frequently asked questions
Can I cancel or change an order I placed online?
If you need to cancel or change an order once it has been placed please email . Our client assistance representatives are also available Mon – Fri, 9AM – 5:30PM EST. *We will make every effort to change or cancel your order, however this is dependent on if it has already been prepared for shipment. Reminder custom orders are final sale and can not be cancelled at any time.
What is your warranty policy?
Rough & Tumble stands behind all of our bags. We will thoroughly repair any issue with stitching or riveting beyond normal wear and tear. There is no charge to the client for up to one full year from the date of purchase, client must be the original purchaser and have the order number or copy of in-store receipt. Items needing repair outside our one-year warranty will be subject to a small fee based on the repair.
Clients are responsible for costs incurred to ship their bag to us for repair. Rough & Tumble will cover the cost of return shipping for warrantied items.
If your bag is in need of repair or you have questions regarding our repair policies or pricing, please use the warranty repair form or call us at 207-808-5042.
How should I clean my R&T bag?
Leather is a natural product and susceptible to the elements. With varying textures and colors, it will react differently in particular environments and climates. We are here for you with information, and feedback of what our clients have had success with. To help guide you, see our leather care page.
We do suggest always testing on a swatch or small spot on the bottom of your bag, before applying a complete treatment or cleaning process to see how it reacts.
I want a durable bag, is the leather I chose the best one?
Essentially all leathers have the same durability, some however show more wear than others, be sure to check our swatch page.
How soon after I order will my in-stock item ship?
Typically, within 1-5 days. *As our inventory levels are continually kept up-to-date, be aware that occasionally a bag can be purchased that is mistakenly out of stock due to multiple systems pulling from the same inventory (online, wholesale, phone orders, etsy). If this happens, we will notify you with the new timeframe and option to change your purchase.
How soon after I order will my custom bag ship?
Due to the one of a kind, handmade nature of our bags, this timeframe is dependent on the bag you are customizing and the current production schedule. In general, it takes approximately 8-10 weeks.
If the item I ordered says ‘in production’ how soon will it ship?
In production items will ship in approximately 2 – 4 weeks. *please note the increase in our normal production time to approximately 4 weeks. As we expect most orders to be delivered within this timeframe, we have experienced unforeseen delays due to COVID-19. Thank you for your understanding, and please reach out at any time with questions to your order.
How much is shipping?
Your shipping cost will be calculated at checkout based on your order size and location.
Where do you ship & what carriers do you use?
US Shipping – via USPS Priority Mail with delivery confirmation.
International Shipping – choice of USPS First Class or Priority shipping. Tracking is sent via email and is only guaranteed to the US border. *Not all postal service providers outside the US follow the USPS tracking guidelines.
Where can I find my tracking information?
We will send your package tracking number in a shipping confirmation email. Notice that you receive this once your package is prepared for shipment, it can take a few days to be fully processed and picked up by the postal service.
What if my package is lost, stolen or had customs fees?
Lost, undeliverable, or stolen packages are the responsibility of the buyer. Duty, VAT charges and customs fees are also the responsibility of the buyer.
Will my package be insured or require a signature?
Your R&T USPS Priority Mail package will come with $100 insurance, to purchase additional insurance or require a signature for delivery please contact us directly when purchasing. *applicable to US Shipping only
I’m ready to create a custom order, but I have a few questions?
If you have any questions at all about your design please call the design team at 1-207-808-5042. They can help assist you whether you work with them to place your order or are online.
Can I make changes to a custom order after is has been placed?
Once a custom order has been placed on the website or by phone it’s prepared and moves into production, becoming inaccessible to the design team or customer service representatives. *If you have an immediate change (less than 1 hour from placement), we may be able to accommodate the change if it’s not in production, however you must call within this timeframe. Be aware orders placed at the end of the business day will be in production that same day.
Can all bags include a custom lining?
No, this is dependent on the design of the bag. Please reference the ‘details’ descriptions of the product you are looking to customize, or consult a design expert.
If a bag isn’t on the online customizer can it still be customized?
Yes, please call the design team to customize a bag you do not see in our online process collection. If for any reason the bag cannot be customized, you will be informed.
Which bags cannot be customized?
A design we no longer offer or make cannot be customized.
What leathers work best on what bags when customizing?
Can I leave ‘notes’ online about my custom bag purchase?
No, you cannot leave design-related notes in this section. If you’re trying to make design changes to a bag that the online customizer does not have a feature for, please call our design team to place your complete order.
Can I specify placement of the fabric on my custom bag?
The design engineers take in to consideration all linings that have specific characteristics, such as animals or flowers, and the placement of them in your custom bag. Please be aware we cannot accommodate all custom requests for placements.
What if I notice something inaccurate with my custom design?
You must notify us through the email within 24-48 hours of receiving your bag of any inaccurate design details. Anything after this time we will assume you have decided to keep the bag as it is, all custom orders are final sale.
Returns & Exchanges
What is your return policy?
We gladly issue refunds for new, unused items within 3-7 days of the item being received. For limited, sale & promotional items we do not issue refunds, only store credit as long as it’s in the return time window. Custom bags are final sale. The item should not have been used in any way, been exposed to perfume or smoke, or any condition that would prevent the item from being sold as new. All original tags attached, and footwear returned in original box and packing.
After notifying customer service of your return request you will receive an authorization form to include with your package. Return packages need to be shipped immediately, we cannot accept packages received over 10 days after the request was authorized.
Returns will not be accepted without a return authorization included.
Is there a special holiday extension on the return policy?
Yes, for all purchases between November 17th - December 24th we have extended our return window until January 4th. The item should not have been used in any way, and a reminder that if it was purchased as a sale or promotional item the refund will be as store credit. If you are looking to purchase a gift prior to this timeframe please email us at for the extra extension.
How do I start my return request?
Please email with your order number, and reason for return to begin the return process.
What if I send a request over the weekend?
Feel free to email us over the weekend, however be aware of your return timeframe as we do not have customer service representatives available until the following Monday to respond to your request.
What is your exchange policy?
See the return policy, unfortunately we do not do direct product exchanges.
Can I return an online purchase in-store?
No, the flagship store in Portland, ME is unable to accept online returns.
How do I return a gift?
We are so happy you received an R&T gift! If for any reason you need to return the gift, please feel free to create a return request by emailing .
Do you refund shipping costs for returns?
We do not refund shipping costs for returns.
Is my custom order a final sale?
Yes, all custom orders and/or alterations are final sale.
Is my sale, second, or promotional item final sale?
We want you to love your finds, so R&T sale items are not final. Store credit will be issued as long as it’s in the return time window. See return policy for details.
Is my limited item final sale?
No, we will gladly issue store credit for new, unused limited items within 3-7 days of the item being received. Please view our full return policy details above.
What if I receive my item and it’s incorrect or flawed?
We are so sorry, please contact us immediately at about the item with as much detail as possible. Reminder that once the bag has been used it can no longer be returned for a refund.
Can I use store credit for my online custom order?
Yes store credits can be used for payment on phone custom orders. All custom orders are final sale.
Can I use store credit for my phone custom order?
Yes store credits can be used for payment on phone custom orders. All custom orders are final sale.
Does store credit expire?
Yes store credit expires in two years.
Are gift cards refundable?
Gift cards are non-refundable.
What if I receive my item and it's incorrect or flawed?
We are so sorry, please notify us through the firstname.lastname@example.org email within 24-48 hours of receiving your bag of any inaccurate design details. Anything after this time we will assume you have decided to keep the bag as it is, once the bag has been used it can no longer be returned for a refund or store credit.
Not seeing what you’re looking for?
Contact us directly: