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frequently asked questions

How do I return my bag?

We gladly issue refunds for new, unused items within 10 days of the item being received.

All return requests must occur and be postmarked with 10 days of the item being received. 

The item should not have been used in any way, been exposed to perfume or smoke, or any other condition that would prevent the item from being sold as new. The item should have all original Rough & Tumble tags attached. All footwear must be returned in the original box with original packing.

Due to their sensitive nature all nubuck leather products must be returned with original tags attached, no exceptions.

Rough & Tumble does not refund shipping costs.

Promotional codes are non-transferable.

All custom orders or alterations are final sale.

We want you to love your finds, so R&T sale items are never final. Store credit will be issued for any sale item with its prompt return.

Please email service@roughandtumbledesign.com with your order number to begin the return process.

Can I return sale items?

We want you to love your finds, so R&T sale items are never final. 

Store credit will be issued for any sale item within 10 days from when the product is received.

Store credit may not be used for custom orders.

All returning items must be postmarked within 10 days of being received.

Please email us at service@roughandtumbledesign.com to begin the return process.

 

Can I cancel my order?

If you need to cancel or change an order once it has been placed please e-mail service@roughandtumbledesign.com. Our customer service representatives are available Monday - Friday 9AM-5PM EST.

We will make every effort to change or cancel your order, however we cannot guarantee that this will be possible if the order has already been prepared for shipment.

When will my package ship?

We strive to keep every bag, in every color, in every size in stock and ready to ship the same or next day.

Each of our bags are made one at time, which means sometimes immediate shipment isn’t always possible. If that happens to be the case it may take a few extra days for the bag to finish production and be on its way to you.

In stock items typically ship within 1 - 3 business days.

In production items are completed and shipped in approximately 2 - 3 weeks.

Items listed as pre-order vary based on individual leathers.

If you would like to discuss product availability or if exact timing of delivery is of particular importance due to travel, gifting, etc., please reach out to us.

What is Rough & Tumble’s 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 date of purchase. Items needing repair outside our one year warranty will be subject to a small fee based on the type of repair.

Customers 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 email us at info@roughandtumbledesign.com or call us at 207-808-5042

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