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frequently asked questions

General

We have an automated process with in-production items that moves them immediately through the system to be made and we can only accommodate cancellations or edits within 12 hours of placing the order. With in-stock items, we will do our best to cancel within the 12 hours however, this is dependent on if it has already been prepared for shipment.

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.

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.

Once the repair is accepted in, please allow up to 10 business days for it to be processed. Repairs will not be accepted without a repair authorization included.

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.

Essentially all leathers have the same durability, some however show more wear than others, be sure to check our swatch page.

You can find us on facebook & Instagram @roughandtumblebags

Looking to join a community of Rough & Tumble fans, join one of the fan owned groups: Original Rough & Tumble Fan Group , Rough & Tumble Superfans

authentic vegetable tanned leathers may be susceptible to fading in sunlight. Heavily painted leathers are protected from fading.

No, you can't use a gift card or a store loyalty credit to buy another gift card.

Yes, it works on all items including online customs. It does not work on substitution or add-on straps as these are already deeply discounted when added to a product.

Shipping

Yes, we ship orders complete meaning the in stock items will be held and shipped when the in production items are finished and ready to ship in 6-8 weeks. We recommend placing a separate order for in stock items if you need these shipped in 1 - 5 days.

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.

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 10-16 weeks. *please note this is an approximate shipping timeframe as it can increase past this due unforeseen delays.

In production items will ship in approximately 6 – 8 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.

Your shipping cost will be calculated at checkout based on your order size and location.

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.

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.

Lost, undeliverable, or stolen packages are the responsibility of the buyer. Duty, VAT charges and customs fees are also the responsibility of the buyer.

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

We do not combine multiple orders to ship together.

Custom

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

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.

A phone-in custom order is considered placed from the moment a client hangs up with a design specialist and completed the order, or is checked out for online custom orders. The order is 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.

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.

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.

A design we no longer offer or make cannot be customized.

See our swatch page. To discover more informative and inspirational videos about our leathers, hardware, fabrics, and more you can view our facebook videos. Also, this is what our design experts are here for, feel free to call with any questions when customizing your bag!

>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.

>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.

Yes, the design specialist will provide a price quote, however, please note that the final price will not be confirmed until time of processing as it goes through an online system to confirm the quote.

You must notify us through the email within 48 hours of receiving your bag of any discrepancies, please mention what is inaccurate and include an image. Once production approves, a return shipping label will be sent and the bag will be remade or repaired to be as it was ordered. It is company policy to make the design exactly as ordered, if we no longer have the materials to do so we will reach out with next steps from there. All customs are final sale. If you have an inaccuracy and do not reach out within the 48 hours we will assume you have decided to keep the bag as is.

The custom order is considered a final sale item at the time the design specialist ends the call. A price estimate can be given at any time during this call. The design card and invoice is processed withing 24-48 hours and sent via email to bring you to the checkout on our website. We ask that all invoices are paid immediately to secure all items for your bag and start it's production cycle. An order number will be sent immediately after the invoice is paid for all your tracking needs.

Yes, however, please note that depending on the design, the thread color may not change to match the colorblock area and be contrasting.

Returns & Exchanges

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. Please note - sale and limited leathers will be found throughout the website and not only on the individual collection pages. 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.

To start your return process please follow this link to our return form.

Return packages need to be shipped immediately, we cannot accept packages received over 10 days after the request was authorized. Once the return is accepted in, please allow up to 10 business days for it to be processed.

Returns will not be accepted without a return authorization included.

Yes, for all purchases between November 16th - 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. As a secondary option, check out our official R&T resale site for a place to sell your item and receive 110% payout in store credit if it sells! - treet

To start your return process please follow this link to our return form.

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.

See the return policy, unfortunately we do not do direct product exchanges.

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 .

We do not refund shipping costs for returns.

Yes, all custom orders and/or alterations are 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.

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.

Yes store credits can be used for payment on phone custom orders. All custom orders are final sale.

Yes store credits can be used for payment on phone custom orders. All custom orders are final sale.

Yes store credit expires in two years.

Gift cards are non-refundable.

We are so sorry, please 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, once the bag has been used it can no longer be returned for a refund or store credit.
Cocoa berry leather update

Final sale items can not be cancelled or returned at any time once the order is placed. Please note all customs, and exclusive and/or vault items listed as final sale are included.

Not seeing what you’re looking for?
Contact us directly:
1.207.808.5042

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