FAQ PAGE
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Lead Time & Rush Orders
Our leather goods are made by hand, one by one. Most items are cut and sewn to order and leave our studio within 2 weeks of your purchase (unless noted in stock, ready to ship). If you need a rushed order, please contact us before placing your order to confirm that we can accommodate your request.
Rarely, some products may have a longer lead time because of their bespoke nature or supply chain delays. If this is the case with your purchase someone from our team will contact you via email ASAP with an updated timeframe.
All other products will be shipped within 2-5 days of purchase.
Returns & Exchanges
If an item is received damaged or otherwise in error, please email us and we'll work with you to make it right immediately.
We want you to be thrilled with your purchase. As a small business, if you have any issues with your order we would love the chance to make it right. If you need to process a return, please send us an email! We accept returns within 14 days of delivery, subject to a 15% restocking fee. Shipping charges are not eligible for refund.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, in its original packaging.
To start a return, please contact us at jackalopemilk@gmail.com. Once your return is accepted, we will send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Personalized items (including custom goods) & international orders are FINAL SALE. Unfortunately, we cannot accept returns on sale items or gift cards. Please get in touch if you have questions or concerns about your specific item.
Exchanges will not incur a restocking fee. Email us and we will be happy to assist in getting you exactly what you were looking for!
*Please note: Custom , monogrammed, and sale items will not be eligible for return or exchange.*
Damages & Repairs
If an item is received damaged or otherwise in error, please email us and we'll work with you to make it right immediately.
For the original purchaser, we gladly guarantee our bags material and workmanship for a lifetime. Repairs that are generally covered by our lifetime guarantee include broken hardware, ripped seams, and manufacturing mistakes.
We hope this bag will see as many adventures as you do. If your bag needs a repair after being caught in an elevator door or being hoisted above a mosh pit, get in touch and we’ll try to get it all fixed up for you for a small fee. Email us at jackalopemilk@gmail.com to start the process.
Shipping
All orders are shipped via USPS or UPS, and we offer a local pickup option. If you would prefer an alternate or faster method of shipping, please contact us prior to ordering to make arrangements for the extra shipping charge. Please note that all of our orders are made by hand and subject to a 2 week lead time.
When your order ships, you will receive a shipping confirmation with tracking information for your package.
Please note that we are not responsible for lost or stolen items once they have been shipped, so please be considerate when choosing a shipping method. Please contact us if there is a problem with your delivery and we will try our best to work with you to resolve the issue.
Product Disclaimer
Please be aware that leather is a natural material. Slight discoloration, scratches, or change in texture may be visible and are the marks of nature on the animal that once lived in that hide. These small inconsistencies in your leather should not be considered a defect but rather add to the beauty and uniqueness of your bag.
Keep in mind that before an item is made, each hide is inspected. We aim to provide the best looking piece of leather to create your bag while reducing the amount of waste per hide.
Fur on Hide
Fur on hide is a piece of art. Each one is as unique as the animal it came from. Variation in color and pattern is to be expected. It should also be noted that shedding is normal. To reduce any shedding, handle your piece with the care deserved of a best friend. It won’t be a lover of moisture or dramatic temperature change and it doesn’t get along with tightly woven nylon fabrics (like puffy winter jackets). We consider signs of wear to be a badge of a well-loved purse with a beautiful patina. But if you prefer the pristine look, save your bag for those special occasions.