Customer Service

Contact Information

Have a question? Feel free to contact us at info@lotuffleather.com or 888-763-2247 anytime.

Shipping Costs & Information

We ship orders within the US via UPS, and can ship via FedEx upon request. International orders are shipped via USPS or UPS. All shipping costs are calculated and charged according to package weight and the UPS/USPS shipping rate. We offer free UPS Ground shipping within the continental United States. In-stock items will be shipped within 24 hours. We try to keep our most popular items in stock, but if your item is not in stock, we will contact you within 48 hours with a shipping timeframe and to answer any questions. (If your item is not in stock, you also have the option to cancel the order at this time.) When your order ships, you will receive a shipping confirmation with tracking information for your package.

Payments

We accept all major credit cards, and can accept checks upon request. By law, we are required to charge sales tax on any items shipping to Rhode Island. International buyers should be aware that they are responsible for any customs/duties/taxes from their respected countries that must be paid upon receipt of the shipment.

Product Availability

We hand make our products one by one. While we try to keep many of our most popular items in stock for immediate shipping, some products may have a longer shipping time because of their bespoke nature. Within 48 hours of placing your order, a Lotuff Leather customer specialist will contact you to confirm the availability of your item and answer any questions. If you'd like to contact us before ordering, please give us a call at 888.763.2247 or write to us at info@lotuffleather.com. 

Return Policy

We want you to love your purchase. If, for any reason, you are not happy, we can accept returns for a full refund to the original method of payment within 30 days of purchase. If you have a log in, you can request a return online. Otherwise, please email us at info@lotuffleather.com or call us to request an RA number and return address.

Repair Policy

We guarantee our bags against material and workmanship defects for the life of the registered user. Upon receipt of your bag, please register it with us here so that we can be sure to give you the best possible customer service. Should your Labrador chew off your handle, or some other misfortune becomes your bag, we can usually make a repair for a small shop fee.

Care Instructions

Daily dirt and spills are best cleaned if/as they happen. While a simple damp cloth is perfect for most cases, it can become necessary to use a gentle cleaner or conditioner specifically for leather. We recommend a wax-free leather conditioner formulated to gently clean, condition, and preserve vegetable tanned and finished leathers, such as Lotuff Leather's elixir. Follow manufacturer instructions. Always test on a hidden area first. Do not use waxes or silicone formulas as these leather preparations impair the ability of the leather to "breathe."