Frequently Asked Questions
What does a monogram look like on a bag and where is it placed?
We use a seriffed Times New Roman font debossed in a block lettering format, meaning the letters are debossed in the order of first, middle, and last initials. You have the option of a blind deboss or a gold foil.
Each monogram on each Lotuff piece has a default placement. We can accommodate special placement requests, but please know not all requests are possible to execute.
We are in the process of including monogram placement photography on each product page, but not all products have been photographed yet. If you don’t see the monogram placement photos on a particular item, please e-mail us at firstname.lastname@example.org and we can send you more information.
Do monograms have a three-letter maximum?
We can absolutely monogram more than three letters—for the most part, your wish is our command. Alternatively, for the minimalists amongst us, we can monogram just one or two letters.
Just keep the size of the item in mind when requesting a longer monogram! We probably can’t fit “Johannes Chrysostomus Wolfgangus Theophilus Mozart” on a credit card wallet. Please note that monogrammed items cannot be returned or exchanged.
Can you make me a bag in one of your colors that’s not listed on its product page?
Because we’re an in-house studio, we have some flexibility to make colors in styles that aren’t readily available for purchase. We analyze each request on a case-by-case basis, so please reach out to us at email@example.com and we’ll see what we can do! An additional charge may be involved for this.
Can I have a longer strap made for this bag?
In most cases, yes! We commonly receive this request with handbags and are equipped to make this happen within reason. Please leave a note when you place your order (or better, beforehand!) to give us a sense of what you’re hoping for, and we’ll follow up to let you know if it’s feasible. If so, there will be a small fee to cover the extra materials and labor, which we will estimate and provide to you for approval before it is added to your order.
Can I customize this bag with a pocket or other structural change?
We want the bag you choose to fit your needs and would love to help achieve this. Please write to us at firstname.lastname@example.org with your specific request, and we will do our best to advise on how to accommodate it. Please know not all requests can be accommodated and that customized items cannot be returned or exchanged. If a truly one-of-a-kind bag is what you’re after, visit our Bespoke page!
What kind of leather do you use?
We use full-grain vegetable-tanned leather. A full-grain leather hide is one that hasn’t been tampered with in any way: it’s leather at its natural best, with intrinsic fortitude and an ability to develop a gorgeous patina as the years pass. This is the highest leather grade possible and far surpasses “top-grain” and “genuine” leather in terms of longevity and strength. Vegetable tanning refers to the process of dyeing hides using only organic elements. As opposed to chromium dyes, which tend to peel and crack over time and with use, our exclusive blend of bark extracts, fat liquors and organic dyes create rich, vibrant hues that will stand the test of time. You can learn more about our leather here.
How do I care for my bag?
When not using your bag, we recommend storing it in a well-ventilated room or closet and away from direct sunlight that may cause uneven fading. If hanging up for a long time, you might like to remove anything particularly heavy, as excess weight could cause its handles to warp. Should your bag need conditioning, our leather elixir is ideal for removing surface dirt and enhancing water resistance. On that note: don’t worry if you scratch your bag! It will come to tell its own unique story as the leather patinas with age, and most find that any marks collected along the way add to their bag’s character. Many superficial scratches, however, can be buffed out using our elixir and a soft cloth.
Will I have to sign for my package upon delivery?
We automatically require a signature on all domestic UPS deliveries valued at or over $350. This is to avoid the risk of valuable items, often in large boxes, being left out on a doorstep and exposed to the elements or risk of theft in the event that nobody is home to receive them. UPS will usually attempt delivery three times and then will transfer the package to the nearest UPS Store or affiliate, where you can pick it up within the subsequent 3-5 days. If you’d like to waive the signature requirement, let us know in the “notes” section when placing your order, but please be aware that Lotuff cannot be held responsible should exposure to the elements or loss due to theft occur.
I’m ordering internationally. Will I be charged customs fees?
Each sovereign nation has different rules and regulations when it comes to import taxes, and as we are legally obligated to declare the amount paid when shipping, you may be subject to fees upon an order’s arrival. However, we offer discounted international shipping to help offset the inconvenience. If you’d like the exact amount of duties that may be collected, please e-mail us at email@example.com, and we can assist in estimating this.
What if I want to exchange my bag for a different color or style?
As long as the bag hasn’t been customized or monogrammed, we can process exchanges and returns for up to 30 days after you receive the order. Please e-mail us at firstname.lastname@example.org. Some colors and styles may come with an additional lead time, but we’ll be happy to make you a new bag so as to meet your exchange request.
Why do you have such long lead times on certain items?
We try to keep our most popular items in stock, but due to the handmade nature of each piece and upticks in demand, we have a hard time keeping some styles on the shelves! Some bags are also more complicated than others and simply require additional time. We have an in-house team of 17 artisans who make our pieces by hand in the style of a true atelier, and we know you’ll find your bag well worth the wait. Watch this video to see inside our studio process.
Can I visit the Lotuff studio?
Of course! Whether it’s to shop our collection or just meet the team and see what we’re all about, we’d love to have you. Please give us a call at +1 888 763 2247 or send us an email to email@example.com to set up a time to visit.
Can I pay to have my bag done sooner?
Unfortunately, no. Rushing a bag through production compromises its integrity and detracts from the art of its craftsmanship. We’d never want you to end up with a less-than-perfect bag!
Do you have gift certificates or gift cards?
We do! At this time we offer digital gift cards only, which can be purchased online and delivered to you or the recipient via email. You can purchase one in a set denomination here. If you’d like a different denomination, please email us at firstname.lastname@example.org.
I found a Lotuff promo code online, but it doesn’t work. Why?
The only legitimate promo codes are ones received directly from Lotuff or a Lotuff representative. Anything falling outside of that category is invalid, will not work, and can potentially harm your computer depending on its source.
Something on my bag is broken. Can I send it to you for repair?
Yes. Loose stitches, popped rivets, and other material or workmanship issues fall under our lifetime guarantee. If something happens to your bag that shouldn’t have, please e-mail us at email@example.com and let us know—we’ll get it fixed up for you!
I spilled something on my bag. Can I send it to you for repair?
We’ll always be happy to take your Lotuff bag in for assessment. Wear-and-tear does not fall under our lifetime guarantee, however. For instance, a severe water spill from a bottle inside the bag has the potential to stain or deform leather and is not a defect—rather, something to be avoided if possible. We encourage you to exercise caution and make sure your bottle lids are tight and secure. If we find that the issue at hand is fixable, there may be a fee involved if anything beyond polishing and touching-up is needed. We’ll be sure to inform you if so and receive your consent before proceeding with a repair. Please e-mail us at firstname.lastname@example.org. It’s helpful if you preemptively attach a photo of the issue!
I have more questions that weren’t answered here!
Please email us at email@example.com or call +1 888 763 2247 Monday-Friday between the hours of 9 AM and 5 PM EST. We’ll be happy to assist you! Our small team of representatives has many day-to-day responsibilities, but rest assured that we do read every message we receive and will get back to you as soon as we can.