FAQs

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👜 Product Information

Is the leather genuine? What kind do you use?

Yes, all Rustic Town products are made from 100% genuine leather, including full-grain buffalo and goat leather. Each piece features natural marks and textures, making every item truly unique.

Why does my leather bag smell? Is it safe?

The rich leather aroma is natural, especially with goat leather. It’s completely safe and fades away within a couple of days. Simply air the bag out in a ventilated space.

Will the leather color vary slightly from the photos?

Yes—because we use natural, handcrafted leather, each item may have slight color variations. This adds to the character and uniqueness of your Rustic Town bag.

Is the leather waterproof?

Leather is naturally water-resistant but not waterproof. We recommend avoiding heavy rain and treating your bag with a leather protector spray for extra care.

🚚 Shipping & Tracking

Will I have to pay customs duties or taxes?

For customers in the USA: No extra fees! The price you see is exactly what you pay— no duties, no hidden costs.

For customers outside the USA: Customs duties and import taxes may apply based on your country’s regulations. These charges are the responsibility of the buyer and are not included in our prices.

How can I track my Rustic Town order?

Once your handcrafted leather item leaves our workshop, we’ll email you a tracking number so you can follow your package every step of the way.

I just placed an order and need to update my shipping address.

Please contact us immediately at support@rustictown.com

If your order hasn’t shipped yet, we’ll update your address right away.

🔁 Returns & Cancellations

What is your return policy?

You may return any item within 30 days of delivery - please see our full [Return Policy](/content/policies/shipping-policy "Shipping Policy"/index.html) for details.

Can I cancel or change my order after placing it?

If your order hasn’t shipped yet, yes—you can cancel or modify it.

Once your order is marked as “Shipped,” you’ll need to initiate a return once it arrives.

Are custom or engraved orders returnable?

Since personalized items are made just for you, custom or engraved products are not eligible for return or exchange.

🎁 Gifting & Custom Orders

Do you offer personalization or engraving?

Yes, we do! At Rustic Town, we offer in-house laser engraving to make your piece uniquely yours. You can personalize your leather item with initials, symbols, or even a meaningful quote in a variety of fonts.

Please note: This service adds an additional 1–2 business days to your order processing time. For engraving requests, feel free to reach out to us.

Can I request bulk or corporate gifting?

Absolutely. We offer special pricing, engraving, and packaging options for bulk, wedding, or corporate gifting. Please contact us at support@rustictown.com with your requirements.

Do you offer gift wrapping?

Yes. We offer premium gift packaging that includes a keepsake box and cotton dust bag. You can also add a personal note during checkout.