Refund policy

Effective date: July 22, 2026

We are VERASCALE LLC, doing business as Katie Krafts (“we”, “us”, “our”). This Refund & Return Policy explains how returns, refunds, and exchanges work for the handmade leather goods you buy from us at https://katiekrafts.com. Please read it before you order, and keep a copy of your order confirmation.

Our approach

Everything we make is genuinely handmade to order by a small shop. We want you to be happy with what you receive, and we also need to be clear and fair about what a made-to-order business can and cannot take back. In short: if an item arrives defective, damaged, or not as described, we will make it right. If you simply changed your mind about a piece that was custom-built for you, we generally cannot accept a return, because that item was made specifically for you and cannot be resold. The sections below explain exactly how this works.

Because each piece is made by hand, slight natural variation in the leather, color, grain, and finish is expected and normal. These natural characteristics are part of real leather and are not considered defects.

Nothing in this policy limits any rights you may have under applicable United States federal law or the law of the State of Florida. Where a mandatory legal right of return or refund applies, that right controls.

Custom and made-to-order items

Items such as our custom-fit cowboy boots and handmade cowboy hats are produced specifically for you based on the sizing, measurements, options, and other details you provide when you order. Because these items are personalized and made to order, they are final sale and are not eligible for return or refund for:

change of mind after your order is placed; or
sizing or fit problems caused by measurements, sizes, or specifications that you provided.

This does not apply where the item arrives defective, damaged, or not as described — those situations are covered under “Defective, damaged, or wrong items” below — and it does not apply where a legal right of return applies. Please double-check every detail before you submit a custom order, and reach out to us at support@katiekrafts.com beforehand if you have any questions about sizing or options. For custom boots, see “Exchanges” below for how we handle fit adjustments.

Eligible returns

If you purchased a genuinely stock, non-personalized item that was not made or customized specifically for you, you may return it within 30 days of delivery, provided that:

the item is unused, unworn, and in its original condition;
it still has any original tags, packaging, and included materials; and
you can provide your order number as proof of purchase.

Items that are not in original, resalable condition may be refused or may qualify for only a partial refund. To start a return, follow the steps in the next section.

How to start a return or report a problem

All returns and problem reports start by email — email is our only contact channel. Please contact us at support@katiekrafts.com and include:

your order number;
the item or items involved;
a short description of the reason; and
clear photos, especially if you are reporting damage, a defect, or a wrong item.

If your item arrived defective, damaged, or wrong, please contact us within 7 days of delivery with photos so we can help quickly. For eligible stock returns, please reach out within the 30-day window described above. Do not ship anything back until we have replied with instructions and, where needed, a return address or shipping label — returns sent without prior authorization may not be accepted.

Defective, damaged, or wrong items

If your order arrives with a manufacturing defect, is damaged in transit, or is not the item you ordered, we will make it right. After you report the problem within 7 days of delivery and send photos, we will, at our discretion, repair, replace, or refund the affected item. In these cases, we cover return shipping and the cost of sending a repaired or replacement item back to you. We may ask you to return the original item before we ship a replacement or issue a refund.

Refund method and timing

When a refund is approved, we issue it to your original payment method in USD. We typically process approved refunds within 5 to 10 business days after we receive and inspect the returned item, or after we approve a refund where no return is required. After we process it, your bank or card issuer may take additional time to post the funds to your account. Original shipping charges are refunded only where the return is due to our error or a defective, damaged, or wrong item, or where required by law.

Exchanges

For eligible stock items, the simplest path is usually to return the item under the “Eligible returns” section and place a new order for what you want instead.

For custom-fit cowboy boots, we handle fit differently, because they are made to order and cannot be resold. If your boots do not fit as expected, email us at support@katiekrafts.com within 7 days of delivery with your order number, photos, and a description of the fit issue. We will work with you in good faith on an adjustment or remake where a fit problem is reasonably attributable to our craftsmanship. Where a fit issue results from measurements or specifications you provided, a remake or adjustment may be available at an additional cost, which we will quote and confirm with you before doing any work.

Return shipping responsibility

If a return is due to our error — a defective, damaged, or wrong item — we pay return shipping. If you are returning an eligible stock item for another reason, such as change of mind, you are responsible for return shipping costs, and we recommend using a tracked and insured method, since we cannot process a return we do not receive. We currently ship within the United States only.

Non-returnable items

Except where an item arrives defective, damaged, or not as described, or where a legal right of return applies, the following are not eligible for return or refund:

custom, made-to-order, and personalized items, including custom-fit cowboy boots and handmade cowboy hats made to your specifications;
items returned for change of mind, or for sizing or fit issues caused by details you provided;
items that have been used, worn, altered, or are not in original, resalable condition; and
items returned without a valid order number or returned outside the applicable time window.