FAQs
We’ve extended our returns policy for Christmas 2024. Orders placed from 11 November 2024 – 24 December 2024 can be returned up until 12 January 2025, for a full refund back to your original payment method. Orders placed after 24 December 2024 are subject to our returns policy.
All orders are shipped from the UK and must be returned to our UK address.
All returns should be sent back in the original packaging provided including the dust bag. We are not able to accept items that have been embossed – unless the item is faulty.
*Please note during peak periods there maybe slight delays to returns.
Please contact our Customer Care team by emailing returns@cambridgesatchel.com to let them know you wish to return an item. Simply quote your Order Number, product and reason for returning.
Standard Returns Policy
You can refund or exchange all unused and unembossed purchases within 28 days of you receiving your parcel. We do request that you get in touch with us regarding the return of your bag within 14 days. We do not offer refunds or exchanges on products which have been embossed.
You are able to refund or exchange items within 28 days to any of our shops. The product must be unused and unembossed and you must be able to show your proof of purchase.
We understand it may not be convenient for you to return to one of our shops to return a purchase bought in-store. Therefore you can refund and exchange all unused and unembossed purchases within 28 days by contacting our customer services team at returns@cambridgesatchel.com
You can contact our returns team at returns@cambridgesatchel.com
You can bring the item into a store and we will send it to the Workshop for them to process the refund. This will mean that there will be additional time on the refund process. We can offer exchanges in store for an item of the same price or higher.
Please contact our Customer Care team by emailing returns@cambridgesatchel.com to let them know you wish to return an item. Simply quote your Order Number, product and reason for returning and they will generate the ARN number, this will be needed to return your product either in store or online.
If your bag is faulty, we are more than happy to assess this for you. We will then advise if you are eligible for an exchange or a replacement item depending on the nature of the fault, and the age of the product. Please send a photograph of the fault, as well as your order number toreturns@cambridgesatchel.comand we will get back to you as soon as possible.
If items from your order are faulty and you have supplied the information requested to support your complaint, we will then cover the cost of postage.
If you think there is a problem with your return, you can speak to a member of our returns team by contactingreturns@cambridgesatchel.com
Once we have received your return and have processed it, you will receive notification that your refund is on its way. It should then take 7–10 working days for your refund to be processed.
We are unfortunately unable to price match sale items.Previously bought items may be returned if they have been purchased within 28 days, and are in an unused and new conditionand re-purchased at the lower price. Embossed items cannot be returned.
Embossed items cannot be returned. This includes all symbols that you have personally selected and added to your order, including the free bicycle symbol.
Understandably, many of use alcohol-based hand sanitiser.
Wet sanitiser can cause irreparable damage to our products, discolouring or altering the surface finish of the leather - which we obviously want to avoid! So please make sure to wait a few seconds until your hands are fully dry before touching the leather. Rest assured that once your hands are dry, there is no risk of damaging your product.
If we have learnt anything from the outbreak of Covid-19, it’s that sometimes we have to adapt a little. But fear not, this won’t prevent you from enjoying your Cambridge Satchel Co. product!
We aim to make purchasing as easy as possible and so we accept Paypal, all major credit cards, Apple Pay, Amazon Payments, Google Pay, Shopify Pay and we offer the option of using Klarna and Clearpay if you’d like to spread the cost of your purchase over a period of time.
Absolutely. We offer a 12 month guarantee against faulty items during which time we will repair or replace free of charge if you have followed our care instructions – but even after that time we are happy to help you keep your product looking great and working perfectly so any issues, just get in touch and we will help ensure your bag is with you for many, many years. We take pride in the quality of our craftsmanship, our products age well but just like us they will age better with a little care and attention. If you want to give the best care possible then check out our leather care products here together with tips and tricks of the trade.
Yes, chat to us – either through email:contactus@cambridgesatchel.com, in person by phoning us or even through Live Chat. Our phone number is +44 (0)1223 833050, we are in the UK so if there’s a time difference then do allow for that. Any question, do not hesitate to call.
Please see delivery information here
We use brilliant couriers who manage to deliver to most parts of the world. If you don’t see your home country listed on our shipping page then just drop us a line. If your order is for a special occasion then let us know, we will always do our very best to get you exactly what you want when you want it.
For more detail https://www.cambridgesatchel.com/pages/delivery
Firstly, thank you for ordering from us – we really appreciate it. Our delivery times are shown Here.
We wrap and send your order from the workshop where it was made so our turnaround time is fast, if you have any concerns at all just email us: contactus@cambridgesatchel.com
Trunks are made to order and are listed separately.
Email or phone us immediately! We are very fast packers and dispatchers so if you have any change at all then we need to hear about it – we will always do our best to accommodate but if your order is on its way then we cannot intercept it.
Don’t worry, sometimes we need to split an order to get it to you as efficiently as possible. The remainder will be hot on the heels of the first package.
A cross between a satchel and a briefcase – a satchel with the convenience of a top handle.
Embossing is personalisation, using a heat driven press with or without a metallic foil. Embossing makes a bag even more special – see here for more details and some lovely photos.
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