Customer Service

OUR MOST FREQUENTLY ASKED QUESTIONS

Please see our Shipping Information tables by currency by clicking here.

Things to note:
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. You may be required to provide photographic evidence before a return will be authorised. Once your return request has been authorised, please package up the unwanted item and enclose the returns form inside the parcel. Please ensure that all shoulder straps/backpack straps are inside the bag, to avoid damage in transit.

STEP ONE
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.

STEP TWO
You will then be issued with a returns form and an ARN number. Please complete this form and enclose this inside the parcel.

STEP THREE
When returning your item, we recommend that you use a signed-for postal service, as unfortunately the Cambridge Satchel Company cannot be held responsible for any losses in transit. Please also ensure that returns documentation are marked as “Returning goods to sender as not suitable”. Please be advised that you will responsible for the cost of the return postage and any re-delivery charges for exchanges if the item isn’t faulty.

STEP FOUR
We will be in touch as soon as your return arrives with our team and then again to confirm that we’ve processed your refund or that your new purchase is on its way to you. Refunds will be processed within 7-10 working days via the original method of payment. We are unable to guarantee the date the refund will credit your bank account as it will depend on your bank or credit card issuer.

Contact Us

We aim to despatch your order as soon as possible, this means we cannot cancel or amend your order once it has been placed. If your order is incorrect, you can, of course, return or exchange (non-embossed) items once they’ve been delivered to you.
We make our bags by hand here in the UK at our very our workshop in the Midlands. We put together a video to give you some insight into how we make your bag; from cutting, to stitching, to riveting and adding personalisation. You can follow the journey of a satchel in the link below.

SEE HOW YOUR SATCHEL IS MADE

Good news. There’s a detailed care guide on our Journal.

READ OUR BLOG POST

OR READ OUR CARE GUIDE

Contact Us

If you can’t find the answer to your question, don’t worry – our friendly Customer Care team based in Cambridge are here to help.

Contact us by telephone
Monday - Friday 9am - 5pm (GMT)

UK Free: 0800 0855 811
International: +44(0)1223 499122
US: 646 760 4247

Or contact us by email
contactus@cambridgesatchel.com

Alternatively, contact us via Live Chat. Look out for the "Live chat" button at the bottom right corner of the screen when we are online.

More information here

Terms & Conditions

If you want to read more information about your order, delivery or our returns process, visit our Terms and Conditions page for all the finer details.

READ ALL T&C