Frequently Asked Questions

 

Which countries can you deliver to? What are the delivery charges?

We are currently teamed with FedEx, wnDirect and Parcel Force who do their utmost to get your order to you whichever corner of the globe you are in. We may from time to time change these partners in order to fulfil despatch and shipping demands.

Please see below for our delivery charges.

United Kingdom Delivery Destinations

Courier - UK - Any number of satchels at a flat rate of £4.50 - $7 - €6 - ¥45

**for orders over five satchels please get in touch for a confirmed delivery price** 

We can offer other delivery services at an extra cost, please contact us directly with your requirements.

PLEASE NOTE FOR TRUNK DELIVERIES: Delivery of trunks to any UK destination will incur a delivery cost of £10 and can take up to 14 working days to be despatched. For more advice please contact us

International Delivery Destinations

EU - One bag £9.50 - $15 - €13 - ¥95 - Delivery usually takes 2-6 working days.

USA - One bag £14.50 - $22.50 - €19.50 - ¥145 - Delivery usually takes 24-48 hours.

ROW - £14.50 - $22.50 - €19.50 - ¥145 per bag - Delivery usually takes around 5 working days.

China - Free

Indonesia - £14.50 - $22.50 - €19.50 - ¥145 per bag - Delivery can take up to 10 working days.

**Please note The Cambridge Satchel Company cannot be responsible for any customs charges or duties.**

Brazil - £14.50 - $22.50 - €19.50 - ¥145 per bag - Delivery can take up to 10 working days. *

*Please note that a CPF identification number will be required for all shipments to Brazil and The Cambridge Satchel Company cannot be responsible for any customs charges or duties.**

If you are ordering a bag to be delivered to a different address please supply separate contact details for the recipient for us to pass on to our courier.

Except for deliveries to China (of which see below), if you order Products for delivery to one of the International Delivery Destinations, your order may be subject to import duties and taxes which are applied when the delivery reaches that destination. Please note that we have no control over these charges and we cannot predict their amount. You will be responsible for payment of any such import duties, taxes and admin fees incurred. Please contact your local customs office for further information before placing your order.

For customers in Asia we always send out satchels individually to avoid large tax on your part.

PLEASE NOTE FOR TRUNK DELIVERIES: Trunk shipments outside of the UK are subject to increased timescales and charges, please contact us for more advise.

 

I've ordered my satchel. When will I receive it?

All orders will be despatched within 3 working days during the peak season. Please allow an extra 3 working days for all items that have been embossed or personalised. Some exclusions apply, in which case, it will be noted in the product description. As soon as we hand your satchel to the courier (DHL, DPD, wnDirect, Parcel Force and BEX (Bolly-man Express), FedEx UK & FedEx International), you will receive tracking information letting you know that your order is on its way.

If your order was placed more than 10 working days ago, please contact our customer service team on +44 (0) 1223 833 050 or  contactus@cambridgesatchel.com and we’ll be happy to help you. 

 

Can I cancel an order?

We work our hardest to ensure your Cambridge Satchel is in your hands as soon as possible. This does mean that we are unable to make order amendments and address amendments. We are also unable to cancel your order once it has been placed, however you can return your parcel if it is unwanted. To find out how, please see our delivery and returns page.

PLEASE NOTE that any orders that have been embossed or personalised in any way cannot be cancelled once you have confirmed your order, we apologise for any inconvenience.

 

Can I have my item gift wrapped?

You can have your purchase wrapped in one of our gift boxes. All you have to do is select ‘Gift Wrap’ on the basket page and it will be added to your order. Unfortunately we are not able to offer gift wrapping for Music Bags, Trunks and Small Accessories. If for any reason you are returning or exchanging products, gift wrapping is non-refundable. For more information please contact our customer service team on +44 (0) 1223 833 050 or contactus@cambridgesatchel.com.

 

I live outside of the EU, do I pay VAT?

Whilst all of our non-EU orders are zero-rated for VAT, the web price is the same as we subsidise shipping and the additional admin costs associated with export sales.

 

How can I pay?

We have two methods of payment - Worldpay and Paypal. You can use either of these to place your order or alternatively you can call our offices on +44 (0) 1223 833 050 to place your order over the telephone.

PLEASE NOTE: Any delivery instructions on Paypal orders must be made on our website, not on the Paypal payment page.

 

What currency will I be billed in?

All prices on the Cambridge Satchel website are in £GBP (Great British Pound) Sterling.

 

Will I need to pay customs duty on my bag order?

If you order from our site for delivery to China, all relevant import taxes and duties will be included in the final purchase price during checkout to ensure the speedy delivery of your order. For all orders placed before Friday 2nd October 2015 for delivery to China, please see below as these additional charges were not applied at time of checkout.

If you order from our site for delivery to any other country outside the EU, including Switzerland or Norway, your order may be subject to import duties when your delivery reaches the destination. The Cambridge Satchel Company has no control over these charges and cannot predict their amount. You will be responsible for payment of any such import duties, taxes and admin fees incurred, therefore we recommend that you contact your local customs office for further information before placing your order.

If you order from our site for delivery to the United States of America from The Cambridge Satchel Company under the value of $800 will be subject to free duties and taxes. For all orders placed before 30th March 2016 for delivery to China, please see above as these additional charges were not applied at time of checkout.

Please note that we have no control over these charges and we cannot predict their amount, as these are calculated externally outside of The Cambridge Satchel Company. Where applied, you will be responsible for payment of any such import duties, taxes and admin fees incurred, therefore we recommend that you contact your local customs office for further information before placing your order.

For further information and returns information please see our terms and conditions.

 

How do I return my bag if it is not suitable?

For more information on returns please see Delivery & Returns.

 

If I purchased a bag as a gift and it is not suitable, can I return it?

Yes, you can return the satchel but if you are purchasing your satchel as a gift you must make a note of this in the delivery instruction field when placing your order. All gifts that are not returned within 7 days for a refund will be eligible for an exchange only, as long as they are in an unused saleable condition and are not personalised/embossed. Any refunds will be made to the original buyer only not the recipient.

Please check in stores before you purchase for gift returns policies.

 

My Melissa Bag has a mark on the base. Is it faulty or damaged?

No, as the entire bag is result of an injection process, the two small holes at the bottom are a mark of what Melissa call “point of injection”, so this place is where the PVC gets inside the mould. Their Technical team always look for the best place to have it as subtle as possible. This is an unavoidable part of the injection mould process and there is no way to remove it. All Melissa shoes have this mark too - it’s a sign of all the hard work and careful process that has gone into making their products.

 

My bag is faulty. Can I get a refund or exchange?

Cambridge Satchel Company bags are manufactured to a very high standard but sometimes, as these bags are handmade, it's possible for a fault to occur.

If you believe there is a fault with your order please contact us via email with photographic evidence of the fault and we will advise you of our returns procedure.

If you wish to return the bag as it does not suit your requirements please request a returns form from our customer services team. Returns will only be accepted if the satchel is unembossed and in a new, unused condition.

 

I've ordered a Trunk, when will I receive it?

Please be aware that all our trunks are made to order, so will take a little longer to get to you. Please see our delivery page for more details on Trunk delivery time frames and cost of shipment.

 

How should I care for my bag?

Please see our handy tips on Satchel Care.

 

Do you offer a guarantee on products?

Yes. The Cambridge Satchel takes great pride in the design and craftsmanship of all its products, and we aim to apply the highest manufacturing standards throughout our products.

We strive to make sure every item we sell is perfect, and in the unlikely event that a Cambridge satchel product does not match up to our high standards we will try our hardest to address the problem.

Our leather bags and accessories all carry a 12-month guarantee. If within this period you find fault with your product, we offer a repair or replacement service at no extra cost to you.

Should you have any concerns with your purchase outside of this period then please do let us know, as we will endeavour to assist you and offer a repair where possible however there may be a small charge for any repairs outside of the guarantee but we will always advice of any cost’s before we proceed.

Please note an original proof of purchase will be required.

 

Colour

We cannot guarantee that colours on the website will be true to life. This depends partly on the colour settings of your computer and monitor and partly due to the natural variations in the colour of the leather.

Due to the tanning and manufacture process some colour transfer may occur and water spotting may happen if the bag is exposed to rain - we cannot accept responsibility when this occurs.

 

Can I find out if you have a specific bag in stock?

Unfortunately we do not hold stock of most of our satchel lines however if you have an urgent request please do not hesitate to contact us directly and we will always do our best to help.

 

How can I change my delivery address?

The delivery address you have entered in to our system is the address your order will be despatched to unless otherwise stated. The website may not appear to have registered this change, however please be reassured it is correct in our system.

We will always do our upmost to make changes to delivery addresses, however these amendments cannot be made once the order has entered the final processing stage so please ensure any changes to your delivery address is made as soon as possible.

 

How can I amend my order?

Please refer to the contact us section. This will allow you to send us an email with changes to your order. Please note that while we will do our upmost to make amendments to order details we cannot guarantee any changes made to orders after they are placed.

 

Why have I only received part of my order?

If you have ordered two or more satchels we may despatch them individually as stock allows and to avoid unnecessary delays. Please be assured that this is normal procedure, and the remainder of your order will follow at the earliest opportunity.

 

What sizes are available?

Please refer to our comprehensive size guide to help you select your perfect satchel.

 

What is a batchel?

The term Batchel was coined by The Cambridge Satchel Company and refers to the Classic satchel with the addition of a top handle.

 

What is embossing and what does it look like?

We offer an in house embossing service which allows you to personalise your bag. The font we use is Edinburgh and it is available in four options: Blind (no colour fill), Gold, Silver or Black. There is a charge of £7 per letter for upper and lower case. Maximum charge of £28. Please see below for a breakdown of this;

1 Letter - £7.00 - $10 - €9 - ¥69

2 Letters - £14.00 - $20 - €18 - ¥138

3 Letters - £21.00 - $30 - €27 - ¥207

4 to 8 Letters - £28.00 - $40 - €36 - ¥276 

We do also offer symbol embossing with only one symbol per bag. There is an additional £7 charge for individual symbol embossing.

Please also allow an extra 3 working days for all items that have been embossed or personalised.

PLEASE NOTE: Unfortunately due to size, design and leather some of our products cannot be embossed. We apologise for any inconvenience that this might cause.

Have you not found what you needed? Check out our embossing page for more details.