OUR MOST FREQUENTLY ASKED QUESTIONS
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.
Please contact our Customer Care team by emailing firstname.lastname@example.org to let them know you wish to return an item. Simply quote your Order Number, product and reason for returning.
You will then be issued with a returns form and an ARN number. Please complete this form and enclose this inside the parcel.
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.
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.
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
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.