Customer Service


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 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.

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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 items within 14 days to any of our stores and exchange within 28 days. The product must be unused and unembossed and you must be able to show your proof of purchase.

You can bring the item into store and we will send it to Head Office 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.

If items from your order are faulty then we will cover the cost of postage. Simply contact the Customer Care team who will be on hand to help arrange your return. For unsuitable items, you are responsible for returns postage charges.

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 to we will get back to you as soon as possible.

If items from your order are faulty then we will cover the cost of postage.

Once we have received your parcel it will take 7-10 working days for your refund to be processed. We will contact you once we have received it to let you know that we are in the process of issuing your refund.

If you think there is a problem with your return, you can speak to a member of our returns team by contacting

Once we have received your return and have processed it, we will contact you to confirm this and to advise that your refund is on its way. It should then take 7–10 working days for your refund to be processed.

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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.

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.