Delivery, Returns & Refunds
Delivery Times and Costs
Extended Returns Policy
We’ve extended our returns policy for Christmas 2023. Orders placed from 13 November 2023 – 24 December 2023 can be returned up until 14 January 2023, for a full refund back to your original payment method. Orders placed after 24 December 2023 are subject to our returns policy.
Shipping Country |
Shipping Cost |
Delivery Times |
Custom Information |
|---|---|---|---|
| UK | £6.95 |
3-5 Working Days *Please note due to the handcrafted nature of our product during peak periods there maybe slight delays to dispatches. Free UK delivery on orders over £175 (Please note your total order after any discounts must be £175 or over to be eligible for free shipping. The order total does not include gift cards/vouchers or embossing characters.) |
|
| UK Next Day* | £9.95 |
Next Day Delivery to the UK (for orders by placed before 12pm Monday - Thursday, excl bank holidays). *Address exclusions apply, see T&C's. |
|
| UK Saturday Next Day Delivery* | £12.95 |
UK Saturday Next Day Delivery (for orders placed on Friday before 12pm). *Address exclusions apply, see T&C's. |
|
| Channel Islands | £19.95 |
4-5 Working Days Free delivery on orders over £175 |
|
| Europe |
All orders for shipping to Europe must be ordered from our EU site. |
||
| United States of America |
£25 |
3-5 Working Days *Please note due to the handcrafted nature of our product during peak periods there maybe slight delays to dispatches. |
Duty free under Orders over $800 are shipped DDU |
| China | £40 |
5-8 Working Days |
Delivered Duties Paid (DDP) |
| Hong Kong SAR | £40 | 5-8 Working Days | Duty free |
| Australia | £40 |
5-8 Working Days |
Delivered Duties Paid (DDP) |
| Brazil | £50 | 5-8 Working Days |
Delivered Duties Unpaid (DDU) |
| Everywhere Else | £30 | 5-8 Working Days | Delivered Duties Unpaid (DDU) |
Can I track my order?
You will receive an email confirmation once your order has been despatched to confirm that your order is on it’s way to you, included in this communication will be how you can track your parcel.
Do I need to sign for my delivery?
All deliveries require a signature. All UK customers have the option of having their parcel left in a safe place at your own risk - all you need to do is select the “leave in a safe place” option when our courier contacts you regarding the delivery of your parcel.
What couriers do you use for UK and International deliveries?
For all orders in the UK or sent to a European country, we use DPD and DHL.
For China, US and the rest of the world we use DHL.
Do you offer next day delivery?
Yes, Next Day Delivery is available for orders being shipped to UK addresses (excluding Channel Islands, Northern Ireland, Isle of Man, Scottish Highlands & Islands, Scilly Isles). Orders must be placed by 12pm Monday - Thursday (excluding bank holidays) and 'Next Day Delivery' must be selected at checkout.
If you’re returning your order and you’ve paid £12.95 for our Next Day Delivery service and the unwanted items have arrived on time, the delivery charge you paid won’t be refunded as this was part of the service which we provided.
If your order was below £175 and would have normally been our standard delivery of £6.95 but selected our Next Day service as a premium you will receive £6.95 return postage, the standard charge.
If part orders are returned, then no postage costs will be refunded.
Do you offer Saturday next day delivery?
Yes, Saturday Next Day Delivery is available for orders being shipped to UK addresses (excluding Channel Islands, Northern Ireland, Isle of Man, Scottish Highlands & Islands, Scilly Isles). Orders must be placed by 12pm on Fridays and 'UK Saturday Next Day Delivery' must be selected at checkout.
If you’re returning your order and you’ve paid £12.95 for our Saturday Next Day Delivery service and the unwanted items have arrived on time, the delivery charge you paid won’t be refunded as this was part of the service which we provided.
If your order was below £175 and would have normally been our standard delivery of £6.95, then we will refund you £6.95.
If part orders are returned, then no postage costs will be refunded.
Do you deliver to BFPO’S or PO boxes?
We do not deliver to BFPO’s or PO BOXES unless you live in an area such as the UAE where PO boxes are a standard form of delivery.
Can I have my trunk order delivered internationally?
We do offer delivery of trunks for overseas but delivery costs are generally higher than UK trunk deliveries. You can find out more by contacting our Customer Care team by clicking below.
Can I order a bag from one of your shops?
Yes, if the item you want is in stock, our shop team can send an email with a cart link to make payment and arrange for it to be sent directly to your required delivery address.
How do I return my product?
Things to note:
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. 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 note during peak periods there maybe slight delays to returns.
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 would have been issued a returns form in your parcel when it arrived, please fill in the details on the form and add the ARN number that you have been issued with. Please then enclose this inside the parcel you are returning. If your item was a gift or you have lost your returns form then please let the team know when you request a return by email, and they can send you an alternative returns form to complete.
Step three
When returning your item, we recommend that you use a signed-for postal service, as unfortunately the Cambridge Satchel Co. 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 be 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 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.
Cambridge Life Returns:
We are sure you will love your Cambridge Life product but if not, we are happy to accept returns, ensuring the diffuser or candle are returned in an unused condition with the cellophane still on.
What is your return policy for online purchases?
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.
What is your return policy for shop purchases?
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
How do I return my bag if it is not suitable?
You can contact our returns team at returns@cambridgesatchel.com
Can I return an item I bought online to one of your stores?
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.
My bag is faulty, can I get a refund or exchange?
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 returns@cambridgesatchel.com and we will get back to you as soon as possible.
Will my postage be refunded if my items are damaged and faulty?
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.
What do I do if there is a problem with my return?
If you think there is a problem with your return, you can speak to a member of our returns team by contacting returns@cambridgesatchel.com
How will I know when my returned item has been received and refunded?
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.
Can I return items bought previous to sale?
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 condition and re-purchased at the lower price. Embossed items cannot be returned.
Can I return embossed items?
Embossed items cannot be returned. This includes all symbols that you have personally selected and added to your order, including the free bicycle symbol.
COVID-19 Returns Policy
How will my return be handled?
In order to keep our warehouse team safe, parcels will be put into quarantine for 72 hours before staff handle them. Please expect a delay in receiving your refunds or repairs.
Can I still get my bag repaired?
Our products are made to last, however if you need a repair then all you have to do is reach out to our customer services team with your repair request. There will be a delay in dealing with your repair, as all parcels that come back to the warehouse team will be put into quarantine for 72 hours in order to keep our team as safe as possible.
Can I still get in touch with your customer services team?
Yes, you can contact our friendly customer service team here.
They'd be happy to chat to you!
