Delivery & Payment

How can I pay?

Our site accepts both Visa and Mastercard as well as PayPal.
Please make sure that the billing address you enter at the checkout matches the billing address of the card you are using otherwise the payment won't be accepted..

Is my information secure?

We place your security as a top priority and so our site has been designed with that in mind. Zatchels.com has an SSL Certificate which means that your payment is processed securely. We do not store your card details.

Can I cancel my order?

As all of our bags are handmade to order, we cannot guarantee that we will be able to cancel your order. However, we will always try and help if people have changed their mind so please email us at customerservices@zatchels.com as soon as possible and we will see what we can do. This will usually depend on whether we have started to make your bag.

Can I change my order?

As all of our bags are handmade to order, we cannot guarantee that we will be able to change your order. However, we will always try and help if people have changed their mind so please email us at customerservices@zatchels.com as soon as possible and we will see what we can do. This will usually depend on whether we have started to make your bag.

Do I have to pay delivery charges?

Postage and packing is £5.99 delivered to you on our standard next day delivery service. Please note that your bag will arrive the day after despatch and not necessarily after ordering as the bags are all made to order.

What countries will you ship to?

We ship our bags worldwide. Due to shipping restrictions we can only ship the leather food to mainland UK addresses.

What are international shipping costs?

European Union: £12

Rest of Europe: £20

USA, Canada and Japan: £16

Rest of World: £30

Please note that Zatchels is not responsible for any customs or duty charges payable on delivery

Can my order be sent to a PO box?

Unfortunately we cannot deliver to PO boxes. 

What if I order more than one bag?

Due to the size and weight of our bags we do have to charge additional postage if you order more than one. UK orders will always be delivered for £5.99 no matter how many bags you order.

Cost for additional bags:

European Union: £6

Rest of Europe: £10

USA, Canada and Japan: £8

Rest of World: £15

Who will deliver my order?

All of our bags are couriered direct to your door using Parcelforce in the UK or FedEx outside of the UK.

How long will it take between placing my order and receiving my bag?

We usually despatch your bag within ten days of placing your order. However, each of our bags is handmade to order; we do not carry stock so please be aware that at times of particularly high demand your bag could take up to 30 days to be despatched as we may be awaiting your leather.

How will my bag arrive?

Your bag will be inside our Zatchels branded cloth protective bag and placed inside a made to measure box. The Zatchels branding on this box in the form of a security seal will give you the confidence that you are the first to open up your bag.

What if I am not happy with my bag?

We don't think this will be an issue due to the quality of our bags but, in the unlikely event that you are not happy, please contact us at returns@zatchels.com within 7 days of receiving your order and let us know. After you've done this, please visit the returns section of the site and download a returns form to complete. Please then return your bag to us with all the original packaging in the condition it was received. We will then give you a full refund. Please note that, unless the bag is faulty, you are responsible for the return postage costs.

What happens if the bag does not arrive?

In the very rare event that your bag does not arrive, please call us on 0845 521 2723 or email us at customerservices@zatchels.com

What if I am not in when the bag arrives?

Parcelforce will attempt delivery to your address a maximum of 3 times during a day. If you are unavailable, they will leave a card with instructions on how to collect your bag. This will usually be left with a neighbour or at your local Post Office.

Can I track my order?

Yes. We will send you a tracking code in an email confirming that your order has been despatched. You can then use this code to track your order direct with Parcelforce.