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Delivery & Payment

Ordering Information: Payment and Delivery

How can I pay?

We accept Visa, Mastercard, Visa DebitMaestro, China UnionPay and you can also pay with American Express, JCB, Diners Club  and Discover if you choose the PayPal payment option.
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..

We now accept China UnionPay!

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 free to the UK if you spend over £100, otherwise there is a £5.99 charge. For international delivery charges see below. Please note that your bag will arrive the day after despatch in the UK. Other countries may take up to 10 days for delivery.

What countries will you ship to?

We ship our bags worldwide. Due to shipping restrictions we can only ship care products to mainland UK addresses.

What are international shipping costs?

International shipping costs are as follows:

>European Union: £12 (ex. Romania & Gibraltar)

>Rest of Europe: £20

>USA and Canada: £16

>Russia: £45

>Rest of World: £30

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

We have unfortunately had to increase our shipping cost to Russia due to increased courier costs to this country.

Can my order be sent to a PO box?

Unfortunately we cannot deliver to PO boxes. 

What if I order more than one bag?

UK delivery is free over £100 and £5.99 under that no matter how many bags you order.. For international orders there is an additional charge per bag after the first.

Cost for additional bags:

European Union: £6

Rest of Europe: £10

USA and Canada: £8

Russia: £20

Rest of World: £15

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

Our bags are individually handcrafted to order especially for you. Please be aware that your bag could take up to 21 days to be dispatched, however usually is a lot sooner. Rest assured that your bag will be posted out by next day delivery as soon as it is finished and you will receive an email to let you know it is on it's way.

How will my bag arrive?

Your bag will be shipped inside a sturdy sealed box. Every bag comes with a certificate of authenticity and its own unique number. As an extra special touch our satchels, and larger bags come in a Zatchels cloth bag, perfect for keeping your bag safe in between outings. Our boxes are sealed with a Zatchels label so you know it has come straight from us and hasn't been tampered with along the way. If for whatever reason you don't want us to label the outside of the box, for instance if the bag is a present, then please let us know when you place your order.

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 01162 489 345 or email us at customerservices@zatchels.com

What if I am not in when the bag arrives?

Our courier will attempt delivery to your address a maximum of 2 times. If you are unavailable, they will leave a card with information regarding your delivery.

Can I track my order?

Yes. We will send you a tracking code in an email confirming from Zatchels and a second email from courier to confirm that your order has been despatched. You can then use this code to track your order direct with the courier website.