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FAQs

Please see below for our frequently asked questions. Hopefully these will provide the answers you need, but if not, please just email us and we'll do our best to help.

For personalisation questions see our Personalisation FAQ.
To learn about how we guarantee our bags see our Lifetime Guarantee FAQ. 

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 can I pay?

We accept Visa, Visa Debit, Mastercard and UnionPay as well as PayPal.

Why wasn't my payment accepted?

The most common reason for a payment not to be accepted is that the billing address of the order doesn't match the billing address of the card being used. The billing address should be entered exactly as it is shown on your card statement. Don't worry though you can specify a different shipping address for your satchel to be delivered to.

If you are having problems with your card not been accepted then sometimes paying through our PayPal option will solve the problem. Don't worry you can still pay using your credit card and don't need to have a PayPal account to use this payment option.

Is my information secure?

We place your security as a top priority and so our site has been designed with that in mind. All areas of Zatchels.com that involve you entering personal or payment information are secure and we do not store card details under any circumstances.

Can I personalise my bag?

Yes, we now offer laser engraving on the inside of the lid of most of our satchels and saddle bags. For more information see our personalisation FAQs.

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?

All of our bags are handmade to order, but if you let us know as soon as you can we can often make changes to your bag before it is dispatched. Please email us at customerservices@zatchels.com as soon as possible and we will see what we can do. 

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 more information on delivery charges please see our delivery and payment page.

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'm not at home to receive my delivery?

If you aren't at home to sign for your delivery then you will receive a card telling you whether your parcel: will be redelivered, has been left with a neighbour, or has been taken to the local courier depot. If you need to collect your parcel from a depot or post office then please make sure you take the card as well as ID. If someone else will be collecting the parcel on your behalf then they need to take your ID as well as their own.

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 14 days of receiving your order. A member of our returns team will then process your return, as long as you return the bag within 14 days we will provide a pre-paid postage label to send the bag back to us. After you've done this, please visit the returns section of the site and download a returns form to complete and include with the bag when you send it back. Whenever possible use the original packaging when returning the bag so it isn't damaged in transit. 

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. When we ship your bag we will send you an email with a tracking number to help you track the parcel if there are any issues with delivery.

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 instructions. 

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 the courier.

What size bag should I get?

Please visit our size guide to help you decide which size satchel is best for you.

Are your bags all real leather?

Every bag we sell is made from real leather. Some bags have a foil or fabric surface applied to them to create a certain effect but the bag itself is 100% leather.

How should I care for my bag?

We have provided you with a cloth bag in which to store your satchel, which will keep it protected when you're not using it. If your bag should get wet then please let it dry naturally and do not apply direct heat. Clean any light stains with a damp cloth and do not use any detergents. We do offer a selection of care products which can help you protect and clean your bag.

How long will my bag last?

Treated correctly, there is no reason your bag shouldn't last a lifetime and to back this up we offer a lifetime gurantee against any manufacturing defects. For more information see our lifetime guarantee page.

Is my bag waterproof?

As leather is a natural material and will absorb water, none of our bags are waterproof. If your bag does get wet then dry off any surface water as soon as you get home and allow to dry naturally. Please ensure that the bag is completely dry before using it again to avoid damaging the surface of the leather.

Getting your bag very wet or failing to dry off surface water may cause the leather to swell which can discolour or damage the surface of the leather. We recommend that you use our Nano Pro waterproofing spray on your bag before use to protect the surface of the leather.

What care products should I use on my bag?

We recommend Collonil's leather care products for our bags and you can purchase them directly from our care products page. The Nano Pro spray adds a protective layer to the leather to help protect your bag from dirt and water without changing the finish of the leather. It is best applied before you start using your bag and reapplied occasionally as it will wear off over time especially on the straps and where the bag brushes against your body as you wear it. Just spray it on to the bag making sure you include the sides and bottom of the bag as well as the strap.

The leather cream is for cleaning the surface of your bag, just apply it with a soft cloth and it will help bring the colour and shine back to the leather by cleaning away any everyday grime that has built up on the surface of the leather. After cleaning your bag we recommend re-spraying it with Nano Pro.

I don't live in the UK, why can't I order care products?

Unfortunately we aren't allowed to send aerosols by air so we can only deliver them to mainland UK addresses. The same is true of the leather cream as it comes in glass jars. If you live in a country that we can't ship care products to, don't despair, you should be able to buy Collonil products or their equivalents from bag or shoe shops in your country.

I've seen a Zatchels bag that I really like but it's no longer on your website. Is there a way I can still buy it?

Of course we can never guarantee that a bag we no longer have for sale will be available, but we will always do our best to help. Please email us at customerservices@zatchels.com to let us know which bag you would like. If we have the leather available then we will do our best to complete your order.

What options are available with my bag?

All of our satchels are available in four different sizes: 11.5”, 13”, 14.5”, 16” and 17.5". You have the option of a handle on all of our satchels in each size. If you choose to have a handle on your bag then we will also make the strap detachable. We also offer magnetic closure as a quick and easy addition to the buckles on the bag and an option of backpack style straps if you want another option of how to wear your bag.

What if I want a cardholder on my bag?

If your bag does not come with a cardholder as standard and you would like one then please email us at customerservices@zatchels.com with your request and order details. We will always try and help you get exactly the bag you want. Please note that cardholders are not available on our 11.5” bags.

What if I do not want a cardholder on my bag?

If your bag comes with a cardholder as standard and you would prefer not to have one then please email us at customerservices@zatchels.com with your request and order details. We will always try and help you get exactly the bag you want.

I have a special requirement for my bag. Can you help?

As all of our bags are handmade to order, we will always do our best to accommodate your wishes. If you have a special request for your bag, such as a shorter strap length or different colour stitching for example, please email us at customerservices@zatchels.com and we'll do what we can for you.

Will my bag look like the picture?

Whilst every effort is made to ensure the leather we source matches the images on our web site, please be aware that in some cases due to leather being a natural product there may be some variation in shade and texture. This will not affect the quality of your bag.