Frequently asked questions

If you have set up a Zatchels account, we have migrated your account over to our new site. However, because we keep your personal details super secure, we are not able to view or transfer your password. Therefore, if you have a Zatchels account, you will need to reset your password.

Please click here and use ‘Forgot your password?’ link. Enter your email address to retrieve your new password.

If you wish to check the status of your orders placed before 28th September 2018, please contact our customer service, and we will be happy to assist you. Please call us on +44 (0) 1162 489 345 or email us at customerservices@zatchels.com

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.

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

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 the surface water may cause the leather to swell which can discolour or damage the surface of the leather.

As leather is a natural product and does absorb water if wet, which can led to damage we highly recommend you waterproof your Zatchels bag to help protect it. The satchels and larger bags come 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.

We recommend Collonil's leather care products for our bags and you can purchase them directly from our care products page. You can use the leather cream 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 leather gel. This fantastic gel cleaner can be used on all of our ranges of leather bags.

All of our satchels are available in four different sizes: 11.5”, 13”, 14.5”, & 16”. 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.

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. Please note the 11.5 satchels do not come with a card holder.

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.

Whilst every effort is made to ensure the leather we source matches the images on our website, 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.

We use a laser to engrave your message into the leather of the bag. This gives an incredibly clean crisp finish to the text and contrasts perfectly with the colour of the leather. We offer a choice of fonts which has been selected to give the best effect.

We offer personalisation on both the inside and outside of satchels. On the inside of the bag your message will be in the center of the lid between the attachments. On the outside of the bag your message will be engraved on to a tab which is then attached to the bag with silver nickel rivets. Some bags can be engraved on the inside of the lid only. The text of your message may vary in size depending on the font, number of characters and the bag's shape, style and size.

Your message can be up to 15 characters on the outside of the bag and up to 60 characters on the inside, space are included so make sure you count them when you are composing your message. We keep a running count of the characters in your message as you type it and show it next to the text box to make it easier to keep track.

Almost all of our made to order bags can be personalised. The effect achieved will depend on the colour and finish of the leather. Some bags can't be personalised, please check the product pages. You won't be able to personalise any stocked bags; these bags are ready-made and ready to dispatch.

If you return your bag to us then we can add engraving for the usual price plus our standard postage charge to send the finished bag back to you.

We offer one fixed price of £10 for personalisation of outside and inside of the bag.

If you change your mind or realise you have made a mistake in your message please contact us on customerservices@zatchels.com as soon as possible. Once your bag has been made then we will be unable to change or cancel the order.

All of our bags are made to last a lifetime and we are dedicated to ensuring that they do! We believe so strongly in the quality of our products that we guarantee all of our bags and if there ever is a problem with your bag we will repair it for you free of charge. All our handmade leather bags are included in the lifetime guarantee. This doesn’t apply to accessories such as wallets, belts etc. Please note: samples and sample sale items are sold as seen and excluded from the lifetime guarantee.

👍 What is covered:

The Lifetime Guarantee covers anything that stops you being able to use your bag as a bag. A broken attachment that stops you doing the bag up is covered, whereas one that is showing wear from hundreds of openings and closings isn’t. Rivets coming out, straps or attachments breaking are all covered. Please note: as leather is a natural product and does absorb water if wet, which can led to damage, we highly recommend you waterproof your Zatchels bag to help protect it.

👎 What is not covered:

The Lifetime Guarantee doesn’t cover cosmetic wear to the leather of the bag or the surface treatment of the leather. Some of our bags that have a surface finish such as a metallic foil or cracked surface will wear over time, changing the look of the bag. This wear is cosmetic and doesn’t affect the integrity of the bag itself so isn’t covered by the guarantee. It also doesn’t cover any damage to the bag as a result of misuse or water damage. As all of our bags are made from genuine leather it is important to protect the surface with a water proofer and avoid the bag getting excessively wet. Using the bag while the leather is wet may lead to extensive damage to the leather itself. Similarly if you spill paint on your bag or your dog chews a hole in it we won’t be able to help.

Yes you will need your original order number or receipt with proof of purchase. You can find the bag ID number printed on a label inside the bag or on the certificate of authenticity that your bag came with.

We perform all repairs free of charge. The only cost is the postage cost to us and a small charge for returning the bag back to once it has been repaired. Our repairs team will be able to let you know the exact cost for location when you contact them.

Repaired bags are subject to the quality checking process in the same way new ones are so your bag will be thoroughly checked before we return it to you. That said due to the nature of certain types of repairs and normal wear and tear, it is not always possible to return your bag to its original condition. If elements of the bag need replacing such as a new strap or replacement attachments we will always try and match the leather as closely as we can. If this isn’t possible, for instance if the bag is a discontinued product or limited edition we no longer have leather for, we will contact you with a suggested leather before performing the repair.

All repairs are done in our factory in Leicester by the same people who make all of our bags. Your bag may even be repaired by the same person who made it in the first place.

We accept Visa, Mastercard, Visa Debit, Maestro, China AliPay and you can also pay with the accelerated checkout if you choose the Apple Pay, Google Pay, PayPal or Amazon Pay 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 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.

As all of our bags are handmade to order, we cannot guarantee that we will be able to change or 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.

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.

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

UK shipping is FREE if you spend over £100 otherwise, there is a charge:

🇬🇧 United Kingdom £4
🇪🇺 Europe £9
🇨🇳 China and Hong Kong £14
🌍 Rest of World £14

No additional carriage charges are applied when ordering more than one bag. Please note: this does not include any duties or customs that may be payable. Zatchels is not responsible for any customs or duty charges payable on delivery unless otherwise stated. Unfortunately we cannot deliver to PO boxes.

Our bags are individually handcrafted to order especially for you. Please be aware that your bag could take up to 28 days to be made. The UK deliveries will arrive the next working day after dispatch. Other countries may take an extra few days for delivery. Please note: personalised bags may take a day or two longer to be delivered but rest assured we will send it out to you as soon as it is ready.

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.

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

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. 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.

In the very rare event that your bag does not arrive, please call us on +44 (0) 1162 489 345 or email us at customerservices@zatchels.com
When we ship your bag we will send you an email confirmation with a tracking link to help you track the parcel if there are any issues with delivery.

All UK returns are free as long as you send the bag back to us within 14 days of receiving the bag. Just email us on returns@zatchels.com including your original order number and the reason for the return. As long as you contact us about the return within 14 days of receiving the bag we will send you a Free UK Returns Label for you to stick to the outside of the box and drop it in at your local DHL service point. For international returns please contact our customer services team on returns@zatchels.com for the best way to send your bag back to us.

While we are as accommodating as possible when it comes to returns unfortunately we cannot accept returns of personalised bags. Of course in the very rare case that your bag has a fault or manufacturing issue then once this is verified we will replace it as usual.

All UK returns are free within 14 days of delivery, just contact returns@zatchels.com for a Free UK Returns Label and stick it to the outside of the box and drop it at your local DHL service point. For international returns please contact our customer services team on returns@zatchels.com for the best way to send your bag back to us. Postage for international returns is payable by the customer.

Firstly get in touch with our repair department at repairs@zatchels.com and provide as much information as you can about the issue with your bag including photos. They will be able to confirm if the issue is covered and how best to return your bag. To actually send the bag back to us we recommend sending it via a signed for service in case it doesn’t get to us and you need to track it. Make sure the bag is securely packed, preferably in a solid box to prevent it being damaged in the post. Please ensure your bag is empty when you return it as we can’t be responsible for returning any stray contents.

If for some reason your bag is damaged or faulty please contact us at returns@zatchels.com within 28 days of receiving your order and let us know that you are returning your bag. Bags must be returned unworn and in their original packaging. Include the Returns Form with your bag when you return it and we will send you out a replacement as soon as it arrives back with us.