Returns & Refunds

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 accomodating as possible when it comes to returns unfortunately we can not 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.

In the unlikely event that you are not happy with your bag, please contact us at returns@zatchels.com within 14 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 make sure you let us know if you would like to exchange it for a different bag or if you would like a refund.

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.

Please click here to download and print the Returns Form.

Delivery

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. Once completed you should receive your item next working day, as we use next day delivery in the UK.

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.

UK deliveries will arrive the next working day after dispatch. Other countries may take up to 10 days for delivery. We ship our bags worldwide, however due to shipping restrictions, we can only ship care products to mainland UK addresses. Unfortunately we cannot deliver to PO boxes.

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.

We offer free UK shipping if you spend over £100, otherwise, there is a charge:

United Kingdom £4
European Union £9
Rest of Europe £9
China and Hong Kong £14
USA and Canada £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.

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.