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Returns & Refunds

In December 2019 the parent company that owned and operated Zatchels went into administration with the loss of a number of jobs. 

January 2020 has seen the Zatchels brand transfer to new owners.

As a new entity with new management, Zatchels is not connected with the previous business except by name. If you have a query relating to the business that pre-dates the 28th January 2020 we ask that you contact your payment provider. Our staff would be unable to help you with your enquiry.

For orders placed since the 28th January 2020

All UK returns are free as long as you send the bag back to us within 28 days of receiving the bag. Just email us on hello@zatchels.uk including your original order number and the reason for the return. As long as you contact us about the return within 28 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 hello@zatchels.uk 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 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 hello@zatchels.uk 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 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 hello@zatchels.uk 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.