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 customerservices@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 customerservices@zatchels.com for the best way to send your bag back to us.


While we try to be as accommodating as possible, we do not offer refunds or exchanges on products which have been embossed; such as 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 customerservices@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 customerservices@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 we will send you out a replacement as soon as it arrives back with us.

In-store Customers:

If you bought a Zatchels bag from our York store, we are able to refund items within 14 days or exchange within 28 days. The product must be unused, unembossed, and proof of purchase must be shown.

International Customers:

Cover at his own expenses for return or exchange. Contact customer service within 14 days, return or exchange within 28 days