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Returns

We want you to be as happy as you can be with your bag. So whether there is a problem with the bag or you just change your mind on which bag you want we try and make returning it as easy as possible.

How do I return my bag?

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 post office. For international returns please contact our customer services team on returns@Zatchels.com for the best way to send your bag back to us.

Can I return a personalised bag?

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. 

Do I have to pay to return my bag?

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 in at your local post office. For international returns please contact our customer services team on returns@Zatchels.com for the best way to send your bag back to us.

Can I return a bag if I have just changed my mind

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.

What if my bag is damaged?

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.