Things to note:

All orders are shipped from the UK and must be returned to our UK address.

All returns should be sent back in the original packaging provided including the dust bag. We are not able to accept items that have been embossed – unless the item is faulty. You may be required to provide photographic evidence before a return will be authorised. Once your return request has been authorised, please package up the unwanted item and enclose the returns form inside the parcel. Please ensure that all shoulder straps/backpack straps are inside the bag, to avoid damage in transit.

Step one

Please contact our Customer Care team by emailing returns@cambridgesatchel.com to let them know you wish to return an item. Simply quote your Order Number, product and reason for returning.

Step two

You would have been issued a returns form in your parcel when it arrived, please fill in the details on the form and add the ARN number that you have been issued with. Please then enclose this inside the parcel you are returning. If your item was a gift or you have lost your returns form then please let the team know when you request a return by email, and they can send you an alternative returns form to complete.

Step three

When returning your item, we recommend that you use a signed-for postal service, as unfortunately the Cambridge Satchel Co. cannot be held responsible for any losses in transit. Please also ensure that returns documentation are marked as “Returning goods to sender as not suitable”. Please be advised that you will be responsible for the cost of the return postage and any re-delivery charges for exchanges if the item isn’t faulty.

Step four

We will be in touch to confirm that we’ve processed your refund or that your new purchase is on its way to you. Refunds will be processed within 7-10 working days via the original method of payment. We are unable to guarantee the date the refund will credit your bank account as it will depend on your bank or credit card issuer.

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Cambridge Life Returns:

We are sure you will love your Cambridge Life product but if not, we are happy to accept returns, ensuring the diffuser or candle are returned in an unused condition with the cellophane still on.

You can refund or exchange all unused and unembossed purchases within 28 days of you receiving your parcel. We do request that you get in touch with us regarding the return of your bag within 14 days. We do not offer refunds or exchanges on products which have been embossed.

You are able to refund or exchange items within 28 days to any of our shops. The product must be unused and unembossed and you must be able to show your proof of purchase.

We understand it may not be convenient for you to return to one of our shops to return a purchase bought in-store. Therefore you can refund and exchange all unused and unembossed purchases within 28 days by contacting our customer services team at returns@cambridgesatchel.com

You can contact our returns team at returns@cambridgesatchel.com

You can bring the item into a store and we will send it to the Workshop for them to process the refund. This will mean that there will be additional time on the refund process. We can offer exchanges in store for an item of the same price or higher.

If your bag is faulty, we are more than happy to assess this for you. We will then advise if you are eligible for an exchange or a replacement item depending on the nature of the fault, and the age of the product. Please send a photograph of the fault, as well as your order number to returns@cambridgesatchel.com and we will get back to you as soon as possible.

If items from your order are faulty and you have supplied the information requested to support your complaint, we will then cover the cost of postage.

If you think there is a problem with your return, you can speak to a member of our returns team by contacting returns@cambridgesatchel.com

Once we have received your return and have processed it, you will receive notification that your refund is on its way. It should then take 7–10 working days for your refund to be processed.

We are unfortunately unable to price match sale items. Previously bought items may be returned if they have been purchased within 28 days, and are in an unused and new condition and re-purchased at the lower price. Embossed items cannot be returned.

Embossed items cannot be returned. This includes all symbols that you have personally selected and added to your order, including the free bicycle symbol.