Returns & Refunds
How do I return my product?
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.
Please contact our Customer Care team by emailing email@example.com to let them know you wish to return an item. Simply quote your Order Number, product and reason for returning.
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.
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.
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.
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.
What is your return policy for online purchases?
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.
What is your return policy for shop purchases?
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 firstname.lastname@example.org
How do I return my bag if it is not suitable?
You can contact our returns team at email@example.com
Can I return an item I bought online to one of your stores?
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.
My bag is faulty, can I get a refund or exchange?
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 firstname.lastname@example.org and we will get back to you as soon as possible.
Will my postage be refunded if my items are damaged and faulty?
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.
What do I do if there is a problem with my return?
If you think there is a problem with your return, you can speak to a member of our returns team by contacting email@example.com
How will I know when my returned item has been received and refunded?
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.
Can I return items bought previous to sale?
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.
Can I return embossed items?
Embossed items cannot be returned. This includes all symbols that you have personally selected and added to your order, including the free bicycle symbol.