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At Cambridge Satchel Company, we take as much care with your satisfaction as we do with our handcrafted leather goods. Should your purchase not meet your expectations, our returns policy ensures a straightforward process to exchange or refund your item.

Our Returns Promise

We accept returns within 15 days of delivery for most of our collection, provided items are:

  • In original, unused condition
  • With all original packaging and tags attached
  • Accompanied by proof of purchase

Non-Returnable Items

To maintain hygiene standards, the following cannot be returned:

  • Care Products (leather treatments and cleaning items)
  • Notebooks (personalised or used items)
  • Keyrings (hygiene considerations)

Special collaboration items (marked X in product names) may have different return conditions – please check product pages for details.

How to Return Your Item

  1. Contact Us: Email our workshop team at [email protected] with your return request using the template below.
  2. Wait for Authorization: We’ll respond within 2 business days with return instructions and an RMA number.
  3. Package Securely: Use the original packaging if possible, ensuring items are protected during transit.
  4. Ship Your Return: Send to our Liverpool workshop at:
    Cambridge Satchel Company
    Returns Department
    42 Mathew St
    Liverpool, GB L8Y 3DU

Return Shipping

Customers are responsible for return shipping costs unless the item is faulty. We recommend using a tracked service as we cannot be responsible for lost returns.

Exchange Process

For exchanges:

  1. Follow the standard return process above
  2. Clearly state your desired replacement item in your email
  3. We’ll process your exchange once we receive the original item

Should your exchange item differ in price, we’ll either refund the difference or invoice you for the balance.

Refund Timeline

Once we receive and inspect your return:

  • Processing Time: 3-5 business days
  • Refund Method: Original payment method (Visa, MasterCard, JCB, PayPal)
  • Refund Visibility: 5-10 business days depending on your financial institution

Return Request Template

Use this template when contacting us about your return:

Subject: Return Request – Order #[Your Order Number] Dear Cambridge Satchel Team, I would like to request a return/exchange for my recent order (#[Your Order Number]). Item(s) to return: – [Product Name] – [Size/Color if applicable] – [Reason for return] For exchanges, I would like: – [Desired Replacement Product] I confirm the item(s) are unused and in original packaging with all tags attached. Please provide return instructions at your earliest convenience. Best regards, [Your Full Name] [Your Contact Number]

Damaged or Faulty Items

If your Cambridge Satchel arrives damaged or with manufacturing faults:

  1. Contact us within 48 hours of delivery
  2. Include photographs of the damage/fault
  3. We’ll arrange a free return label and expedite your replacement

Heritage Craftsmanship Guarantee

While we hope you’ll love your handcrafted satchel, briefcase, or accessory, we understand that sometimes returns are necessary. Our Liverpool workshop team is committed to making this process as smooth as the leather we work with.

For any questions about our returns policy, please contact us at [email protected].