Returns & Refunds

We hope that you will love your Zatchels bag but we understand if you change your mind and would like to return it to us.

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 that we will email you 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. Please note, shipping costs will not be refunded.

You will need to send the item(s) back to us within 28 days of receipt.

Just email us at customerservices@zatchels.com including your original order number and the reason for the return. For UK returns, we will provide a pre-paid return shipping label with the amount of £3.99 to cover this will be deducted from your refund amount.

For International orders, the cost of returning your order should be covered by the sender.

While we try to be as accommodating as possible, we do not offer refunds or exchanges on products which have been engraved, 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 your bag is damaged or faulty on arrival then 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 and proof of purchase must be shown. Bags should be returned to your original point of purchase.

International Customers:

Returns should be sent at your own expense for return or exchange. Contact customer service within 14 days, return or exchange within 28 days.

For International orders returned with unpaid import duties, the original shipping will be deducted from any refund due