Frequently Asked Questions
I've ordered my satchel. When will I receive it?
Every satchel is lovingly handmade for each custom order. As such, it can take up to 30 working days for your satchel to be made and shipped.
As soon as we hand your satchel to the courier (FedEx UK & FedEx International), you will receive tracking information letting you know that your order is on its way.
If your order was made more than 30 workings days ago, contact us and we'll be happy to give you an update on your order.
Which countries can you deliver to? What are the delivery charges?
We are currently teamed with FedEx who do their utmost to get your order to you whichever corner of the globe you are in. Unfortunately at this time we are unable to ship to Brazil.
Please see below for our delivery charges.
FedEx UK - Any number of satchels at a flat rate of £5.99 (for orders over 5 satchels please get in touch for a confirmed delivery price)
Next day delivery. We can offer other delivery services at an extra cost, please contact us directly with your requirements
FedEx - Europe - 1 bag £12, 2 bags £17 - delivery usually takes 2-6 working days
FedEx - USA/Canada - 1 bag £16, 2 bags £20 - delivery usually takes 24-49 hours
FedEx - Rest of the world - 1 bag £20, 2 bags £40 - delivery usually takes around 5 working days
If you are ordering a bag to be delivered to a different address please supply separate contact details for the recipient for us to pass on to our courier.
For customers in Asia we always send out satchels individually to avoid large tax on your part.
I live outside of the EU, do I pay VAT?
Whilst all of our non-EU orders are zero-rated for VAT, the web price is the same as we subsidise shipping and the additional admin costs associated with export sales.
What currency will I be billed in?
All prices on the Cambridge Satchel website are in £GBP (Great British Pound) Sterling.
Will I need to pay customs duty on my bag order?
Every country has different rules, so we would advise that you contact your local postal service to find out more about the duty costs in your country.
My bag is faulty. Can I get a refund or exchange?
Cambridge Satchel Company bags are manufactured to a very high standard but sometimes, as these bags are handmade, it's possible for a fault to slip through.
If you believe there is a fault with your satchels please contact us via email with photographic evidence of the fault and we will advise you of our returns procedure.
If you wish to return the bag as it does not suit your requirements please request a returns form from our customer services team. Returns will only be accepted if the satchel is unembossed and in a new, unused condition.
How should I care for my bag?
Please see our handy tips on caring for your satchel by clicking the following link: http://www.cambridgesatchel.co.uk/shop/satchel-care
Can I find out if you have a specific bag in stock?
Unfortunately we do not hold stock of most of our satchel lines however if you have an urgent request please do not hesitate to contact us directly and we will always do our best to help.
How can I change my delivery address?
The delivery address you have entered in to our system is the address your order will be despatched to unless otherwise stated. The website may not appear to have registered this change, however please be reassured it is correct in our system.
We will always do our upmost to make changes to delivery addresses, however these amendments cannot be made once the satchel has entered the final processing stage so please ensure any changes to your delivery address is made as soon as possible.
How can I amend my order?
Please refer to the Contact Us section. This will allow you to send us an email with changes to your order. Please note that while we will do our upmost to make amendments to order details we cannot guarantee any changes made to orders after they are placed.
Why have I only received part of my order?
If you have ordered two or more satchels we may despatch them individually as stock allows and to avoid unnecessary delays. Please be assured that this is normal procedure of you have only received a part of your order and the rest will follow as soon as possible.
What sizes are available?
Please refer to our comprehensive size guide to help you select your perfect satchel.
What is a batchel?
The term Batchel was coined by The Cambridge Satchel Company and refers to the Classic satchel with the addition of a top handle.
What is embossing and what does it look like
We offer an in house embossing service which allows you to personalise your bag. The font we use is Edinburgh and it is available in four options: Blind (no colour fill), Gold, Silver or Black. There is a charge of £5 per letter for upper and lower case. Maximum charge of £20.