Our Return Process

Sometimes you do not find the perfect satchel in the first go. We understand it and that is why we offer a standard 28-day return policy for all qualifying orders. You might want to change the colour, upgrade to a bigger size, choose a different style or it could just be that it is an unwanted gift. You can follow our 3 step return process to send it back to us.

Complete the return form

Pack it and ship it

Get proof of postage

Do you qualify for a return?

Where you have no other legal right to return a product and receive a refund or exchange, then you will nonetheless be entitled to return a product to us where:

  • We accept the returned product within 28 days following the date of delivery of the product. 
  • The returned product is in pristine condition which will allow us to resell the product as new. That is returning the product in its original packaging, including all straps, accessories, labels, and documents that the order was shipped in. 
  • The product has been purchased as a gift and it is unused. 
  • You have informed us during the purchase process that the product is an intended gift.

Note: When products are purchased during the holiday season as an intended Christmas gift, you have until the 20th of January of the following year to return a product back to us.


UK returns procedure

Please follow these steps to return your purchase correctly:

  • Contact our team to request a return. Use our Return Form.
  • Once your return has been authorised, send the product to us, in its original condition with all straps, shoulder pads, etc., in a box. If the straps are left out and/or the satchel is damaged, the original returns agreement may be, and you will be billed for the repair. Additionally please include a note inside stating order ID and contact details.
  • Don’t forget to get a proof of postage. This will act as your insurance with us, should the product go missing on it’s way back to our workshop. Also, ask our team, and we will be able to provide you with a FreePost label that can be used to send the product back at no cost to yourself. Proof of Postage will still be required.

International returns procedure

Please follow these steps to return your purchase correctly:

  • Contact our team to request a return. Use our Return Form. 
  • If the satchel return is authorised, send the product back to us using your regular post service – not a courier. The product must be returned to us in its original condition with straps, shoulder pads, etc. in a box. If the straps are left out, and the satchel is damaged; as a result, the original returns agreement may be, and you will be billed for the repair. 
  • Don’t forget to get a proof of postage. This will act as your insurance with us, should the product go missing on it’s way back to our workshop. Depending on circumstance and our discretion, our team will be able to provide you with an account number for DHL that can be used to send the product back at no cost to yourself. Proof of Postage will still be required.

Exclusions

Satchels that have been personalised with embossing or had straps or gusset depths adjusted may not be refunded or exchanged.

Refunds

We will give you a refund for the full price of any product properly returned by you per the terms of this returns policy ([including/excluding] the original delivery charges and [including/excluding] the costs of returning the product to us).

Refund exclusions

Where you return a product in contravention of this policy (and where you do not have any other legal right to return the product):

  • We will not refund or exchange the product. 
  • We may retain the returned product until you pay us such additional amount as we may charge for re-delivery of the returned product.

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