Our Returns Process

OUR RETURNS PROCESS

Returns made easy as 1,2,3!

We understand that from time to time you may wish to return a product to us. This may be due to a dislike of the colour, needing a different size or it could simply be an unwanted gift. You will be happy to know that we have a standard 28-day returns policy to enable you to return products to us in appropriate circumstances.

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Return

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:

  1. We receive the returned product within 28 days following the date of delivery of the product.
  2. The returned product is unused and in its original packaging, any strap/shoulder pad/backpack straps inside the product, with any labels/documents still attached and otherwise in a condition enabling us to sell the product as new.
  3. The product has been purchased as a gift and is in its original condition i.e. not used.
  4. You have notified us that the product is intended as a gift during the purchase process.

Note: If you wish to return a product to us that has been bought as a present for the holiday season, you have until the 20th January to send it back to us.

UK returns procedure

Please follow these steps to return your purchase correctly:

  1. Contact our team to request a return. Use our Return Form
  2. Once your return has been authorized, 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 canceled and you will be billed for the repair. Additionally please include a note inside stating order ID and contact details.
  3. 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.
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International returns procedure

Please follow these steps to return your purchase correctly:

  1. Contact our team to request a return. Use our Return Form
  2.  If the satchel return is authorised, send the product back to us using your normal 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 canceled and you will be billed for the repair.
  3. 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 in accordance with the terms of this returns policy ([including/excluding] the original delivery charges and [including/excluding] the costs of returning the product to us).

Little Things

Improper returns

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 to us such additional amount as we may charge for re-delivery of the returned product