Delivery, Returns & Refunds
Delivery Times and Costs
You can find information on our trunk delivery here.
| SHIPPING COUNTRY |
SHIPPING COST |
DELIVERY TIMES |
CUSTOM INFORMATION |
|---|---|---|---|
|
of America |
$35 *Free US Delivery on orders over $200 *Please note due to the handcrafted nature of our product during peak periods there maybe slight delays to dispatches. (Please note your total order after any discounts must be $200 or over to be eligible for free shipping.) |
|
Duty free under Orders over $800 are shipped DDU |
| UK |
$10 *Please note due to the handcrafted nature of our product during peak periods there maybe slight delays to dispatches. |
2-3 Working Days | |
| European Union |
All orders for shipping to Europe must be ordered from our EU site. |
|
|
| China (excluding Hong Kong SAR) |
$53.50 |
5-8 Working Days | Delivered Duties Paid (DDP) |
| Hong Kong SAR |
$53.50 |
5-8 Working Days | Duty free |
| Australia |
$53.50 |
|
Paid (DDP) |
| Brazil |
$66.75 |
|
Unpaid (DDU) |
|
Canada |
$40.00 |
|
Unpaid (DDU) |
|
South Korea |
$46.75 |
|
Unpaid (DDU) |
|
Everywhere Else |
$45 |
|
Unpaid (DDU) |
Can I track my order?
You will receive an email confirmation once your order has been despatched to confirm that your order is on it’s way to you, included in this communication will be how you can track your parcel.
Do I need to sign for my delivery?
All deliveries require a signature. All customers have the option of having their parcel left in a safe place at your own risk - all you need to do is select the “leave in a safe place” option when our courier contacts you regarding the delivery of your parcel.
What couriers do you use for US and International deliveries?
For China, US and the rest of the world we use DHL.
Do you offer next day delivery?
We do not currently offer next day delivery on our US store.
Do you deliver to BFPO’S or PO boxes?
We do not deliver to BFPO’s or PO BOXES unless you live in an area such as the UEA where PO boxes are a standard form of delivery.
Can I have my trunk order delivered internationally?
We do offer delivery of trunks for overseas but delivery costs are generally higher than UK trunk deliveries. You can find out more by contacting our Customer Care team by clicking below.
Can I order a bag from one of your shops?
Yes, if the item you want is in stock, our shop team can send an email with a cart link to make payment and arrange for it to be sent directly to your required delivery address.
How do I return my product?
All orders are shipped from the UK and must be returned to our UK address.
All returns should be sent back in the original packaging provided including the dust bag. We are not able to accept items that have been embossed – unless the item is faulty.
Please note that customers are liable for the return shipping costs as well as any associated fees.
Please contact our Customer Care team by emailing returns@cambridgesatchel.com to let them know you wish to return an item. Simply quote your Order Number, product and reason for returning.
Cambridge Life Returns:
We are sure you will love your Cambridge Life product but if not, we are happy to accept returns, ensuring the diffuser or candle are returned in an unused condition with the cellophane still on.
What is your return policy for online purchases?
Standard Returns Policy
Customers can receive a full refund for all unused and unembossed purchases when returned to us within 28 days from the date of delivery. We do request that you get in touch with us regarding the return of your bag within 14 days. We do not offer refunds or exchanges on products which have been embossed.
What is your return policy for shop purchases?
You are able to refund or exchange items within 28 days to any of our shops. The product must be unused and unembossed and you must be able to show your proof of purchase.
We understand it may not be convenient for you to return to one of our shops to return a purchase bought in-store. Therefore you can refund and exchange all unused and unembossed purchases within 28 days by contacting our customer services team at returns@cambridgesatchel.com
How do I return my bag if it is not suitable?
You can contact our returns team at returns@cambridgesatchel.com
Can I return an item I bought online to one of your stores?
You can bring the item into a store and we will send it to the Workshop for them to process the refund. This will mean that there will be additional time on the refund process. We can offer exchanges in store for an item of the same price or higher.
Please contact our Customer Care team by emailing returns@cambridgesatchel.com to let them know you wish to return an item. Simply quote your Order Number, product and reason for returning and they will generate the ARN number, this will be needed to return your product either in store or online.
My bag is faulty, can I get a refund or exchange?
If your bag is faulty, we are more than happy to assess this for you. We will then advise if you are eligible for an exchange or a replacement item depending on the nature of the fault, and the age of the product. Please send a photograph of the fault, as well as your order number to returns@cambridgesatchel.com and we will get back to you as soon as possible.
Will my postage be refunded if my items are damaged and faulty?
If items from your order are faulty and you have supplied the information requested to support your complaint, we will then cover the cost of postage.
What do I do if there is a problem with my return?
If you think there is a problem with your return, you can speak to a member of our returns team by contacting returns@cambridgesatchel.com
How will I know when my returned item has been received and refunded?
Once we have received your return and have processed it, you will receive notification that your refund is on its way. It should then take 7–10 working days for your refund to be processed.
Can I return items bought previous to sale?
We are unfortunately unable to price match sale items. Previously bought items may be returned if they have been purchased within 28 days, and are in an unused and new condition and re-purchased at the lower price. Embossed items cannot be returned.
Can I return embossed items?
Embossed items cannot be returned. This includes all symbols that you have personally selected and added to your order, including the free bicycle symbol.
Extended Christmas 2024 Returns Policy
We’ve extended our returns policy for Christmas 2024. Orders placed from 11 November 2024 – 24 December 2024 can be returned up until 12 January 2025, for a full refund back to your original payment method. Orders placed after 24 December 2024 are subject to our returns policy.
