More Services

Hey, how can we help you?

Here you will find all the information you need about our satch online shop. Simply navigate through the individual topics to find the right answer to your question.

If you still have questions, our Customer Happiness Team will be happy to help.

Shipping & delivery

1. Shipping costs

Germany

DHL: 3-5 working days – 4.90 €
free over 29.00 €

Austria

DHL or DPD: 3-5 working days – 9.90 €
free over 39.00 €

Switzerland

DPD: 3-5 working days – 9.90 €
free over 39.00 €

For deliveries to Switzerland, additional value-added tax, duties or other charges such as customs clearance costs may occur. These costs are not included in the goods or shipping costs for Swiss end customers and may have to be paid by you to a third party when the goods are imported. The value-added tax is calculated based on the taxable value of goods – which consists of cost of goods, shipping costs, customs clearance costs and duties. You will have to pay this tax to the forwarder. For detailed information on the customs duties, please visit the TARES calculator of the Swiss Federal Customs Administration at https://xtares.admin.ch/tares/login/loginFormFiller.do .

Belgium, Denmark, France, Italy, Netherlands, Spain (European mainland only)

DHL or DPD: 4–6 working days – 9.90 €
free over 39.00 €

Bulgaria, Estonia, Finland, Irland, Croatia, Lettland, Latvia, Luxembourg, Poland, Portugal, Romania, Sweden, Slovakia, Slovenia, Czech Republic, Hungary

DHL or DPD: 4–6 working days – 9.90 €
free over 199.00 €

Greece

DHL or DPD: 7-9 working days – 9.90 €
free over 199.00 €

2. Shipping and handling charges

Please note that shipping and handling charges include more than just postage. They also cover transportation insurance, personnel costs for shipping employees and packaging. If you have any questions or comments, please let us know.


3. Delivery time

We do our best to make sure your satch products arrive at your door as quickly as possible. If the items are in stock, your order will generally arrive within 3-5 business days.

If some items take longer to ship, your order will be sent once all the items are in stock. If you choose bank transfer as your method of payment, we will begin the shipping process as soon as the payment is deposited to our account.


Returns

Germany and Switzerland

If the product does not meet your expectations when you buy it, you have the option within Germany and Switzerland to return it free of charge within the return period* of 30 days.

1) Print out the following form and enclose it with the package: To the form

2) Print the return slip and stick it on your package:

Germany: To the return slip

Switzerland: To the return slip

After receiving your return, the amount will be credited back to you using the same payment method that you used to pay for your order.

All other countries

Returns outside Germany and Switzerland are at your own expense and are only possible within the return period* of 30 days.

1) Print out the following form and enclose it with the package: To the form

2) Please send your return to:

  • FOND OF GmbH – Retoure B2C
  • c/o dadada GmbH
  • Heinrich-Barth-Strasse 16
  • 53881 Euskirchen
  • Germany

* This does not affect your statutory right of withdrawal. The details of the statutory right of withdrawal can be found under § 4 of our terms and conditions.

Complaint & Spare Parts

If you discover a defect in your product within the guarantee or warranty period, please send us an e-mail with a photo of the defect and the invoice to: info@satch.com. We will process your request and get back to you as soon as possible.

In case of defective or lost buckles or spare parts please send a photo of the broken part as well as your shipping address to: __ info@satch.com__. If in stock, we will send you the needed spare part by post free of charge (even outside the guarantee period and without proof of purchase). The spare parts are sent by letter post with Deutsche Post, therefore there is no tracking number. After dispatch, the delivery takes approx. 4-5 working days.

Payment Methods

Payment with credit card

With us you can pay conveniently and securely by credit card. We accept Visa and Mastercard credit cards.

Your data will be transmitted in encrypted form using the SSL process, which makes your purchase from us safe thanks to this high security standard.

When completing the order, 3DS authentication is used (Verified by VISA, MasterCard Secure Code). This type of authentication ensures that transactions on the Internet are carried out particularly securely using special encryption methods.

No additional software is required for this. You will be automatically forwarded to your bank's website for payment processing. To complete the order, please follow the steps given there.

If there is an error message, this may be due to the following reasons: - The 3D Secure code is incorrect - The bank did not authenticate the credit card - The credit card limit is not covered

If in doubt, please contact your bank or our customer service.


Payment via PayPal

If you would like to pay by PayPal, you will be redirected to PayPal at the end of the order process.
Here you can log in to your existing PayPal account, register as a guest or open a new PayPal account and make the payment.
After successful payment you will be redirected back to our order overview and can complete your order. Your payment will usually be credited to our account within a few minutes and your order will be processed immediately.

Please note that by using Paypal, you agree to PayPal's terms and conditions and therefore accept Paypal's processes.


Payment in advance

If you select the payment method "Prepayment", your order will be processed after receipt of payment.

The items will remain reserved for you until we receive your payment (maximum 10 days).

Please state your order number in the reason for payment when making your transfer. You will find this in the order confirmation which you will receive by e-mail after purchase (it may take a few minutes until this e-mail arrives).

Our bank details:__

Account holder: FOND OF GmbH
Bank: WGZ BANK
IBAN: DE45 300 600 100 000 228 030
BIC: GENODEDDXXX

Please note that the payment method "prepayment" is not available for sale offers. As soon as you have a reduced item in your shopping cart, this option will not be displayed in the checkout area under "Payment method", but only "Paypal" or "Credit card".

Warranty

1 year on top: online warranty extension You can extend the warranty period with us online by an additional year - simply fill out the form and get a third warranty year for free.

Please note:

• The renewal must be made within the first two years from the date of purchase. Unfortunately, we cannot consider extensions that are entered after the expiration date.

• Keep your receipt safe, because the guarantee is only valid with proof of purchase.

• All accessories are excluded from the warranty extension.





Warranty conditions

General and warranty

Our warranty terms apply individually for each country. Learn more on our warranty terms for the EU and Switzerland. For further information on other countries please contact us: service@satch.de

We, FOND OF GmbH, grant a two-year manufacturer’s warranty on the workmanship and material of all satch school bags and satch trolleys, further referred to as satch product, from the date of purchase. The warranty applies within the European Union and Switzerland and within the personal scope if you, as a consumer, have purchased a satch product within the meaning of Section 13 of the German Civil Code.

Your statutory rights as a consumer in the event of defects (subsequent performance, withdrawal or reduction as well as, if applicable, damages in accordance with Sections 437 et seq. German Civil Code) are not limited by this warranty, but can be asserted against the respective dealer (seller) independently and free of charge.

If you identify material or processing defects within the two-year warranty period and return the satch product to the respective dealer or directly to us before the warranty expires, we will rectify the defect in question or replace the satch product with a defect-free product. We make the decision on how to remedy the defects. We will cover the costs incurred for rectifying defects as well as any shipping costs incurred. We will not assume any other costs that may also arise in connection with the warranty claim, such as costs for shipping packaging.

The warranty does not cover normal wear and tear and damage caused by improper handling, accidents or extreme temperatures.

All accessories of the satch product to which only the statutory warranty rights apply are excluded from the warranty, in particular: Leisure backpacks, clothes, duffle bags, gym bags, pencil cases and sliders incl. filling, rain capes, folder boxes, drinking bottles, hip bags, clutches, swaps and reflective stickers, tags, laptop sleeves.

Please note that the satch product may deform due to external influences such as a washing cycle in the dishwasher or washing machine or strong force from above, such as sitting on it, causing it to lose its stability. In addition, the deformed body can lead to the inability to open/close your satch product properly.

In the event of a warranty claim, the warranty period will not be extended by another two years. The warranty is always valid from the date of purchase and is limited to the two-year term calculated from the date of purchase.

Making a warranty claim

In the event of a warranty claim, please contact us as the guarantor:
FOND OF GmbH
Vitalisstraße 67
50827 Köln
info@satch.com
+49 (0) 221 9567 3229

To make a warranty claim, you must first provide details of your satch product by e-mail or telephone. These details include the proof of purchase (invoice or receipt), a description of the damage, photos of the damage and the personal address of the applicant. Approximately 1–2 working days after submitting the form, you will receive a reply from us by e-mail in which the warranty case is qualified and the further procedure is explained.

Procedure in the event of a warranty claim

If all the necessary information is provided and the warranty claim is valid, you will receive a return label from us to return the satch product to us in the original box or suitable packaging. The product will be inspected and repaired approx. 1–2 working days after receipt of the return. If the defect in the product is irreparable, you will be contacted again by e-mail and informed of your right to a replacement product. If the inspection shows that there is no valid warranty claim, we will return your satch product to you free of charge.



Notes & Labels

Here you will find all the legal disposal instructions and labels for our products.

icon-ce-kennzeichnung-80px

CE Label

The CE label is an indication that a product has been tested by the manufacturer and that it meets all EU-wide requirements for safety, health and environmental protection.


icon-Bedienungsanleitung-80px

Operating instructions

To use the product, it is necessary to read the accompanying operating instructions.


icon-weee-Kennzeichnung-80px

WEEE-Label

The appliance must not be disposed of in household waste. Note on environmental protection: From the date of transposition of the European Directive 2012/19/EU and 2006/66/EC into national law, the following applies: electrical and electronic equipment as well as batteries and accumulators must not be disposed of in household waste. and electronic devices as well as batteries and accumulators must not be disposed of in household waste. The consumer is legally obliged to return electrical and electronic equipment as well as batteries at the end of their service life to the public collection points set up for this purpose or to the points of sale. The return is free of charge. All electrical and electronic equipment placed on the European market must be marked with this symbol. The symbol of the crossed-out wheeled bin indicates that the appliance must be disposed of properly at the end of its working life. If the appliance and its accessories have been disposed of, take this manual to the If the unit and accessories have been disposed of, dispose of this manual as waste paper. With recycling, material recycling or other forms of recycling of old appliances/batteries, you are making an important contribution, as valuable metals are contained and can thus be reused. In this way you contribute to the protection of our environment.


icon-batterie-kennzeichnung-80px

Battery Label

Diese Batterie darf nicht mit dem Hausmüll entsorgt werden. Das Symbol der durchgestrichenen Mülltonne ohne Balken weist darauf hin, dass die Batterie am Ende ihrer Lebensdauer ordnungsgemäß entsorgt werden muss. Sofern Batterien und Akkumulatoren zerstörungsfrei vom Altgerät getrennt werden können, sind diese separat zu entsorgen. Bei der Entsorgung sind offen liegende Kontakte von Batterien vollständig mit einem Stück Klebeband zu verdecken, um Kurzschlüsse zu verhindern. Auch wenn Batterien leer sind, kann die enthaltene Restenergie bei einem Kurzschluss gefährlich werden (Aufplatzen, starke Erhitzung, Brand, Explosion).


icon-lithium-batterie-80px

Lithium Battery

Attention! Coin battery, contains lithium.


icon-Altersbeschraenkung-ab-drei-Jahren-80px

Age restriction from 3 years

Caution! Not suitable for children under 36 months due to small parts which may be swallowed, choking hazard.

Contact

You can reach our customer happiness team from Monday to Friday from 9:00 a.m. to 6:00 p.m.

If you still have another question or concern, we can of course also be reached by e-mail to info@satch.com or by telephone on +49 221 9567 3229 there for you.

If you have any questions about your order, please include your order number if possible. You can find this in your order confirmation email.