I purchased a Cambridge Satchel for a gift for my Mum, while there is nothing wrong with the bag (in fact, it's beautiful and I would recommend the bags, just not from Coggles) it is just too small for her. I have asked if they could exchange the bag for a different one, not a refund, I didn't want the money back. So, I understand that businesses have terms and conditions, rules in place to ensure it is fair for the customer and the company, however, some help would have been appreciated from Coggles who will not exchange the bag as I only reported the issue 20 days after it arrived and not 14. It could not have been reported earlier due to the date of the birthday. I will now buy another directly from the Cambridge Satchel Company.