This Return Policy applies to all items purchased through the Website and shipped within Italy (San Marino, Livigno and the Vatican City excluded), under the Terms and Conditions of Sale i.e. to any Goods which were supplied in error, were incomplete, damaged or faulty, as well as in case of your exercise of the right of withdrawal pursuant to Clause 9 of the Terms and Conditions of Sale.
How to make a return
Making a return is easy if you follow the steps below:
- 1. As suggested option you can go to your account, go to “Order History”, search your Order number and click on “Request Return”. Fill in the Return Form with the appropriate reason for your return and all necessary details, except where you are returning the goods pursuant to your right of withdrawal. In this latter case you do not need to specify any reason related to the returning.. The form will be sent to the EASTPAK Customer Service Department who will approve your request and will send you an e-mail to confirm receipt of your request. You will also be allocated with a Return Number and receive full details on return shipment procedures
Return request have to come through the original purchaser, BUT Goods will be picked up at the former delivery address. You have to make the pick-up call for this yourself.
2. Return the Goods in their original packaging, where available, complete with any related accessories, hangtags, authenticity tags, protection bags and instruction booklets, together with the consignment note filled out as above. All Goods will be inspected on return.3. Stick the pre-paid UPS return label on your parcel and contact the UPS local office to organize the collection of your parcel.
4. You will be notified by email once your return has been received and processed. All communications will go to the original purchaser.Returns of misdescribed Goods or goods damaged during transport must be made within 2 (two) months of receipt, or in case of faulty Goods within 2 (two) years from receipt of the Goods, it being understood that certain Goods are further warranted against possible defects in materials and workmanship for 30 (thirty) years from the date of purchase. For more details, please refer to the Warranty and Product care section or to the hangtag on the Good purchased.
Returns in exercise with the right to withdrawal contained in Clause 9 of the Terms and Conditions of Sale must be made within 10 (ten) working days of receipt of the Goods.
Receiving a refund
Please also note that we will not process your refund until we receive the Goods. When you return the Goods pursuant to your right of withdrawal we will process your refund no later than 30 (thirty) days from the date of acknowledgment by us of your exercise of the withdrawal right. Once we receive the Goods, we will:
1. Examine the Goods you have returned to us to verify whether they are faulty, damaged or if they do not correspond to their description on the Website;
2. At your option where the Goods are faulty, damaged or if they do not correspond to their description on the Website: (i) repair the Goods or replace them with new non-faulty or corresponding Goods; or, (ii) refund the price paid for the Goods (along with the original delivery fees). Save that where you have requested, and we are unable to, repair or replace the Goods, we will refund the price paid for the Goods (along with the original delivery fees);
3. Credit the refund for the Goods back to the payment card that you used to pay for the Goods, or repair or replace the faulty or damaged Goods approximately 14 (fourteen) days and in any case no later than 30 (thirty) days from the date that we receive the returned Goods.
Please note that in case of gift wrapping, the related additional cost will not be refunded.
IF THE GOODS YOU HAVE RETURNED TO US ARE NOT FAULTY, DAMAGED, AND CORRECTLY CORRESPOND TO THE DESCRIPTION DISPLAYED ON OUR WEBSITE AND ARE NOT RETURNED IN ACCORDANCE WITH YOUR RIGHT TO WITHDRAW UNDER CLAUSE 9 OF THE TERMS AND CONDITIONS OF SALE, YOU WILL NOT BE ENTITLED TO A REFUND AND WE WILL RETURN THE GOODS TO YOU.
Product Exchange
Product exchange is currently not possible. If you would like the same Good but, for example, in another colour, you’ll have to place a new Order.
When you return Goods, PLEASE NOTE THAT
All items are quality controlled and checked for any faults or manufacturing defects before they are dispatched to you. Should you receive an item that is not in perfect condition please contact us immediately.
Please send all items you wish to return from an order in the same shipment to ensure your return is processed as quickly as possible.
When available, the items should be returned in their original packaging to ensure they are adequately protected in transit. We do not accept liability for Goods which are damaged or lost during return shipment to us.
If the Goods have been used and are not in a re-sellable condition, we will not accept your return.
How your personal data are processed
For the processing of your personal data when you return, or receive a refund, please see our Privacy Statement.