EASTPAK guarantees its products against possible defects in materials and workmanship it offers a standard warranty of 30 years on all regular products (packs, bags and luggage). Where such defects occur EASTPAK will repair or replace the item in question. The 30 year warranty does not include certain 'special' products, such as those made of a limited edition 'fashion' fabric or construct; these come with a 2 year warranty. If you are not sure which warranty is the right one for your EASTPAK please check the hangtag that comes on your bag at purchase, this will clearly state the relevant warranty term. The warranty is limited up the value of the EASTPAK in question and is only valid when the product is used for the purpose it was intended under normal conditions. The warranty does not cover any damage caused by normal wear & tear, neglect, misuse, abrasion, exposure to extreme temperatures, acids or solvents; nor does it cover damage caused by third parties during transportation (such as airline travel). All returns are subject to inspection and approval by EASTPAK before any repair or replacement is authorised. This warranty does not affect your statutory rights.
If you need more information you can contact us by email eastpakwarranty_uk@vfc.com
Download Warranty Form (in pdf - in jpg)
If you live in the Canada, please click here.
If you live in the USA, please click here.
Read the FAQ
Read the Warranty Terms
How to get your EASTPAK fixed : How do I request to get my EASTPAK repaired or replaced ?
Can I bring my bag back to the retailer ?
Who pays the postage to the service centre ?
Do I have to pay anything to get my EASTPAK fixed under warranty ?
This EASTPAK means a lot to me, if you can't fix it I don't want a replacement, just send it back to me as it is, can you do that ?
When does the warranty term start ?
I am worried about damage to my EASTPAK during Airline transportation, what do you advice ?
How do I clean my favorite EASTPAK article?
Surely I can just get someone to fix my EASTPAK ?
The zipper on my EASTPAK is broken, can I get it repaired ?
I am going to send my EASTPAK back to get fixed, how should I pack it ?
How to get your EASTPAK fixed : How do I request to get my EASTPAK repaired or replaced ?
First, Download the Warranty Form from the website.
Fill in this form and send it together with the faulty EASTPAK to the address given on the form. If you have more questions or need help you can email us eastpakwarranty_uk@vfc.com
Can I bring my bag back to the retailer ?
It is possible to bring your bag back to the retailer. But it is the retailer’s decision if he handles the repair for you or not.
Who pays the postage to the service centre ?
Please make sure that you stamp your parcel sufficiently when sending it to us.
Of course we will cover the costs of sending your EASTPAK back to you!
Do I have to pay anything to get my EASTPAK fixed under warranty ?
The only thing you have to pay for is postage back to our service centre.
This EASTPAK means a lot to me, if you can't fix it I don't want a replacement, just send it back to me as it is, can you do that ?
OK, it's your EASTPAK . If we cannot fix your EASTPAK, we usually replace the product. If for some reason you don’t want a replacement and would simply prefer to have your EASTPAK back in its un-repaired condition please tick this off on the repair form. We will do our best to make it happen.
When does the warranty term start ?
From the date on the purchase receipt.
I am worried about damage to my EASTPAK during Airline transportation, what do you advice ?
Check your EASTPAK carefully after it has been handled by the airline (or other transporters) and submit a claim directly to the airline - they are insured against damaging your luggage. Try to make this claim as soon as possible upon arrival at your destination, ideally before clearing customs.
How do I clean my favorite EASTPAK article?
First, if your EASTPAK is really mucky you may need to clean it, please follow the care instructions given on the website. Then just take the bag back to the retailer with a proof of purchase if you have one.
Here are some tips on how to look after your favourite bag.
Please hand-wash your EASTPAK with care using lukewarm water and a mild soap. Using a washing machine may damage your bag. Once you have carefully washed your bag don’t wring it, but hang it up to dry out naturally.
If you have a suede or leather bottom on your bag we suggest you use a suitable protective spray before use. We also advise you to try not to get the suede or leather wet as this might result in loss of colour.
Important: After washing you will need to treat your bag to maintain the special water repellent coating. We suggest you use a special textile protection spray to do this. In order to keep you bag in top shape, we suggest you reapply the protective spray at regular intervals (proportional to the wear and tear the bag is getting).
Please note : EASTPAK products are treated to be water repellent and not waterproof, unless specifically stated as such.
Surely I can just get someone to fix my EASTPAK?
If you are going to get the bag repaired please do it via the retailer or download the EASTPAK Warranty Form fill it in and send the form back to us together with the faulty bag. If you let just anyone try to repair your bag the warranty will no longer be valid.
The zipper on my EASTPAK is broken, can I get it repaired ?
As long as you didn't deliberately bust your zipper or neglect your EASTPAK, you should be able to get the zipper repaired under warranty.
I am going to send my EASTPAK back to get fixed, how should I pack it ?
To avoid damage during transportation, please pack your EASTPAK into a box, with care.
We offer you a warranty on all EASTPAK® products according to the warranty conditions of the company VF (Warranty Department). We would like to point out to you the difference between guarantee and warranty. The legal guarantee assures you that our products are delivered to you in fault free condition and the warranty offers you protection within our warranty conditions from natural deterioration that may occur during the life of the product’s warranty.
Warranty regulations:
§1 Contents of Warranty
§2 Warranty coverage
§3 Warranty exclusions
§4 Duties of the buyer / warranty recipient
§5 Warranty Service
§6 Valid warranty areas
§7 Period
§1 Contents of Warranty
The manufacturer / warranty grantor offers the buyer / warranty recipient a warranty that includes the full functionality of the under §2 mentioned parts of the product from the date of purchase up to and including the entire length of the warranty period. A valid warranty claim occurs if one of the parts as mentioned in the stipulated warranty conditions deteriorates during the life of the guarantee and consequently has to be repaired.
§2 Warranty coverage
The following parts are included in the warranty:
| * | Zippers | |
| * | Buckles | |
| * | Seams | |
| * | Hook-and-Loop tape | |
| * | Press studs | |
| * | Colour fastness (two years) |
No warranty for items that lost color by being displayed in a shop window or outside the shop.
§3 Warranty exclusions
The following damages are excluded from the warranty:
| * | Damage caused by violence, a lack of reasonable care, mishandling and wilful or malicious damage | |
| * | Damage caused by washing the product in the washing machine, overloading it or repairing it yourself or having it repaired by a third person | |
| * | Damage caused by changing the original design of the product | |
| * | Damage caused by accidents, fire, theft, unauthorised use, robbery or embezzlement or damage caused by the effects of storms or hail. | |
| * | Damage caused by transporting the product, e.g. on an airline. |
The warranty does not cover either the contents of the bag or subsequent damage that may arise as a result of the original fault. Items that were bought in an Outlet store (second choice) are not covered under warranty. The warranty does not cover consumer dissatisfaction with the product in terms of disliking the fit, weight, colour or style. Products identified as fakes will also not be covered under the warranty.
§4 Duties of the buyer / warranty recipient
The buyer / warranty recipient on discovering damage to the product is obliged to:
| * | Notify the place of purchase or manufacturer of the damage as soon as this becomes apparent | |
| * | Stop using the damaged product | |
| * | Ensure that the repair of the product is carried out by a repair centre officially recognised by the supplier or manufacturer | |
| * | Clean the product if necessary before sending it to be repaired (hand wash only!) |
No right to claim warranty will be granted if any of the above duties are disregarded.
§5 Warranty Service
Products, where the fault is recognised under the warranty, must be sent to the repair centre. It is not necessary to have this return authorised before sending the item back. The products will be repaired free of charge within our warranty terms and conditions. If a product is no longer in a state of repair, we reserve the right to exchange the product. If the consumer stipulates that the product has a specific personal value and respectively requests that the product should not be replaced, we will then do everything possible to repair the product. If a product has to be replaced, the consumer will receive, as far as is possible, the same product in the same colour. Should the same product be no longer available, it will be replaced with a comparable model with similar characteristics and of a similar value. If the colour were no longer available, we reserve the right to exchange with a similar colour. After the warranty procedure is complete the item will be sent back to the sender. EASTPAK doesn’t re-pay for repairs or alterations that are performed outside our Warranty Service.
§6 Valid warranty areas
The warranty is valid throughout the whole of Europe.
§7 Period
The warranty is valid for a period of 30 years from the date of purchase.