FREE DELIVERY AND RETURNS
30 YEAR WARRANTY

FAQ Frequently Asked Questions

FREQUENTLY ASKED QUESTIONS - HOW MAY WE ASSIST YOU?

What is EASTPAK?

Eastpak is the place to shop when you want a new backpack, bum bag or piece of luggage. We've been around since 1952 and you can read about our journey since then on “Our Story” page.

Which stores stock EASTPAK bags?

We have a handy “Store Locator” to help you find all of our Eastpak stockists. Simply select your location and the relevant stores will all appear. .

How can I contact EASTPAK customer service?

You can give us a call or fill in our online form and we will do our best to reply to you as soon as we can. Find all the details on our “Contact Us” page.

How do I contact your press and media relations team?

For information about press releases, lookbooks, interviews, product placement opportunities or any other press requests, please “contact us” with your query and we'll direct it to the relevant team.

How do I contact your sales team?

If you need to contact our sales team, simply “contact us” with your query and we'll direct it to the relevant sales team.

How do I opt out of marketing communications?

We'll be sorry to see you go but if you'd like to opt out of our marketing communications, simply unsubscribe using the link at the bottom of a marketing email that we've sent you. If you change your mind, you can always re-subscribe via the link at the bottom of our homepage on eastpak.com - you're always welcome!

How do I make a complaint?

We're sorry to hear that you'd like to make a complaint but we always look for ways to improve. Just “contact us” and we'll see how we can help you.

What are your Terms & Conditions?

You can find and read our full terms and conditions on our “Terms of Delivery” page.

What is Eastpak's approach to sustainability?

Eastpak is part of VF corporation, one of the world’s largest apparel, footwear and accessories companies with a diverse portfolio of iconic lifestyle brands, including Vans, The North Face and Timberland. You can read all about VF's sustainability and responsibility strategy 'Made for Change' on the “VF Sustainability” site, detailing how VF plans to drive transformative solutions to make VF's business and the lives we touch better.

Who controls the processing of my personal data?

The controller of the personal data that is collected when you use www.eastpak.com (other than when you purchase goods from us), and that is collected for our marketing and profiling activities is: VF INTERNATIONAL S.A.G.L. – EASTPAK, Via Laveggio 5, 6855 – Stabio, Switzerland. For further details, please have a look at our “Privacy Policy”.

I've forgotten my password, what should I do?

Not to worry, simply click on this “Forgotten password” link and we will email you with your updated password. You can also update your password at any time in "My account".

How do I change my password?

Simply log into "My account" online using your existing password, go to the Personal Data section and you will be prompted to put your old and new password in and to confirm when you are finished. Your password will then have been successfully changed.

How do I change my email address?

You can change your email address in "My account" online within the Personal Data section.

Can I get my order delivered anywhere in the world?

Not quite anywhere but we do have a wide range of delivery destinations available. We deliver to: Austria, Belgium, France, Germany, Holland, Ireland, Italy, Luxemburg, Portugal, Spain, Denmark, Gibraltar and the United Kingdom (including Northern Ireland and the Isle of Man). We do not deliver to British Overseas Territories, the Channel Islands and British Forces Post Offices, Livigno, Vatican City and Republic of San Marino, Dutch Overseas Territories, French Overseas Territories, Ceuta & Melilla, Andorra, the Baleraric Islands, and the Canary Islands and PO Boxes.

Can I get my order delivered to a different delivery address?

Absolutely. You can have items sent to an address which differs from your personal address, as long as it remains in one of our delivery zones. However, as soon as your order has been confirmed, you can no longer change your delivery address as it's already in process.

When will my order be delivered?

Our delivery options and timelines vary slightly by country so head to our “Delivery Terms” page, select your location and you will find the relevant delivery timelines for you. We will also send you a confirmation email as soon as your order has been shipped.

How can I track my delivery?

You can track your delivery within "My account" in the section titled 'Track delivery and returns'. We will also send you a link to track your order in your delivery confirmation email. Please note that this tracking link will become available only 24 hours after the collection of your items.

How much do I need to pay for delivery?

We offer free Standard and Collection Point delivery for all countries. Additional delivery options vary slightly by country so head to our “Delivery Terms” page, select your location and you will find the relevant delivery timelines for you. We will also send you a confirmation email as soon as your order has been shipped.

What should I do if my order arrives damaged?

If any part of your order arrives damaged, you should notify us via the "Contact Us" page, so we can take this up with the carrier. You will have the standard 30 days to return your item for free via our “returns process”

What if I'm not in when my order is delivered?

If you're not in when your order is delivered, you'll need to contact the carrier directly as they will be able to assist you further.

What happens if I've received the wrong item?

If this happens then firstly, we're sorry you didn't receive what you ordered. You will need to follow our returns process to send the item back to us and then order the correct item either in store or online. Just check our "Returns Policy" for how to send your item back and if you have any additional questions, you can always “contact us” directly.

Can I collect my order?

Yes you can! We offer free Collection Point delivery and you can find all the info on our “Delivery Terms” page. Just select the option at the check out.

Can I collect my order? [for AU, IRE & PT]

Unfortunately, we are currently unable to offer Collection Point delivery in Austria, Ireland or Portugal. To find info about the delivery options available to you, visit our “Delivery Terms” page.

What should I do if my order hasn't arrived?

If your order hasn't arrived, “contact us” and we'll look into this straightaway.

Can I choose a delivery date?

Currently it's not possible to select a specific delivery date for your order.

My order is showing as delivered but I haven't received it yet

If this happens, please “contact us” so we can look into it for you.

Can I still make changes or cancellations once my order has been confirmed?

You can make any changes or cancellations you wish within your shopping basket until you confirm your payment. Once your payment has been made and your order confirmation received, it is no longer possible to make changes or cancellations as your order is already in process.

How will I know that you have received my order?

Your order will be confirmed immediately on screen and you'll also receive an order confirmation from us by email. If you receive neither of these, please “contact us” and we will look into it for you.

What if I ordered the wrong colour or size?

If you bought your item online and ordered the wrong colour or size, we advise you to return your original item by following our returns process and to place a new order for the correct colour or size. If you bought your item in store, you will need to return it to the shop where you bought it from and then purchase the new colour or size in that same store or online.

I've not received an order confirmation email, what should I do?

Sorry to hear you haven't received a confirmation email yet. Just “contact us” and we'll look into this for you.

How do I place an order?

Placing an order online is quick and easy - we don't want to take up too much of your time! Once you've found what you're looking for, you can add it to your shopping basket and choose to check out. At the checkout you'll be able to select your delivery and payment methods. You can also choose to create an account or check out as a guest. Once your order is complete, it will be confirmed on screen and we'll send you an email as well. And that's it!

Can I use a promotional code?

Yes you can! You can add your code during the checkout process when you're confirming your details and the discount will be taken off your order, providing you have entered a valid code.

How can I pay for my order online?

As soon as your order has been confirmed, we will take your payment. We're not able to accept any cheques or bank transfers. For the full list of payment options and accepted cards, please go to our “Payment Terms” page and select your location.

My payment has been declined, what should I do?

To request a VAT receipt for your order, simply send an invoice to us via our “contact us” page. We will then sort this out for you.

How do I get a VAT receipt ?

The best thing to do is to “contact us” and we can look into it for you.

What is your return policy?

If for any reason you are unhappy with your online purchase, you can return it for a full refund (even if it was bought in Sale or Outlet) within 30 days from the date of delivery, providing it has not been worn or used and is in its original packaging. If you want to return an item bought in a store, you must return it to the store that you bought it from. For more details on how to return your product, please check our “Return Policy”.

How do I get a refund for my order?

You can return your order for a full refund (even if it was bought in Sale or Outlet) within 30 days from the date of delivery, providing it has not been worn or used and is in its original packaging. If you want to return an item bought in a store, you must return it to the store that you bought it from. For more details on how to return your product, please check our “Return Policy”.

How long will my refund take?

As soon as we've received your refunded item/s in our warehouse, we'll send you a confirmation email and process your refund payment within 5 - 7 working days.

Can I return my item to a store?

You can, of course, return your item to a store if you bought it from that store. If you ordered the item online, you'll need to follow our returns process for online orders. To find out more, read our full “Return Policy”.

Do I need to pay a delivery charge to send an item back?

No, there's no delivery charge to send an item back to us. Once we've approved your returns request, you can follow our returns process outlined in our “Return Policy” and choose to either drop your return into an available collection point or wait for carrier pick-up on an agreed date.

Can my item be repaired ?

If you purchased your item online, you can contact our Warranty Team about repairs. Find the relevant contact details on our “Warranty” page. If you purchased your item in a store, we advise you to return it to the shop where you bought it from and they can help you further.

How do I file a warranty claim?

You can find all the info on how to file a claim as well as what our warranty covers and how to contact our Warranty Team on our “Warranty” page.

Will my airline accept my luggage as cabin size?

It's always good to check as it does vary per airline. You can find cabin sizes per airline on our “Cabin Size Info” page and the dimensions per item are stated on each individual product page.

How can I be sure I'm buying a genuine Eastpak?

You can read our tips on how to make sure you're buying a genuine Eastpak bag on our “Counterfeit” page. The only global official Eastpak site is www.eastpak.com and we strongly recommend purchasing from our official Eastpak site in order to guarantee you will receive genuine Eastpak products as well as the customer and warranty service that comes with them.

How accurate are your product prices and descriptions?

We do our best to ensure that the information about our products is accurate and up-to-date. However, we can't guarantee that there will be no errors at all in the description and/or pricing of our products, or that products will always be available if you wish to purchase them. It's also worth noting that the colours you see on your screen may depend on your computer system and settings, so we cannot guarantee that your computer will accurately display them. We reserve the right to modify the information about products displayed on Eastpak.com, including price information, description and availability. However, such changes will not affect orders for which you have already received an order confirmation email for. For more information on this topic, you can read our “Term of Sale”.

Is my bag waterproof?

The outside material of our bags is not waterproof, but water resistant. We try to protect our products as much as possible against moisture by using a water resistant material both on the outside of the bag and on the inside lining. For more info, head to our “Product Care”page.

Will you be getting more stock of a particular item?

Where possible we'll restock popular items so it's worth checking back to see what's been added.

Are Eastpak bags machine washable ?

None of our bags are machine washable but you can still keep them clean. We've put together some tips for you on our “Product Care” page.