FAQ Frequently Asked Questions



Look at the about us section to discover our history.

Where are EASTPAK's brand team located?

EASTPAK’s headquarters are based in Bornem, Belgium. EASTPAK is a part of VF Corporation’s Outdoor Coalition which includes other major brands such as Kipling, Jansport, Napapijiri, Nautica, Reef, The North Face and Vans.

Where can I find the addresses of the EASTPAK stores?

You can find all addresses of EASTPAK stores and dealers in the Store Locator section of our site.

How can I contact EASTPAK's customer service?

You can select the “Contact Us” shortcut at the bottom of the screen of our site. We will do our very best to reply to you shortly.

I cannot remember my password, what shall I do?

Your password is only required when you are ready to pay for your order. Once you have selected your bags in "My Shopping Bag", proceed to the "Check Out". Then click on the link "Forgotten password". You will receive an e-mail with your updated password to your personal e-mail address. You can also update your password any time in "My account"

Can I get my order delivered anywhere in the world?

Your delivery from is limited to Austria, Ireland and Portugal

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

Yes, we understand that many customers are at work during the day and may like to receive delivery there or want to send their purchases as gifts. You can have items sent to an address which differs from your personal address, as long as it remains within the delivery zones as stated above. Nonetheless please note that once your order is confirmed, it is not possible to change the delivery address anymore.

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

You can make any changes or cancellations you wish within your shopping bag until you confirm your payment. Once your payment has been made and your order confirmation received, it is not possible anymore to make changes or cancellations.

How can I pay for my order in the EASTPAK online shop?

All orders placed in our online shop have to be paid in advance. We accept the following credit cards: MasterCard, Visa, Visa Electron, American Express and Maestro. Paypal is available as well. At the moment we are not able to accept any cheques or bank transfers.

What is the leadtime for delivery?

Standard delivery takes between 3-4 working days once your order has been despatched from our warehouse. If your order is placed by 11am it will be despatched from our warehouse on the same day. Orders placed after 11.00am will be processed the day after and orders placed after 11.00am on Friday will be shipped on Monday.

How can I track my shipment?

You can track your shipment by selecting the section "My account" on our site, then click on “My orders and Shipment status”. Alternatively, on the shipment confirmation, which you will receive by e-mail from us, you will be able to click directly onto a link to our carrier. Note that the tracking link becomes available 24 hours after collection of your goods.

How will I know that you have received my order?

Your order will be confirmed immediately on screen and you will also receive an order confirmation from us by e-mail.

What is the delivery charge for my order?

- Standard: Free
Free delivery at your personal or working address. Track your order on or on

What is your return policy?

EASTPAK is pleased to offer an effortless and free shipping return policy. If for any reason you are unhappy with your purchase you can return it for a full refund within 30 days from the date of delivery, providing it has not been worn or used and is in its original packaging.

For more details on how to return your product, please check our return policy.

What should I do if the goods arrive damaged?

If any part of your order arrives damaged, you should notify us within 48 hours so that we can take this up with the carrier. You will then have the standard 14 days to make the return. Please follow the procedure detailed above.

Where can I get my EASTPAK bag repaired?

If you purchased the bag in our online shop, you can contact our customer service. If you have not purchased the item in our online shop, we advise you to return to the shop where you bought it. Or you can contact the EASTPAK warranty and repair service

What if I ordered the wrong color-size?

In our online shop we do not accept returns of items that were purchased in another shop. Also, in our online shop it is not possible to exchange bags. If for any reason you are unhappy with your purchase you can follow our returns procedure described under “what is your return policy?” to return it for a refund. If you wish to receive another style or colour, we kindly advise you to place a new order. If you have not purchased the item in our online shop, we advise you to return to the shop where you bought it.

How can I clean my EASTPAK bag?

Care instructions for fabric bags: Clean the outside fabric with a slightly wet cloth. Do not bleach. Do not soak in water. Hang in a shady place. On bags with leather, avoid moistening the leather when cleaning. In case of a deep stain, clean the fabric with a cloth or soft brush using water and neutral soap. A universal-use protective spray (i.e. Scotchguard – found in most shoe or handbag departments) may be used to keep the product looking clean. Care instructions for leather bags: Our leather products have been made with care from genuine leather. The leather texture is naturally generated and will develop a rich patina over time. Any variations in the color and grain are a result of the natural characteristics of the leather. Care should be taken when wearing light colored garments to prevent color transfer (a natural risk with leather). Keep the product dry and avoid contact with damp or wet surfaces. Limit the exposure to direct heat or sunlight. To clean the product, just wipe it with a soft, dry cloth. Do not use any chemical cleaners to care for the product. Optional care, not essential: With a soft brush, a colourless cream can be applied regularly to leather areas (not for Nubuck leather). The product can be protected by applying a waterproofing agent, following the recommendations given by the manufacturer.