RETURNS POLICY

How to make a FREE return:

1) Start Your Return

Visit track your order, enter your order number and your email address, and click ‘create a return’. Select the items you want to return, the reason for the return and the return method. On the return confirmation page, click on the 'Print Return Label' button. This will generate the label you will need to print to return the item(s). If you do not have access to a printer, please contact us.

2) Pack the products with the return label

Pack the order in your original box (different boxes can be used, but we strongly encourage recycling where possible) and attach the new label, ensuring the original label is covered.

3) Give it to the Carrier

For shipping it yourself, drop off the package at the preferred selected location within the opening hours where the person will scan it ready for it to be picked up. You'll receive a confirmation of this in your inbox along with a tracking number.​

4) Wait for return confirmation and refund

You'll be able to track your return right up until it has been fully processed.​ You'll receive an email update as soon as your returned products have been received and processed. This might take up to 2-3 business days after we've received your return.​ The whole process, from when you've handed the parcel to the carrier to when the refund is visible on your account, can take up to 14 days.​

In case you have any question please have a look at our FAQ. If you have any feedback on our returns process, don’t hesitate to let us know via our Contact Us page.​

 

Right of withdrawal

If you are not satisfied with the products you received or have simply changed your mind about purchasing them after we have e-mailed you your order confirmation, you can return them within 30 (thirty) calendar days of delivery of the products and get a refund.

This is a right of withdrawal that you can exercise without penalty and without giving any reason. Please note that while the products remain in your possession you are responsible for keeping them safe, secure and in good condition. In case of returns for change of mind (right of withdrawal), you will be fully reimbursed apart from shipping costs for express delivery, if you had chosen this shipping method.

Legal guarantee for faulty goods

Eastpak guarantees its products against possible defects in materials and workmanship and 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.

 

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