FAQ Frequently Asked Questions
FREQUENTLY ASKED QUESTIONS - HOW MAY WE ASSIST YOU?
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.
You can find all addresses of EASTPAK stores and dealers in the Store Locator section of our site.
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.
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"
Your delivery from www.eastpak.com/uk-en/ is limited to the United Kingdom, with the exception of Gibraltar and the Channel Islands.
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.
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.
All orders placed in our online shop have to be paid in advance. We accept the following credit cards: MasterCard, Visa, Paypal, American Express and Maestro. At the moment we are not able to accept any cheques or bank transfers.
Standard delivery to the United Kingdom takes between 2-4 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. Our Express delivery at your personal or working address will take approx 2 working days for all orders placed before 11am. Orders placed after 11.00am will be processed the day after and orders placed after 11.00am on Friday will be shipped on Monday. If you decide to have your order delivered to a collection point, they will receive it within 2-4 working days. Nearly all collection points are open early until late, 7 days a week. The opening times for your preferred store will be shown as you choose your preferred collection point when placing your order
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.
Your order will be confirmed immediately on screen and you will also receive an order confirmation from us by e-mail.
- Standard: Free
Free delivery at your personal or working address. Track your order on gls.com or on eastpak.com
- Express: £12.00
Express delivery at your personal or working address within 2 working days for all orders placed before 11.a.m.
- Collection points: Free
Get your orders delivered to one of over 5,500 local stores in the UK for collection at your convenience using our Collect+ delivery service. Stores are typically open 8am – 9pm, 7 days a week so you can collect your order at your ease rather than waiting in for a home delivery - Estimated delivery: 2-4 working days
The appropriate delivery charge will appear automatically in your shopping bag.
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.
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.
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.
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.