FAQ Frequently Asked Questions
FREQUENTLY ASKED QUESTIONS - HOW MAY WE ASSIST YOU?
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.
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. .
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.
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.
If you need to contact our sales team, simply “contact us” with your query and we'll direct it to the relevant sales team.
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!
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.
You can find and read our full terms and conditions on our “Terms of Delivery” page.
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.
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.
You can change your email address in "My account" online within the Personal Data section.
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.
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.
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.
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.
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.
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.
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.
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.
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.
If your order hasn't arrived, “contact us” and we'll look into this straightaway.
Currently it's not possible to select a specific delivery date for your order.
If this happens, please “contact us” so we can look into it for you.
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.
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.
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.
Sorry to hear you haven't received a confirmation email yet. Just “contact us” and we'll look into this for you.
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!
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.
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.
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.