FAQs

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.

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 Sale 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.

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.

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 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.

The driver will attempt your delivery address first in all instances. If you are not at home the driver may also attempt delivery to your nominated safe location.

For a convenient alternative to waiting at home, we also off delivery to a safe, local collection point. You can find your nearest location on Yodel Store locator.

Choose Pick-up Point in the checkout for this delivery method. Pick-up Point deliveries are FREE.

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 titles, you can always Contact Us directly.

Unfortunately, we are currently unable to offer Collection Point delivery in Austria, Ireland, Portugal or Switzerland. 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.

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.

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.

The best thing to do is to Contact Us and we can look into it for you.

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.

To get a free returns label, please go to our Return Policy and follow the steps to book a return. You will be prompted to generate a returns label to print.

If you are unable to print a returns label, please Contact Us.

Please note, refund values shown in the return status emails are subject to applied discounts, tax, and shipping costs. If you think you have received an incorrect refund, please Contact Us.

You can track your return, and its status, from the moment it left with the carrier until your get your refund. You can get to the tracking page in three ways:

1. Via email. Once you have handed your return to the carrier you will have received a confirmation email. In this email is a button which you can click to take you to the tracking page.
2. Via Track my Order. At the top of the website you can click "Track my Order". Enter your order number and email address used to place your order with. Once your order is displayed, select "Manage my Returns" button.
3. Via My Account. If you are a registered customer, you can log into your account and click on the order you've returned from and select "Manage my Returns" button.

Found it but want to understand more? Go to What does the Tracking page and status mean? for more details.

You will also receive a few updates via email to make sure you stay up to date.

Yes, you can change your return method at any time before you hand it to a carrier or drop it off.

You can do this by accessing your order details either via:

1. Track my Returns: At the top of the website you can click "Track my Order". Enter your order number and email address used to place your order with. Once your order is displayed, select "Manage my Returns" button. Or,
2. My Account. If you are a registered customer, you can log into your account and click on the order you've returned from and select "Manage my Returns" button.
   

For both options:
Once on the returns page, select "Cancel the Return" to cancel the booked return.

Want to rebook? Follow the same steps in “How do I return my order?” Please note, if you change the method on the same day of home pick up, it may still occur.

The Return tracking page provides a lot of helpful information about your return and starts tracking as soon as you hand the item over to the carrier.

What does the page show?

• The date at the top is an estimate of when the return will reach our warehouse.
• The return status is underneath this date. Go to "What Does My Return Status Mean?" for more details.
• The "Latest update" section shows the details of the last tracking event; where the package was scanned and the date of scanning. If you click the link "show full history" you will be able to see the tracking events that have already occured since starting the return process.
• The tracking number is the number given by the carrier for your return. The hyperlink will take you to the carrier site.
• You'll also find an overview of the item(s) you are returning.

Your tracking update will show 1 of 4 possible status. Here are the possible statuses in chronological order:

• Awaiting Carrier pick up/Drop off: The return has been booked online, but not yet given to the carrier. Depending on method chosen, or available in your region, please either wait for the carrier to pick it up or drop off your package to your selected location.
• On its way: your return has been picked up by the carrier and is being transported back to our warehouse.
• Delivered: the return has been received in our warehouse, ready for processing and refund.
• Exception: Please “contact Customer Care” for more information.

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.

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.

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.

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.

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.

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.

It's always good to check as it does vary per airline. You can find cabin sizes per airline on our Travel Gear Guide and the dimensions per item are stated on each individual product page.

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.

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.

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.

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

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.