FAQ across website | Eastpak

FAQ Frequently Asked Questions

    • What is EASTPAK?
      Eastpak is the place to shop when you want a new backpack, fanny pack, or piece of luggage. We've been around since 1952 and you can read about our journey since then on “Our Story” page.
    • How can I contact EASTPAK customer service?
      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.
    • How do I opt out of marketing communications?
      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 us.eastpak.com - you're always welcome!
    • How do I make a complaint?
      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.
    • What is Eastpak's approach to sustainability?
      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” (Opens in new window) site, detailing how VF plans to drive transformative solutions to make VF's business and the lives we touch better.
    • Who controls the processing of my personal data?
      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”.
    • I've forgotten my password, what should I do?
      Not to worry, simply click on this “Forgotten password” link and we will email you a link to reset your password.
    • How do I change my password?
      While logged out please click on “Forgotten password” link and we will email you a link to reset your password.
    • Can I get my Eastpak order delivered anywhere in the world?
      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, the United Kingdom (including Northern Ireland and the Isle of Man), the United States. 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. Visit eastpak.com for orders outside the 50 US states.
    • Can I get my Eastpak order delivered to a different delivery address?
      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.
    • When will my Eastpak order be delivered?
      Your order will be delivered in 5-7 business days. We will also send you a confirmation email with tracking as soon as your order has been shipped.
    • How can I track my Eastpak delivery?
      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.
    • How much do I need to pay for delivery?
      Shipping is free.
    • What should I do if my order arrives damaged?
      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.
    • What if I'm not in when my order is delivered?
      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.
    • What happens if I've received the wrong item?
      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. Please “contact us” directly.
    • What should I do if my order hasn't arrived?
      If your order hasn't arrived, “contact us” and we'll look into this straightaway.
    • My order is showing as delivered but I haven't received it yet
      If this happens, please “contact us” so we can look into it for you.
    • Can I still make changes or cancellations once my order has been confirmed?
      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.
    • How will I know that you have received my order?
      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.
    • What if I ordered the wrong colour or size?
      If you bought your item online and ordered the wrong color or size, we advise you to return your original item by following our returns process and to place a new order for the correct color or size.
    • I've not received an order confirmation email, what should I do?
      Sorry to hear you haven't received a confirmation email yet. Just “contact us” and we'll look into this for you.
    • How do I place an Eastpak order?
      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!
    • Can I use a promotional code?
      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.
    • What is your return policy?
      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. Please contact customer service (Opens in new window) for additional details
    • How long will my refund take?

      As soon as we've received your refunded items in our warehouse, we'll send you a confirmation email and process your refund payment within 5-7 working days.

    • Can my item be repaired ?
      If you purchased your item online, you can contact our Warranty Team about repairs. Find the relevant contact details on our “Warranty” page.
    • How do I file a warranty claim?
      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.
    • Will my airline accept my Eastpak luggage as cabin size?
      It's always good to check as it does vary per airline. You can find cabin sizes per airline on our “Cabin Size Info” page and the dimensions per item are stated on each individual product page.
    • How can I be sure I'm buying a genuine Eastpak?
      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.
    • How accurate are your product prices and descriptions?
      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”.
    • Is my Eastpak bag waterproof?
      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.
    • Will you be getting more stock of a particular item?
      Where possible we'll restock popular items so it's worth checking back to see what's been added.
    • Are Eastpak bags machine washable ?
      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.