FAQ Frequently Asked Questions

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.

You can give us a call at 1-800-203-4380 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.

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!

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.

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.

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 to worry, simply click on this “Forgotten password” link and we will email you a link to reset your password.

While logged out please click on “Forgotten password” link and we will email you a link to reset your password.

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.

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.

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.

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.

Shipping is free.

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.

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. Please “contact us” directly.

If your order hasn't arrived, “contact us” and we'll look into this straightaway.

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 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.

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.

If you grab something from us.eastpak.com and the Eastpak listed price (pre-tax) drops within the next 14 days, we’ve got your back. We’ll match our lower price—as long as it’s in stock, the exact same item (same style, color, and size), and still available on our site or in-store (as applicable). How to Request a Price Adjustment To request a price adjustment, contact us within 14 days of your us.eastpak.com purchase. Provide a copy of your purchase receipt, showing the item purchased, order number, the date of purchase and the purchase price. We’ll check that your item qualifies for a price adjustment (see Terms & Conditions below) and if it does, we’ll refund you the difference. Terms & Conditions Price adjustments are limited to digital (us.eastpak.com) purchases only. Price adjustment only applies to purchase price of the Eastpak item and excludes shipping rates (for digital purchases) or sales tax. All product, website or store information used for verification must be current, active, and not contain any pricing errors. No price adjustment will be made once 14-day period from date of purchase has expired or in the event of violation of these Terms & Conditions, fraud, or error. Maximum of two (2) price adjustment refunds per customer per calendar month. The price adjustment does not apply to the following: BOGO (buy one, get one) promotions, sitewide promotions, final sales, merchandise exchanges or returns, promo codes rebates, gifts with purchase, loyalty programs, credit rewards, coupons, birthday offers. Custom products, out-of-stock styles, or products subject to backorders or pre-orders. Products imported from outside the United States Products purchased other than at us.eastpak.com. Products discounted by Eastpak as a consumer courtesy, obtained in a manner not intended by Eastpak, or that are otherwise limited for future use only If verified for a price adjustment, the difference will be refunded to the original form of payment. Allow 3 – 5 business days from submission for refund to be credited, if price adjustment is verified by Eastpak. If not verified for a price adjustment, consumer will not be notified. Price adjustment policy applies only to purchases made for personal use.  Only one price adjustment per product. Additional restrictions and exclusions may apply, including without limitation our terms of sale, and product and return policies. Valid only in the U.S. Void where prohibited. Not available to VF Corporation employees, including store associates. Verification decisions are in Eastpak's sole discretion on an individual, case-by-case basis. Eastpak's decisions are final and binding. Price adjustments are offered by Eastpak as a consumer courtesy. Eastpak reserves the right to refuse price adjustments, and/or cancel or modify these terms at any time.

Eastpak.com accepts Visa, Visa Debit, MasterCard, AMEX, Discover, PayPal, Klarna, and Eastpak gift cards. We do not accept checks, cash, or credit vouchers. All cards that do not participate in the verification process will not be accepted. “VF Outdoor” may appear on your credit card statement when payments are finalized—this should be expected.

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

If you purchased your item online, you can contact our Warranty Team about repairs. Find the relevant contact details on our “Warranty” page.

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 “Cabin Size Info” page 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 Use”.

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.