The reviewed sample shows recurring problems with warranty handling, repairs and delivery or refund processes. Multiple consumers report broken wheels, faulty locks or torn seams that were not resolved through warranty channels. At the same time a minority of customers describe fast delivery, clear tracking updates and successful warranty replacements. If you are considering an Eastpak purchase, keep proof of purchase, note the warranty procedure and confirm repair or replacement policies before buying. When possible, compare buying direct from Eastpak with established retailers who may assist with returns or exchanges.
Examples from available reviews (Sep 2025 – Feb 2026).
Quick delivery with clear tracking and excellent bag quality.
“Really smooth and positive experience.”
Sent broken rucksack under warranty and received a brand new replacement.
“Eastpak decided to send a brand new rucksack to replace it.”
Warranty did not cover broken wheels and replacement parts unavailable.
“Wheels are broken and need replacing.”
Company claimed delivery but refused refund for undelivered order.
“they claim it was delivered but never received”
Most reviews describe long repair times, refused warranty cover and delayed refunds; a minority report prompt, satisfactory replacements.
Several reviewers say items felt overpriced given faults and refund outcomes; a few cite reasonable pricing and long-term durability.
Many customers report problems with ordering, delivery and returns processes; some note smooth ordering, fast delivery and clear tracking.
Frequent complaints concern broken wheels, faulty locks and torn seams; a smaller group reports durable daily-use bags and robust zips.
Common issues include no responses, generic emails and lack of updates from warranty teams; a few reviews praise consistent tracking updates.
Overall impressions skew negative due to warranty, delivery and communication problems; a minority of reviews describe a fully positive experience.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (27) · Quotes shortened · As of: February 2026
Returns required multiple calls and emails but were eventually processed and refunded.
“The bags are great but they need to be more efficient with the return process in this day and age.”
Customer service failed to process returns and refunds promptly.
“the customer service at this team is useless”
Followed returns procedure but Eastpak did not refund; PayPal intervened.
“I got generic AI-sounding messages in reply to my request for refund.”
Repair costs exceeded replacement price despite claimed 30-year guarantee.
“has cost me more than buying a new backpack.”
Wheel and lock failed after limited use and support couldn't resolve issues.
“The wheel broke when i was abroad”
Email unsubscribe links do not work and cannot unsubscribe.
“Links to unsubscribing from emails do not work.”
Received bot replies and policy refusals when requesting replacement wheels and guidance.
“Unfortunately, we are not shipping spare parts for self-repair as this is against the Company rules.”
Repair costs and slow processing made the warranty effectively meaningless.
“A 30-year warranty like this is basically meaningless.”
Quick delivery with clear tracking and excellent bag quality.
“Really smooth and positive experience.”
Warranty did not cover broken wheels and replacement parts unavailable.
“Wheels are broken and need replacing.”
Company claimed delivery but refused refund for undelivered order.
“they claim it was delivered but never received”
Combination lock failed and warranty claim was rejected as third-party damage.
“completely ignoring the fact that it was faulty in the first place.”
Returned faulty case months ago but still awaiting refund or replacement.
“I still haven't got a replacement or a refund”
Repair centre couldn't fix wheel and refused to supply replacement parts.
“Utterly frustrating and useless.”
One wheel disintegrated after limited use and warranty denied as wear.
“one wheel is starting to disintegrate”
Paid for repair yet suitcase has still not been returned.
“I have still not received the suitcase.”
Handle broke on first use and refund was delayed and partial.
“I receive a refund less than the price I paid.”
Multiple long-term purchases have proven durable with good design and quality.
“durable with quality zips”
Card was charged but no order recorded and refund pending.
“my credit card has been charged but I never got a confirmation e-mail”
Sent broken rucksack under warranty and received a brand new replacement.
“Eastpak decided to send a brand new rucksack to replace it.”
Item never shipped and support replies were generic and unhelpful.
“item was never shipped”
School bag did not arrive and customer service was unreachable.
“I ordered a school bag for my son, which did not arrive.”
Returned item and still waiting six weeks for a refund without replies.
“6 weeks later still no money returned”
Seam tore after one use and warranty process has been confusing and slow.
“the lining/seam tore after just one use”
Backpack returned unrepaired to wrong address despite paying for warranty service.
“They returned it (to the wrong address) without addressing anything”
Returned bag but no refund received despite repeated promises.
“Keep saying after 10 days but never return money”
Suitcase wheels broke and no replacement parts are available, rendering it unusable.
“no replacement parts for sale on website”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarised without changing the content of reviews.
Eastpak is an international brand that designs and sells backpacks, rucksacks, luggage and travel accessories through its own online store and a network of retailers. The range covers casual daypacks, trolley suitcases and travel bags, and the brand publicly documents warranty and repair options for consumers. People researching Eastpak commonly look for product durability, warranty handling and delivery/returns experience.