FREQUENTLY ASKED QUESTIONS
WHAT DO THE PREFIXES A- M- L- STAND FOR?
PACKBAGS believes in a modular design and circular philosophy. To make navigation in our shop easier for you, here's a brief explanation of the prefixes of our items.
A- Stands for "Assembled". You will find products with the "A"-Prefix to indicate that this item will be pre-assembled in our studio for you. Select your modules of choice in our configurator and we will do the rest!
M- Stands for "Module". "M-" describes the individual modules that make up our "A"- items. For example, update or exchange your current item by acquiring an "M"- module and simply assembling it yourself. That way, you will not have to buy an entirely new product but will contribute to a more circular form of consumption!
L- Stands for "Limited". We will keep releasing certain limited editions of modules or items that we mostly make from leftover or deadstock fabric we have in our studio. The prefix letter "L" indicates the limited amount of stock we have. For the same reason, each of these items will have an individual and unique look to it.
WHAT IS THE STANDARD SHIPPING AND DELIVERY TIME FOR MY ORDER?
Our delivery time varies due to the destination country and the shipping method chosen. Our orders are packed and shipped within 1-3 business days (business days: Monday - Friday, excluding holidays). Usual shipping days are Tuesday, Wednesday, and Friday.
Average transit times via country are listed here.
Please note that weather, public holidays, peak shipping seasons, and incorrect delivery information can delay the shipment of your order. We (PACKBAGS) are unfortunately unable to control or reimburse issues related to any of the above.
HOW DO I TRACK MY ORDER?
Once your order leaves our Amsterdam studio, you will receive an email with your tracking information. You will then be able to track the order as it makes its way to you.
How can I send in an item for a return? If you have decided to return an item, you will need to register your return via e-mail at studio@packbags.nl and follow the necessary steps. To start the process please visit our Returns page.
HOW DO I EXCHANGE MY PACKBAGS ITEM?
To exchange an item from your recent order, simply send it back for a refund and place a new order through our webshop. Unfortunately, we cannot offer direct exchanges.
HOW IS TAX CALCULATED?
The product prices displayed on our website are inclusive of Value-Added Tax (VAT) except where local laws provide otherwise. Please note that the VAT rate is determined by the country to which you are shipping the item(s).
RETURNS
HOW DO I RETURN?
Please send us an email to studio@packbags.nl including:
- a photo of your bag
- the service you require (Repair/Replace or Buy-Back)
HOW MUCH DOES IT COST TO RETURN A PRODUCT?
In the process of returning an item, the customer pays for shipping. We kindly ask you to shop responsibly and to consider the environmental impact when purchasing and returning items - the less unnecessary shipping, the better.
Please note that we only accept returns if shipped in the original Re-Pack packaging and via a tracked shipping service.
HOW LONG DO I HAVE TO RETURN MY ORDER?
You are welcome to return anything that was purchased from PACKBAGS — both new and sale items. You may return your item up to 14 days after delivery. We kindly ask for items to be kept in new and clean condition, and if possible, with tags attached.
DOES THE ORDER HAVE TO BE RETURNED IN THE ORIGINAL RE-PACK PACKAGING?
Items are to be sent back to us in the original Re-Pack packaging you received your order in. This is how we aim to reduce waste and contribute to a circular product cycle.
WHERE IS MY RETURN LABEL?
You won’t longer receive paperwork inside your PACKBAGS order. We made this change to reduce the amount of paper we use. Please register your return request per e-mail to our customer support and ask for a return label via studio@packbags.nl.
REPAIR
HOW DO I SEND IN AN ITEM FOR REPAIR?
If you have a PACKBAGS item that is in need of repair or with which you have encountered wear and tear-based issue(s), please follow the steps found in our Repair Guide (available very soon) to start your repair. For now, and if you are not comfortable with fixing the issue according to our repair guide, please contact our support at studio@packbags.nl.
We will figure out how we can help you repair the module/damaged part yourself or you can send it to our studio for repair service.
HOW LONG DOES THE REPAIR PROCESS TAKE?
Once delivered to our studio, we do our best to process the repair items within 20 business days. During sale and holiday periods, this time frame may increase. Please note that this does not include transit time to and from our facilities.
DOES MY PACKBAGS ITEM HAVE A GUARANTEE?
We are working hard to ensure quality in all our products. Before shipping it to you, all of your orders undergo a personal quality check in our studio. If, however, you are dissatisfied with any of your PACKBAGS items, please reach out to our customer service via studio@packbags.nl. If your item is not repairable, we may, at our discretion, organize an alternative solution for you.
Please note: If an item is classified as defect or faulty - or was received damaged -you are obliged to contact us within 7 days of receipt to arrange a return.
I WANT TO REDUCE SHIPPING POLLUTION - DO YOU HAVE ANY TIPS OR GUIDES TO REPAIR MY PACKBAGS ITEM AT HOME?
We have a number of tips and guides available. Currently, we are setting up our “PACKBAGS Product Care Centre”.
For now, please reach out to us at studio@packbags.nl where we happily answer your questions regarding product care and more.
HOW MUCH DOES A REPAIR COST?
If an item has experienced natural wear and tear, we reserve the right to charge a fair and reasonable amount for repairs after profound analysis of the damage. If the item however has arrived inexplicably damaged and displays either defective modules or clear assembly malfunctions, we will repair it free of charge.
Alternatively, we can arrange a repair kit for you to fix the error under individual guidance.
The great thing about our modular and circular design approach is that you will never need to buy entirely new - rather, you can easily repair or replace the broken module and contribute to a circular product life cycle that aims to rethink consumer culture!
*Currently we only offer this service within Europe. If you are outside of Europe, please bring your bag to your nearest second-hand shop or if it is too damaged, please recycle it in a textile bin or a plastic bin (after taking off the metal hardware).
Do you still have questions?
For any questions or queries, please contact our Customer Service by using our Contact Form or send us an e-mail via studio@packbags.nl.
We are happy to assist you with any additional questions!
© 2022 PACKBAGS, Inc. All Rights Reserved.
*PACKBAGS reserves the right to refuse any products at its discretion