Frequently Asked Question
Here are the most frequently asked questions to our support team. If you don't find what you're looking for, don't worry, just go to the bottom of the page and send us a message, we'll be happy to help you.
Our backpacks are made from leather and cotton canvas, waxed or unwaxed.
Waxed canvas, thanks to the application of a layer of wax, is water resistant, but not waterproof.
Unwaxed canvas, even if it resists a few drops, cannot be considered as water resistant.
However, we offer wax bars to waterproof your canvas if you wish (other waterproofing products are also available on the market but we recommend our specialized waxes)
Of course, we sell spare parts for our bags, provided they are available.
Send us an email mentioning your original order number and what you are looking for in a spare part.
If we have it in stock, we will send you an invoice and a personalized payment link.
The backpacks we offer are for the most part unisex. They are inspired by the bags of trappers, explorers or travelers, from a time when fashion was much less gendered than today.
So of course, some shapes, sizes and colors may be more adapted to men than to women and vice versa, but as a general rule, 90% of our bags are chosen by both men and women (and other genders).
Our bags are made of natural materials, easy to care for.
We do not recommend washing our backpacks in the washing machine as this will damage the leather.
To wash the leather parts, just use a soft cloth slightly damp. You can apply some specialized leather balm to give it a nice look. Be careful to let the leather dry completely in the open air.
To maintain it over time, avoid exposing it for too long to direct sunlight, or storing it wet in a closed, warm and poorly ventilated area (possible development of mold).
Concerning the canvas, waxed or not, use a soft cloth moistened with soap (no chemical products), rubbing delicately and circularly the area.
If you have a waxed canvas bag and you see stains/traces of "discoloration", this is a natural reaction of the wax. You can heat the fabric with a hair dryer at about 30cm from the canvas for about 30 seconds and you will see all these marks disappear (video example here).
If you have any question or if you are not sure about the treatment to do, the best is to contact us beforehand, we are here to help you.
We offer the possibility on some bags to emboss a text in capital letters of 10 characters maximum, composed of letters or numbers.
You will find the space dedicated to engraving on the product pages of the bags offering this service
This can be a nice touch to engrave a name, a word or initials.
The engraving of a logo is available for wholesale purchases, starting at 50 pieces (per color). Please contact us if you are interested in this service.
Most of our articles come from our certified partner's factory in Ningbo, China (backpacks, travel bags and messenger bags).
For our adventurers wishing to acquire locally produced and/or sustainable backpacks, we also provide backpacks from partner brands, produced in France and in Europe, from vegan and recycled materials. For this, you can go to the category Sustainable Backpacks.
Our products are both timeless and robust thanks to the use of noble and high quality materials. These two aspects reinforce our will to take the opposite side of "fast-fashion" by proposing products that will not go out of fashion and that will last in time, reducing their lifetime impact.
Regarding shipping, we are working to reduce the carbon impact of these on two aspects by
- working with the "Shopify Planet" application, which automatically calculates all the distances covered for our delivery, calculates the CO2 equivalent and bills us for offsetting this through certified programs.
- changing our shipping envelopes to use only 100% biodegradable envelopes, made from cornstarch, reducing the need for plastic and also reducing waste.
We are aware that the provenance of our products and the use of leather is far from sustainable. That is why we also propose to our adventurers a new range of eco-responsible, ethical, vegan and/or locally produced backpacks. We intend to develop this business in the future to offer more and more similar products, and are working with our suppliers to optimize our current products.
You have several methods of payment to pay your order on our site:
- Credit card
- American Express
- Shop Pay
- Google Pay
Please note, even if this list is exhaustive, some methods are geographically restricted to certain countries (notably iDeal).
Our website uses SSL encryption technology, which allows us to guarantee you 100% maximum security for your banking data.
Besides, since 2019, the UE implemented a double factor authorization with the 3D Secure payment.
If you have any questions, concerns or would like further information, please contact us using the form below.
If you have made a mistake on a model or color or if you simply want to cancel your order, please write to us as soon as possible at firstname.lastname@example.org (within 12 hours after the payment).
Once the order has been processed, it is no longer possible to cancel an order.
However, you have the right to return the goods within 14 days of receipt, after which we will refund you completely (except the return fees).
Yes if you send us an email within 12 hours after the order. We'll be happy to help.
Once processed, no changes will be possible, but you the code will be active for future purchase (if you have a a code with an expiration date, contact us and we'll create a new one for you).
If your payment does not successfully process or if it is declined when trying to complete your purchase, you will have an opportunity to enter a new card number or alternative form of payment prior to completing your purchase.
If none is working, we accept bank transfer when needed to help our customers. Send us an email and we'll assist you with your order.
Processing & Shipping
We're doing our best to offer shipping option around the world. At the moment, we cover several regions : EU, UK, USA, Canada, Australia and East Asia.
Since COVID, shipping lines were heavily disrupted and some channels were closed. We're doing our best to find alternatives.
We work with different carriers (including Laposte, Royal Mail, USPS, Fedex and DHL), offering national and international delivery entirely free of charge! For a similar weight, such a shipment from person to person costs on average between 10 and 15€.
The average delivery time for the standard free shipping option is 8 to 10 working days. This figure is an estimate that can be extended, especially overseas parcels.
All deliveries have a parcel tracking system allowing you to trace the evolution of your package, from our platform, or directly from the sites of the various carriers.
We know how important it is to send well protected parcels, which is why we have set up a rigorous packaging process for all our products in order to guarantee maximum safety during the journey.
1/ Quality check: Before sending a product, our team checks that the product has no factory defects and that it meets our quality standards.
2/ Factory bag: The product is sliped in their original packaging, made of a resistant plastic that protects them from dust and water that can be generated during the journey.
3/ Bubble film: To guarantee the integrity of the package, we wrap the bag in bubble film to avoid any damage due to shocks or frictions.
4/ Compostable mailing bags: The product is placed in a 100% plant based and compostable mailing bag. We use enveloppes and not rigid boxes to save space and optimize transport load efficiency.
All orders are subject to a handling period before shipment, usually 2 business days. However, during holidays or a new launch, orders may take a bit longer to process but it never exceed 3 business day.
Once the order is shipped, you will receive a shipping confirmation email with your tracking number and all the information needed.
Please make sure you provide the correct delivery address. EIKEN cannot be held responsible for items shipped to incorrect addresses provided by the buyer. In such cases, the buyer will be responsible for any additional shipping costs incurred to ship to the correct address.
Our orders are shipped within 3 days.
Once shipped, an order takes an average of 10 working days to be delivered. Here are some estimates depending on your country, calculated from recent shipments.
🇪🇺 EU: 7 to 10 business days
🇬🇧 UK: 7 to 10 business days
🇺🇸 🇨🇦 North America: 10-15 business days
🇦🇺 🇳🇿 Oceania: 10-15 business days
🇸🇬 🇰🇷 🇯🇵 Asia: 10-15 business days
Express shipping option might be available on some products. In this case, an order takes an average of 2 to 9 working days to be delivered, depending on where you live.
Here are some estimates depending on your country, calculated from recent shipments:
🇫🇷 France: 2 business days
🇪🇺 EU: 3 to 6 business days
🇬🇧 UK: 4 to 5 business days
🇺🇸 🇨🇦 North America: 6-9 business days
It depends on the number of products purchased and their size. If it is possible and will not cause damage to the products, we try to send them together.
If the products are bulky (a travel bag and a backpack for example), we may prefer to separate the packages so as not to risk damaging them in transit.
If several packages are sent, you will of course receive the different tracking numbers that you can follow directly from our tracking page
Unfortunately no. Once the parcel is in the system, no changes can be made on our side.
However, once landed in your country, you should be able to update your address on your national carrier website or by contacting them.
If your package is returned due to an incorrect address, we'll have to re-arrange a delivery process. It will take a few more days so please be careful when filling up the checkout form.
Once shipped, you'll receive a shipping confirmation email with your tracking number and a link to our tracking page.
You can also access it directly from our website's footer or by clicking here.
To track your order, you'll need your order number and the email address used to checkout.
All shipments are insured for replacement if a shipment issue arrises, so please let us know if your order has not arrived within a reasonable period of time.
There is a required waiting period before an insurance claim can be filed...for most countries outside of the UE it is 30 days.
You may also be required to submit a signed letter stating that the item was not received. You will NOT lose your money if your parcel is lost, so please be patient, and we will resolve the issue.
Sometimes carriers tracking information can be incorrect, and packages are marked as delivered before they actually arrive.
Your package will most likely be delivered within a couple of days, but it’s great to check with your neighbors/caretaker and post office in the meantime.
If the parcel is still missing after a week, please open a reclamation case on your domestic carrier's website and let us know the issue.
If your package does not successfully deliver and is sent back to us, it is typically due to insufficient address information. Your package will be returned and “Returned to Sender” will be stated on your tracking information. This can happen if:
- The shipping address does not exist
- The shipping address is misspelled
- The shipping address is missing information (i.e. apt/bldg/suite number)
- The carrier is unable to safely deliver the package
- The addressee has moved
- The addressee has refused the package
Returned to sender packages will be received by our international carrier logistic warehouse in your country and, upon its receipt, we'll be able to re-arrange a new delivery process.
Please note that this process is longer and that no refund will be issued for such issue.
Returns & Refund
We do not provide pre-paid return labels. Return shipping costs and any taxes/fees that may be applicable are the responsibility of the customer. They will be deducted from the refund.
We know how frustrating this can be. Rest assured, we want to make every order perfect for our adventurers!
Upon receiving your order, please thoroughly check the delivered items. Should you receive an item that is defective, incorrect, or you believe that you are missing an item: please email email@example.com within 2 business days of delivery.
Include a photo and description of the issue along with your order number to ensure a speedy resolution. We will work with you to correct the order as quickly as possible so that you can be happy with our services.
Of course we do. Once your return received, it will be checked to make sure it fits our return policy guidelines.
If it doesn't, it will be either send back to you at your expense or destroyed/given to a charity or someone in need.
If it does, we'll refund you within a week using the payment method used to checkout. Please allow a few days for the refund to appear on your account.
If you prefer a store credit for the amount of your order, please let us know when you request a return and we will issue a store coupon for you.
Our system automatically sends an order confirmation email, summarizing all the details of the order, immediately after the validation of your order.
The process is the same for the shipping confirmation email, once it is sent.
If you have never received these emails, please check your spam or promotions boxes because depending on your mailbox settings, they may have landed there inadvertently.
If you still don't find them, don't worry, just contact us with your basic order information (first name, last name, email address used to order) and we'll sort it out for you.
You can unsubscribe from our emails by scrolling down into a previous email we've sent you and click on "unsubscribe". This will remove you from our emailing list, sadly forever.
If you change your mind later, you can still subscribe to our newsletters by signing up on our website or contacting us :)