Are you interested in an Expatrié product, but still have questions? We have compiled the most frequently asked questions and answers. If your question is not answered here, please contact us via the contact form or by email to support@expatrie.de.

Order

Delivery to a Packstation is possible with us. For your delivery address, please enter your postal number under Company (optional) and the Packstation under Street.

Example:

- Name: Max Mustermann

- Company: 86906578

- Street: Packstation 112

- Postal code: 22031

- Location: Hamburg

Unfortunately, we only have our office without sales space or warehouse in Hamburg. It is therefore not possible to pick up your order from us on site.

We are very sorry if you received a faulty item from us. In order to be able to check your complaint quickly, we ask that you do not send the item back yet. First send us a photo and a short description of the defect to support@expatrie.de. Please also add your order number, which you can find on the delivery note or in the order confirmation, so that we can assign your complaint. Our customer service will help you with the next steps.

Payment

The following payment methods are available in our online shop:

- Credit card

- PayPal

- Invoice with Klarna

- Instant Transfer by Klarna

- Google Pay

- Apple Pay

You can find more information about these payment options at Shipping & Payment

Shipping & Delivery

Our orders are shipped with DHL GoGreen. As soon as your package has been shipped, you will receive the tracking number from us by email so that you can track your delivery.

Within Germany, shipping is free for you from an order value of €29. The shipping costs below an order value of €29 are €3,90.

The shipping costs to other EU countries are €8,90.

If you are not to be found in person upon delivery, you will usually receive a notification from DHL. Your order will then be ready for collection at the nearest post office for 7 working days. You will need to present your official photo ID (e.g. identity card) upon collection.

If there is no collection or if the order cannot be successfully delivered, the package will be returned to us. A new delivery is only possible if you place a new order.

Return & Refund

You can return your order to us within 30 days. From a goods value of €29, we will bear the return costs and will be happy to send you a return slip for the return. Write us an e-mail to support@expatrie.de with your order number and which item you would like to return.

You have to pay the return costs for goods with a value of less than € 29 yourself. You can find the return information on the delivery note supplied.

As soon as your return has arrived safely at our logistics department, we will refund your money within 14 days.

If your item is not the size or color you want or is different than what you imagined, you can take advantage of your 14-day cooling-off period and send the goods back to us.

An exchange for another product is unfortunately not possible. For this we ask you to place a new order.

Product Information

Our backpacks are designed in Germany and manufactured in southeast China. We have inspected and selected the factories personally on site and visit them regularly. We are convinced that the manufacturers have professional working conditions. All manufacturers have agreed and signed in a contract to comply with labor law requirements. In addition, all manufacturers are checked and rated by the independent BSCI every year.

With us you have a guarantee of the legal 24 months.

Please contact us via email at support@expatrie.de Our customer service will help you with the next steps.

If your beloved product shows a defect after a period of 6 months, please contact us via email at support@expatrie.de.

We will explore the possibility of a repair and will inform you of any further steps by email.