Here are some general FAQs. If you cannot find what you are looking for, please reach out to our chatbot for further assistance. Moreover, our colleagues are also available Monday to Friday, 9 am - 5 pm CEST.

About My Order

How do I know that my order has been processed? 

We automatically send an order confirmation to the email address you have entered.

How will I know when my package is on its way? 

Unfortunately, we cannot change your delivery address once an order has been placed. This is because the order information is immediately sent to our warehouse, where they will prepare your order for dispatch.

In case your delivery address is wrong, we suggest you try the following:

  1. Contact your national postal service and quote your tracking parcel ID. Many carriers will let you request a delivery re-direct, please note that we cannot be held accountable for any decisions made by third parties.
  2. Contact the resident at the address you placed during checkout.

If you are unable to do the above and/or the delivery address you listed does not exist, we will contact you should your parcel be returned to us.

When will I receive my tracking link? 

Generally, these are sent within 24 hours of purchasing a product, unless the product is purchased during the weekend, then you will receive your tracking link the following Monday.

How can I check where my order is? 

You will receive an e-mail containing all information about the delivery tracking code and delivery partner. Our delivery partners also work Monday to Friday from 9 am to 5 pm. So, any weekend orders are processed on the following Monday.

More info about

Delivery times

Deliveries of products may occur at any time of the normal working hours, depending on where you are. Delivery may take on average 2-5 working days. Remember to check your tracking link, as this provides you the current location of your package. If your package is taking longer than expected to arrive, we suggest reaching out to the delivery service provider with your tracking parcel ID. Please note that as you are the owner of the package once placing the order, we cannot do this on your behalf. We apologize for any inconvenience this may cause.

Shipping Costs

Kindly proceed to check out to see your total shipping cost charges.

Discount Codes

Of course. We love discounts and other great promotions. Sign up for our newsletter and receive a discount code and XDDESIGN updates. We also have various campaigns throughout the year where we ask customers for feedback in exchange for discount codes, so keep an eye on your email.

Delivering to a PO box 

Our system only allows residential addresses. However, you are able to contact your local courier provider to instruct them to drop this off at your local distribution center.

Payment methods

Customers can pay using Ideal, credit card, or PayPal.

Importation Duties

If your country is subjective to imporation costs/duties the customer will be charged (additionally) for importation duties. Unfortunately, this is not something we can let you know beforehand and would have to check once you receive the product, as it depends on your order. 

Returns & Refunds & Warranty

How do I return my product? 

Please place your backpack inside the XDDESIGN box and place that box in your other white box. Stick your return label to the white box. Proceed to your local courier distribution center.

I lost my return label? 

Please place your backpack inside the XDDESIGN box and place that box in your other white box. Stick your return label to the white box. Proceed to your local courier distribution center.

How does the warranty process work? 

1.      Reach out to us on our Chabot providing us your order number and full name.

2.      Send us some pictures of the damaged product.

3.      We will than check the issue and provide you the return label to return your product to us.

4.      Once we receive the product, we will refund you automatically.

Where is my refund? 

If you have sent through a return, please check the tracking code you have received by email from your local shipping provider. You will be able to track the product until it reaches our warehouse. We can only process refunds once the product arrives at our warehouse

What is the warranty on products? 

All backpacks come with a standard two-year warranty on proper usage of the products. Please reach out to the chatbot to place a warranty request.

How long do i have till I can I return a backpack? 

: A customer has 14 days after receiving the product to return it.


Having trouble at checkout? 

1.    Sometimes we have minor issues which recur in some minor delay. Can you kindly try this again in 5 minutes?

2.    This issue may require you to clear your history and try this in a fresh browser, whilst removing any ad-blockers.

3.    The card must be issued in the same country as the requested delivery destination.

Where can I repair my backpack?

In the case you accidently damaged your backpack and would like it fixed we would suggest using one of your local tailors where possible, we currently have no allocated repair centres for our products. 

XDDESIGN cannot be held resposible for any repair fees. 

Can I update or edit any details to my order? 

Unfortunately, you cannot change your delivery address after the order has been completed. That's because your order information will be immediately forwarded to our warehouse. If your details are incorrect, please contact the delivery service provider with your tracking parcel ID. Most delivery services allow you to request a re-direct. Please note that as you are the owner of the package once placing the order, we cannot do this on your behalf.

Can I cancel my order? 

Cancellation of orders is not possible. You arre welcome to return your order as soon as it arrives.

How do I get an invoice for my order? 

No problem! Please reach out to our chatbot and go through the steps to request an invoice. Our colleagues will share that shortly.

Do you sell spare parts of your backpacks? 

We are currently looking into this; however, we currently do not. We apologize for this inconvenience.

How do I reset the lock of my backpack? 

As one of our primary features is that they are Antitheft, a hard reset is not possible on our backpacks. You can only reset the locks if you know your lock code. Please proceed to the support videos page to see how to reset your lock

Where can I find the sizing of the backpack? 

In each product page under the specifications dropdown menu.

How do I clean my backpack? 

We recommend not washing any bags in a laundry machine. The process will negatively affect the fit over time. We recommend our customers use any of the following methods:
·         Steam clean

·         Damp cloth with warm water

·         An all-purpose spray

·         Fabric-friendly stain remover Moreover, you can also try a fabric-friendly stain remover.

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