What is Ekster's Return Policy?Updated a month ago
Not happy with your order? No worries!
We’ve made returns simple and stress-free, so you can shop with confidence. Here’s how it works:
- 100-Day Return Window*: Change your mind? No problem! Return items within 100 days of purchase in sellable condition (original packaging is a bonus!).
- Try it Out: Feel free to test your purchase, but please test it out in a careful environment to avoid any wear and tear or damage. If the item looks like it’s been well taken care of, we’ll issue a full refund! Items showing significant use will be eligible for store credit instead.
- Handling Fee**: Starting May 20th, 2025 we’ll be charging a small handling fee to help cover processing and shipping:
- All standard items: $5.99
- TravelPack items - Vacuum Bags and Pump: $9.99
- Luggage - Backpack, Weekender, GRID Backpack: $14.99
- Processing Times: Refunds or exchanges will be processed within 5-10 business days once we receive the return.
- Return Guidelines: Use the provided return label and only send back the exact items confirmed in the Return Portal. Sending back the wrong items may cause delays. 📣 Remember to keep your return receipt until your return is finalized. We might need it for verification.
- Labels: Please note that return labels issued by Ekster are valid for 20 days from the date of issue. If the package isn't shipped within this period, the label will be voided, and the return request will become invalid.
- International returns***: Return shipping costs must be covered by the customer.
- Warranty Issues: If your item seems defective or has a manufacturing issue, please file a Warranty Claim here. No return is needed!
What We Offer
- Exchange for a different color or product.
- Store credit for future purchases (with an exclusive bonus!).
- A full refund, of course! As long as your return is in perfect condition
What we consider Wear and Tear
- Leather items: Deep creases, scratches, discoloration, fraying, or any damage from daily use.
- Aluminum items: Scratches, dents, or scuffs that affect appearance or function.
- Luggage/Backpacks: Large tears, broken zippers, or signs of misuse (like overloading or improper cleaning).
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* Some items might not be eligible for a return
** This fee will be automatically deducted from your refund once the return is processed.
*** We’re currently unable to generate international return labels. If you're returning from outside the US, CA, EU and UK, you can still return your item, but you'll need to arrange and cover shipping back to our warehouse in Texas. We recommend using a tracked service to make sure your return arrives safely as Ekster does not take responsibility for any returns unless they are delivered to our warehouse. The detailed return address will be provided once your return request is approved. More information about International Returns here
I didn't get a return label, what should I do?
How do International returns work?