FAQ
PRODUCT INFORMATION
How do I clean my bag/luggage? All of our products are meant to be hand washed when they require a cleaning. Do not put your MOPAK Gear in a washing machine. The best way to care for your gear is to take a damp wash cloth and some dish soap and gently wipe the surface of the bag. Unfortunately, soaking the bag in water or putting it in the washing machine will ruin the material. For deeper stains, you may need to put a bit more elbow grease into scrubbing your bag.
Where are Mopak products made? Mopak products are designed in London, San Francisco and manufactured in Hong Kong.
Sustainability and Ethics All Mopak products are made with synthetic materials and with no animal products. We use recycled fabrics and vegan leather for our bags.
DELIVERY & SHIPPING
When will I receive the package? UK & Europe - Tracked Shipping (estimated 3 - 11 working days) USA & Canada - Tracked Shipping (estimated 3 - 10 working days) Rest of the world - Tracked Shipping (estimated 7 - 15 working days) stock dependent. Expedited - 3 - 5 working days
When will my order ship? It may take 1-2 business days to process orders, regardless of the shipping method selected at checkout. Please note that during holiday sales and promotional periods, order processing by our warehouse can take up to 4-6 business days.
How much does shipping cost? MOPAK offers free economy shipping to the 48 contiguous states for orders over $99. For orders under $99 or outside of the contiguous US, all shipping costs will be calculated at checkout based on location.
Does EU customer need to pay TAX or VAT fee? We got you covered - EU customers only pay the price indicated at checkout, VAT and tax included.
What countries do you ship to? We ship to most countries worldwide. If you encounter any problem when you input your address, please contact us at support@mopak.com.
WARRANTY POLICY
Our Commitment to Quality 1-YEAR ASSURANCE: Every Mopak product comes with a 1-year guarantee, underscoring our confidence in our craftsmanship. Should you face any hitches during this period, reach out to us at support@mopak.com.
For any product concerns within the first year of purchase, kindly send us an email with your order number and a description of the issue. If it's a matter of broken zippers or sewing defects, simply have it fixed at a local tailor and we'll cover the cost. Please provide a copy of the repair receipt for reimbursement.
RETURN AND REFUND POLICY
We cannot replace or refund "MISSING OR STOLEN" items that have been marked as "DELIVERED"! All items purchased on SALE are not eligible for a refund. If you wish to return a product, please contact us at support@mopak.com first.
If you are contacted and required to collect your parcel by the delivery provider and you fail to pick up the parcel, both the shipping costs and the costs associated with the returned package will be deducted from refund. Once the item is received it will be thoroughly inspected and if it is deemed to be in new condition a refund will be authorized. Please allow 7 days after the returned package arrives for the refund to be issued to the same payment method used to buy the product.
Refunds for incorrect shipping address: If you entered an incorrect shipping address on the order form and the package gets returned, the original shipping costs and returning shipping costs will be deducted from your return payment.
Late or missing refunds: If you haven't received a refund yet, first check your bank account again, then contact your credit card company. It may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.
EXCHANGES
At this time we do not offer exchanges but instead ask that you return your order for a refund (if applicable).
DEFECTIVE PRODUCTS
We are terribly sorry if your order arrived Damaged or Defective. We would like to sort out any faults immediately. As soon as you discover a fault (within 3 days of receiving your parcel) please contact us immediately with photos or a short video.