Service & Contact
Who do I contact with questions about the products?
We are pleased that you are interested in our products and would be happy to answer your question. Tell us your request via our contact form.
How long can I return a backpack?
You've changed your mind? That's what happens! So that you don't have to rush into a decision, you have 30 days to exchange your new item. Please note: Returns are only possible with proof of purchase. This also applies if the item is a gift. For more details on returns, see the returns portal and our terms and conditions.
Are there any discount codes?
Of course. We love discounts, competitions and other great promotions. You want to be informed about what we have in store for you? Then sign up for our newsletter and receive news about aevor! We are also active on social media, on TikTok, Instagram and YouTube. There are also discount offers and codes here from time to time. Take a look!
How quickly will the ordered products reach me?
Your new item should reach you within five working days. If you are waiting longer than five working days for your aevor, you can email firstname.lastname@example.org to check the status of your package. Sometimes packages get stuck at customs or the address cannot be found. We apologise for any inconvenience this may cause.
Are returns free of charge?
No, from 01.10.2023 we have decided to charge a flat rate for returns. We want to take another step towards responsible consumption. Returns have a negative impact on the CO2 balance and therefore also on the world in which you live. We give you
tips on how to shop responsibly online under "How to avoid returns".
How do I send back my return?
You can use our returns portal for returns from Germany and Austria. After specifying which items you want to return, we will create a QR code for your return shipping label from DHL. The QR code will also be sent to your email address. With it you can go to a parcel drop-off point or your parcel carrier, show the QR code, and the label will be printed for you.
How will I be informed that you have received the return?
As soon as we receive your returned goods from Germany or Austria in our warehouse, we will create a credit note and reduce it by the flat rate for the return shipping in the amount of 2.90 €. If this process is completed in the accounting department, you will receive an email from us.
What do I do if I have received a damaged or wrong item?
We are sorry for that! In this case, contact our Customer Happiness team to start the claim process. We will get back to you as soon as possible and help you solve everything to your full satisfaction.
How do I get a refund?
After receiving your return, the amount will be refunded to you using the same payment method you used to pay for the order. Accordingly, the refund for returns from Germany or Austria will be reduced by the return shipping fee of 2.90€. Returns from other countries must be sent back at your own expense. Please note that a direct exchange is unfortunately not possible.
When does the return fee apply?
The return flat rate applies to orders from Germany and Austria (from 1.10.2023) if you return all or part of your order to us.
Orders from all other countries will be returned at your own expense.
Why do you charge the return fee?
Responsibility towards our environment is a central part of the AEVOR brand identity. That is why we have decided to introduce a returns fee. With this we want to promote conscious consumption and ensure that only those items are returned that are actually unwanted or defective. Together with you, we are taking responsibility for a more sustainable future.
Another central part of our identity as a company is transparency and, of course, we also hope that the introduction of the flat rate will have a positive economic effect, which we can invest in meaningful and sustainable products. You can find out how we do this here.
The return flat rate for orders from Germany and Austria (from 1.10.2023) is 2.90 €. This is only a part of the costs that actually arise during a return (shipping, packaging, handling, cleaning, etc.). We will cover the larger portion of the costs so that you do not have to bear them alone. We also hope to raise awareness of the impact returns have on our environment.
Returns from all other countries not mentioned will be at your own expense.
How will I be charged the return fee?
The return flat rate will be charged to you when you receive a refund. Here is an example: You return all items of an order with an invoice amount of 79.90€. In this case we will refund you 77.00€ (79.90€ minus 2.90€).
How can I avoid returns?
We are aware that returns cannot always be avoided. Maybe the following tips will help you to at least reduce them, this will not only save you time and frustration, but can also reduce your ecological footprint by saving transport routes and packaging material.
- Avoid ordering many different styles and sizes of one item. Instead, look for stores in your area where you can try on our styles and find your perfect fit.
- If you are unsure about the size, take a look at the given body size of the model and the customer reviews about the item in our store.
- Use our size charts to find out your recommended size and measure your body exactly.
- Read the product descriptions carefully and look at photos and videos.
- Order only if you really need a product. It can help to think beforehand how you would style it, does it fit to already existing clothes, can it be combined to wear it e.g. cross-seasonally? Do you already own a similar piece
- Take your time: Wait until you discover new favorite styles with us and rather make a larger collective order, e.g. with friends.
If you have any questions, please feel free to contact our dear Customer Happiness Team.
Functions & Usage
How do I clean my backpack?
You have been off-roading through the city again and it is clear to see from your AEVOR backpack, that this is what you have been doing! We will tell you how to get it clean again: Take a rag or a sponge (please use the soft side) dip it in lukewarm water and rub gently over the dirty areas. Important: Please do not use soap! Depending on the model, the outer material of your AEVOR is sensitive to soaps, so that upper layers of fabric may come loose.
NOW YOU CAN CONQUER THE STREETS AGAIN!
When does a laptop fit in the backpacks?
All our backpacks have a laptop compartment. Depending on the backpack model, different laptop sizes fit in the respective compartment. Except for the Daypack, all our Aevor backpacks carry your 15 inch laptop.
What are the backpack features?
Our backpacks have many practical features. The Travel Pack has an extra compartment for shoes and can be used as hand luggage. In the Roll Pack you can easily store your bike helmet. Most of our backpacks also have padded straps and back sections, so you can wear them comfortably even on longer tours. Additional compartments for pens, tablet or even for your water bottle on the outside make your aevor a real everyday companion.
Are the backpacks waterproof?
Our products are highly water repellent. The fabrics are extensively impregnated in the manufacturing process. On the outside, they are treated with a water-based PFC-free impregnation that allows water to roll off. On the reverse side, our proven PU coating, also water-based, ensures that the material remains waterproof up to a water column of 13,000 mm. However, in case of strong water flow, moisture can penetrate at seams and zippers, as there is a natural opening there.
What materials do the backpacks have?
On the detail pages of the products, you can take a closer look at the material variants in the close-up pictures. You can also find useful information about the materials in the product description. Our backpacks are all made of sustainable woven fabrics that differ in their composition, texture, appearance and water resistance.
Which backpack is suitable as hand luggage?
All our backpacks have the size of carry-on luggage. The perfect travel backpack as a carry-on is the Travel Pack. The not only offers plenty of space, but also has practical storage compartments. Of course, you can also travel with any of our smaller backpacks.
Which backpack for women and which for men?
All our backpacks are unisex models. They can be worn equally by all genders. The backpacks can be adapted to any body type thanks to various adjustment options. Are you unsure which aevor is right for you? Take another look at the product pages of our models or the backpack comparison.
Why a backpack from aevor?
AEVOR making backpacks, bags, and accessories for you and your creative, dynamic lifestyle. Our products are for people who blaze their own path. Just like you.
Where are the backpacks made?
Our main sewing facilities are located in Vietnam. However, textile supply chains are very complex and multi-step. We want to answer your questions as best we can. Read more about our manufacturing and supply chains on the Eco & Social Page.
Are the backpacks fair and sustainable?
Our products are made from more sustainable materials and are produced fairly. We focus on PET recycling, as little production waste as possible and absolute transparency from the beginning to the end of the product cycle. Our water-repellent outer fabrics contain no PFCs. Instead, we use a water-based PFC-free impregnation. Read more about Eco & Social here!