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CUSTOMER SUPPORT

hello@pleatpack.com
PAYMENT OPTIONS
We ship orders until December 31st.
New Year celebration takes two days, starting from January 3 we send orders according to the standard schedule.
Shipping and Delivery
We ship to 132 countries of the world.

All products are 100% made in our own production and will be sent to you from Ukraine, Europe. Your order will be shipped within 1-2 business days of you placing the order. Immediately after dispatch you will receive a tracking number so you can track it every step of the way.

Depending on where you are in the world, delivery from Ukraine may take some time. Estimated delivery times:

- to most European countries: 7-9 days;
- to Finland, Spain, Switzerland, Sweden: 10-12 days;
- to the USA, Canada, Australia, Japan, Russia: 15 days;
- to Brazil, India, Indonesia, Ireland, Malaysia, New Zealand: 24 days.

If your birthday or your trip is already close, or for any other reason you want to receive your order faster, contact us. Within 48 hours, we will do our best to find a way to deliver your order to you in 7 days.

Packages may be faced with delays beyond our control such as customs or postal delays.
Returns and Exchanges
We've got you covered with our 30-day return/ exchange policy.
PleatPack is unique, it is the first of its kind backpack. It has great potential and we strive to create a large and durable brand around it. Therefore, we will do our best to make our service and return conditions even better. In the coming months, we will increase the number of fulfillment centers and return centers around the world. At the moment, our return policy is as follows:

If for any reason, you do not like our products, you have up to 30 days from the date of delivery to return them back to us and we'll refund your money after we receive the products back in our warehouse.

All items must be returned in the original condition and in the original packaging. PleatPack's gift cards are not returnable or refundable, nor are any promotional or final (clearance) sale items.

At this time, we do not offer free returns or exchanges. You are responsible for shipping the item back at your own expense.

How to process a Return or Exchange?
Please submit a request to hello@pleatpack.com from the email address you placed the order. Please include your order number and product specifications for the item to be returned/ exchanged. Kickstarter/ Indiegogo purchases are not refundable due to the nature of crowdfunding.

Our support team will email you the RMA reference number along with the instructions on how and where to ship your return. The RMA reference number will be valid for 30 days. If the return is not received within 30 days, the return/ exchange will not be honored.

What happens if I received a defective item?
If you are reporting a defective item, please attach photographs of the defects in the product to help us take a timely action for your request. We process all such exchanges at no extra cost to you.

How long does a refund or exchange take to process?
We take up to 3 business days to respond to you. Once the item is returned to our Returns Center, please allow 10-14 business days for your refund to be processed by your bank.

What about customs fees on replacement items for international shipments?
The customs fee on the replacement item may or may not apply depending on the import rules of the respective country. PleatPack Design will not be liable for any such customs charges. If you refuse to take delivery of the product(s), as a result of import taxes, customs duties, and fees, PleatPack reserves the right to charge you for the return cost of the product(s). This amount will be deducted from your refund once the item is received at our warehouse.
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