Welcome to the KnapsackNest Help Desk. To make things easier to find, we have organised our most common questions around the four stages of your order journey: checkout and wallet payment, choosing the right bag, order and delivery, and returns and refunds.
For full details, please refer to our Payment & Wallet Checkout Policy, Shipping & Delivery Policy, and Returns & Refunds Policy. Nothing in this FAQ limits any mandatory rights available to you under applicable consumer law.
Stage 1: Checkout and Wallet Payment
Q: Which payment methods does KnapsackNest accept?
A: We currently accept iDEAL, Bancontact and BLIK for backpack and bag purchases. However, payment method availability is destination-dependent and order-dependent. Our system will only display the wallet payment methods that are supported for your specific shipping country, order currency, and order value.
We do not ask you to enter credit or debit card details on our Site, and we do not request or store your online banking password, wallet login credentials, full payment account number, or CVV.
Q: What happens at checkout when I choose a wallet payment method?
A: Our checkout operates on a dynamic routing process:
- You add items to your cart, proceed to checkout, and fill in your required billing and shipping information.
- You click “Place Order”.
- Only after clicking “Place Order” will our system evaluate your destination and currency, and dynamically load the available wallet payment options. You will not see the final wallet list during the initial information-filling stage.
- You select your preferred wallet (e.g., iDEAL, Bancontact or BLIK) from the displayed options.
- You are handed off to the payment provider’s secure interface to complete authorization (e.g., entering a verification code, confirming via your banking app, or using biometric verification).
Once authorization is complete, the payment provider returns a transaction result to us. We will then confirm whether your order has been accepted for processing. The order confirmation email you receive confirms that your order has been received and accepted; it is not a dispatch confirmation.
Q: I clicked “Place Order” and received an order number, but haven’t paid yet. Is my order confirmed?
A: Clicking “Place Order” generates an order record in our system with a pending or incomplete payment status. An order is not complete, nor is it accepted for processing or dispatch, until the wallet payment has been successfully authorized. If you choose not to complete the authorization, or if it fails, the order will remain unpaid and will not enter our fulfilment process. You can safely disregard the pending order if you do not complete the payment.
Q: What should I do if my wallet payment is declined, fails, or does not complete?
A: If your payment is declined, fails, is cancelled, or does not complete within the provider’s required timeframe after clicking “Place Order”, the order will not enter processing. For security and order-integrity reasons, a declined or failed order cannot be reinstated; please place a new order through the website.
Before trying again, please:
- Confirm that the payment amount, currency, and merchant details shown in your payment provider’s interface are correct.
- Check that your payment account or linked funding source is active, has sufficient available funds, and has not exceeded any applicable transaction or daily limits.
- Complete any authentication step within the timeframe shown. An expired or abandoned authentication session may cause the payment to fail.
- Contact your bank or payment provider directly if the payment continues to fail, as they can explain the specific reason for the decline.
- Try another payment method displayed on the payment screen.
Q: Why am I being asked to verify my payment again?
A: Some wallet payments require Strong Customer Authentication (SCA) or an equivalent verification step imposed by your bank or payment provider. This may include a password, one-time SMS code, in-app approval, QR code confirmation, or biometric verification. These steps are controlled by your bank or payment provider, and we cannot override their authentication or decline decision. If an authentication session expires or is abandoned, the payment may fail and the order will not be processed.
Q: Should I send KnapsackNest my banking password or verification code?
A: No. Please do not send us your online banking password, wallet login credentials, full payment account number, one-time authentication codes, or CVV. Our customer service team does not need these details to assist with a payment inquiry. If you receive a request for such information that appears to come from KnapsackNest, please contact us using the details at the end of this FAQ before responding.
Q: Can I pay with a credit or debit card instead?
A: At present, checkout is configured for the wallet payment methods dynamically loaded for your destination and order. If a credit or debit card option is not displayed after clicking “Place Order”, it is not currently available for that order. Where a wallet provider’s own application involves a linked funding source, that process is handled within the provider’s environment and is subject to the provider’s terms and privacy policy.
Stage 2: Choosing the Right Bag
Q: How do I determine the dimensions, capacity, or material of a backpack?
A: We are currently updating our product pages. Some product pages may currently display product images and limited descriptions, and may not include complete specifications such as material composition, dimensions, capacity, weight, or care instructions. Product images are for visual reference only, and colours or proportions may vary by screen.
If a specific specification (e.g., laptop compartment size, fabric material, or exact weight) is critical to your purchase decision, please contact us at [email protected] before placing your order. Provide us with the product name or link, and we will provide the available information or confirm if it is unavailable. If we cannot confirm a specification that is critical to your intended use, you may choose not to purchase the product.
Q: What if the backpack I receive does not fit or is not the size I expected?
A: If the item is not the size or style you expected, you may request a return within the applicable change-of-mind window (14 calendar days from receipt), provided the backpack is unused, undamaged, and in its original packaging with all tags, accessories, and documentation intact. Change-of-mind returns, including incorrect size or style selection, are customer-reason returns; the customer is responsible for arranging and paying for return shipping, and original outbound shipping fees are non-refundable. Please see our Returns & Refunds Policy for the full cost rules.
Stage 3: Order and Delivery
Q: Can I cancel my backpack order?
A: Yes, if the order has not yet been dispatched. Cancellations requested before shipment will receive a full refund to the original payment method. Once the order has been shipped, cancellation is no longer possible; in that case, please refer to our Returns & Refunds Policy for eligible unopened and unused items.
Q: Can I modify my order after it has been placed?
A: Please contact [email protected] immediately. Changes such as size, colour, or quantity can only be accommodated if the order has not entered the shipping process. Once an order has been packed or handed to the carrier, we may be unable to change the contents, change the address, or stop the shipment.
Q: How long does it take to receive my backpack?
A: For Standard Shipping, total delivery time is generally 8–16 business days, made up of 1–2 business days for processing plus 7–14 business days for shipping. Processing excludes weekends and public holidays. Expedited Shipping may be available in selected markets and, where available, will be displayed at checkout with its own delivery estimate and fee. All delivery estimates are for reference and are not guaranteed delivery dates.
Q: Can I track my order?
A: Yes. After dispatch, we will email you a shipping confirmation containing your tracking number. Please allow up to 72 hours after receiving that email for tracking information to appear or update in the carrier’s system. You can use the tracking link in the email or the “Track Order” feature on our website, where available. If tracking has not updated within 72 hours, or if the parcel appears delayed or stuck, contact us and we will review the available information and assist with a carrier follow-up.
Q: What should I do if my parcel arrives damaged or the wrong item was sent?
A: Please inspect your order on delivery and contact us as soon as reasonably possible with your order number, a description of the issue, and clear photographs of the affected item and packaging where applicable. Please retain the original packaging and shipping materials until the issue has been reviewed. We will assess the information and work with you toward an appropriate resolution under our Returns & Refunds Policy.
Q: Why is my delivery taking longer than expected?
A: Delivery schedules may be affected by severe weather, local factors such as strikes or statutory holidays, peak-season flight or personnel shortages, and carrier or customs procedures. A delivery delay does not automatically entitle you to a refund. If your shipment is significantly delayed and relevant information is available to us, we will make reasonable efforts to notify you and, where appropriate, open a carrier inquiry. If the carrier confirms that the parcel is lost or cannot be delivered, we will arrange a replacement or refund in accordance with our Returns & Refunds Policy.
Stage 4: Returns, Refunds and Exchanges
Q: What is the return window for backpacks and bags?
A: All returns require pre-approval by our customer service team. The applicable window depends on the reason for return:
| Return Reason | Return Window | Who Covers Return Shipping? |
|---|---|---|
| Defective, damaged, incorrect item, or fulfilment error | 30 calendar days from receipt | KnapsackNest |
| Parcel confirmed lost or undeliverable by the carrier | 30 calendar days from confirmed delivery failure | KnapsackNest |
| Change of mind, incorrect size/style selected, or preference change | 14 calendar days from receipt | Customer |
Where mandatory consumer law provides a longer return or withdrawal period, that longer period will apply.
Q: Who pays for return shipping?
A: If the return is due to KnapsackNest’s error—for example, a defective or damaged item, an incorrect item sent, or a fulfilment mistake—we will cover the return shipping cost and provide a prepaid return label where applicable. In such cases, the refund will include the item price, original outbound shipping fee, and applicable taxes paid, without deduction for the KnapsackNest-error return.
If the return is for a customer reason—for example, change of mind, incorrect size or style selection, or a preference change—you are responsible for arranging and paying for return shipping. Original outbound shipping fees are non-refundable. If your original order qualified for free shipping because it met the $79.00 threshold and the entire order is returned for a customer reason, the standard outbound shipping fee of **$6.99** may be deducted from the refund. Where applicable law permits and the amount has been disclosed to you, non-recoverable import duties, VAT, or customs clearance fees actually incurred by KnapsackNest may also be deducted. No restocking fee will be charged.
Q: Can I return a backpack that has been used?
A: For non-quality returns, backpacks and bags must be returned unused, undamaged, and in their original packaging with all tags, accessories, and documentation intact. We recommend an indoor fit check—trying the bag on briefly without removing tags and without outdoor use—before deciding whether to keep it. Items that have been worn outdoors, washed, soiled, stained, exposed to odours, or show visible signs of use may be refused for return. Quality-related returns are assessed on their individual facts and are not subject to this hygiene restriction where the issue is a manufacturing or transit defect.
Q: How do I start a return?
A: Email [email protected] with your order number, SKU or product name, reason for return, and clear photographs of any defect, damage, or incorrect item where applicable. Our team will respond within 24 hours on business days with detailed return instructions and, where applicable, a return authorisation number. Please do not ship the item until you have received our instructions. Use only the return address provided by our customer service team; packages sent to any other address, including the sender address on the parcel, cannot be processed.
Q: How long does a refund take?
A: After we receive and inspect the returned item, we will process the refund promptly. Refunds are issued to the original payment method and may take up to 7 business days to appear in your account after approval, depending on your bank or payment provider’s processing policies. We cannot redirect a refund to a different payment method or account.
Q: Can I exchange my bag for a different size or colour?
A: Exchanges are subject to product availability. Please follow the same pre-approval process described above and let us know the size or colour you would like instead. If the requested replacement is unavailable, we will discuss an alternative or issue a refund where eligible.
Still Need Help?
If your question is not covered above, or if you need help with a specific order, please contact us:
Voyager Select Luggage Group LLC
Address: 400 22nd Ave, Meridian, MS 39301 USA
TEL: +1 6015132039
Email: [email protected] (Available Monday–Friday, 08:00–17:00 UTC -6)
Registration Number: 1524527