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 pinqponq! We are also active on social media, on 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 pinqponq, 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 pinqponq 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.
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?
Clean your pinqponq backpack with a damp cloth and a little soap. If it's very dirty, our gentle CLEANER will get it clean again.
What are the backpack features?
Our backpacks have many practical features. Some of our models, such as the Cubik, the Blok or the Komut, have an additional cable or wet compartment. This means you have your charging cable right at hand. The compartment is also suitable for wet things. Most of our backpacks also have padded straps and back sections so that you can carry them comfortably even on longer trips. Additional compartments for pens, tablet or even for your water bottle on the outside make your pinqponq a real everyday companion.
Are the backpacks waterproof?
Our products are highly water repellent. The fabrics are impregnated PFC-free in the manufacturing process. On the outside, they are treated with a water-based coating that makes water 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 1500 mm. However, in the case of heavy water flow, moisture can penetrate at seams and zips. In this case, our KOVER provides additional protection.
Which backpack is suitable for cycling?
Theoretically, you can use any of our backpacks on a bike. However, some models have padded straps and ventilated back pads - these are particularly suitable.
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?
Many of our backpacks are the size of hand luggage. Komut Large and Blok Large, for example, are perfect as hand luggage. Not only do they offer a lot of space, but they also have practical storage compartments so you have everything at your fingertips. 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 pinqponq is right for you? Take another look at the product pages of our models or the backpack comparison.
Why a backpack from pinqponq?
Our backpacks not only convince with their minimalist design. We also focus on high functionality and absolute sustainability. We are very proud of this triad.
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 Transparency page.
Are the backpacks fair and sustainable?
Our products are made from more sustainable materials and are produced fairly. We focus on PET recycling, minimal production waste and total transparency from the beginning to the end of the product cycle. Our water-repellent outer fabrics do not contain PFCs. Instead, we use a water-based PFC-free impregnation. Read more about responsibility.