FAQ

XD Design is a Dutch design brand dedicated to creating smart, secure and sustainable everyday carry products. We are best known for the Bobby anti-theft backpack, which set a new standard for safe and comfortable travel. Every product is developed with a problem-solving mindset, focusing on protection, functionality and long-lasting quality. With the use of recycled materials and verified impact data through the Digital Product Passport, XD Design aims to make modern travel safer, easier and more responsible.

XD Design uses certified recycled materials such as rPET and recycled nylon, sourced from post-consumer waste including used plastic bottles. These materials support our commitment to sustainability by reducing water use, energy consumption and overall environmental impact compared to conventional fabrics.

The Digital Product Passport is a scannable ID that shows verified information about a product’s materials and environmental impact. It uses Aware tracers and blockchain technology to provide transparent and trustworthy sustainability data.

XD Design bags include features designed to reduce the risk of theft, such as hidden zippers, concealed pockets and cut-resistant materials. Selected models also use lockable metal zip pulls and smart compartment layouts to keep valuables secure during travel or daily use.

XD Design bags are not machine washable. To clean them, use a soft cloth with mild soap and water, then let the bag air dry. Avoid harsh cleaning agents or heat to maintain the quality and water-repellent finish.

Yes, spare parts are available for selected models. You can find the available components in our Spare Parts collection on our website. If you are unsure which part you need, contact our customer service team with your product name and we will help you choose the right replacement.

For security reasons, it is not possible to reset or recover a forgotten lock code. If you need a replacement lock, please contact our customer service team for support. Replacement locks are not available for the Urban Lite and Urban Backpack lockable buckle.

You can submit a warranty claim through our online warranty form. Please include your order details, product information and clear photos of the issue. Most warranty requests are reviewed within 72 hours, and our team will guide you through the next steps.

Use this text to answer questions in as much detail as possible for your customers.

Thank you for your interest in partnering with XD Design. You can apply for a reseller or wholesale account through our online inquiry form. Share your company details and product preferences, and our sales team will contact you with the next steps and available opportunities.

At the moment, it is not possible to provide business invoices without VAT. All orders placed through our webshop are processed with VAT included. You can enter your company details at checkout to receive a business invoice, but the VAT amount will remain applicable. For bulk or wholesale inquiries, please reach out to our team.

In the past, some XD Design products included a verification code label to confirm authenticity. This system has been phased out and replaced by the Aware digital passport QR code, which provides verified material and impact information. From December 1, 2024, all new models use the Aware digital passport only. The previous verification system is no longer available as of December 1, 2025.

At the moment, XD Design ships to all countries within the European Union, except the Canary Islands. We are working on expanding our shipping regions in the near future. If you want to stay updated on new destinations, you can sign up for our newsletter.

Delivery within the EU generally takes between 2 to 5 business days. The exact delivery estimate for your location will be shown at checkout once your address is entered.

After your order has been shipped, you will receive a shipping confirmation email with a tracking link. You will also receive a separate email from the carrier with the same tracking details. If you cannot find your tracking link, you can always request it from our customer support team. We are happy to help.

Orders under 100 euros have a shipping cost of 12.95 euros. The exact fee for your order will be shown at checkout. If you have any questions, our customer support team is happy to help.

If you are not home during delivery, the carrier will either attempt a second delivery or bring the parcel to a nearby pickup point. You will receive an update from the carrier with instructions on where and when you can collect your package. If you need help locating your parcel, our customer support team is happy to assist.

Yes, you can enter a business address at checkout. Please make sure the company name and all delivery details are correct to ensure smooth delivery. If you need assistance, our customer support team is happy to help.

Delivery times may vary, and occasional delays can occur with the carrier. If your package is delayed, you can check the latest status through your tracking link. If no new updates appear or you are concerned about the delay, our customer support team is happy to look into it and assist you further.

We are very sorry if your package arrives damaged. Please contact our customer support team as soon as possible and include your order number along with clear photos of the damage. We will review the situation quickly and help you with the next steps to resolve the issue.

If your order is returned to sender, please contact our customer support team so we can keep an eye out for your package. As soon as we receive it back, we will reach out to you to arrange a new delivery or discuss the best next step. We are always happy to help.

You can return your product within the return period as long as it’s unused and in its original condition. You can easily submit a return request from your account on our website. If you’re not sure whether your item qualifies or you need a little help, just let us know. We’re happy to assist.

Once your return has arrived at our warehouse, it usually takes a few working days to process. After approval, your refund will be issued automatically to the original payment method. If you’re ever unsure about the status of your return, our support team is always here to help.

Yes, for most countries within the EU we provide a free return label. When you submit your return through your account, you’ll automatically receive the instructions and the free label if your country is eligible. Free returns are available for the following countries:

Austria, Belgium, Czech Republic, Denmark, Estonia, Finland, France, Germany, Hungary, Latvia, Lithuania, Luxembourg, Netherlands, Poland, Portugal, Slovakia, Slovenia, Spain and Sweden.

If your country is not listed or you’re unsure how it works, just contact our support team. We’re happy to help.

Once your return has been processed and approved, your refund will be issued automatically to the original payment method. You’ll receive a confirmation email as soon as it’s completed. If you don’t see the refund right away, give it a few days depending on your bank or payment provider. And if something seems off, our support team is always here to help.

If you received the wrong item, we’re very sorry about that. Please contact our customer support team with your order number and a photo of what you received. We’ll make sure the correct product is sent to you as quickly as possible and guide you through the return of the incorrect item.

We’re very sorry if your product arrived faulty or got damaged within the warranty period. Please submit a warranty claim through our online form and include clear photos of the issue. Our team will review your request, usually within 72 hours, and help you with a suitable solution.

All XD Design products come with a 2-year warranty that covers manufacturing defects. The warranty starts on the date of purchase. If you experience an issue within this period, you can submit a claim through our warranty form and we’ll be happy to help you.

Most XD Design backpacks fit laptops up to 15.6 or 16 inches, depending on the model. Each product page shows the exact laptop size and compartment dimensions, so you can easily check if your device will fit. If you’re unsure which model suits your laptop best, our support team is happy to help.

All XD Design backpacks are water repellent, meaning they keep your belongings protected during light rain and daily use. Some models are water resistant for even better protection, and many feature YKK water-resistant zippers. You can find the exact level of water protection on each product page.

Some XD Design models feature a built-in or external lock to keep your belongings secure. The lock allows you to set a personal code to secure the zippers while traveling or commuting. You can find specific instructions in the product manual on each product page. If you get stuck, our team is always happy to help.