FAQs

Order
Is the item available in a specific colour/size?

You can see in the online shop if an item is currently available. In the colour and size selection, we show you which item models are in stock right now. Simply select the one you want.

Will the item I wanted be restocked? How can I find out when the item I want is available again?

You can set up a product alert in the shop. Simply select the model you want on the product page (e.g. the colour and size you need) and then click the "Currently not available
(set up notification)“ button.
You will receive an email from us as soon as the item is in stock again. You can also set up a product alert if the item you want will not be restocked.

I have been looking through the shop and can't find what I'm looking for. Can you order it for me?

Unfortunately we cannot order individual items that are not part of our product range.

I need a customized quote for a school, club, or organization. What do I do?

We will, however, be happy to create a custom offer just for you. It would be best if you could give us information about the exact items you want, the quantity, sizes and models via our contact form or per fax to +49 7121 7012291. We will also need all your complete information, including: First name, last name, name of the club/company, street, postcode, town, email address, phone number and the name of a direct contact. We will then create a custom quote – no strings attached – which we will send to you by email.

I received an item that wasn’t ordered. What do I do now?

We will, of course, refund the purchase price in the event that you receive an incorrect item despite our strict quality control. Please return the incorrectly delivered item with a relevant note on the return slip (“Service Info”). We will pay the costs for returning the item.

I am having difficulties with the order. Where can I get help?

There is no simple answer to that question!
Please feel free to contact our customer service with any questions you may have about the order process. The team will be happy to assist you.

Can I change or cancel my order after it has been submitted?

We can change or cancel your order at any time before it is ready for shipping. After that, changes are no longer possible. Please bear in mind that it only takes a few hours for your order to be ready to ship, once it has been submitted. It is therefore important that you contact us with changes as soon as possible.

Payment
How can I pay?

You will find an overview of the various payment options right here. All payment types available for your particular purchase will be displayed as part of the order process.

How can I speed up the delivery of my order?

We can process all orders paid for using PayPal, credit card, debit card, direct debit, cash on delivery and against invoice immediately. Any order we receive by latest 2 pm (GMT+1) on a working day will in most cases be dispatched the same day. Please don’t add a message in the message field of the order, because messages have to be processed separately, which will delay processing! Where the payment option “Bank transfer” is chosen, we can only process the order once the payment is received on our bank account, which will delay shipping accordingly.

Can I send a payment confirmation of a prepayment by mail or fax to get the delivery sent to me quicker?

We understand – of course – that you want to receive your parcel as soon as possible.
Unfortunately we cannot speed up the shipping process, even if you send us proof of payment. Have a look at “How can I speed up the delivery of my order?” to find out how you can receive your order as quickly as possible.

How does a “purchase against invoice” work?

Purchases against invoice are handled by our partner Payolution GmbH. With this payment type you only pay for the items you want to keep and don’t return to us. There will be no new invoice created after we receive your returned items. The payment terms for purchases against invoice is 10 days. Have a look at our Privacy page for information regarding credit checks.

I have received a payment reminder for my purchase against invoice despite the fact that I have returned the items?

It may be that the payment terms of 10 days for your purchase against invoice were surpassed, before your return was received. You can disregard the payment reminder, once you have received a return confirmation from us by email.

I have paid the invoice but have still received a payment reminder!

Sorry! We are not trying to annoy you!
Please check that you have made your payment to the correct bank account printed on your current invoice. The account details for purchases against invoice are different.

Why can’t I place an order against invoice?

Unfortunately, we too have to be careful when it comes to money matters!
That is why our payment partner Payolution carries out credit checks in the background. In case of a negative result of a credit check, we are unable to offer purchases against invoice. Have a look at our Privacy page for information regarding credit checks.

Where can I find my invoice?

The invoice is sent to you in the parcel with your delivery. We will be happy to send you a copy by email if you can’t find it. Please contact our customer service.

Why can’t I order with my credit card?

For security reasons, we can only accept credit card payments up to a certain value of goods. Please have a look at the Payment Types page to see the limit. We can also not accept credit card payments to packstations or to a delivery address that differs from that of the card holder.

What is the card verification code for payments by credit/debit card?

The card verification number is on the back of your credit/debit card in the signature field.

Delivery and shipping
Has my order been dispatched already?

We will send you a shipping confirmation complete with a DHL tracking link for your parcel on the evening of the shipping day by email. Your order will usually be dispatched on the same day, provided your order and payment was received before 2 pm. You can also check the current status of your shipment in your “Order History" if you have a customer account with us.

When will my order be dispatched?

Your parcel will usually be dispatched on the same day, provided your order and payment was received before 2 pm. Our logistics department is closed on weekends. Any order received over a weekend will be processed on the following Monday.

What countries can you deliver to?

We can deliver to almost any country around the world. Have a look at our Shipping Costs page for a list of the delivery countries you can select in the shop. If the country you are looking for is not included in the list, then you will have to order via email. Please contact our customer service.

How much will the shipping costs be?

The cost of shipping will depend on the delivery destination. We have put together an overview of the various shipping costs for you. If the country you are looking for is not included in the list, then you will have to order via email. Please use the contact form to let us know your name and address and the items you want. We will then get back to you with the shipping costs.

I am not at home during the day. Can I have my order delivered to another address?

Sure! As part of the order process, you can enter a delivery address or Packstation other than your billing address. We cannot, however, deliver to a postbox address.

I have placed several orders. Can they be shipped together?

We process every order as quickly as possible. It is therefore impossible to later put them together for one shipment.

Complaints
I have received a defective item. What do I do now?

Oh, that shouldn't happen, please accept our apologies. We will really get busy for you if you ever have a warranty claim! We have put together all the information about what to do on our Complaints page.

Will I get my money back?

You have a statutory right to supplementary performance in case of an approved warranty claim. We will refund the money to you if we cannot provide that supplementary performance.

Returns
Can I return goods if I don't like them or they don't fit? Where do I get a parcel stamp? How do I package my return shipment?

You can naturally return items which you don't like, or reorder a different size.
We have put together all the information for you on our Returns page.

Can I exchange an item?

We do not provide direct goods exchange against an offset of payment. You do like the item, but would prefer it in a different color or size? No problem: Simply return the unwanted item to us. You can then order the new item as a new order via the online shop or customer service. You can see right away in the online shop if the item you want is available in the color and size you need.
We have put together all the information for you on our Returns page.

How do I get my money back if I return something? When will I get the money back for returned goods?

The purchase price will be refunded within 5 days after your return has been processed the same way we received it. Please do not call back payments made via "direct debit" yourself, as this is costly and we would need to bill you for any charges which accrue.

I received an item that wasn’t ordered. What do I do now?

We will, of course, send you the correct item as soon as possible in the event that you receive an incorrect item despite our strict quality control. We can also refund the purchase price if that is more convenient for you. Please return the incorrectly delivered item with a relevant note on the return slip (“Service Info”). We will pay the costs for returning the item.

Newsletter
I don’t want to receive your newsletters!

It is very easy to unsubscribe from our newsletter. Simply click the “Unsubscribe” link at the bottom of the newsletter. Please note that you have to unsubscribe the newsletter for each email address you have registered with us.

Vouchers
I forgot to redeem my newsletter voucher?

The voucher cannot be used as payment for previously completed orders and cannot be combined with other campaign vouchers.
The welcome voucher can be redeemed against a minimum order value of £40 (total after returns). Vouchers received for newsletter subscriptions are redeemable once per person and for one order only.

Customer account
I forgot my Alpinetrek.co.uk password – what do I do now?

You can have a new password for our shop generated automatically. Click the account icon in the header of the page and then click "Forgotten password". Your new password will arrive by email in a few moments.

How can I change my password?

You can change your password at any time in your customer account under “Password settings".

Contacting customer service
I have a question or a problem. Where can I get help?

Contact our customer service! We are available Mo - Fr 09:00 - 16:00 by phone under the number +49 7121 70120. Alternatively you can send us a message using the contact form

Any other questions? Please get in touch with our customer service!
Christian, Customer Service Representative

Expert Christian

You still haven't got the right answer? Then we look forward to hearing from you!

Email: Email us
Phone: +49 7121 70120
Fax: +49 7121 7012291
Monday to Friday: 09:00 - 16:00 o'clock