- Is the item available in a specific colour/size?
You can see in the online shop if an item is currently available. For each colour and size selection you can see which models are in stock right now. Simply select the one you want.
- Will the item I want be restocked? How can I find out when the item will be 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.
- 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 existing product range.
- I need a customised offer for a school, club or organization. What do I do?
We are happy to provide a customised offer for you. To help us give you the best possible value please send us (via our contact form the details of the exact items you want, the quantity, sizes, colours and models. We will also need your contact information, including: Name of the group/company, building name or number, street, town, county and postcode as well as the full name, email address and phone number for a direct point of contact. We will then create and email you a custom offer with no strings attached!
- I received an item I didn't order. What do I do now?
We will, of course, refund the purchase price in the event that you received an incorrect item despite our strict quality control. Please return the incorrectly delivered item with a note about it on the return slip ("Service-Info"). We will refund you the costs for returning the item.
- I am having difficulties with the order. Where can I get help?
Please feel free to contact our customer service team 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 only cancel your order up to a certain point in the packing and shipping process. After this, cancellations are no longer possible. Please note, however, that your order will be ready to ship within just a few hours after we receive it. For this reason, please contact us as soon as possible with your cancellation request.
- 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.
- Why can't I order with my credit card?
For security reasons we only accept credit card payments up to £1500. Please see the Payment types page for further information.
- 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.
- Can you ship overnight or next day?
No, unfortunately, we do not offer overnight delivery from our warehouse located in Southwestern Germany. Normal delivery times are listed next to each item in the shop. Large or oddly shaped items can take a bit longer.
- When will my order be dispatched?
Your parcel will typically be dispatched the next working day, if you order in the morning on a working day and on the following day if you order in the afternoon or evening. Our logistics department is closed on weekends so any order placed on the weekend will be processed in the following week.
- Has my order been dispatched already?
When your order is dispatched we will send you an email confirming the shipment of your order along with a tracking link for your parcel. You can also check the current status of your shipment in your order history if you have previously set up an account with us. Our logistics department is closed on weekends so any order placed on the weekend will be processed in the following week.
- Which courier service will deliver my parcel?
In the UK, we ship our parcels using Evri (formerly known as Hermes UK). More info »
- What regions can you deliver to?
We only ship orders to the UK (please see our shipping costs page for more info). If you would like to enquire about delivery to another country, please contact our customer service team who will be happy to help you with your questions. Shipment to Northern Ireland, the Isle of Man, Channel Island and British Forces Post Office (BFPO) regions is unfortunately not possible at the present time. We are working on a post-Brexit solution for those regions.
- How much will the shipping costs be?
The cost of shipping depends on the delivery destination. We have put together an overview of the various shipping costs for you.
- What do I do in case of transport damage?
Please check your shipment for completeness and transport damage immediately upon receipt and refuse to accept it if there is visible damage. You can find more information here.
- I am not at home during the day. Can I have my order delivered to another address?
Sure! During the order process, you can enter a different delivery address than your billing address.
- I have placed several orders. Can they be shipped as a combined package?
We process every order as quickly as possible and it is not currently possible to combine different orders into one shipment/package.
- I have received a defective or broken item. What do I do now?
This really shouldn't happen but if it does please accept our sincere apologies and know that we have a dedicated team ready at your disposal. Please see our returns page if the product was delivered faulty or damaged and our warranty page for information on how to make a warranty claim for a material defect.
- Will I get my money back?
If your warranty claim is approved then we will refund you if we can't fix the problem or provide you with a replacement.
- What happens to my warranty claim after Brexit?
We will process your warranty claim, even if your order is from before Brexit. Unfortunately, the process is quite cumbersome, so please bear with us.
- Can I return goods if I don't like them or they don't fit? Where do I get a return label? How do I package my return shipment?
Of course you can return items you don't like or would prefer in a different size. We have put together all the information for you on our returns page.
- Can I return items from multiple orders in one parcel?
Yes. If you would like to return items from multiple orders or your order was delivered in multiple parcels, you can return them in one parcel. Simply put all the items you want to return in a single parcel, include the filled-in return forms and place the return label on the outside of the parcel.
- Can I exchange an item?
Unfortunately we do not offer a return for exchange service. If you like the product but would prefer it in a different colour or size simply, return the item to us for a refund and place a new order for the item you want via the online shop. For more information on returning your product, please see our returns page.
- How do I get my money back if I return something? When will I get the money back for returned goods?
You will receive your refund within 7 days from the day we receive your returned items.
- I've received the wrong product. What do I do now?
Our sincere apologies for the inconvenience. We do everything we can to ensure this doesn't happen but if it does, please contact our customer service team to arrange the return of the incorrect product free of charge. The team will then work with you to solve the situation as quickly as possible.
- 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 or alternatively login to your customer account and select "newsletter settings".
- I forgot to redeem my newsletter voucher!
Unfortunately, the voucher cannot be used as payment for previously completed orders and cannot be combined with other promotional vouchers.
The £5 newsletter welcome voucher can be redeemed against a minimum order value of £40. These vouchers are redeemable once per person and for one order only.
- I forgot my Alpinetrek.co.uk password – what do I do now?
You can generate a new password on the website. Click the login icon which is found at the top right of every page and then click "Forgot your password?". You'll be asked to enter your email address and your new password will arrive via email within a few moments.
- How can I change my password?
You can change your password at any time in your customer account under Password settings.
- I have a question or a problem. Where can I get help?
Contact our customer service team! We are available Mo - Fr 8 am - 4 pm (UK time) by phone via the number 03 33 33 67058. Alternatively, you can send us a message using our contact form.
You still haven't got the right answer? Then we look forward to hearing from you!
Email: Email us
Phone: 03 33 33 67058
Monday to Friday: 8 am - 4 pm