- 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 we show you 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 customized quote for a school, club, or organization. What do I do?
We are happy to provide a custom quote 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 quote with no strings attached!
- 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 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 such time, 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 SW Germany. Normal delivery times are listed next to each item in the shop. Large or odd 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 the following day if you order in the afternoon or evening. Our logistics department is closed on weekends so any order received over a weekend will be processed 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.
- What regions can you deliver to?
We only ship online 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 advise you. Shipping to Northern Ireland, Isle of Man, the Channel Island, BFPO regions and the Scottish highlands and islands 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 will depend on the delivery destination. We have put together an overview of the various shipping costs for you.
- 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 other than your billing address.
- I have placed several orders. Can they be shipped together?
We process every order as quickly as possible and it is not currently possible to aggregate orders into one shipment.
- I have received a defective 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 which you don't like or want 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 place all the items you want to return in a single parcel, include the completed return forms and stick a 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 unwanted 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 when 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 resolve 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 click on "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 via the alpinetrek.co.uk 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 by 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 under 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