We have put together all the important information about returns on this page. Please select your concern:
It doesn't fit or you don't like it? Although we do our best to continuously improve our item descriptions, images, and size information, it may still happen that a climbing shoe doesn't fit right, the hardshell feels different than you expected, or a particular backpack model simply doesn't suit your back.
We say: no problem! Send it back!
You have 30 days to check out the item thoroughly. You can return any item within 30 days without a problem (all info regarding Right of return ).
The 4 steps of a return
Four simple steps – this is how to handle a return.
Your rights remain unaffected, but the following procedure will make returns handling a lot easier for us.
|1. Fill out the form||Please fill out the returns form, which is part of every delivery. It will allow us to process your returns as quickly as possible.|
|2. Pack the goods||Make sure to return everything in its undamaged original packaging and in a suitable shipping carton. By the way: if you use the Alpinetrek.co.uk packaging, then you won't even need sticky tape! All Alpinetrek packaging is returns optimized, which means they have an additional sticky strip with which to reseal the packaging.|
|3. Send the goods||
You must cover the cost of the shipment. A service we offer is to print out a Alpinetrek return label , which often works out cheaper than if you pay normal postage. The costs listed on our page are settled with your credit note.
Or ensure sufficient postage on the package and send it to:
Please do not send the goods freight collect, as we will then deduct the postage incurred from your credit note.
|4. You'll get your money back||We will check and process your return as soon as it arrives with us. We will immediately send you a receipt confirmation, and then it will only take a couple of working days until you get your invoice payments returned to you.|
New order instead of exchange
Since we want to ensure high stock levels and an up-to-date inventory at all times, we can unfortunately no longer offer goods exchange. If you want a particular item in a different color or size, simply return the unwanted item and order another. This way you replacement item will also be with you a lot faster!
We will really get busy for you if you ever have a warranty claim! We have put together all the information about the process on our Complaints Page .
You will of course immediately get a replacement of goods damaged during transport. Make sure to check your delivery immediately upon receipt for completeness and possible damage. It is best to note any deficiencies in writing to the delivery provider upon receipt. As a next step, inform our team at Contact or +49 7121 70120 of the damage so that we can immediately start processing the refund or replacement of your order. Omitting to file a complaint or getting in contact with us will in no way infringe upon your statutory warranty rights. It does however greatly help us to file our own claims against the logistics provider or the cargo insurance.
Any other questions?
Do you have other questions, or need help? We are looking forward to hearing your questions and are happy to help via Contact or +49 7121 70120.