Returns

We have put together all the important information about returns on this page. To fast track to the relevant info please select from:

Returns

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 boot doesn't quite fit or the cut of a garment doesn't suit your style etc...

We say: "No problem! Send it back!"

You have 100 days to inspect your item thoroughly. As part of our voluntary contractual 100 day return policy, you can return any item within 100 days after receipt. Please note that we only accept unused items in their original packaging. Be careful not to remove attached labels or dirty the item. The goods may not show any signs of use (please see our info page regarding right of return).Your statutory right of withdrawal as outlined in section 7 of our Terms and Conditions is not affected by the rules that apply to this more lenient right of return and remains in force irrespective thereof.

Exchange not possible

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.

Shipping Country
Order value
Return shipping fee
Return processing fee

United Kingdom

Under £75

Free shipping when using the Royal Mail return label for standard packaging*

Yes (£3.99 per return)
£75 and above
No fee

*Please note that additional costs may apply for oversized parcels (box/bag larger than 61cm (L) x 46cm (W) x 46cm (D) or a tube, where length plus twice the diameter exceeds 104cm or with the greatest dimension is more than 90cm) and/or overweight packages (over 20kg) which must be paid by the return sender.

The 4 steps of a return

1. Fill out the form Please fill out the returns form which is included with every order. It will allow us to process your returns as quickly as possible.
2. Pack the goods Please make sure to return everything unused, as new with original labels/tags and with original packaging.
3. Send the goods

You can download & print an Alpinetrek return label from Royal Mail. This return label ist free of charge; however, we will deduct a processing fee for returned goods if the total value of the order was less than £75. (Please note that we cannot offer this service for the Channel Islands and Isle of Man.)

You can drop off your parcel at any Royal Mail Post Office. Click here to generate a return label. Please be sure to keep your proof of postage receipt until the entire refund process is complete.

As we cover the shipping costs for your return initially, we will have to deduct a returns processing fee of £3.99 from your refund for order values below £75.

When using the Royal Mail return service please note that additional return costs may apply for oversized and/or overweight packages. Such additional costs must be paid for by the return sender when initiating the return process. These costs will not be refunded by us.

Alternatively please put sufficient postage on the parcel and send it to:

Alpinetrek
Century Logistics
Saxham Business Park
Little Saxham
Bury St Edmunds
Suffolk
IP28 6RX

(Please do not send the goods via a payment on delivery service as we will deduct any cost from your refund.
Please note: If you send your return to our warehouse in Germany, you will need to attach export documents to the parcel. Otherwise, we will not receive or be able to process your return.)

Once your parcel arrives at our local hub, it clears customs and will then be delivered to our distribution center in Ergenzingen, Germany before the refund can be processed.

4. You'll get your money back We will check and process your return as soon as we receive it at our distribution center in Germany. Because of current changes in customs as a result of Brexit, it can take up to 21 days for returns to be delivered and processed at our distribution center. We will send you confirmation of receipt once the return has been processed.

Warranty claim

We will process all warranty claims as quickly and efficiently as possible. We have put together all the information about the process on our warranty page.

Transport damage

You will of course immediately get a full replacement of any goods damaged during shipping (when available otherwise you will receive a full refund). Make sure to check your delivery immediately upon receipt for completeness and possible damage. It is best to note any defects in writing to the delivery provider straight away. As a next step please inform our team of the damage by email or call 03 33 33 67058 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 affect your 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 email or call 03 33 33 67058.

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