4.74 of 5 starsReturns
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.
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Free shipping with our return label |
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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 No costs are incurred at this point; however a returns processing fee may be deducted when we handle the return). (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. As we cover the shipping costs for your return, we will have to deduct a returns processing fee of £3.99 from your refund for order values below £75. Alternatively please put sufficient postage on the parcel and send it to: Alpinetrek (Please do not send the goods via a payment on delivery service as we will deduct any cost from your refund.) | |
| 4. You'll get your money back | We will check and process your return as soon as we receive it. It usually takes 10-14 days for returns to reach us. Please allow a few more days after receipt of a return for us to process it and issue your refund. 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.