We have put together all the important information about returns on this page. To fast track to the relevant info please select from:
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).
Free shipping when using the Royal Mail return label for standard packaging*
*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
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.
|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:
(Please do not send the goods via a payment on delivery service as we will deduct any cost from your refund.
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.|
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 process all warranty claims as quickly and efficiently as possible. We have put together all the information about the process on our warranty page.
You will of course immediately get a full refund of any goods damaged during shipping. 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 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.