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 30 days to check out the item thoroughly. You can return any item within 30 days without a problem. Please note that we only take back unused items. Be careful not to remove attached labels or dirty the item. The goods must not show any signs of use (please see our info page regarding right of return).

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 Return Costs

United Kingdom

£3.99 if using our return label

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 must cover the cost of the return postage. You can download & print an Alpinetrek return label which is £3.99. This will be deducted from your refund. (Please note that we cannot offer this service for the Channel Islands and Isle of Man.)
You can drop off your parcel at any Post Office. Click here to generate a return label.

Alternatively please ensure sufficient postage on the package and send it to:
Bergfreunde GmbH, Peter-Schaufler-Straße 16, 72108 Rottenburg - Germany

(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 it arrives with us. We will send you confirmation of receipt once the return is processed. It will then typically take up to 7 working days until you get your refund. (Please note: In peak periods please allow up to 14 days)

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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