4.59 of 5 starsReturns
On this page we have summarised everything you need to know about returns. Please select your issue:
- Returns – You would like to return items to us, because they don't fit or you don't like them?
- Complaints – A defect has occurred in a product you ordered during the statutory warranty period?
- Order a new item instead of replacing it
Your statutory right of withdrawal remains unaffected by the following provisions on the 100-day right of return. You can find more information on this here: Right of withdrawal .
Returns
Something doesn't fit or you don't like it? Even though we are constantly improving our product descriptions, images and size advice, it sometimes happens that a climbing shoe doesn't fit, a hardshell jacket feels different than expected or a backpack model isn't quite right for your back.
In these cases, our answer is: No problem. Send it back to us!
You can easily return the items within our voluntary return period of 100 days. However, in order to process your return smoothly and ensure that the goods are suitable for resale, the following conditions must be met (all further information on our voluntary 100-day return policy can be found in our terms and conditions):
- the goods are in their original condition, complete and without signs of use
- the goods are not damaged
- the goods are not dirty
- the goods must be returned in proper packaging, including all labels and transport protection materials
- to save resources, you should ideally return the goods to us in the same box in which you received them
So please treat the goods with care. Only then can we restock the products and offer them for sale again. By doing so, you help to waste fewer resources and minimise waste.
Have you bought a product from us and a defect has developed? No problem, take a look at what to do in the event of a complaint.
Once your parcel arrives in Aylesbury, it clears customs and it will then be forwarded to our warehouse in Giessen, Germany. Keep in mind that it can take up to 21 days for returns to be delivered to our distribution centre in Germany.
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United Kingdom |
You can use our Royal Mail return label for standard packaging* |
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*Please note that additional costs may apply for oversized parcels (box/bag larger than 61 cm (L) x 46 cm (W) x 46 cm (D) or a tube, where length plus twice the diameter exceeds 104 cm or with the greatest dimension is more than 90 cm) and/or overweight packages (over 20 kg) which must be paid by the return sender.
The 4 steps of a return
| 1. Fill out the form | Fill out the return form that is included with every order. It will allow us to process your returns as quickly as possible. If your return form is not in the box, it will take us longer to process your return. | |
| 2. Pack the goods | Make sure to return everything unused, as new with original labels/tags and with the original packaging. | |
| 3. Send the goods |
You can download & print an Alpinetrek return label. With this, you can drop off your parcel at any Royal Mail Post Office. This return label is free of charge; however, we will deduct a processing fee of £3.99 from your refund. (Unfortunately, we cannot offer this service for the Channel Islands and Isle of Man).
When using the Royal Mail return service, additional return costs may apply for oversized and/or overweight packages. Such additional costs must be paid for by 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 (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) | |
| 4. You'll get your money back | Once your parcel arrives at our local hub in Aylesbury, it will be scanned and cleared for customs. As soon as your parcel has cleared customs, it will be forwarded to our distribution centre in Giessen, Germany where we will check and process your return. Please note that it can take up to 21 days for returns to be delivered and processed at our distribution centre. Our logistics department is closed on weekends so any returns arriving on the weekend will be processed in the following week. We will send you a confirmation of receipt once the return has been processed and refunded. Please be aware that the return processing fee of £3.99 will be automatically deducted from the refund amount. | |
Complaints
If you have a warranty claim, we are always here to help! We have summarised everything you need to know about the process on our complaints page.
Order a new item instead of exchange
To ensure that our stock is as full and up to date as possible, we are unfortunately no longer able to offer exchanges. If you would like to order an item in a different colour or size, please return the unwanted item to us as normal and place a new order. The new item will reach you much faster!
Any further questions?
Do you have any further questions or need help? We look forward to answering them and will be happy to help you via our contact form or by calling 03 33 33 67058.