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 product 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!"
We grant you a voluntary return period of 100 days after receipt of the goods. Within the 100 days, you can inspect your item thoroughly and return it if you wish to do so. 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).
Once your parcel arrives in Bury St. Edmunds, it clears customs and it will then be forwarded to our warehouse in Ergenzingen, Germany. Keep in mind that it can take up to 21 days for returns to be delivered to our distribution centre in Germany.
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 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
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||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:
(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 Bury St. Edmunds, it will be scanned and cleared for customs. Normally, a refund is issued at this point and you will receive a confirmation from us.
Unfortunately, some products need to be manually processed at our warehouse in Germany. As soon as your parcel has cleared customs, it will be forwarded to our distribution centre in Ergenzingen, 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.
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 an exchange of goods. If you want a particular item in a different colour or size, simply return the unwanted item and order a new one. This way you will receive your replacement item a lot quicker!
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.
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.