Returns at a glance
The short version, so you know exactly where you stand before you read the detail below.
- Returns: we accept returns for both defective and non-defective products. You do not need a reason.
- Exchanges: we do not offer exchanges. If you need a different size or colour, return the item for a refund and place a new order. That is faster than an exchange and it does not wait on stock.
- Product condition: only new products. Unopened, in the original packaging, never used, with the tags still attached.
- Return window: 30 days from the day your order is delivered.
- Return method: by mail.
- Return label: we email you a prepaid return label to download and print. Returns are free, both ways.
- Restocking fee: none. We never charge one.
- Refund processing time: within 5 business days of your return reaching us and passing inspection.
- Currency: refunds are issued in US dollars (USD).
Free returns within 30 days
We build our clothes to be kept. If something is not right for you, sending it back is simple and free.
The return window
You may return eligible items within 30 days of the delivery date. We count from when your order actually arrives according to the tracking, so you get the full 30 days.
Condition of returned items
To be eligible for a refund, items should come back unworn, unwashed and undamaged, with the original tags attached and in their original packaging where possible. We cannot accept items showing wear, washing, alteration, smoke or pet hair, because we cannot resell them.
For hygiene reasons, items that arrive sealed, such as socks, underwear or other intimate items, cannot be returned once that seal is broken, unless they arrive faulty. This is noted on the product page where it applies.
Made to order and personalized items
We do not make anything to order and we do not personalize anything, so the usual exemption for custom made goods does not apply to our range. Choosing a standard size or a standard color is not personalization and it never costs you your right to return.
How to start a return
Email support@alpenwool.com with your order number, the item you would like to return, and a short note on why. We reply with a prepaid return label and simple instructions. Please wait for our email before sending anything back, so your return goes to the right place and is credited to the right order.
Your refund
Once your return reaches us and passes a quick inspection, we refund your original payment method within 5 business days and email you when it is on its way. Depending on your bank it can take a few more days to appear. Shipping was free and return shipping is on us, so nothing is deducted.
Exchanges
We do not offer exchanges. The fastest way to get a different size or style is to return the item you have and place a new order for the one you want. That way you are not waiting on stock. If you would like help with sizing before you decide, just ask. We are happy to talk it through.
Faulty or incorrect items
We check orders carefully, but if something arrives faulty, damaged or not what you ordered, email support@alpenwool.com within 30 days of delivery with your order number and a photograph if you can. We will arrange a replacement or a full refund, shipping included, at no cost to you. This does not affect your rights under applicable consumer law, which may give you longer.
Sale items
Unless a product page says otherwise, sale items follow this same policy and may be returned within 30 days.
How your return is sent back
Please do not ship returns to us on your own. Start your return by email and we send you a prepaid label with the correct address, so your parcel is tracked and credited to the right order.
Still waiting for your order
If your parcel has not arrived yet, our Track Your Order page and our Shipping Policy explain the delivery windows and what we do when a parcel goes astray.
Need help
Email support@alpenwool.com or call +1 406 540 6357, Monday to Friday, 9:00 AM to 9:00 PM MT. Saturday and Sunday we are closed. We aim to reply within one business day.
Store name: Alpenwool
Company name: Ds Digital Commerce
Company nr: 92701272
Email: support@alpenwool.com
Phone: +1 406 540 6357
Company Address: Zwaluwlaan 39, Ede, 6713 BS, Gelderland, Netherlands
Warehouse Address: 372 Antelope Trail, Whitefish, MT 59937, USA
Customer Service Hours: Monday to Friday, 9:00 AM to 9:00 PM MT
Saturday and Sunday: Closed