Frequently Asked Questions (FAQ)

1. Where do you ship from?

We ship our products directly from our international fulfilment centres, depending on stock availability and destination.
All orders to Ireland, the United Kingdom, and the European Union are processed within 1–3 business days after payment confirmation.

2. How long will my order take to arrive?

Delivery times vary by region:

  • Ireland & EU countries: 7–15 business days

  • United Kingdom: 8–18 business days

Please note that customs inspections, postal delays, or holidays may occasionally extend these timeframes.

3. How can I track my order?

Once your order has been dispatched, you will receive a shipping confirmation email containing a tracking link.
You can monitor your parcel’s journey from that email or by logging into your customer account on our website.

4. Do you charge customs duties or import taxes?

For orders shipped to Ireland, the EU, or the UK, customs or VAT charges may apply depending on local regulations.
These fees, if applicable, are the customer’s responsibility and are not included in the product price.
Most customers do not incur additional charges, but it depends on your local customs policies.

5. What if I entered the wrong shipping address?

If you made a mistake in your shipping details, please contact us immediately at support@alpinewearshop.com.
If your order has not yet been processed, we’ll update it for you.
Once the parcel has shipped, we unfortunately cannot change the address.

6. My tracking shows “Delivered”, but I haven’t received my parcel.

Sometimes carriers mark packages as delivered before they arrive.
Please:

  1. Check with neighbours or reception areas.

  2. Wait 24–48 hours after the status update.

  3. Contact us if the package still hasn’t arrived — we’ll help investigate with the carrier.

7. What is your return policy?

We accept returns within 14 days from the date of delivery, in line with EU and UK consumer laws.
Returned items must be unused, unwashed, and in their original packaging.
If you wish to return an item, contact our support team first for return instructions.

8. What if my item is faulty or damaged?

If you receive a defective or damaged product, email us within 7 days of delivery with photos or videos showing the issue.
We will offer a replacement or full refund at no additional cost to you.

9. Can I exchange my product for another size or colour?

Yes, exchanges are possible within 14 days of receiving your order, subject to stock availability.
Please contact us before returning the item to ensure the desired variant is available.

10. How do I cancel my order?

Orders can be cancelled within 12 hours of purchase if they haven’t been processed yet.
Once the order has been shipped, cancellations are no longer possible.
If you no longer want the product, you can return it once delivered according to our Return Policy.

11. Which payment methods do you accept?

We accept all major payment options, including:

  • Visa, Mastercard, American Express

  • PayPal, Apple Pay, Google Pay

  • Klarna (where available)

  • SEPA and bank transfer (for EU customers)

All payments are securely processed in your local currency.

12. Is my payment information safe?

Yes. Alpine Wear uses encrypted payment gateways that comply with PCI-DSS security standards.
We never store or access your full payment card details.

13. Can I change or add items after placing my order?

Unfortunately, once an order is placed, we cannot modify or add items.
If you wish to add products, please place a new order.

14. What should I do if I haven’t received my order confirmation email?

Please check your spam or junk folder first.
If you still can’t find it, contact us at support@alpinewearshop.com, and we’ll resend the confirmation.

15. What is your warranty policy?

All products are covered by a 2-year legal guarantee against manufacturing defects for customers in the EU and UK, as required by consumer protection laws.

16. Do you offer discounts or promotions?

Yes, we regularly offer seasonal discounts and exclusive promotions.
To stay updated, subscribe to our newsletter at the bottom of our homepage or follow our social media channels.

17. How can I contact customer support?

Our support team is available Monday to Sunday, from 9:00 AM to 9:00 PM (GMT).
Email us at support@alpinewearshop.com — we usually respond within 24 hours.