If you are dissatisfied with your order for any reason, please contact admin@alpineclub.org, quoting the order number from your order confirmation email.
Our policies relating to different order issues are outlined below.
Damaged or Incorrect Orders
If your order has arrived damaged or you have received the wrong item(s), we will be happy to arrange a return and refund/exchange.
If you wish to arrange a refund or exchange, you must make contact with us at the above email address within 30 days of the order being posted to you. (You will receive an email confirming postage that serves as a timestamp for this). If you first make contact with us to raise an issue after the 30 days have elapsed, we are unable to guarantee a refund or exchange for your item.
In cases where you need to return the purchased item to us, you will have to pay for return postage. Our staff will provide you with a postal address for the return.
We are unable to offer a store credit, only a refund of the cost of the item(s) or a like-for-like exchange from available stock.
All refunds are made to the original method of payment.
Missing Orders
If your order fails to arrive within two weeks of the posting date, (you will receive an email confirming postage that serves as a timestamp for this), please get in touch to let us know and we will do our best to resolve this issue.
If we are unable to locate the order with our courier, a replacement order will be sent to you free of charge.
If we do not have the available stock to provide you with a replacement order, we will refund the cost of your order.
You must report a missing order to us at the above email address within 30 days of the order being posted to you. (You will receive an email confirming postage that serves as a timestamp for this). If you first make contact with us to report a missing order after the 30 days have elapsed, we are unable to guarantee a refund or replacement for your order.
We are unable to offer a store credit, only a refund of the cost of the item(s) or a like-for-like exchange from available stock.
All refunds are made to the original method of payment.
Order Does Not Meet Your Expectations
If your order does not meet your expectations in terms of sizing, appearance or functionality, we will be happy to arrange a refund or exchange for you.
If you wish to arrange a refund or exchange, you must make contact with us at the above email address within 30 days of the order being posted to you. (You will receive an email confirming postage that serves as a timestamp for this). If you first make contact with us to raise an issue after the 30 days have elapsed, we are unable to guarantee a refund or exchange for your item(s).
In cases where you need to return the purchased item to us, you will have to pay for return postage. Our staff will provide you with a postal address for the return.
We are unable to offer a store credit, only a refund of the cost of the item(s) or, where stock levels allow, an exchange for a new, comparable item e.g. an item of clothing in a different size.
All refunds are made to the original method of payment.