Shipping & Returns

At Alpine Trek Sale Store, we know that getting the right gear to you quickly and reliably is as important as the gear itself. Just as we meticulously select every Scarpa and La Sportiva shoe, chalk bag, and brush, we’ve crafted our shipping and returns policies with the same clarity and commitment to your satisfaction. Whether you’re gearing up for a local bouldering session or an overseas climbing trip, we’re here to support your journey.

Order Processing

Once your order is placed, our small, dedicated team at our Bath HQ springs into action. All orders are processed within 1-2 business days (excluding weekends and UK public holidays). You will receive a confirmation email with your order details and a tracking number once your gear is dispatched.

Shipping Methods & Delivery Times

We ship worldwide (excluding Asia and certain remote regions) using trusted carriers to ensure your performance gear arrives safely.

Shipping Method	Cost	Carrier	Estimated Delivery Time (After Dispatch)	Best For
Standard Shipping	£12.95	DHL or FedEx	10-15 business days	Faster, tracked delivery worldwide.
Free Shipping	FREE on orders over £50	EMS	15-25 business days	Cost-effective delivery for larger orders.

Please note: Delivery times are estimates and may vary due to customs processing, which is outside our control. Any applicable import duties or taxes are the responsibility of the customer.

We stand behind the performance of every item we ship. However, we understand that sometimes a product might not be the perfect fit for your vertical journey. Our returns process is designed to be as straightforward and secure as your best-placed cam.

Policy at a Glance

• Return Window: 15 days from the date you receive your order.
• Condition: Items must be unworn, unwashed, in their original packaging, with all tags and labels attached.
• Process: Initiate a return via email, ship the item back, and receive your refund or exchange once inspected.
• Refund Method: Refunds are issued to the original payment method (Visa, MasterCard, JCB, or PayPal).
• Shipping Costs: Original shipping fees are non-refundable. Return shipping is the customer’s responsibility unless the item is faulty or incorrect.

The Step-by-Step Return & Exchange Process

1. Initiate Your Request: Within 15 days of delivery, email our team at [email protected] with your return or exchange request. Please use the template below to ensure we have all necessary information.
2. Await Authorization & Instructions: Our climber-focused support team will respond within 48 hours (excluding weekends) with a Return Merchandise Authorization (RMA) number and detailed instructions for shipping the item back to our Bath facility.
3. Package & Ship Your Return: Securely package the item in its original box and packaging. Include the RMA number clearly on the outside. Ship to the address provided. We strongly recommend using a tracked service (like DHL, FedEx, or EMS) for your protection.
4. Inspection & Processing: Once received, our team will inspect the item to ensure it meets our return conditions. This process typically takes 3-5 business days.
5. Completion:
   • For Refunds: Upon approval, your refund will be processed immediately (see timeline below).
   • For Exchanges: We will ship the replacement item (subject to availability) via your chosen shipping method. If the desired item is out of stock, we will issue a refund or discuss alternatives.

Refund Timeline & Method

We process refunds with the same efficiency we apply to shipping your gear.

• Our Processing Time: Once your return is approved, we initiate the refund within 24 hours.
• Bank/Card Provider Timeline: The time for the refund to appear in your account depends on your financial institution:
  • PayPal: 1-3 business days.
  • Credit/Debit Cards (Visa, MasterCard, JCB): 5-10 business days.
• Method: All refunds are issued to the original payment method used for the purchase. We cannot refund to a different card or account.
• Currency: As all transactions are processed in British Pounds (£), the refunded amount will be in GBP. Any currency conversion differences are handled by your card provider or PayPal.

Please Note: Original shipping fees are non-refundable. For exchanges, we cover the standard shipping cost to send the replacement.

Faulty or Incorrect Items

In the rare event you receive a defective item or an incorrect product, please contact us immediately. We will cover all return shipping costs and expedite a replacement or full refund, including original shipping fees. Your trust is our foundation.