Wie können wir dir Helfen

Do you have any questions?

The most frequent questions

If I don't like an item, can I return it?

Of course, you can return ordered - unused - items to us within 30 days free of charge and without giving any reasons.

The easiest way to return the goods is via the selected delivery service using the returns label.

You can print this out here: https://alpinloacker.shipping-portal.com/rp/ Please note that returns via external delivery service providers are subject to a charge. 

I have returned an item, when will I get my money back?

After receipt of the goods in our logistics centre, we will immediately refund the value of the goods. As confirmation of receipt of the return, we will send you an e-mail informing you of the amount to be refunded.

The refund is usually made to the payment method used for the order. Depending on the payment method, it may take 8 to 10 working days from receipt of our e-mail until the refund is credited to your account.

I have not received a discount code - how do I get the new customer discount?

As a rule, you will receive an e-mail to the address you have provided immediately after registration. Therefore, please make sure that you enter a correct e-mail address.

If you have not received an e-mail despite entering the correct e-mail address, please check your spam folder - the e-mail with the code is often hidden there.

Nothing in the spam folder either? Then you can send us a short e-mail via the contact form or via: support@alpinloacker.at and we will send you the discount code.

What about the welfare of the sheep? Where does merino wool come from?

The majority of our wool comes from farmers in Australia and New Zealand, and less frequently from Argentina and South Africa. We source this wool from a renowned German supplier: Südwolle. Südwolle is subject to the ZQ standards - a programme set up by the New Zealand Merino Company. ZQ aims to make people aware of how to incorporate their own standards and values into their purchasing decisions. Quality merino wool is always a smart and sustainable choice. The ZQ seal ensures that merino wool meets ZQ's five-figure values: animal welfare, environmental sustainability, social responsibility, verifiable sources and high-quality wool.

Order

How can I place an order?

You can collect your favourite items in the online shop by clicking on the button "add to backpack" in your electronic shopping cart. 

If you have any problems with your order, you can of course contact our customer service. 

Good to know: A binding order is only placed when you have

have entered all the data required for the execution of the contract, 

confirmed that you have read and understood our terms and conditions and 

have clicked the "Buy" button.

You can change your order and the data entered at any time until you click the "Buy" button. After completing your order, you will automatically receive a confirmation of receipt by e-mail. In this confirmation, the data of your order are listed once again.

The confirmation of receipt does not constitute a purchase contract. This merely documents that the order has been received by us. We reserve the right to accept an order; we are not obliged to conclude a contract on the basis of the order. We accept the order by sending the ordered items. You will receive notification of this in a separate e-mail. We do not accept orders from minors under the age of 18.

Is my personal data secure in the Alpin Loacker online shop?

Yes! We guarantee that your data is completely safe with us. Because with the most modern SSL encryption, we guarantee the best possible protection for your personal data. Good to know: Your delivery address will only be used for shipping purposes and not for credit checks or marketing purposes.

Is there a minimum order value?

No - however, if the order value is less than 40 euros, you will have to pay the shipping costs of 4.90 euros yourself.

An article is out of stock, what now?

Due to subsequent deliveries or returns, sold-out items may soon be available again. However, it is not possible to make reliable statements about this.

Our customer service will be happy to help you if you need more information. 

Are items in my backpack automatically reserved for me?

No, the items are not reserved for you until you complete the order. 

Where can I enter the voucher code?

The voucher code can be entered in the checkout process on the right-hand side.

What is the status of my order?

You will automatically receive a confirmation of receipt by e-mail after placing your order. Please note: you will also receive this confirmation of receipt if one of the items is currently not available. In addition, we will inform you by e-mail as soon as your goods have been handed over to the shipping partner and are on their way to you.

Payment

How can I pay?

Choose for yourself which payment method is the most convenient for you: Klarna Sofortüberweisung, Klarna on account, by credit card, by PayPal, Amazon Payments.

Which credit cards do we accept?

The Alpin Loacker online shop accepts Visa and MasterCard.

Delivery

Delivery time

Express shipping with tracking AT 1-2 days , DE 2-3 days , EU 2-4 days

AT - Free of charge from 35€ order value below 9€ handling fee

DE - Free of charge from 35€ order value below 9€ handling fee

Europe - Free of charge from 60€ order value below 9€ handling fee

Rest of the world - Free of charge from 150€ order value below 25€.

Orders until 12.00 will be shipped on the same day.

Service provider: GLS, UPS

Can I also have my order delivered to my workplace?

You are rarely at home during regular delivery times? We will gladly send your order to your workplace, a neighbour, friends or acquaintances. Just leave us your desired delivery address and we will send your package there.

Returns, refunds & complaints

If I don't like an item, can I return it?

Of course, you can return items to us within 30 days (for clothing only unworn). Free of charge and without giving reasons - this also applies to reduced goods. The easiest way to return an item is to print out our returns label at this link: https://www.gls-returns.eu/#/m/alpinloacker, attach it to the parcel and hand it in at the nearest GLS shop.

Please note that returns via external shipping service providers are subject to a fee.

I have returned an item, when will I get my money back?

As soon as we have received the goods in our logistics centre, we will immediately refund the amount. We will first inform you in a confirmation email about the number of returned items and the refund amount.

The money WILL then be refunded via the same payment method you used to make the purchase - so it may take another 8 to 10 business days from the time of our email for you to see the refunded amount in your account.

Within what period of time do I have to complain about faulty items?

If, in exceptional cases, an item does not meet our high quality standards, you can of course complain to us within the statutory warranty period (24 months) - this also applies to reduced items.

No costs will be incurred. Please contact our customer service. This will provide you with the necessary return documents. 

We would like to take this opportunity to apologise for any inconvenience caused!

Can I also complain about and/or return individual items of my order or reduced items?

Yes - of course you can.

What happens if the item I returned shows signs of use?

Please understand that we can only take back items with the original label and in unworn condition. Obvious residues such as make-up and lipstick stains or traces of odour make the item unsaleable for us. If this is the case, we will return the affected item to the customer and retain the purchase price as compensation.

Repair & Service

Can I have my Alpin Loacker hiking poles repaired by you?

Yes - We will be happy to re-tension the poles, change the tips or send you a replacement part within the warranty period.

Can I also have hiking poles from other brands repaired by you?

Unfortunately not! Our repair service is only for hiking poles of the brand Alpin Loacker.

My stainless steel product has rust spots. How can this be?

As the stainless steel used is rustproof, this is only superficial rust film. Flash rust can be transferred from other rusting sources (e.g. in the dishwasher). For example, this can be rusting screws from pots. The rust is then spread by the rinsing water in the machine and adheres to other stainless steel surfaces. Surface rust stains from rust film can easily be removed with lemon juice. Simply let the lemon juice soak in for a short time and then rub gently. Surface rust should be removed as soon as possible to avoid rusting through.

Can I have Alpine Loacker Merino clothing mended by you?

Backpack straps Friction and moths love natural fibres, so it can happen that one of our merino shirts or longsleves gets a hole, but no problem, because our seamstress is happy to mend your shirts and make your merino garment shine again. 

I have used the repair service, when will I get my item back?

Of course, it always depends on how many repair orders we have at the moment. Usually your item is back with you after 7-10 days!

How much does the Alpine Loacker repair service cost?

Good thing you asked! Our repair service is of course free of charge for all Alpin Loacker customers.

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