Refund policy
Welcome to our Return and Refund Policy! We know that sometimes things don’t work out as planned, so we’ve outlined everything you need to know about returns and refunds right here. Please take a moment to read through our policy carefully. It’s important to understand these terms before making a purchase, as not knowing them won’t be an excuse for any misunderstandings later on. By proceeding with your purchase, you confirm that you have read, understood, and agree to the terms outlined in our return policy.
At Alpine Nation, we are wholly committed to ensuring your complete satisfaction with every purchase. If for any reason you are not entirely pleased with the items you have bought, you have a 30-day window from the date of receipt to return them.
Our goal is for every customer to be 100% satisfied with their experience and products, and we stand ready to assist you in making the return process as smooth and convenient as possible.
Refund Criteria
For your purchase to be eligible for a refund, each item must strictly adhere to our return policy criteria. The item must be in its pristine, original state - this means it has not been worn, washed, or subjected to any form of damage. It must remain unused, with all the original tags intact, and must be returned in the original packaging provided at the time of purchase.
Our commitment to these standards ensures that all our customers receive products of the highest quality.
How to return your order:
1. Start your return or exchange online
To begin the process, visit our Returns & Exchange Portal. There, you’ll be guided step by step to:
- Choose the item(s) you want to return or exchange
- Select your preferred return method
- Pick a replacement product (if applicable)
- Provide any necessary information
You’ll also receive clear instructions on how to send the product back and will get status updates via email. Make sure to check your inbox and spam folder if you don’t receive anything.
Note: Completing this step is required so we can process your return quickly and correctly.
2. Pack the items
Carefully pack the items you’re returning. You can reuse the original packaging, but please remove or cover the original shipping label.
If you’re using your own courier, we highly recommend obtaining a tracking number—this is the only way to confirm your return was sent and to help us locate it if needed.
3. Return address
Please return your parcel to:
Alpine Nation d.o.o. – Returns
Kajakaška cesta 40b
1211 Ljubljana-Šmartno
Slovenia
If you cannot complete the online form, please include the following information inside your package:
- Your order number
- Which item(s) you are returning or exchanging
- Which item(s) you would like instead (if applicable)
- If you paid by bank deposit and are requesting a refund, your IBAN and account holder name
Important: We reserve the right to refuse Cash on Delivery (COD) shipments or any returns that do not comply with our Return Policy.
EU Customers
We offer free returns via GLS, but this service is currently available only to customers in the following countries: Austria, Belgium, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Netherlands, Poland, Portugal, Slovakia, Spain, and Sweden.
If you reside in one of these countries and need to return an item, you can do so at no additional cost. This way, you can place your order without worrying about the cost of returning it. You will receive clear instructions on how to generate your free GLS return label during the return process in our Returns & Exchange Portal.
For customers from other EU countries, we’re currently unable to offer free returns. However, you can take advantage of our prepaid return label via DHL Express for a flat fee of 20 EUR. We’ll generate the return label for you and simply deduct the 20 EUR from your total refund amount.
Please note that for exchanges, you’ll just need to cover the return fee, and we’ll send out your replacement item(s) with no additional shipping charge, so you only have to cover half of the cost.
International customers (outside the EU)
International customers (outside the EU) can take advantage of our prepaid return label via DHL Express for a flat fee of 20 EUR. We’ll generate the return label for you and simply deduct the 20 EUR from your total refund amount.
You may choose to return items using your own courier at your own expense. However, if you’re shipping from a country that requires an import procedure, a fee of 15 EUR will be deducted from your refund to cover associated costs.
Unfortunately, we do not offer exchanges to customers outside the EU. However, you are welcome to return your item(s) and place a new order. Once we receive your returned package, we'll process the refund for your original purchase.
When will I receive the refund?
Refunds for returned products will be processed to your original payment method within 14 days of receiving your return. If you paid with a gift card, the refund will go back onto the gift card. For orders paid with both a gift card and a credit card or bank deposit, the refund will be split accordingly.
The refund will include the standard shipping fees you paid at the time of purchase. If you selected DHL Express delivery instead of the standard option, we will refund only the amount equivalent to the standard shipping fees. Thank you for your understanding!
Returning products that were bought as bundles
If you decide to return one of the items from a bundled offer, the remaining item will be charged at its full price, and you will receive a refund for the price difference. Similarly, if you choose to return the entire order when a free gift was included, the value of the gift will be deducted from your refund, and you will only receive the difference in the amount you paid unless you return the gift in an unused condition.
Exchanges
If you are exchanging a product, we cover the costs of sending you an alternate product once. Exchanging a product more than once is not possible. We will refund you and you will have to place a new order. If you've purchased your product using a discount code, or during a campaign, we don't offer the same discount if the discount code or campaign has expired.
Exchanges are not available for customers outside the EU. However, you can return your item and place a new order. Once we receive your returned package, we'll process the refund for your original purchase.
Warranty Claims
If you experience an issue with your product, you are entitled to submit a warranty claim within 2 years of receiving it. The process is quick and simple, just visit our Warranty portal, where you can submit your claim and track its status.
If you received incorrect or damaged items
Please send us an email to info@alpinenation.com and we'll do our best to assist you and make it right. Please contact us before using or washing any clothing you receive. This allows us to accept and properly handle any claims or concerns. We aim for happy customers and we'll do our best to accommodate your wishes!