Shipping and delivery times

Packages are shipped by our logistics department from Monday to Friday depending on the mode of transport chosen at the time of your order.

The prices below include the cost of transport, packaging and handling. All shipments are tracked and generally require a signature upon receipt. Shipping charges are based on the weight of the package and the carrier selected. All shipping costs are displayed in Euros and include VAT.

The delivery times are indicated at the time of your order. In case of emergency, please take into account the maximum delivery date.

1- Free delivery :

• FRANCE : Free delivery from 119 € with Mondial Relay or DPD
• GERMANY : Free delivery from 119 € with DHL
• BELGIUM, LUXEMBOURG, SPAIN : Free delivery from 149 € with Mondial Relay except for skis, snowboards and bulky products
• NETHERLANDS, AUSTRIA : Free delivery from 149 € with DHL except for skis, snowboards and bulky products
• ITALY : Free delivery from 149 € with DPD except for skis, snowboards and bulky products

Remarks :

The delivery times can be lengthened compared to the times indicated in the following cases: public holidays, exceptional stop of the carriers, customs formalities, the possible delays following the customs formalities.

In order to facilitate the delivery of your package, we advise you to check the accuracy of your delivery address. Do not hesitate to specify in the field Address 2, any information that you consider necessary for the good delivery (door code, name of the person receiving the parcel, ...). In the same way, to be delivered more quickly, do not hesitate to be delivered on your place of work. In this case, please specify the name of the company and the name of the person receiving the package.

In case of missing or damaged package impacting the product it is necessary to issue a reserve at the time of delivery when signing the customer. We ask you to check that the package is in conformity. It is also recalled that the transfer of risk of loss or damage to the customer is made upon receipt by the customer of the order.

2- Specific deliveries :

• Packages bulky, bulky items

In cases where the package is too large or too heavy, and cannot be delivered with the mode of transport and the carrier you have chosen, we will adapt the choice of carrier according to the package and the delivery requirements. The additional cost will be at our charge for deliveries in metropolitan France.

The parcels which one of the dimensions is higher than 1 meter cannot be delivered in certain relay. In this case, we can either choose another relay, or make you deliver to your home.

• Products dangerous :

Some products considered as dangerous can lead us to make you deliver by another carrier, in order to respect the legislation concerning these products. This can happen for Express deliveries when packages are transported by air.

• Destinations far away :

Some remote or difficult to reach destinations may not be eligible for delivery with the carrier you choose when you place your order. In this case we will have to change the carrier, for an equivalent service if it exists with another carrier. If not, we will inform you in order to agree with you on the best carrier.

3- Return and exchange :

You have the right to withdraw from this contract without giving any reason within 30 days. The withdrawal period expires 30 days after the day you, or a third party other than the carrier and designated by you, takes physical possession of the last good.

To exercise the right of withdrawal, you must notify us of your decision to withdraw from this contract by means of an unambiguous statement by email (contact link on our site) or by mail to the following address

AlpinStoreAlpinStore, Service Retour, ZAC de Bromines 180 Route des Prés Rollier 74330 Sillingy

You can use the model of withdrawal form but it is not compulsory. In order for the withdrawal period to be respected, it is sufficient that you send your communication relating to the exercise of the right of withdrawal before the expiration of the withdrawal period.

• Modalities and return:

Following your request for return, we will send you a return label for shipment in France, Germany, Belgium, Spain and Luxembourg.

You will have to send back or return the good complete and in perfect state, without excessive delay and by specifying the n° of order to the following address

AlpinStore, Service Retour, ZAC de Bromines 180 Route des Prés Rollier 74330 Sillingy

Within the framework of our program "committed to true nature" aimed at safeguarding our playground, we wanted to make our community more responsible by asking for the return of goods in order to limit the impact on the environment of unnecessary logistics:

- FRANCE & GERMANY: Participation of 6 € TTC for orders under 119 € excluding product exchanges and free beyond with the transport voucher transmitted excluding bulky parcels

- SPAIN, BELGIUM, LUXEMBOURG: participation 6 € TTC with the transport voucher transmitted excluding product exchanges excluding bulky parcels.

- OTHER COUNTRIES: Return at the expense of the customer in full

• Modalities and reimbursement :

In case of retraction, AlpinStore will reimburse the totality of the returned products without excessive delay and, in any case, no later than seven (7) days from the day when AlpinStore has received the return of your product.

We will proceed with the refund using a voucher valid for 12 months for returns under 150 € and via the same payment method you used for the initial transaction for refunds over 150 €.

AlpinStore reserves the right to defer the refund until it has received the Products or until you have provided proof of shipment of the Products, whichever comes first.

You will be responsible for any depreciation of the Products and their original packaging resulting from any handling of the Products that exceeds what is necessary to establish the nature, characteristics, proper functioning and marketability of the returned Product. In such a case, AlpinStore will inform you as soon as possible of the possible refusal of your refund and will return the damaged product.

• Exception to the right of withdrawal:

The exercise of the right of withdrawal is excluded in the following cases:

1. contracts for the supply of goods which have been unsealed by the consumer after delivery and which cannot be returned for reasons of hygiene or health protection (protective helmet, strap, rope, climbing equipment...),
2. lProducts that are likely to deteriorate or expire quickly
3. products that are personalized or made specifically for the customer: drilled and mounted skis, sealskins cut to size, ropes cut to size, thermoformed shoes, etc.

4- Return and exchange process :

In order to facilitate your choice concerning a model or a size, we propose you the returns and exchanges for Metropolitan France, Luxembourg, Belgium,Spain andGermany by using exclusively the mode of carriers selected by our care.

For any return and/or exchange a request must be made either by mail via the contact form using the access request for return, or by phone or chat.

Once the return/exchange is accepted, we will send you a return form to stick on the package.

A - Case of an exchange :

If you wish to exchange, thank you to specify the reference you want in exchange (specify the model, size and color you want). A new order will be generated.

The reference price for the item you wish to exchange with will be the price applied at the time of the exchange request.

If there is a difference in price with the original order, you will either be refunded the difference if the price is lower, or we will ask you to pay a supplement if the price is higher.

B - Case of a refund :

You will be reimbursed via the sending of a voucher valid for 12 months for orders < 150 € or via the method of payment used for orders > 150 € within 7 days at the latest following receipt of the return.

5- How does the return and exchange process work?

If you are not part of the countries eligible for free returns (see point 3), you can send us the product by your own means, in this case, the return costs will also be at your expense.

Nevertheless, in order to facilitate your choice concerning a model or a size, we propose you to take in charge a part of the cost of return of the ordered products to carry out an exchange or a return if you were delivered in Europe and that your country is not eligible for the free returns.

For any return and/or exchange a request must be made either by email via the contact form using the return request access, or by phone or chat.

Once the return/exchange is accepted and the shipping cost is paid, we will send you a return slip to stick on the package. You will then only have to deposit the parcel in the relay of DPD - CHRONOPOST.

Return fee :

- Packages between 0 kg and 10 kg : 12 € TTC

- Packages between 10 kg and 20 kg : 20 € TTC

- Packages between 20 kg and 30 kg : 30 € TTC

Please find attached the link of the dpd - chronopost Europe relays to find the address of the nearest depot