Shipping & delivery time

Packages are shipped by our logistics department, from Monday to Friday. For a next-day delivery with DHL (only for products eligible to the “24 hours delivery”), orders must be placed before 11:00 AM. For the others orders, products are shipped between 24 and 48 working hours (unless indication on the product sheet or throughout the order validation). 

Rates below include : transport cost, packing, handling.  Every shipping are done with a tracking number and usually a signature at the receipt. Shipping costs depend on the package’s weight and the chosen carrier. The shipping costs are given in Euro all taxes included.

Delivery times are specified with your order. In case of urgency, pay attention to well take into account the maximum delivery date.

 1- Free delivery :

  • In France : Free delivery from 90 € in shops with Mondial Relay and 150 € with Relais Colissimo & TNT relais and from 450 € for skis and snowboards
  • In Belgium and Luxembourg :         Free delivery from 90 € orders with Mondial Relay.
  • In Spain :                                                Free delivery from 90 €  orders  with Mondial Relay.
  • In Germany :                                          Free delivery from 90 € with DHL and 500 € for ski & snowboard
  • In Netherland and Austria :             Free delivery from 150 € with  DHL.

  • In Spain, United-Kingdom, Italy :  Free delivery from 200 Euros with DHL.

Note :

Delivery times could be extended in comparison with the specified delivery times in the following cases : non-working days, exceptional outage of the carriers, customs formalities, potential delays due to the customs formalities.

In order to facilitate the delivery of your package, we advise you to verify the accuracy of your delivery address. Do not hesitate to precise in the “Address 2” field, any information that you judge essential to the proper delivery (digital door code, door number, name of the person who will receive the package, ...).


2- Specific deliveries :

  • Large and cumbersome packages :

If the package is too large or too heavy, and it can not be delivered to you, with the mode of transport and the carrier you chose. We will adapt the carrier according to the package and the delivery requirements. The triggered extra cost will be taken over by AlpinStore, for the deliveries in metropolitan France.

Packages, of which one of the dimensions is over than 1 meter, can not be delivered in some relays (pick-up and go stores). Thus, we will choose another one or deliver you at home.

  • Dangerous products :

Some products considered as dangerous could be delivered via another carrier, in order to respect the legislation concerning those products. It can happen for Express deliveries when packages are shipped by plane.

  • Distant destination :

Some distant destinations or hard to access can be non-eligible to the delivery with the chosen carrier. In this case, we will be obligated to change the carrier, for an equivalent service if it exists with another carrier. Otherwise, we will inform you in order to agree on the best carrier, with you.


 3- Returns and Exchanges :

You have the right to retract you of the present contract without giving any reason in a period of 60 days. The withdrawal period expires 60 days after the day when yourself, or a third party other than the carrier and indicated by you, takes physically possession of the good.

To exercise the Right of withdrawal, you must notify us your decision of retractation of the present contract by means of a declaration void of any ambiguity. For example, a letter or sent by postal service to AlpinStore, Service Retour, ZAC de Bromines 180 Route des Prés Rollier 74330 Sillingy, France. Or yu can send an e-mail via our contact form.

You can use the withdrawal form template, but it is not mandatory. In order that the withdrawal period be respected, you just have to pass your communication relating to the exercise of the Right of withdrawal, before the expiration of the withdrawal period.

You will have to return or send back the good to :


Service Retour (order number),

180 route des Prés Rollier,

74330 Silingy,



Without excessive delay and, at all events, at the latest fourteen days after you sent us your decision of withdrawal of the present contract. This period shall be considered to be complied with, if you send back the good before the expiration of the fourteen days period. You will have to take over the shipping costs for the return of the good.

Please note that you have the possibility to ask us for an exchange or a credit memo instead of a reimbursement of the purchase. We will send you, for this purpose, a return voucher, following your demand of exchange or credit memo. Conditions in the next chapter below “Return operation and free exchange”. 

We will proceed to the reimbursement using the same method of payment you used for the original transaction, except if you agree expressly of a different method ; at all events, this reimbursement will not cause you additional costs.

We can withhold the reimbursement until we get back the good or until you provide a proof of shipping of the good. The date used will be the first of these facts.

Your responsibility is engaged only towards the depreciation of the good resulting from manipulation others than the necessary ones to establish the nature, the characteristics and the proper functioning of this good.


A - Condition of the returned products :

Products must be returned in perfect condition, for reselling in like-new condition, in their original packaging. Every product that may have, furthermore, traces of use or slightest bumps, will not be neither taken up nor exchanged.


B - Exception to the Right of withdrawal :

The following products will not be either taken up nor exchanged :

     Supply of goods contracts, which have been unsealed by the customer, after receipt and that cannot be returned.

     Food products, solar products, cleaning products, for reasons of hygiene and health protection.

    The Personal Protective Equipment, as protection helmets (ski, rock climbing, …) rock climbing equipment (hooks, ropes, harnesses, lanyards, descenders, blockers, pulleys, straps, belts, ice screws, …), and so on.

     Personalized products or specifically made for the customer : drilled and assembled skis, tailored climbing skins for ski touring, thermoformed shoes, ...


4- Free returns and Exchanges :

In order to facilitate your choice concerning a type or a size, we propose you the free returns and exchanges in metropolitan France, Luxembourg, Belgium, Spain, Germany.

For every return and/or exchange, a demand must be sent neither by e-mail, nor by the appropriate form in your purchase history.

Once the return/exchange is accepted, we will send you a return voucher to stick on the package. You will just have to drop it in a Mondial Relay.


A - Terms of free returns :

●     The longest side of the product packaging must not exceed 1,20 meters.

●     The package must be delivered to a Mondial Relay relay.

●     The request must be made no later than 14 days after receipt of the order.

●     Free return vouchers are limited to one return per order.


B - In case of exchange :

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

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

If there is a price difference with the initial order, either you will be refunded the difference if the price is lower, or we will ask you for a supplement if the price is higher.

C - In case of a reimbursement :

You will be reimbursed via the payment method used throughout the order, fourteen days after receipt of the return, at the latest .

You have also the possibility to ask for a gift card, valid during a year for future orders.


5- Paying Return and Exchange service :

If you are not part of the eligible countries to the Free Returns ( see point 4), you have the possibility to send us the product by your own means, in this case, costs of return will be to your charge as well.

In order to facilitate your choice concerning a model or size, we offer to pay part of the cost of returning the products ordered for an exchange or a return for reimbursement if you have been delivered in Europe and your country is not eligible for 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 has been accepted, we will send you a return form to be stuck on the parcel. You will then only have to deposit the parcel in the relay of DPD - CHRONOPOST.

Return postage payable:

- Parcel between 0 Kg and 10 kg : 12 € TTC

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

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

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


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