Retourzendingen

Sometimes a product just doesn't turn out the way you expected—the hiking boots aren't comfortable, the rain jacket feels different than you thought, or the tent doesn't quite meet your expectations.

No problem—you can, of course, send it back to us!

Returning an item is easy within the 14-day return period. To help us process your return quickly and prepare the items for resale, please note the following (see our Terms and Conditions for details):

• The item is in its original condition, complete, and shows no signs of use
  
• There is no damage
  
• The items are clean and free of stains
  
• Please return the item in appropriate packaging, including all labels and protective materials
  
• To save resources, please reuse the box in which you received the item whenever possible

So please take good care of the products—that way, we can restock them and make someone else’s outdoor adventure a happy one. At the same time, you’ll be helping to reduce waste and conserve resources.

If an item does happen to be defective, please contact us—we’ll take care of the return!

Here's how to request a return for your order:

1️⃣ Start a return

Click the icon in the top-right corner of the shop menu "Manage Order / Request a Return".

2️⃣ Confirm order

Enter your email address and click “Continue”.

You will then receive an email with a one-time verification code.

3️⃣ Confirm access

Open the email and enter the six-digit code in the store to access your order.

(No password or registration required.)

4️⃣ Select Return

Click on the corresponding order "Request a return".

5️⃣ Select item & size

– Select the items you want to return

– Please specify the reason for the return

– Optional: Add a brief note

6️⃣ Send a return

Click on "Request a return"to submit the return.

Once your return has been approved, you will receive an email with further shipping information and the return label.

Once we receive the returned item, we will refund the amount minus the cost of the return label.

To ensure full transparency, here are the current service fees for our optional label offering (as of March 2026):

(1) Germany: currently €4.90 (DHL return label provided by PeakStyle)

(2) Austria: currently €9.90 (DHL return label provided by PeakStyle)

(3) Belgium, France, Italy, Luxembourg, the Netherlands, Spain: currently €11.90 (DHL return label provided by PeakStyle)

(4) All other countries: Return shipping is at the customer’s expense

If you are returning an item at your own expense, please note that the package must be sent to the following address:

alps ecom, LLC
Kempten Location
24j Keselstraße
87435 Kempten
Germany

Please send all returns exclusively to our logistics center in Kempten to avoid delays in processing your refund.

As soon as we receive your return, we’ll make sure it can be put back into circulation. Your refund will be processed within 14 days at the latest, though it usually takes just 7–10 business days. During this time, we’ll inspect the items and prepare everything for your refund.

Please understand that our logistics department is closed on weekends. So if your package arrives on Friday evening, for example, we will begin processing it on Monday.

As soon as your return has been processed, we will send you a confirmation email. We will then immediately initiate a refund for the amount you have already paid. Depending on your payment method (e.g., credit card, PayPal, Klarna, etc.), it may take a few days for the funds to appear in your account or payment method—unfortunately, we have no control over this, as it depends on the payment provider.

The most important thing for you: You don't need to do anything else. We'll keep you updated and let you know as soon as your return has been successfully processed.