Return Policy
RETURNS
Our policy for returning an item for an exchange lasts 14 days from receipt of your order. If 14 days have gone by since your purchase, unfortunately we cannot offer you a refund or exchange.
To be eligible for an exchange, your item must be unused and in the same condition that you received it. It must also be accompanied with a copy of the original receipt.
Non-returnable items:
- Gift certificates
There are certain situations where no exchanges are granted:
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item which was custom/special ordered or engraved
EXCHANGES
Should you have received the wrong size and need to exchange it for another size, send us an email explaining what needs to be exchanged and then post us your item, including the full explanation, to: 300 Meadow Lane, Oxford OX4 4BL, England GB. Include your contact information (email & phone number and return address) with the return. There is a £5 exchange fee to cover the return shipping for domestic returns. For International returns the exchange fee will vary depending on the country and international postage fees. Please either send a cheque or authorize us to charge this fee on the original card used to purchase the product. We do not issue call tags nor pay for the return shipping.
GIFTS
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you or you may ask that a different item or size be shipped to you equating to the value of the item returned. Shipping will be your responsibility along with the $10 exchange fee we charge for all exchanges.
REFUNDS
Due to the unique boutique items we carry, we encourage any purchase to be returned for an exchange or credit towards other Alpen Schatz products. Should an item be returned for a refund, please note that a 20% restocking fee will be deducted from the refund. To return, enclose a full explanation of why it is being returned along with your contact information. When it has been received and inspected, we will send an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund and the amount to be refunded less the restocking fee.
You will be responsible for paying for your own shipping costs for returning the item. Shipping costs are non-refundable.
If you are approved for a refund, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
There are certain situations where no refunds are granted:
- The item is not in its original condition, is damaged or missing parts for reasons not due to our error.
- The item that is returned is more than 30 days after delivery and will not be refunded, rather be credited towards another product from Alpen Schatz and treated as an exchange.
- Any item which was custom/special ordered or engraved
ADDITIONAL REFUND INFORMATION
If you haven’t received a refund after we have notified you we are processing the return and approved the refund, first re-check your bank account. (Refunds can take up to 10 days to appear on your account once refunded on our end.)
Next contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at boutique@alpenschatz.com.
SALE ITEMS
Only regular priced items may be refunded, unfortunately sale and clearance items cannot be returned or refunded.
SHIPPING - for European based returns only
To return your product, you should ship the item to:
ALPEN SCHATZ LTD, 300 Meadow Lane, Oxford OX4 4BL UK
INSURANCE
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.