Orders & Payment
We like our coffee black, our donuts jammy and our shopping simple. Anything purchased online can be returned or exchanged through any of these channels and is backed up by our Alpine Bond.
Amanda - Customer Support Sales Hero
- Covid 19 Update
Our sales and support team are working from home and have access to phones and emails. There may be a delay in delivery, this is a constantly changing situation as we receive daily updates from our courier network.
- Can I have an update on my order status?
Most of the issues are caused by our notification emails going into your spam mail box. Make sure your email app is set up to recognise our emails as important to you - add us to your address book if you need to!
We generally send email notifications when you have placed an order, when we have despatched your order, when we have issued a refund or made an exchange, when a Pre-Order ETA has changed or if you have signed up for a Stock Alert.
If you still waiting for a response for us please do bug us through our support form.
- I haven't received a confirmation email
We're here to help.
- I can't track my order
Although your parcel is assigned a tracking code it may not be activated until it arrives at the couriers depot. If your tracking code still isn't working after 12 hours let us know and we will chase it up.
- How can I change my address?
We cannot amend your delivery address once your order has been placed. If you have used the incorrect address we will have to cancel your order and place a new one.
- Can I add something to my order?
The easiest way to add something to an order is to place a new order. Unfortunately we cannot guarantee that our warehouse will pair together your orders and send them together, so they may arrive in seperate parcels.
If you have a custom order, or you need to change some components on a bike get in touch with our support crew.
- How do I cancel my order?
Contact us as soon as possible! Our warehouse team is really quick at packing and despatching orders. If your order has already been despatched you can of course still return the items for a refund. If you have ordered a custom product and we have already started making it we will not be able to offer a refund.
- What is a Pre-Order?
Pre Orders give you an opportunity to reserve your item early. You don't need to keep checking the site or sit in limbo waiting only to find it has sold out before you had a chance to buy it. As soon as we have received the item we will send it out to you. Please make sure you have read and understood the following before making your purchase:
- Payment will be taken immediately and your item will be dispatched when stock arrives.
- Any other products ordered at the same time as a pre-ordered item will be held until the pre-ordered item comes into stock. If you would like your additional items to be dispatched immediately, please make a separate order.
- The ETA is an estimate of when the stock will be ready for despatch. This can change and we will email you if it does.
- Quantity Discounts
We aim to keep our prices awesome at all times for all our customers. However, if you are bulk ordering 10 or more of one product, then we can offer you our bulk discount, passing on what we save on postage, processing and despatch.
- 10% off 10+ of a product
- 15% off 15+ of a product
To place a bulk order get in touch with Amanda or Josh in our sales team.
- Ordering Custom UK Made Products
Just drop us a line with what you are after and we will hook you up. Whether it is a slightly modified version of one of our stock products or a bespoke design tailor made for you, Andrew our factory manager would love to hear from you.
- Branded Products
We are frequently asked if we can apply your branding to our base products. Common examples are MRT teams, outdoor education centres, climbing wall staff and outdoor groups. Depending on the product and the complexity of your design we can use screenprint, embroidery or heat press. Get in touch with Amanda and she will set you up with a quote.
- I have received a missing, damaged or unexpected item
Sorry about that, please get in touch so that we can get the matter resolved as quickly as possible.
- My country is not listed
We send our goodies to a lot of places but we don't send them everywhere. International deliveries are particularly challenging and we work closely with our delivery partners to increase availability but we don't add a country if we do not think we are able to service customers properly.
- I think my payment failed
If you did not see the order confirmation page or you did not receive an order confirmation email it is possible that your transaction has not been completed. Email confirmations usually come through within a few minutes of placing an order. Check you spam box or unfocussed mail tab - depends on your mail app. Sometimes searching from emails from alpkit.com will uncover it. If you are still in doubt please get in touch with the support team and we will check our system.
- When will your product be back in stock?
If we have a confirmed order placed we will add an ETA to the product page. You can sign up for a Stock Alert directly from the product page, as soon as the product is available for sale you will receive a notification.
- You have found a pricing error on our site or a description is wrong
If you believe we have an error or a gremlin on our site please do tell us so we can be the best we can. Don't worry about Mark, we will only put him in the stocks for a maximum of 2 hours.
- I need product advice
Great you have come to the right place. If you can't find what you need on our site it sounds like we need to have a chat. Our customer support team are available Monday to Friday, our stores are open 7 days a week and you will probably get a cup of coffee to boot.