Frequently Asked Questions
About the products
How do I choose the right size and fit for clothing and gear?
Choosing the right size and fit for clothing and gear is crucial for comfort, performance, and satisfaction with your purchase. To ensure you select the right size and fit, we recommend the following steps:
1. Consult the Size Charts
Typically, the product page on our website features a size chart (found under the link “What’s my size”) that provides a guide to choosing the correct size. Remember, sizing can vary between different styles and types of clothing, so it's always a good idea to check the specific chart for each item you're interested in.
Additionally, on some product pages, we provide a fit guide that indicates whether the product runs true to size, small or large.
2. Understand the Fit Types
We offer products in various fits, such as slim, regular, and relaxed. Each fit is designed to meet different needs and preferences:
Slim Fit: Closely follows the body's shape for a sleek, streamlined look. Ideal for layering under other pieces.
Regular Fit: Offers a balance of comfort and style with a design that's not too tight and not too loose.
Relaxed Fit: Provides maximum comfort and roominess.
3. Read Customer Reviews
Customer reviews can offer valuable insights into how a product fits, feels, and performs. Look for comments related to sizing— different people have different bodies, and fellow customers often share their experiences to help others choose correctly.
4. Consider the Purpose and Layering
Think about how you plan to use the item and whether you'll need to layer clothes underneath it. For outdoor activities that require multiple layers, you may want to size up to accommodate base layers and insulating layers comfortably.
5. Contact Customer Service
If you're still unsure, our customer service team is here to help. Provide them with your measurements and any specific needs or concerns you have, and they can offer tailored advice.
Remember, the right fit should feel comfortable and suit the intended use of the clothing or gear, whether it's for everyday wear, outdoor adventures, or specific activities like climbing, skiing, or running.
What is the best way to care for and clean my products?
Every product you purchase comes with specific care instructions attached, and it's always best to refer to these for optimal maintenance. However, we generally advise the following practices for garment care:
- Machine Wash Cold: To prevent shrinkage and maintain the fabric's integrity, wash your garments in cold water, not exceeding a temperature of 30°C (86°F).
- Wash Inside Out: Invert your garments before washing to protect the external surface from wear and minimize pilling.
- Gentle Cycle: Opt for a gentle washing cycle with a spin speed no higher than 1000 rpm to lessen the stress on the fabric.
- Avoid Fabric Softeners: Steer clear of using fabric softeners, as they can gradually deteriorate the quality of the material.
Ordering & Shipping
Where is your warehouse located?
Our warehouse is located in Ljubljana, Slovenia. All orders are shipped from this location.
How Long Does It Take to Process My Order?
We strive to dispatch orders within 24 hours, not counting weekends and public holidays. Please note that preorders are excluded from this timeline. There may be occasional delays due to an unusually high volume of orders or issues with the freight company.
Our warehouse is located in Europe (Central European Time), which means it is 6 hours ahead of New York (EST) and 9 hours ahead of San Francisco (PST).
Depending on when you place your order, it will be processed either in the next few hours or the next business day at the latest.
Please note that for orders paid via bank deposit, processing will begin once we have received the full payment.
Should there be any issues with inventory, such as your ordered items not being in stock, we will inform you promptly and offer the option to either change or cancel your order.
What shipping options do you offer, and how long do they take?
All orders are shipped using DHL Express, guaranteeing top-quality and fast delivery. You can typically expect to receive your order within 2-5 business days.
Your warehouse is in Europe and I’m ordering to USA or Canada. Will I have to pay additional taxes and/or customs fees?
No, you will not have to pay any additional taxes or customs fees. The amount you pay at checkout is the total and final cost—there are no hidden fees.
Any additional taxes and/or customs fees will be covered by us on your behalf. Our goal is to provide you with a worry-free shopping experience, allowing you to enjoy your purchases without concern for extra charges.
How can I track my order?
All orders are shipped using DHL. Once your order is dispatched, you will receive an email notification that includes a tracking code. To check the current status of your order, please visit the DHL tracking page and enter your tracking code. This will provide you with up-to-date information on the whereabouts of your package.
Returns
What is your return policy?
You have 30 days from the date of receipt to return any item you are not completely satisfied with. The items you wish to return must be in their original condition—unworn, unwashed, undamaged, and with all tags and original packaging intact. Items labeled as 'final sale', as well as digital and physical gift cards, cannot be returned. Have a look at our refund policy for further details.
Do you offer exchanges of purchased items?
We do not offer direct exchanges. Instead, if an alternative product, size, or color is desired, we recommend returning the original item for a refund and placing a new order. This ensures you receive your new item quickly and efficiently.
Do you offer free returns?
Unfortunately, we currently do not offer free returns, but we're here to help you find the perfect items and assist with sizing recommendations to ensure you make the right choice.
However, to make your return process as smooth and as affordable as possible, we offer a prepaid return label.
How much does a prepaid return label cost?
There is a $20 fee for the return label, which will be deducted from your refund amount.
How do I return an item?
This is a step by step guide to returning an order:
1. Access Your Account: Begin the return process by logging into your account. Click here to access the login page directly. Ensure you're navigating to the correct site by verifying the URL.
2. Enter Your Email Address: Once you've reached the login page, locate the Email field. Here, input the email address associated with your account and select 'Continue' to proceed.
3. Verification Code: Check your email inbox for a message from our store containing a six-digit verification code. This code is crucial for verifying your identity and safeguarding your information.
4. Verification Process: Return to the online store's login page and input the six-digit verification code you received via email.
5. Select Your Order: Within your account, navigate to your order history and click on the order you wish to return. This will take you to the order details page.
6. Choose Items to Return: If your order contains multiple items, you'll have the option to select which item(s) you are returning. Specify your reason for the return and, if you wish, add a note to provide additional context to the store (this step is optional).
7. Request Return: After selecting the item(s) and specifying your reason, click on the ‘Request return’ button to officially initiate the return process.
After Submitting Your Return Request
Return Shipping Label: After you submit your return request, kindly give us a little time to process your approval. Provided you submitted your request within the 30-day return window and barring any exceptional circumstances, you will receive an email containing precise shipping instructions along with a prepaid return shipping label.
Packing and Shipping Instructions: Alongside the return label, you'll receive detailed instructions on how to pack your return. These instructions are crucial for ensuring your return is processed efficiently.
Refund Processing: Your refund will be processed within 10 business days after our facility has received and processed your returned item.
Can I return items without a prepaid return label?
If you prefer not to use the prepaid label, you can return the item(s) using any carrier you choose, at your own cost. We highly recommend choosing a carrier that provides tracking information, as you are responsible for the parcel until it safely arrives at our warehouse. Please be aware that we are unable to issue refunds for items that are lost or damaged during transit.
Even if you decide not to use our prepaid label for your return, we still recommend starting the process through our Returns portal. This helps us process your refund more quickly and efficiently.
Address for Returns:
Alpine Nation
Ulica Jozeta Jame 12
1210 Ljubljana
Slovenia
How do I receive a refund for my returned item(s)?
Refunds will be issued directly to the original payment method(s) used at purchase. If multiple methods were used, the refund will be distributed among them. For payments made with a gift card, the amount will be returned to the card. Refunds might not show immediately; please allow a few days for processing.
Sustainability and Ethics
Where are your products produced?
The majority of our products (90%) are proudly manufactured within Europe, while the remainder are produced in Pakistan. We ensure transparency by clearly indicating the country of origin on each product page. Should you require further details about the manufacturing processes or the origins of any item, our customer service team is readily available to assist you.
What are your sustainability practices?
We are deeply committed to sustainability and ethical practices throughout our manufacturing process. To this end, we produce 90% of our items within a 300-mile radius of our warehouse, which is located in Ljubljana, Slovenia (the gateway to the Julian Alps). This strategic choice not only reduces our carbon footprint but also enhances our supply chain efficiency.
How do you ensure ethical sourcing and production of your products?
The majority of our products are manufactured within the European Union, where our manufacturing partners adhere to the rigorous standards and labor practices mandated by European legislation. This regional commitment ensures not only the quality and durability of our products but also promotes a fair and safe working environment for all employees involved in the production process. European labor laws are renowned for their protective measures, which include strict regulations on working hours, mandatory breaks, and minimum wage provisions
Additionally, our manufacturing partners are located within a few hours' drive from our main facilities, which enables us to make frequent on-site visits. During these visits, we stringently verify that the working conditions meet our high standards. We choose to collaborate with partners who prioritize the well-being of their employees. Together, we ensure that all workers in the manufacturing facilities are treated with respect, work in safe environments, and are fairly compensated for their efforts.