Orders & Payment
Place your orders in Euro and have them shipped to you with full online tracking. The prices you see are the prices you pay, no hidden duties or taxes to pay before you receive them. Please feel free to reach out with any questions, our support heroes are here to help you get your hands on the best outdoor equipment as quickly as possible.
Amanda - Customer Support Sales Hero
Will I have duties and taxes to pay?
No, we are making every effort to make sure the price you see on the website is the price you pay - with no hidden duties or taxes to pay before you can enjoy your goodies.
These are early days, so if you are asked to pay duties please let us know so we can help you out.
How long before I receive my order?
If you order before 14:00 (BST) your order will be despatched the same day. Orders are despatched by road from the UK and take 4-10 working days.
If your order contains a custom product, a product on pre order or a bike it will be despatched as soon as it is ready.
Can I have an update on my order status?
Of course! Your order despatch email will have included a tracking number. Please check this first as shipments to continental Europe currently take 4-10 working days. The tracking code 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.
I haven't received a confirmation email
We send you an email confirmation 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 have not received one of these emails please check 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!
How can I change my delivery address?
If you have used the incorrect address please let us know as soon as possible and we will try and stop it being sent out. We cannot amend your delivery address once your order has been placed.
Can I add something to my order?
The easiest way to add something to an order is to place a new order. We cannot guarantee that our warehouse will pair together your two orders so they may arrive in separate 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! 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. As soon as we have received the item we will send it out to you.
- 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.
Do you offer discounts?
If you are 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. Attaching a picture of the item will help us resolve the issue as quickly as possible.
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.