FAQ
Returns/Exchanges
Returns and exchanges can be made within 14 days of purchase date. Any items net discounted 30%-49% is only eligible for either an exchange or refund via electronic gift card. Items net discounted 50%+ or noted as "Final Sale" on the product page at time of purchase cannot be returned (no refunds or exchanges).
Items must be returned in the same condition as they were sent in addition to being unworn, unwashed, and undamaged with the original tags attached. International customers are responsible for all return shipping charges. Please review our full return policy here.
We understand if your new purchase doesn’t work out the way you imagined, so we’ve made the return process as easy as 1, 2, 3.
Please read our return policy before getting started.
1. Request a return shipping label by clicking here*
2. Package your items
3. Ship your package
All exchange items are eligible for a return shipping label and a flat fee of $20 will be deducted from your refund amount. When creating a return, you will be prompted to select whether you wish to exchange your item or return the item for a refund. All exchange items are eligible for a return shipping label. Once we receive your return we will send out your exchange order. International returns are not eligible for a pre-paid shipping label and may be sent back by the customer using any traceable method of shipping.
Yes, you are more than welcome to combine items from different orders in your return package. Please be sure to include the corresponding order numbers for each item inside the package. Also, include our return form for each order for better understanding for when we receive your return.
Please allow up to 10 business days for your return or exchange to be processed. Once we have processed it, you will receive an email containing a refund notification or a tracking number for your exchange. If you are receiving a refund, it can take several business days to reflect on your account. This varies depending on your financial institution.
We do not accept returns or exchanges that were purchased from a retailer. Please return these items back to the retailer you originally bought them from.
Please visit our Shipping & Returns page and follow the two steps provided. You will be able to print our return form to fill out and include in your return package. And, you will be able to request a return label. Please review our return policy in its entirety before following through these steps.
Fit & Care of Products
The Alp N Rock sizing chart can be found here. Our clothing is made in a European style, which means that it is more fitted. We recommend ordering a size up for more room. Jackets and hoodies tend to run a bit larger to allow for extra layering. If you are still unsure of what size to order, please contact Customer Service at 1-760-494-0920 for further assistance.
If there are no size options available or it reads “Sold Out,” that means the item is sold out. We typically do not restock any items.
Please see inside tag of any garment for wash instructions. For our Henleys, please wash gently in cold water and lay flat to dry.
Shipping
Once we have shipped your order, you will receive a shipping confirmation email containing your tracking information. It will be sent to the email that you used to make your purchase. Please contact us if you are having trouble locating your tracking information.
These forms of shipping are based on business days. We are open Monday through Friday, 9 A.M to 5 P.M PST. Please account for the weekend, as they are not considered for shipping times.
Orders will ship out same business day if ordered by 2 P.M PST. If placed after 2 P.M PST, it will ship out the next business day.
When a package is deemed undeliverable, your package will be sent back to our offices. Please contact us if you would like your order re-shipped with a different address.
Incorrect Item
We are so sorry that you received an order in error. We are happy to get this corrected for you as soon as possible. Please contact us and we would be happy to assist you and get your corrected item shipped out as fast as we can.
Defective or Damaged Items
We cannot accept articles that are not in the same condition in which you received them. Please inspect all items upon delivery. If you find that you have received a defective or damaged item, please contact Customer Service within 7 days of delivery.
A damaged item that falls under any of the following categories is not eligible for return or exchange.
• Damage caused by improper care, misuse, abuse or neglect
• Normal wear and tear.
• Damage caused by anything other than defects in material or workmanship.
• Damage caused by use of solvents or the natural breakdown of colors and materials over extended time and use.
Orders placed over $1,500 will be sent with an adult signature required to ensure the delivery is not lost or stolen.
Order Information
Please contact us quickly if you would like to make any changes to your order. We are unable to make changes to your order once your order has shipped.
Unfortunately, we do not allow more than one discount code to be applied to an order.
Please contact us as soon as possible and we would be happy to apply it to your order and refund you for the difference. Once we refund you, you will receive a refund notification email. Please allow several business days for your refund to reflect on your account.
Unfortunately, we do not offer retroactive discounts towards an order you’ve already placed.
Prices are subject to change. We reserve the right to change the current advertised price. Special offers cannot be applied to previous purchases and cannot be combined with any other discount offer.
If you have not received any confirmation emails regarding your order, exchange, or return, it could be one of two things: First, check your spam/junk folders for an email from us. Depending on your email provider, certain email can be filtered into these folders. If you cannot find an email from us, the email attached to your order could be incorrect. Please contact Customer Service if you are having issues receiving any emails from us.
When checking out with Shop Pay, you now have the option to pay now or later. Paying in installments on Shop Pay allows you to split your purchase amount into 4 equal, biweekly installment payments—with 0%-36% APR interest, no hidden or late fees, and checking eligibility has no impact to credit score.* In some instances, your first payment is due when you make your purchase; otherwise, your first payment is due 2 weeks after your purchase. Payment options through Shop Pay Installments, are subject to an eligibility check and are provided by these lending partners: affirm.com/lenders. Options depend on your purchase amount, and a down payment may be required. For state notices to consumers, please visit https://www.affirm.com/licenses.
Are there late fees?
No, there are no late fees if you miss a scheduled payment.
Will this affect my credit score?
Checking eligibility has no impact to credit if you choose to pay with Shop Pay installments. Affirm will not report to credit bureaus.
How do returns work with installments through Shop Pay?
If we process a refund for a return, the refunded amount will be returned to your original payment method within 3-10 business days, and your balance will be updated. If your refund is less than your total purchase balance, it might not lower your next payment. Instead, you can expect fewer payments, a smaller final payment, or both. If your refund is more than your purchase balance, the difference will be returned to your original payment method within 3-10 business days.
I have more questions about Shop Pay Installments.
For additional questions about installment payments on Shop Pay, please visit https://shop.app/help/installments
Afterpay is a service that allows you to make purchases now and pay for them in four payments made every two weeks.
Simply shop and proceed to checkout as usual. At checkout, you will choose Afterpay as your payment method. You will then be directed to the Afterpay website to register and provide payment details. If you are already an Afterpay user, just log in to your Afterpay account. Then complete your order.
How do I use Afterpay?
Choose Afterpay as your payment method in checkout. You will be directed to the Afterpay website to register and provide payment details. If you’ve used Afterpay before, just log into your Afterpay account. Then complete your order. Your payment schedule will be emailed to you.
The total amount of your order must be between $1 and $2,000. Afterpay can’t be used when purchasing an e-gift card. You must be over 18, a resident of the U.S., and meet additional eligibility criteria to qualify. International orders are not eligible for Afterpay at this time.
Does Afterpay have late fees?
If funds are not available or you otherwise do not make your payment when it is due, late fees may apply.
How do I return an item that was purchased with Afterpay?
If you have changed your mind and your order falls within our return policy, you can return your Afterpay purchase by mail for a refund. Afterpay will be notified of your return and will process the appropriate refunds once the return has been received. Please do not return your purchase to Afterpay.
If you believe there is fault or concern with your Afterpay purchase payment, please contact Afterpay customer support at info@afterpay.com
How does the payment schedule work?
All customers are required to make their first payment at the time of purchase, with the remaining three payments deducted every two weeks from your chosen payment method. If you choose to make additional payments before your scheduled pay dates, you may do so through your Afterpay account.
You can log in to your Afterpay account to view your payment schedule and make a payment before the due date if you choose to do so.
Where can I find out more about Afterpay?
If you would like to know more about Afterpay, visit www.afterpay.com for a comprehensive list of FAQs, terms, installment agreement as well as Afterpay’s Privacy Policy which can be found at https://www.afterpay.com/ privacy-policy. If you have any questions about your Afterpay account, please contact Afterpay directly.
Miscellaneous
You will need to reset your password. To do so, click on the “Forgot Password” link on the login page. You will then be emailed a link to reset your password.
Resorts around the world often have custom units made specifically for them that we do not keep in stock at our warehouse. The best way to find availability is to contact that specific resort directly. Please contact us if you need more information on a specific resort.
If you are unable to find a particular item, please contact us and we will be able to check the availability of the item from our online store.
Due to the collectability and uniqueness of our garments, we try to keep our collection small each season and usually do not reproduce products.
Please check your inbox of the email you subscribed with. If you do not see the ‘Welcome to Alp N Rock!’ email, please check your junk mail.
Discount codes can not be used in combination with sales, promotions, or other codes. This includes the VIP first purchase code.
For fastest service, please email our team: customerservice@alpnrock.com
Click here to start a return or exchange.
Phone: (760) 494-0920
Fax: (760) 752-1608
Customer Care Hours: Monday-Friday 9am-5pm EST