FAQ

Returns and exchanges can be made within 21 days of purchase date. Any item discounted 40% or higher is only eligible for either an exchange or refund via electronic gift card. 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.

Holiday Return Policy: Gift orders placed between November 1st and December 25th may be returned or exchanged 21 days after purchase or through January 15th (whichever date is later).

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 free return shipping label. 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 free return shipping label. Once we receive your return we will send out your exchange order at no cost. 

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.

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. 

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.

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.

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% interest, no hidden or late fees, and no impact on your 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.

Are there late fees?

No, there are no late fees if you miss a scheduled payment.

Will this affect my credit score?

There will be no impact to your credit score if you 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 

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.