FAQ
Ordering
How long does it take to process my order?
We aim to get your order packed and on its way within 1–2 business days. During busier periods, such as Christmas, sales and new launches, it can take up to 3 business days. Delivery times start from the day your order is dispatched, rather than the day you place it.
Can I change or cancel my order?
If your order has not yet shipped, and you need to make a change or request a cancellation, please reach out to us right away at info@alpinepaws.co.uk. We’ll do our best to accommodate your request, but item changes and cancellations are not guaranteed once an order has been submitted.
Which payment methods can I use?
Visa, Mastercard, American Express, Shop Pay, ApplePay, Google Pay, Meta Pay & Gift Cards. We also offer Klarna and PayPal.
Do Alpine Paws do wholesale orders?
We do! Please fill out our Wholesale enquiry form here.
Why am I getting an error checking out?
We're sorry to hear you're having issues checking out. Please reach out to us on info@alpinepaws.co.uk so we can resolve any issues.
When will a specific item be restocked?
Restock dates vary depending on the product. If an item is currently unavailable, keep an eye on our social media channels or sign up for back-in-stock notifications where available.
Shipping
What are the last order dates for Christmas?
We recommend ordering by the dates below to give your parcel the best chance of arriving before Christmas.
- UK Tracked 48 (including free delivery): Sunday 13 December
- UK Tracked 24: Tuesday 15 December
- UK Evri Standard: Sunday 6 December
- Europe: Friday 4 December
- USA and rest of world: Friday 27 November
We’ll keep packing and dispatching orders right up until our final posting dates. Orders must be placed before 10am on the relevant final dispatch day for same-day dispatch.
These dates are our recommended order-by dates, rather than a guarantee of delivery. Postal services get particularly busy in December, so the earlier you order, the better!
You can find more information in our Shipping Policy here.
How much will shipping cost?
UK orders over £45 qualify for free Royal Mail Tracked 48 delivery. For orders under £45, we have various options starting from £1.70.
Evri Standard is also available on eligible orders under £40 for £3.49.
Shopping from outside the UK? International shipping costs are calculated at checkout, so you'll see the options available for your order before paying.
How do I track my order?
As soon as your order ships, we'll send you an email with tracking information. Using the tracking number(s) provided, you can track your order by visiting the carrier's website.
How long will delivery take?
Once your order is on its way, delivery times will depend on the service you choose.
- UK Tracked 48: Usually 2 business days
- UK Tracked 24: Usually 1 business day
- UK Evri Standard: Usually 2–4 business days
- Europe: Usually 3–5 business days
- USA and rest of world: Usually 6–11 business days. This can vary depending on your destination's customs.
These are estimated delivery times and can vary, particularly during busy periods. We'll send you a dispatch email with tracking details as soon as your order is on its way, so you can keep an eye on its journey.
Where do you ship to?
We currently ship throughout the United Kingdom, with selected international destinations available at checkout. Use our country selector, found at the top and bottom of the website, to view the full list and shop in your own currency. If you don't see your country available, let us know and we'll see what we can do!
Do I need to pay customs or import fees?
For orders to the United States, duties and import taxes are calculated and included at checkout.
For all other international destinations, customers may be charged local taxes or import fees on delivery. These charges are determined by your local customs authority and are the responsibility of the customer. Refusal to pay these may result in your parcel being returned or destroyed, in which case we cannot offer a refund.
Can I exchange for a different size?
Yes. We offer size exchanges within 28 days of delivery provided the item is unused and returned in its original condition. Please contact us to start the process.
returns, refunds & exchanges
What is your Christmas returns policy?
We know Christmas gifts aren't always quite right first time, so we've extended our returns and exchanges window for the festive season.
Orders placed between 5 November and 23 December 2026 can be returned or exchanged until 23 January 2027. After the first 14 days from delivery, we'll offer an exchange or store credit. Sale items aren't included in the extended window.
Not sure what to choose for a fellow dog lover? An Alpine Paws gift card lets them pick their own favourite, so there's no need to guess their dog's size, preferred design or what they might need.
Can I make a return or exchange?
If something isn't quite right, we're happy to help. You have 14 days from receiving your order to let us know you'd like to return or exchange it, followed by a further 14 days to send it back.
Items must be unused, in their original condition and packaging. Please return them in a separate mailing bag or box, without attaching labels or tape directly to the product packaging.
For full details, please see our Refund, Return & Exchange Policy. You can find our full policy here
Can I return sale items?
Sale items can be returned within 14 days of delivery, subject to our usual returns conditions. The extended Christmas returns window doesn't apply to sale items.
Items bought at full price using a discount code aren't considered sale items.
How long does it take to receive an exchange?
Once your return arrives with us, we'll process it within 5-7 business days. Once your exchange has been approved, we'll aim to get the replacement on its way within a further 1–2 business days.
We'll keep things moving as quickly as we can and let you know when your replacement has been dispatched.
How long does it take to receive a refund?
Once your return arrives with us, we'll process your refund as soon as possible, within 14 days. Your bank or payment provider may then take a little extra time for the money to appear in your account.
Are returns free?
Return postage is at your own cost unless your item is faulty, damaged or incorrect. If there's a problem with your order, please contact us before sending it back so we can help.
How do I start a Return or Exchange?
To begin a Return or Exchange, please email us at info@alpinepaws.co.uk, stating your name, order number, reason for return, and the item you wish to return or exchange.
COLLABORATIONS & PARTNERSHIPS
Do you work with content creators and influencers?
We occasionally work with content creators, photographers and dog-focused accounts who align with our brand.
We currently do not have any collaboration opportunities available. When opportunities become available, we’ll share them through our social media channels and email newsletter.
We recommend following us and signing up to our mailing list to hear about future opportunities.
Unfortunately due to the volume of requests we receive, we cannot respond to all queries regarding collaborations.
Do Alpine Paws do wholesale orders?
We do! You can reach out to us via our wholesale enquiry form here
Do you offer product testing opportunities?
Occasionally, yes! We sometimes look for dogs of different breeds and sizes to help us test future products before launch.
Any product testing opportunities will be announced through our social media channels.
Can I share photos of my dog?
Absolutely! We love seeing Alpine Paws dogs out on their adventures. Feel free to tag us on social media or send us your photos directly at info@alpinepaws.co.uk
Couldn't find your answer?
We're here to help. If you couldn't find the information you were looking for, please reach out to us directly.