FAQ
Ordering
How long does it take to process my order?
Most orders are dispatched within 1-2 business days after they are placed. Following a holiday weekend, sale or a new product launch, we might need a couple extra days to catch up with packing.
Please note that delivery times are estimated from the date of dispatch, not from the date your order is placed.
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
How much will shipping cost?
We offer various methods of shipping. For UK orders, our standard shipping method is Royal Mail Tracked 48. All UK orders over £45 qualify for free Tracked 48 shipping. International shipping is calculated at checkout, starting at £10.
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?
Timing of delivery is dependent on the shipping speed selected at checkout and the order’s final destination.
Once your order has been dispatched, you'll receive a shipping confirmation email. Where a tracked service has been selected, tracking information will also be provided so you can follow your order's journey.
Please note that delivery times are estimated from the date of dispatch, not from the date your order is placed.
Orders within Europe usually take 3-5 business days. Other international orders typically arrive within 6–11 business days after dispatch, depending on the destination and any customs processing times.
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
Can I make a return?
We hope you love your Alpine Paws order, but if you’ve changed your mind, you can request a return or exchange within 14 days of delivery.
Returned items must be unused, in their original condition and include all original retail packaging where applicable. Returns must be sent inside a separate mailing bag or box - please do not attach postage labels or tape directly to the product or its retail packaging.
For full details, please see our Refund, Return & Exchange Policy. You can find our full policy here
How long do I have to return an item?
You have 28 days after receiving your item(s) to complete a return or exchange.
Can I return sale items?
Sale items (including any product purchased at a reduced or marked-down price) cannot be returned or exchanged unless they are faulty or incorrect.
Items purchased at full price using a promotional or discount code are not considered sale items for the purposes of our returns policy.
How long does it take to receive an exchange?
Once we receive your returned item, it can take up to a week for us to process your exchange request. Once your request is approved, you can expect your exchange item to ship within 1-2 business days.
How long does it take to receive a refund?
Once we receive your returned item, it can take up to 10 working days for us to process your refund request. Once your request is approved, it can take up to 10 additional days for your bank or payment company to process the refund back to your card or account.
Are returns free?
Customers are responsible for return postage costs unless the item is faulty, damaged or incorrect.
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 values.
We're not actively looking for collaborations at all times, but when opportunities become available, we'll usually advertise them on our social media channels or via our emails. We recommend following us and signing up to our mailing list to stay up to date.
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.