How do I apply a discount coupon?
You can enter the discount coupon in the discount code field at the bottom of the order form.
How do I return an item?
You have the right to return the product within 14 days of receiving the package. Pack the item you wish to return and send it to the address: DIRECT ALPINE s.r.o.- RETURNS, Kateřinská 138, Liberec XVII, 460 02, Czech Republic.
It’s important to fill out and include the return form, which can be found on our website at the link "Exchange and Return of Goods". Once we receive the package, we will issue a document with a detailed description of the returned item and the amount, which will be refunded to your account within 10 working days.
The size doesn’t fit, how can I exchange it?
You can return the product within 14 days of receiving it and order a new one in the desired size. For the return, use the "Exchange and Return of Goods", or find it on our website at www.directalpine.com, in the "Claims and Exchanges" section.
How does the claim process work?
Download the form from the "Exchange and Return of Goods", or from the "Claims and Exchanges" section on our website www.directalpine.cz, and send it along with the item to our address: Direct Alpine s.r.o., Kateřinská 138, 46013 Liberec 13.
What if I need to repair an item?
Download the form from the "Claims, Repairs, and Modifications", or from the "Warranty and Post-Warranty Service" section on our website www.directalpine.cz. Send the item along with the form, or you can deliver it in person to the address: Direct Alpine s.r.o., Kateřinská 138, 46013, Liberec 13.
Can I pick up my order in person at your office in Kateřinky?
Yes, personal pickup is possible. Just mention it in the notes at the bottom of the order form. Do not prepay the order. We will issue a new invoice with the shipping cost deducted. We will contact you as soon as the item is ready for pickup.
Which carrier should I use to send the return?
You can send the item using any carrier of your choice. It is important that the package is delivered to our address. The cost of returning the item is always borne by the customer.
How soon will my order be delivered?
We process, pack, and ship orders daily (on business days). Once the package is handed over to your chosen carrier, you will receive an email with a tracking link. Within the Czech Republic, GLS usually delivers the package the next day, or no later than 48 hours after handover. Other carriers may take longer. For international orders, delivery time varies depending on the destination. Once the package is handed over to the carrier, we are unable to influence or expedite delivery.
How should I wash your clothing?
All detailed washing instructions can be found here.
Where can I find the size chart?
The size chart for each product is always available with the product. A complete size chart for clothing and a comparison of pant cuts can be found here: size chart.
Will I receive the invoice in the package?
All communication is done electronically, so the invoice will be sent to the email address you provided in the order form. You will not find the invoice in the package, as we aim to reduce environmental impact.