HOW DO I CONTACT CUSTOMER SERVICE?
Phone: 02 64562900.
E-mail: email@example.com. If your request is time sensitive, please call us instead of e-mailing.
Hours of operation:
WINTER: 7am – 7pm 7 days
SUMMER: 9am – 5pm 7 days
HOW IS MY ORDER BEING SHIPPED?
We ship most orders within 24 business hours of being placed, but some do take longer to process. We cannot guarantee same day shipping, so if you need special assistance please call us. All orders are shipped either via Startrack or Australia Post.
Actual delivery time depends on location.
*Note that ALL deliveries are only made Monday through Friday.
WHEN AM I GOING TO BE BILLED FOR MY ORDER?
PAYPAL will confirm payment to us via e-mail – usually same day.
WHAT IS YOUR RETURN POLICY?
CHANGE OF MIND POLICY
If you wish to return an item because you have changed your mind about the purchase, we will offer you an exchange or credit voucher, provided that the following conditions are met:
- You return the item within 14 days of purchase.
- The item(s) must be returned to us via registered post or courier, and Alpine Sports Natural High supplied with a tracking number.
- You provide a copy of the email or paper receipt you received with the goods.
- The item is in a resalable condition. This means the item is in its original packaging, including barcode price and all swing tags.
- The item has not been used or worn or opened (in the case of sealed packaging). It must be in its original condition - Any sew-in labels for example still attached.
- In the case of DVDs / Blue Rays the original security seal or shrink wrap is intact.
- The product is not one in which a change of mind return is not available – usually for health and / or hygiene reasons (see below).
- Where an exchange is made due to customer change of mind you are required to pay postage for the return of the item to Alpine Sports Natural High as well as the postage for the new item being sent to you. This also applies when 'free shipping' is in place.
If these requirements are not satisfied, Alpine Sports Natural High reserves the right to NOT offer an exchange or credit voucher.
Alpine Sports Natural High will not accept the return of items from the following categories under the change of mind returns policy under any circumstances:
• Underwear / base layers / Skins
• Gift vouchers
Alpine Sports Natural High will accept product returns and provide you with an exchange voucher, refund or repair where:
• The product is faulty
• The product does not match the sample, photo, or online description
• The product does not do what it is supposed to
• And you can show proof of purchase
For more information visit www.fairtrading.nsw.gov.au.
Alpine Sports Natural High may need to return the product to the manufacturers repair agent to determine the nature of the fault or problem. Alpine Sports Natural High reserves the right to not offer a repair, refund or exchange where the item fault is as a result of misuse or neglect (this can be determined by the manufacturer / distributor or agent). Goods presented for repair may be replaced by refurbished goods of the same type rather than being repaired. We reserve the right to assess the condition and age of the returned goods prior to offering a repair, exchange or refund. This may result in repair, exchange or refund being refused.
Refunds will be issued using your original payment method.
Ship returns & exchanges to:
Alpine Sports Natural High
Jindabyne NSW 2627
DOES ALPINE SPORTS SHIP INTERNATIONALLY?
No, we do not.
DOES ALPINE SPORTS MATCH COMPETITOR’S PRICES?
We match competitor’s pricing at our discretion. The competitor must be an authorized retailer in Australia for the brand in question. This is important because most vendors require that an item be purchased from an authorized retailer for any product warranty to be honoured. We are an authorized retailer for all brands that we sell. In addition, the item that we are matching must be in stock in the same style, season, size, and colour and be available for purchase on their website. The price match must be completed at the time of purchase. A price match cannot be combined with any other special offers or coupons.
HOW SECURE IS MY INFORMATION WHEN I PLACE AN ORDER ON THE WEBSITE?
While shopping online we only use PAYPAL for complete security.
ARE ALL PRODUCT CATEGORIES AVAILABLE FOR PURCHASE?
Due to dealer agreements, we are unable to sell Burton products represented on our web site directly through the internet. We invite you to visit our store or contact us to inquire about a special order.
WHAT SHOULD I DO IF I WANT TO CHANGE OR CANCEL MY ORDER?
Because we strive to provide very fast shipping, orders are processed within a few hours of being placed. If you would like to cancel or make a change to your order, please contact us by phone right away. We will make every effort to assist you, but we cannot make changes once orders have been packaged for shipping. If your order is shipped before a change can be made, you can always return the item for a refund or exchange per our normal returns policy.
WHY HASN’T MY ORDER BEEN PROCESSED YET?
If there are any issues with your order, we will place it on hold. The most common reasons that an order can be held are: the billing information was entered incorrectly, an international credit card was used, or we need more information from you to properly fulfil your order. If your order is held, we will attempt to contact you. If we are unable to reach you within 2-3 business days, your order will be cancelled. We can always place a new order with the correct information.
WHERE IS MY ORDER?
As soon as your product ships, you'll receive an email with a tracking number. Your order may be sent in separate packages. If one or more of the items you ordered are not in your shipment, they should arrive soon. For confirmation, please feel free to contact us.
WHAT DO I DO IF I HAVE A PROBLEM WITH MY PRODUCT?
If a problem arises during use of your product, it may be eligible for repair or replacement under its manufacturer’s warranty. Every brand’s warranty policy is different, and is usually listed on their website. Some manufacturers prefer that you send the product directly to them, and others require that you first return it to us. For all warranty claims you are responsible for the return shipping back to you. Please keep in mind that most manufacturers only cover specific defects in workmanship, not damage caused by wear and tear, and we must defer to the decision of the vendor. If you think that your product is defective and eligible for warranty, please call us so that we can go over the warranty procedure with you and determine the best course of action. We will work with you every step of the way to ensure your warranty claim is resolved to your satisfaction.
CONTENT ON THIS SITE
Content on this site is provided for convenience only. Alpine Sports : Natural High expresses no warranty or guarantee as to the accuracy of the information or content. The information on this site may contain errors in the data concerning product description, pricing and availability. We reserve the right to cancel an order if the information or price is wrong due to typographical error. Most product information has been provided directly from the manufactures and is reproduced purely to promote their products that we sell. Trademarks and copyright ownership remain with their respective owners.