Frequently asked questions

We offer you a wide range of payment methods - including Klarna with the "purchase on account" option.

However, we do not offer a classic purchase on account directly through us. Therefore, please select one of the available payment methods in the order process.

The following payment methods are available:

• PayPal
• Credit card (Visa, Mastercard, American Express)
• eps transfer
• Giropay
• Klarna

You can easily buy gift vouchers directly in our webshop. Visit the "Gift vouchers" category and select the desired amount. After purchasing, you will receive the voucher by e-mail - ideal for giving as a gift!

You can redeem your gift voucher in the voucher code field in your shopping cart. The field for entering the code can be found at the bottom after the product listing. You can also enter the code in the check-out directly at the checkout in the corresponding field directly below the product listing. Once the code has been accepted, the total amount of your order will be adjusted immediately.

Stay up to date with our newsletter - and secure exclusive benefits! You will receive regular information on current discount promotions, limited offers and new products even before they officially appear in the store. You can also expect exciting insights, tips and updates about our brand. It's worth it!

You can easily sign up for our newsletter: Enter your e-mail address directly at the bottom of the homepage in the field provided - or use the pop-up window that appears when you visit our website. You're already in and won't miss any more news or offers!

You can unsubscribe from the newsletter at any time. Simply click on the unsubscribe link at the end of one of our emails. If you continue to receive emails, please contact our customer service.

Our advantage packages are already offered at special conditions. Therefore, an additional application of the newsletter discount to these packages is excluded.

In this case, please contact our customer service - preferably with your order number and a brief description of the missing or incorrect items. A photo of the opened parcel is also helpful. This will help us to understand the problem quickly and improve our processes at the same time. Please also complete the customer declaration and send it to us directly with your request. This is legally required.

In this case, please contact our customer service - preferably with your order number and a brief description of the missing or incorrect items. A photo of the opened parcel is also helpful. This will help us to understand the problem quickly and improve our processes at the same time. Please also complete the customer declaration and send it to us directly with your request. This is legally required.

A direct exchange is unfortunately not possible.

Please return the goods to us and place a new order. As soon as we have received and checked your return, we will refund the purchase amount.

Important: For reasons of food law and hygiene, we can only take back unopened products in their original packaging.

In this case, please contact our customer service - preferably with your order number and a brief description of the damage. A photo of the damaged product is also helpful. This will help us to understand the problem quickly and improve our processes at the same time. Please also complete the customer declaration and send it to us directly with your request. This is legally required.
In some cases, products are accidentally damaged with a knife when they are opened. This damage is usually clearly recognizable as a cut. We ask for your understanding that we cannot provide a replacement or offer a refund in such cases.

As soon as your order has been completed and the payment process has been completed, it is automatically transferred to our warehouse management system and then to our fulfillment service provider.

As soon as your order is on its way, you will receive a shipping confirmation from us including a tracking number.

If your shipment has already been delivered according to the shipment tracking but you have not yet received it, please take a look at the shipment tracking and also check whether the parcel may have been left with a neighbor or at a post office. The shipping service provider will leave a collection bill for this purpose. If the parcel can still not be found, we may need a signed declaration in order to be able to report a theft.

If the shipping status has not changed over a period of 5 days and your parcel can still not be found, please contact customer service. We will then contact the shipping service provider and find out where your parcel is.

The good news is that almost no parcels are permanently lost. So a little patience usually pays off - thank you for that!

Important: Please note that the SEPA prepayment method takes a few days and the delivery time will be extended accordingly.

1.Log in to our online store using the email address you provided when placing your order, and go to your order. Click the "Request Return" button. Select a reason for the return and provide additional details in the “Notes” field. The more detailed your information is, the faster and easier the return process will be—for both you and us. Please note that we can only accept returns of items in their original, unopened packaging.

2.Next, click the "Request Return" button.

3.Our team will then review your return request. If we need additional information, such as photos, we will contact you. Otherwise, we will send you a return label via email, and you can hand the package over to the shipping carrier.

4.As soon as we receive and inspect the return, we will immediately process a refund for the invoice amount.

Important: For food safety and hygiene reasons, we can only accept returns of unopened products in their original packaging.

As soon as we have received your return, we will check and process it immediately. The refund will be made within the following 1-2 working days using the payment method you selected when placing your order.

If you have not received a refund after more than 14 working days or require assistance, please contact our customer service team via our contact form - ideally stating your order number and the products concerned

Occasionally, your parcel may be damaged in transit by the shipping service provider. In most cases, however, this only affects the outer packaging - the contents remain intact. In this case, the parcel will not be sent back to us, but repackaged and forwarded to you with a short delay.

We offer our own affiliate partner program. If you are interested in becoming part of it, please contact us by e-mail at service@alpenpower.com - we will send you all further information and explain the next steps.

We are always happy to work with people who are passionate about our products and our philosophy. We therefore very much appreciate your interest in cooperating with the AlpenPower team!

When selecting our partners, we look at the added value you offer your community through your content, your reach and how well you fit in with our brand and our team. Please don't be disappointed if a collaboration doesn't work out immediately - we receive many inquiries every day and keep an eye on exciting candidates. Perhaps an opportunity will arise at a later date!

If you would like to be part of it, please write a message to: service[at]alpenpower.com

Your order was shipped via Amazon, which is why we are unfortunately unable to view any information about your package. In this case, we would ask you to contact Amazon customer service directly to find a solution.

Unfortunately, it is not possible to add a voucher code after placing an order. You can redeem the voucher code in your shopping cart. You will find the field for entering the code on the right-hand side, just below the product listing. Once the code has been accepted, the total amount of your order will be adjusted immediately. You can also redeem the discount code directly at the checkout in the corresponding discount code field.

Sometimes discount codes do not work if you do not adhere to the conditions. There may be a condition such as a minimum order value, an expiration date, a restriction on which products (discounted products such as parcels are excluded) the voucher can be applied to or a restriction on which customers (for example, only new customers) can redeem it.
can redeem it.

You will also need to enter the voucher code manually in the order overview, as it will not be deducted if you try to use the link.

Also make sure that you enter the code correctly and do not accidentally swap an "O" with a zero. Or a capital "i" with a small "L".

As soon as you have entered the code, the discount will be displayed in the order overview.

You can redeem the voucher code in your shopping cart. The field for entering the code can be found at the bottom after the product listing. You can also enter the code in the check-out directly at the checkout in the corresponding field directly below the product listing. Once the code has been accepted, the total amount of your order will be adjusted immediately.

Unfortunately, we do not send out discount codes on request. However, you can sign up for our newsletter, where we always inform you about great discount promotions, as well as via our social networks.

You can easily change your billing address in your customer account. Proceed as follows:

1. log in to your customer account.

2. click on ''Profile'' at the top right of the button

3. change your current address or add another address.

Please note: If you have already completed an order, the billing address for this order cannot be changed retrospectively. In this case, please contact our customer service at service@alpenpower.com so that we can find a solution together.

As soon as your order has been completed and the payment process has been completed, it is automatically transferred to our warehouse management system.

In some cases, a complete cancellation is still possible - depending on whether your order is already in the shipping process. Once your order is in the packing or shipping process, unfortunately no more changes or cancelations are possible.

In this case, you have the option of refusing to accept the parcel or returning it to us upon receipt.

Please send an e-mail to service@alpenpower.com so that we can initiate the return process.

If a product is currently not available in our online store, this is probably due to unexpected demand or raw material shortages, which can occur from time to time. In most cases, the product will soon be available again. You can be notified when the product is back in stock. To do this, enter your details directly on the product page in the notification field.

Unfortunately, it is not possible to pre-order products that are sold out.

However, you can simply sign up for the notification list on the respective product page. As soon as the item is available again, you will automatically receive an email from us. So you never miss a restock!

Your invoice will be sent to you automatically by e-mail as soon as your order has been dispatched. Please also check your spam folder if you have not received an e-mail.

If you still can't find an invoice, please get in touch with us at service@alpenpower.com

Unfortunately, it is not possible to place orders by e-mail, as our ordering processes are fully automated. This is how we ensure that your order is processed quickly and reliably.

If you need help with the ordering process, our customer service team will be happy to assist you. Simply write to us at service@alpenpower.com - we will help you as quickly as possible.

As soon as your order has been completed and the payment process has been completed, it is automatically transferred to our warehouse management system and then to our fulfillment service provider. As soon as your order is on its way, you will receive a shipping confirmation from us including a tracking number. If your shipment has already been delivered according to the tracking number but you have not yet received it, please take a look at the tracking number and also check whether the parcel has been left with a neighbor or at a post office.

If the shipping status has not changed over a period of 5 days and your parcel can still not be found, please contact customer service. We will then contact the shipping service provider and clarify for you where your parcel is. Please understand that it is not possible for the shipping partner to make any inquiries before this period has expired - experience has shown that many shipments move again by themselves after a short delay.

The good news is that almost no parcels are permanently lost. So a little patience usually pays off - thank you for that!

Important: Please note that the SEPA prepayment method takes a few days and the delivery time will be extended accordingly.

We always ship our orders within Austria with Austrian Post.

For deliveries to other EU countries, we use DHL to ensure reliable and fast delivery.

Depending on the situation or special requirements, we also use other shipping service providers to offer you the best possible service.

For delivery to a Packstation, all we need from you is your postal number and the three-digit number of the selected Packstation. This information is sufficient to deliver your shipment correctly. Additional address details such as the street name of the Packstation are not required and may even lead to problems with delivery.

Please enter your postal number in the "Additional address details - apartment, room, etc." field and the packing station including the three-digit number in the "Address" field when placing your order in our store.

Unfortunately, we do not send express parcels. However, all orders will be
packed and dispatched as quickly as possible.

Unfortunately, it is not possible for us to specify a preferred date for your parcel. After shipping you will receive tracking information about your shipment from us.

We are sorry that your tracking link is not working! There seems to be a system error with our shipping partners. It's best to contact us directly in such cases so that we can check what's going on!

If your order cannot be delivered for various reasons - for example because of an incorrect address or because the parcel has not been collected - it will automatically be returned to the sender, i.e. to us. As soon as the parcel has been received by us and recorded as a return, you will receive a notification by e-mail.

As soon as we have handed over your order to our shipping service provider, you will receive a shipping confirmation from us by email. This will also contain your shipment number, which you can use to track the shipping status at any time directly with the shipping service provider (in Germany this is DHL).

Under certain circumstances, depending on the shipping status, we can still adjust the delivery address. Please send us a message as soon as possible to service@alpenpower.com

Once your order is in the packing or shipping process, unfortunately no more changes are possible - not even address changes.

All information regarding shipping countries can be found at alpenpower.com/pages/payment-and-shipping

As a rule, shipping within Austria takes 1-3 working days and to Germany 2-4 working days from receipt of order. As soon as your parcel leaves our warehouse, you will receive a shipping confirmation with a tracking number so that you can track your delivery at any time. You can find more information about shipping times here: alpenpower.com/pages/payment-and-shipping