Refund policy
We want every pair of Alpine Woolies to be the most comfortable socks you own. If they aren't, we'll put it right, and you won't need to post anything back to us.
Our 100-Day Warm Feet Guarantee
Wear them. Hike in them. Wash them. If within 100 days of delivery you don't love them, email us and we'll refund the pairs you're not happy with. There's no need to send them back.
- Email hello@alpinewoolies.com with your order number in the subject line and tell us which pairs, and what wasn't right.
- We refund the price you actually paid for those pairs. In a multi-pair offer, that's your order total divided by the number of pairs.
- The guarantee is one claim per customer. We'd also love to hear what we could do better; it genuinely helps.
Our 12-Month Wear Promise (bundles of 8 or more pairs)
If a pair from an order of 8 or more pairs wears a hole within 12 months of delivery, we'll send you one replacement pair, shipping included.
- Email hello@alpinewoolies.com with your order number and a photo of the hole.
- One replacement pair per order, whatever the size of the bundle. We'll match the colour and size if they're in stock.
- It covers holes from normal wear. It doesn't cover cuts, burns, snags, pet damage or shrinking in a hot dryer.
- You keep the worn pair; there's nothing to post back.
- It runs alongside the 100-day guarantee above, not instead of it.
If something arrived damaged, faulty or wrong
You choose: a free replacement, or a full refund, including any shipping you paid. Within 30 days of delivery, email us a photo of the problem and the shipping label on the parcel. You don't need to send anything back.
If the size isn't right
Email us within 100 days of delivery and we'll send the next size free. You keep the original pair. Our size guide is on every product page: if you're between sizes, we recommend sizing up.
Please don't post socks back to us
Our orders are packed by our fulfilment partner overseas, and parcels sent to our office can't be matched to an order. Everything above works without a return, so please email us first.
If your parcel never arrived
Email us with your order number. If the parcel is confirmed lost in transit, we'll send a replacement or refund you, your choice. A late delivery on its own isn't grounds for a refund; a parcel that never arrives is a different matter, and we'll sort it out.
Wrong or incomplete address
Please check your delivery address at checkout. If a parcel can't be delivered because the address entered was wrong or incomplete, we can re-send it once it comes back to us, with you paying the new shipping cost.
Chargebacks
If something has gone wrong, please talk to us first. We can almost always fix it faster than a bank dispute. If a chargeback is opened, any refund or replacement in progress is paused so you aren't paid twice. This doesn't limit any right you have with your bank or card issuer.
When you'll get your money
Once a refund is agreed we process it within 3 business days to your original payment method. Your bank usually takes another 3 to 10 business days to show it.
Your legal rights
Nothing in this policy affects your rights under the law.
Australian customers: our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.
New Zealand customers: our goods come with guarantees under the Consumer Guarantees Act 1993 that cannot be excluded.
US customers: your rights vary by state and are unaffected by this policy.
Getting hold of us
Email hello@alpinewoolies.com with your order number in the subject line and a real person will reply, usually within 24 to 48 hours.