Alpinetrek.co.uk Reviews 

I ordered a pair of shoes on their website and they never arrived at our house. I have written three times on their customer form but not heard back even an answer! Very poor customer service! I lost 130 pounds!

I have sent 3x customer form as requested and not heard back, this is now >30 days ago as well as tried different email addresses I looked up. Here the details:

Customer number:
45033413
Order number:
53040963
Date:
Thursday, May 21, 2026

Many thanks for your reply. I have checked through all my email folders and not received a single email from your team. Please could you let me know the best way forward?

good price and communication, easy returns.

Worst customer service
My delivery was sent to my work address when it was closed left outside on the doorstep in the evening I had to contact a colleague who lived near by to go & collect it, o sent pics to the customer services before I had arranged someone to collect it for me weeks later still no reply!!!

Great comms, fast dispatch and arrived from Germany to my doorstep two days earlier than expected! Only three working days! Will certainly use again.

Send emails saying order shipped yet still in there warehouse ,

Ordered a couple of Scarpa boots. Pleased with the product, genuine scarpa. No problem whatsoever with the delivery experience either. Savings were so good that my husband ordered some items. Again really pleased with ordering process, quality of goods and the delivery process. From ordering to delivery 10 days. Very satisfied.

Very disappointing experience. Alpine Trek presents itself as a premium retailer, but my experience of its customer service was extremely poor.

I purchased a pair of Groundies Bay shoes from Alpine Trek. Within minutes of placing my order, I discovered that the official Groundies website was running a month-long 30% promotion across its entire range, including the exact same shoes.

I contacted Alpine Trek immediately to ask whether they would honour the manufacturer’s own promotional price. They refused, stating that they “don’t match with other stores.” This was after several automated replies that completely got my message wrong (clearly an overuse of AI).

This response made little sense. I wasn’t asking them to match an unrelated third-party retailer. I was asking them to match the official manufacturer, which was openly selling the identical product at a substantially lower price.

While retailers are free to set their own prices, UK consumers are entitled to expect fair, transparent and customer-focused treatment. In my view, Alpine Trek’s approach fell well short of those expectations. A simple gesture of goodwill would have retained a customer. Instead, they chose not to.

My advice to anyone considering buying from Alpine Trek: do not do it.

Their FAQ states "Can I change or cancel my order after it has been submitted? We can only cancel your order up to a certain point in the packing and shipping process. After this, cancellations are no longer possible. Please note, however, that your order will be ready to ship within just a few hours after we receive it. For this reason, please contact us as soon as possible with your cancellation request.”

So I submitted an amendment/cancellation request one minute after ordering. Their system just instantly replied "Unfortunately, we’re unable to make changes to your order as requested — even if you haven’t received the shipping confirmation with tracking yet."

So their FAQ is emphatically lying, or most generously, outdated, presumably due to cutting support staff.

Good prices & communication.
Delivery on time & well packaged.

An easy order process, with a quick delivery time and good tracking.
Just about as good as it can be

Incorrect size sent on a recent order and despite several attempts to contact them I only get a BOT reply advising me that I can pay to return the item and then pay again to order the correct size! Can’t seem to get hold of a human. I have no issue with paying for delivery for my mistake but not for theirs. Will not be ordering again, no matter how good the pricing may look. Very poor service

Good T-shirt at a fair price delivered as promised.

Good price, easy to order and kept up to date with delivery which was slightly earlier than expected
Excellent service

Ordered on the 7th and arrived on the 17th. Contacted customer services re the delay and their response was prompt. The package was delivered 2 days later. Please note, as it's not obvious due to the .co.uk website, this is not a UK based firm. They are in Germany and it appears products get held up in customs. Can't fault the price, product or customer service, but waiting 10 days for a package (which you assume is coming from the UK) is a bit long.

I ordered some shoes that I couldn't get my size locally. Decent price and an introductory offer.
However, had not realised they are based in Germany. The name is very misleading.
However, despite taking longer, delivery was very quick once with Amazon courier in UK.

I have all good things to say about the customer service I have received from Alpine Trek. Unfortunately the courier used for my order was Amazon Shipping which I have nothing good to say about at all. My order after sitting in their local depot for the day it was supposed to be delivered was then marked the next day as undeliverable and returned to sender with no other information. The day that it sat in the depot for was also cleared from the tracking history. Message from shipping:
Unfortunately, a problem occurred during shipping and we had to cancel your delivery. Please contact ALPINETREK.CO.UK for help with this package.

Alpine Trek were unfortunately “not able to see any additional details on why the shipment was marked as undeliverable by Amazon Shipping, as no further information has been provided on their side.” but they were very apologetic and immediately initiated a refund which I received on the same date it was initiated. I won’t be ordering again from Alpine Trek solely as a result of the courier used.

I've ordered twice from this company & had no issues; the communication was excellent on both occasions.
The pricing is also very competitive when offers are on.

After a lot of hassle I finally got a refund on the money they weren’t authorised to take. However, the amount they refunded was less than the amount they took for no apparent reason. I’m now in dispute to get the money back that I paid. This would be regarded as sharp practice if it was in the U.K.

Avoid them

I've used AlpineTrek before and never had an issue, but this time round the order was delayed. Admittedly after contacting them via the webform my order did get released and arrived a couple of days later, but had I known that the order was going to take them 9 days to fulfill I probably wouldn't have used them.
I always thought AlpineTrek were a premium store and so didn't mind paying that bit more for a good service, but this time round it just didn't happen. I also didn't appreciate that they are based in Germany despite being a .co.uk domain.