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Our team are available 
Monday 09:00 - 17:30 BST (excluding Bank Holidays)
Tuesday 10:30 - 17:30 BST
Wednesday 10:30 - 17:30 BST
Thursday 09:00 - 17:30 BST
Friday 09:00 - 17:30 BST

Phone numbers, available between:
Monday 09:00 - 17:00 BST (excluding Bank Holidays)
Tuesday 10:30 - 17:00 BST
Wednesday 10:30 - 17:00 BST
Thursday 09:00 - 17:00 BST
Friday 09:00 - 17:00 BST

Alpkit Support

Sorry your order has not arrived as quickly as it should have.The first step is to check your tracking information. You can do this by clicking on your tracking number in either:<ul><li>Your Members Rewards Account</li><li>In the Live Chat Window</li><li>From your order despatch email</li></ul>If the tracking indicates your order has been delivered and you are in a shared space please check to see if one of your colleagues or family members has already accepted it.If your delivery appears to be stalled, lost or you do not have a tracking number please get in touch and we will make the necessary enquiries with the courier.

We will walk you through some steps to get your issue resolved as quickly as possible.

I haven't received my order, what should I do?

SHIPPING & DELIVERIES

How long will it take to receive my order?

How do I track my order?

Where will my order come from?

Where is my bike?

How do I cancel or change my order?

There is something wrong with my order, what should I do?

I received a faulty item, what should I do?

Where can I view my order history?

What are Pre Orders?

Do you offer bulk discounts?

How do I make a complaint?

What payment options do you offer?

When will you be back in stock?

Can you deduct VAT from my order?

How long is the sale on for?

Do you do student/NHS/Military/bluelight discount?

What do I do next with my repair/wash order?

Can I use more than one discount at once?

Where can I find the dimensions/stats?

How do I change my Password?

Can I collect my order in store?

ORDERING & PAYMENT

How much does shipping cost?

Do you offer free shipping?

Which couriers do you use?

Can you deliver to BFPO addresses?

Do you ship to Canada?

Do you ship to the USA?

Do you ship to Europe?

Do you ship to Australia and New Zealand?

Do I need to pay additional customs or duties charges?

What is your return policy?

Can I exchange an item for something else?

How soon will I get my refund?

How do I make a return?

What items are not eligible for return?

International Returns

How long does it take to process a return?

How do I make a warranty claim?

Have you got my return?

I haven't got a printer for my return, what do I do?

How do I get my refund if I paid by gift card?

RETURNS & EXCHANGES

Can you repair products?

Can I get a spare part for my product?

What is the Sonder 28 day ride guarantee?

What are Repair Stations?

What is the Accident Replacement Scheme?

What is Alpkit's warranty policy?

What is the Alpine Bond?

WARRANTY & REPAIRS

Setting up your bike once you receive it

How to choose the right size bike

Can I demo a bike?

How to buy a bike through Cycle to Work

Cycle to Work Vouchers

What size El Camino is for me?

How does the e-bike motor work?

What is the best drive system for an electric bike, hub drive or mid-drive?

What kind of terrain can an electric gravel bike handle?

How long does it take to charge the El Camino battery?

Is the El Camino battery and motor replaceable?

What is the life expectancy of the El Camino battery?

How do I charge the El Camino ebike battery?

What kind of battery does the El Camino use?

How do you operate the El Camino?

Can I legally ride electric bikes on public roads? Do  I need tax, insurance or a licence to ride an e-bikes?

Can I use an electric bike for long distance rides, multi-day touring and bikepacking?

Do I need to pedal to ride El Camino?

What is the ideal gearing for a gravel bike?

Can I ride an electric bike if the battery is flat?

What electronic drive system does El Camino use?

El Camino

29-inch vs 27.5-inch mtb wheels: Making the Right Choice

700c vs 650b wheel sets for Gravel Bikes

Wheelsets

SONDER BIKES

Technology

Where can I find product instructions?

Washing your outdoor clothing

Clothing

Oxbow canoe quick start guide

Paddleboard quick start guide

Nest roof tent quick start guide

Lookout roof tent quick start guide

Can I put my cookware in a dishwasher?

How do I look after my neoprene wetsuit?

How do I fix a hole in a dry bag or waterproof jacket?

How to rewax your waxed cotton bag

How do I repair holes in my wetsuit?

How do I create a frame bag template?

Equipment

Can I zip 2 sleeping bags together?

Camping

ALPKIT PRODUCTS

How do I create a Members Rewards account?

What are Member Rewards?

How do I unsubscribe from direct mail

How do I unsubscribe from email?

When will I receive my Member Rewards Dividend Codes?

How do I use my Members Rewards?

How are the value of my  Dividend Codes calculated?

Can I share my Dividend Codes?

I cannot create a Member Rewards Account

Can I use my Members Rewards Account across all Alpkit sites?

How do I change my account email address?

MEMBER REWARDS

Where can I find Alpkit stores?

Can I redeem my Gift Vouchers in stores?

How can I sign up for an Alpkit or Sonder event?

Can I hire a bouldering pad?

Christmas opening hours

Where is the Big Shakeout?

Can I bring my pets to the Big Shakeout?

Can I book on an AKF School of Adventure activity without a weekend pass?

Will School of Adventure activities still go on if the weather is bad?

When will I receive my Big Shakeout tickets?

Are there facilities for disabled guests at the Big Shakeout?

Is there any parking, and what if I am in a camper van?

Can I make a Big Shakeout group booking?

What about under 18s?

What is the Big Shakeout cancellation policy?

Can I get a Big Shakeout day ticket?

What time can I arrive/what time should I leave?

Big Shakeout

STORES & EVENTS

How can I donate my kit to Continuum?

How to apply to the Alpkit Foundation?

Where will my donated kit end up?

FOUNDATION & CONTINUUM

Sponsorship and Marketing

PARTNERSHIPS

I haven't received my order, what should I do?Updated 3 months ago