Shipping and returns

Last updated: 12 August 2026

This Shipping, Returns & Withdrawal Policy applies to purchases made through alpepiano.com. It forms part of and should be read together with our Terms of Service.

Alpe Piano is a brand owned and operated by GLUECKLICH OHG DES CHRISTOPH STEINER & CO. Nothing in this policy limits any mandatory consumer rights.

Shipping

We endeavour to pack and dispatch orders within 24 hours after the order has been accepted and payment has been authorised.

Orders are not normally processed or dispatched on weekends or public holidays. Processing may take longer during particularly busy periods. Body-care products are packaged with care and securely prepared for transport.

We ship internationally to the countries and regions available during checkout. Available shipping methods, final costs and estimated delivery times are displayed before the order is submitted.

European Union

• Orders below €150: €15

• Orders of €150 or more: free shipping

• Estimated delivery after dispatch: 2–4 working days

United Kingdom and Switzerland

• Orders below €250: €30

• Orders of €250 or more: €45

• Estimated delivery after dispatch: 3–5 working days

Other international destinations

• Orders below €250: €30

• Orders of €250 or more: €55

• Estimated delivery after dispatch: 5–7 working days

The shipping costs displayed during checkout apply to the order.

Delivery times are estimates calculated from dispatch and are not guaranteed unless expressly agreed otherwise. Delays may occur due to customs procedures, public holidays, severe weather, transport disruptions, busy periods or circumstances outside our reasonable control.

For consumer orders, we deliver without undue delay and, unless another period has been expressly agreed, no later than 30 days after conclusion of the contract.

Customs, duties and taxes

Orders delivered outside the European Union may be subject to import VAT, customs duties, customs-clearance fees or other charges imposed by the destination country.

Unless expressly stated otherwise during checkout, these charges are not included in the product price or shipping cost and must be paid by the customer.

The customer is responsible for providing any information or documentation reasonably required for customs clearance.

Delivery and transfer of risk

Please ensure that the delivery address and contact information provided with the order are complete and accurate.

For consumer orders, the risk of loss of or damage to the goods passes to the customer when the customer, or a designated third party other than the carrier, physically receives the goods.

If the customer independently appoints a carrier not offered by us, risk passes when the goods are handed over to that carrier, as provided by applicable law.

We are not responsible for delays or additional costs caused by an incorrect or incomplete address supplied by the customer. If a parcel is returned following an unsuccessful delivery caused by incorrect information or a failure to accept delivery, we may request payment of the reasonable reshipping costs.

Statutory right of withdrawal

Consumers generally have the right to withdraw from an online purchase without giving a reason within 14 days.

The period begins on the day after the consumer, or a designated third party other than the carrier, physically receives:

• the goods;

• the final item where products from one order are delivered separately; or

• the final lot or piece where goods are delivered in several lots or pieces.

To exercise this right, you must inform us through an unequivocal declaration before the 14-day period expires.

You may notify us:

• by email at we@alpepiano.com;

• by post at the address below; or

• through our optional Withdrawal Form.

Using the Withdrawal Form is not mandatory.

Returning the goods

After notifying us of your withdrawal, the goods must be returned without undue delay and no later than 14 days after submitting the withdrawal declaration.

Returns must be sent or personally delivered to:

Alpe Piano
c/o GLUECKLICH OHG DES CHRISTOPH STEINER & CO.
Piazza Municipio 11
39057 Appiano sulla Strada del Vino (BZ)
Italy

Unless otherwise stated, the customer bears the direct cost of an ordinary return.

Returned goods must be packaged with reasonable care. Original packaging is recommended where available but is not required to exercise the statutory right of withdrawal.

Consumers may inspect and try products as reasonably permitted in a physical shop. The consumer is responsible only for diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.

Refunds following withdrawal

Where the statutory right of withdrawal is validly exercised, we refund all payments received for the returned goods, including the cost of the least expensive standard delivery method offered for the order.

Additional costs resulting from the customer choosing express or more expensive delivery are not refunded beyond the cost of standard delivery.

Refunds are made without undue delay and no later than 14 days after we are informed of the withdrawal. We may withhold the refund until we receive the returned goods or the customer provides evidence that the goods have been returned, whichever occurs first.

Refunds are made using the original payment method unless another method is expressly agreed. We do not charge a refund fee.

Voluntary 30-day returns

In addition to the statutory withdrawal right, we offer consumers a voluntary return period of up to 30 days after receipt.

After the statutory withdrawal period has expired, a voluntary return is accepted only if the product:

• is unworn, unwashed and unused;

• is in its original, resalable condition;

• has its original labels and tags attached;

• is securely packaged; and

• is accompanied by reasonable evidence of purchase.

The customer bears the direct return costs. Products may also be returned personally to our address in Appiano sulla Strada del Vino without shipping costs.

The voluntary return service does not apply to:

• Alpe Piano eGift Cards;

• products damaged after delivery through misuse or improper handling;

• opened products that cannot reasonably be resold for health-protection or hygiene reasons, where this exclusion was disclosed before purchase; or

• other products expressly identified as excluded before purchase, where legally permitted.

These exclusions do not restrict statutory withdrawal rights or rights concerning defective or non-conforming goods.

Size and colour exchanges

Customers may request an exchange for another available size or colour within 30 days after receiving the product.

The product must be unworn, unwashed and unused and must remain in its original, resalable condition with its labels and tags attached.

Exchanges are subject to availability. The customer bears the direct costs of returning the original product and shipping the replacement.

If the requested size or colour is unavailable, we may offer another product, a refund or store credit. Any substitute product or store credit requires the customer’s agreement.

eGift Cards

Alpe Piano eGift Cards cannot be voluntarily refunded, exchanged for cash or redeemed for cash. This does not affect mandatory withdrawal or refund rights provided by applicable law.

Alpe Piano eGift Cards are redeemable exclusively through alpepiano.com and cannot be used at gluecklich.it or in physical stores.

They are ordinarily valid for one year from the date of purchase unless mandatory local law requires a longer period or prohibits expiry. Where mandatory local law provides greater protection, that rule applies.

Damaged, incorrect or non-conforming goods

The statutory withdrawal right and voluntary return service are separate from the legal guarantee of conformity.

If a product arrives damaged, is incorrect or does not conform to the contract, please contact us promptly at we@alpepiano.com. Include the order number, a description of the issue and, where reasonably possible, photographs.

Where the customer is entitled to a statutory remedy, the necessary return, repair or replacement costs will not be charged to the consumer.

Further information about the legal guarantee is available in our Terms of Service.

Exceptions to withdrawal

The statutory right of withdrawal does not apply in the cases established by Article 59 of the Italian Consumer Code and other applicable legislation.

An exception applies only where its legal requirements are satisfied and the customer was properly informed before placing the order.

Body-care products are not automatically excluded solely because they are classified as body-care products.

Business orders

Business-to-business orders and shipping arrangements are handled separately. Businesses may contact us at we@alpepiano.com.

Contact

Alpe Piano
A brand of GLUECKLICH OHG DES CHRISTOPH STEINER & CO.
Piazza Municipio 11
39057 Appiano sulla Strada del Vino (BZ)
Italy
Email: we@alpepiano.com
Telephone: +39 0471 974989