Terms of service

Last updated: 12 August 2026

Introduction and seller information

Alpe Piano is a brand owned and operated by:

GLUECKLICH OHG DES CHRISTOPH STEINER & CO.
Piazza Municipio 11
39057 Appiano sulla Strada del Vino (BZ)
Italy
VAT and tax number: IT02803430210
Registered with the Bolzano/Bozen Chamber of Commerce
REA number: BZ-206971
PEC: gluecklich@pec.bz.it
Email: we@alpepiano.com
Telephone: +39 0471 974989
Legal representative: Christoph Steiner

Hereinafter referred to as the “Seller”, “we”, “us” or “our”.

The Seller operates the website alpepiano.com, hereinafter referred to as the “Website”, under the Alpe Piano brand.

It is specified that:

  • the Website is operated by the Seller for the online sale of products under the Alpe Piano brand;

  • the Website is primarily intended for transactions between the Seller and consumers;

  • a “Consumer” is a natural person acting for purposes outside their trade, business, craft or profession;

  • these Terms of Service govern purchases made through the Website;

  • the Alpe Piano name, brand and logo are owned or controlled by the Seller; and

  • this introduction forms an integral part of these Terms of Service.

The following is agreed.

1. Object and scope

1.1 These Terms of Service govern the distance purchase of products offered through the Website.

1.2 The Seller sells and the customer purchases the products selected through the online ordering procedure.

1.3 These Terms apply to consumer purchases. Separate or additional conditions may apply to purchases made for business or professional purposes.

1.4 These Terms should be read together with the Shipping Policy, Returns and Withdrawal Policy, Privacy Policy and any product-specific conditions made available on the Website.

1.5 Nothing in these Terms limits or excludes mandatory rights granted to consumers under applicable law.

2. Product information and availability

2.1 The essential characteristics of each product are described on the relevant product page.

2.2 We take reasonable care to ensure that product descriptions, measurements, materials, colours, prices and images are accurate.

2.3 Product colours and visual details may appear differently depending on the customer’s screen, device settings and lighting. Images are provided for illustrative purposes and may not reproduce every visual characteristic exactly.

2.4 Minor variations resulting from materials, production methods or screen display do not constitute a lack of conformity where the product otherwise corresponds to the contract and the variation does not materially affect its quality or intended use.

2.5 Product availability may change. Placing a product in the shopping cart does not reserve it.

2.6 If a product becomes unavailable after an order has been submitted, we will inform the customer without undue delay. Any payment collected for an unavailable product will be refunded.

2.7 Products are sold only in quantities reasonably consistent with personal use unless we expressly agree otherwise.

3. Ordering procedure

3.1 Orders are placed by completing the ordering procedure provided on the Website.

3.2 Before submitting an order, the customer can review the selected products, quantities, delivery details, payment information, shipping costs and total price and correct any errors.

3.3 The customer is responsible for ensuring that the information submitted with the order is complete and accurate.

3.4 By activating the final checkout button that clearly indicates an obligation to pay, the customer submits a binding offer to purchase the products contained in the order.

3.5 The ordering procedure can be cancelled before submission by leaving the checkout or closing the browser window.

3.6 After the order has been submitted, the customer will receive an electronic acknowledgement or order confirmation containing the essential details of the order.

4. Conclusion of the contract

4.1 Receipt of an order does not oblige us to accept it.

4.2 The purchase contract is concluded when we send the customer an email expressly confirming acceptance of the order.

4.3 An automatically generated acknowledgement stating only that the order has been received does not constitute acceptance unless the communication expressly confirms the order.

4.4 We may refuse or cancel an order before acceptance where, for example:

  • the product is unavailable;

  • payment has not been authorised;

  • the customer’s information is incomplete or manifestly incorrect;

  • delivery to the selected destination is unavailable;

  • there is an obvious error concerning the product, price or promotion;

  • the ordered quantity is not reasonably consistent with personal use; or

  • there are reasonable grounds to suspect fraud, misuse or an unlawful transaction.

4.5 If payment has already been collected for an order that we do not accept, the amount collected will be refunded without undue delay.

4.6 Where only part of an order is available, we may offer to accept the order partially. The customer will be informed and will only be charged for the products included in the accepted order.

4.7 Orders and contractual information are stored electronically in accordance with applicable legal, accounting, confidentiality and data-security requirements.

5. Prices and costs

5.1 Product prices are displayed in euros unless another currency is expressly shown.

5.2 Prices displayed to consumers include applicable VAT unless expressly indicated otherwise.

5.3 Shipping costs depend on the order value and destination. Applicable shipping costs are displayed before the order is submitted.

5.4 For deliveries outside the European Union, import VAT, customs duties, customs-clearance fees and other destination-country charges may apply.

5.5 Unless expressly stated otherwise during checkout, import VAT, customs duties, customs-clearance fees and comparable charges are not included in the product price or shipping cost and must be paid by the customer.

5.6 The total amount payable through the Website, including the product price, applicable taxes collected by us and shipping costs charged by us, is displayed before the customer submits the order.

5.7 If a product is displayed with an obvious pricing error, we may refuse the order before acceptance. We will inform the customer and, where appropriate, allow the customer to place a new order at the correct price.

5.8 Price reductions and promotional prices are presented in accordance with applicable price-indication legislation. Where required, the prior price shown is the lowest price applied during the legally relevant period before the reduction.

6. Payment

6.1 The payment methods available for a particular order are displayed during checkout.

6.2 Depending on the country, order and technical availability, payment methods may include payment cards and other payment methods supported by Shopify Payments or another displayed payment provider.

6.3 Where expressly offered, payment may also be made through PayPal, bank transfer, instant bank transfer or payment when collecting the goods.

6.4 Where payment by bank transfer is offered, payment shall be made using the bank details provided during checkout or in the order confirmation.

6.5 Products paid for by bank transfer will normally be dispatched only after payment has been received. If payment is not received within the stated payment period, the order may be cancelled.

6.6 Payment-card transactions and other electronic payments may be processed by third-party payment providers. Their services may also be governed by their own terms and privacy information.

6.7 We are not responsible for a payment provider’s refusal to authorise a transaction. This does not affect our responsibility for amounts successfully received by us.

6.8 The customer must not use a payment method fraudulently or without the account holder’s authorisation.

7. Shipping and delivery

7.1 Orders are shipped to the countries and regions available for selection during checkout.

7.2 Shipping may not be available to every country, region or address. The available shipping methods, final shipping costs and estimated delivery times are displayed before the order is submitted.

7.3 We endeavour to pack and dispatch accepted and authorised orders within 24 hours.

7.4 Orders are not normally processed or dispatched on weekends or public holidays. Processing may take longer during particularly busy periods or due to circumstances outside our reasonable control.

7.5 Body-care products are packaged with care and securely prepared for transport.

7.6 Unless the checkout states otherwise, the following shipping conditions apply.

European Union

For orders below €150, the shipping cost is €15.

Orders with a value of €150 or more qualify for free shipping.

The estimated delivery time after dispatch is 2–4 working days.

United Kingdom and Switzerland

For orders below €250, the shipping cost is €30.

For orders with a value of €250 or more, the shipping cost is €45.

The estimated delivery time after dispatch is 3–5 working days.

Other international destinations

For orders below €250, the shipping cost is €30.

For orders with a value of €250 or more, the shipping cost is €55.

The estimated delivery time after dispatch is 5–7 working days.

7.7 The shipping costs displayed during checkout apply to the order.

7.8 Delivery periods are estimates calculated from dispatch and are not guaranteed unless expressly agreed otherwise.

7.9 Delivery may take longer due to customs procedures, public holidays, severe weather, transport disruptions, particularly busy periods or other circumstances outside our reasonable control.

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

7.11 If we become aware of a significant delay, we will inform the customer using the contact details provided with the order.

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

7.13 The customer must ensure that the delivery address and contact information are complete and accurate.

7.14 We are not responsible for delays or additional costs caused solely by an incorrect or incomplete address supplied by the customer.

7.15 If a parcel is returned following an unsuccessful delivery caused by incorrect information or an unjustified failure to accept delivery, we may request payment of the reasonable cost of reshipping it.

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

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

7.18 Upon delivery, the customer should check whether the shipment corresponds to the order and whether the packaging shows visible damage. Where reasonably possible, visible transport damage should be reported promptly to the carrier and to us. Failure to report visible damage immediately does not remove the customer’s mandatory statutory rights.

7.19 Further information is provided in the Shipping Policy published on the Website. If the shipping information displayed during checkout differs from the general estimates in this section, the information displayed for the specific order applies.

8. Statutory right of withdrawal

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

8.2 For purchases of goods, the withdrawal period begins on the day after the Consumer, or a third party designated by the Consumer other than the carrier, physically receives:

  • the goods;

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

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

8.3 To meet the deadline, it is sufficient for the Consumer to submit the withdrawal declaration before the 14-day period expires.

8.4 To exercise the right of withdrawal, the Consumer must inform us through an unequivocal declaration.

The declaration may be submitted:

  • through the online withdrawal function provided on the Returns and Withdrawal page;

  • by email to we@alpepiano.com;

  • by post to the address stated below; or

  • using the optional model withdrawal form contained in the Returns and Withdrawal Policy.

8.5 Withdrawal communications and returns must be addressed to:

Alpe Piano
c/o 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

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

8.7 Unless otherwise stated, the Consumer bears the direct cost of returning goods following an ordinary withdrawal.

8.8 Returned goods must be packaged with reasonable care. Use of the original packaging is recommended where available but is not a condition for exercising the statutory right of withdrawal.

8.9 Consumers may inspect and try products in a manner comparable to what would reasonably be permitted in a physical shop.

8.10 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.

8.11 If 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.

8.12 Additional costs resulting from the customer’s choice of express or more expensive delivery are not refunded beyond the cost of standard delivery.

8.13 Refunds are made without undue delay and no later than 14 days after we are informed of the withdrawal.

8.14 We may withhold the refund until we receive the returned goods or the Consumer provides evidence that the goods have been returned, whichever occurs first.

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

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

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

8.18 Body-care products are not automatically excluded from withdrawal solely because they are classified as body-care products. An exclusion for health-protection or hygiene reasons applies only where the applicable legal conditions are met, including where the sealed product is unsuitable for return after opening and the seal was removed after delivery.

8.19 Full instructions and the model withdrawal form are provided in the Returns and Withdrawal Policy.

9. Voluntary returns and exchanges

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

9.2 A voluntary return made after the statutory withdrawal period has expired is available only where the product:

  • is unworn, unwashed and unused;

  • remains in its original, resalable condition;

  • has its original labels and tags attached;

  • is securely packaged; and

  • is accompanied by reasonable evidence of purchase.

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

9.4 The voluntary return policy does not apply to:

  • eGift Cards;

  • products damaged after delivery through misuse or improper handling;

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

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

9.5 These voluntary exclusions do not restrict the statutory right of withdrawal or rights concerning defective, damaged, incorrect or non-conforming goods.

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

9.7 Products submitted for exchange must be unworn, unwashed, unused and in their original, resalable condition, with the original labels and tags attached.

9.8 Exchanges are subject to availability.

9.9 The customer bears the direct shipping costs associated with a voluntary exchange, including the cost of returning the original product and shipping the replacement product.

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

10. Alpe Piano eGift Cards

10.1 Alpe Piano eGift Cards are redeemable exclusively through alpepiano.com.

10.2 Alpe Piano eGift Cards cannot be redeemed through gluecklich.it or in the physical Glücklich or Alpe Piano store.

10.3 Alpe Piano eGift Cards are ordinarily valid for one year from the date of purchase unless mandatory local law requires a longer validity period or prohibits expiry.

10.4 Where mandatory local law requires a longer validity period or prohibits expiry, the applicable mandatory local rule prevails.

10.5 The applicable expiry date or validity information will be provided with the eGift Card.

10.6 eGift Cards may be used toward eligible purchases available on alpepiano.com. If the purchase value is lower than the available balance, the remaining balance may be used for a later eligible purchase during the applicable validity period.

10.7 If the purchase value exceeds the available balance, the remaining amount must be paid using another payment method accepted during checkout.

10.8 Unless mandatory law provides otherwise, eGift Cards:

  • cannot be redeemed or exchanged for cash;

  • cannot be used to purchase another eGift Card;

  • are not covered by the voluntary 30-day return service; and

  • may not be resold or used for unauthorised commercial purposes.

10.9 Loss, theft or unauthorised use of an eGift Card should be reported promptly to we@alpepiano.com. Replacement is not guaranteed unless required by law or we can reliably verify the remaining balance and prevent further use.

10.10 Statutory withdrawal or refund rights relating to an eGift Card remain unaffected where applicable.

10.11 Where the customer requests immediate supply or activation of an eGift Card during a statutory withdrawal period, any limitation or loss of the withdrawal right applies only if all conditions required by applicable law have been satisfied.

11. Legal guarantee of conformity

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

11.2 Consumers are entitled to the mandatory legal guarantee of conformity under Articles 128 and following of the Italian Consumer Code.

11.3 The Seller is responsible for a lack of conformity that exists when the goods are delivered and becomes apparent within two years after delivery, subject to applicable law.

11.4 A product may lack conformity where, for example, it:

  • does not correspond to its description, type, quantity or quality;

  • does not possess the functionality, compatibility or other characteristics stated in the contract;

  • is not fit for the particular purpose made known to and accepted by the Seller;

  • is not supplied with the accessories or instructions required by the contract;

  • is not fit for the purposes for which goods of the same type would ordinarily be used; or

  • does not possess the quality, durability, safety or other characteristics a Consumer may reasonably expect.

11.5 Where a product lacks conformity, the Consumer is entitled to the remedies provided by applicable law.

11.6 Depending on the circumstances and statutory requirements, these remedies may include repair or replacement free of charge, an appropriate reduction in price or termination of the contract.

11.7 The Consumer may contact us regarding a damaged, incorrect or potentially non-conforming product at we@alpepiano.com.

11.8 The customer should provide the order number, a description of the issue and, where reasonably possible, photographs that help us assess the matter.

11.9 Where the customer is entitled to a statutory remedy for a defective, damaged, incorrect or non-conforming product, the necessary return, repair or replacement costs will not be charged to the Consumer.

11.10 Any commercial warranty, Care & Repair service or other additional service offered by Alpe Piano does not replace, restrict or otherwise affect the mandatory legal guarantee.

12. Customer obligations

12.1 The customer must pay the purchase price within the period and using the payment method indicated during checkout or in the order confirmation.

12.2 The customer must provide truthful, complete and accurate personal, billing, delivery and contact information.

12.3 It is prohibited to submit false, fictitious or third-party information without authorisation.

12.4 The customer is responsible for verifying the information submitted before placing the order and for informing us promptly if an error is identified.

12.5 To the extent permitted by law, the customer is responsible for incorrect tax or commercial documents resulting solely from inaccurate information supplied by the customer.

12.6 The customer must not misuse the Website, interfere with its operation, attempt unauthorised access or use it for fraudulent or unlawful purposes.

13. Liability

13.1 Nothing in these Terms excludes or restricts liability or consumer rights that cannot legally be excluded or restricted.

13.2 We are not liable for a delay or failure caused by an event beyond our reasonable control, including natural disasters, fires, floods, severe weather, strikes, transport interruptions, governmental measures, customs disruption or failures of essential communications infrastructure.

13.3 Where such an event affects delivery or performance, we will take reasonable steps to limit its effects and inform affected customers where appropriate.

13.4 Force majeure does not remove the customer’s mandatory rights concerning delivery, withdrawal, reimbursement, conformity or termination.

13.5 We are not responsible for temporary interruptions of the Website or third-party services that are beyond our reasonable control.

13.6 We remain responsible where loss results from our intent, gross negligence, breach of mandatory obligations or another basis of liability that cannot lawfully be excluded.

13.7 We are not responsible for fraudulent or unauthorised use of payment instruments by third parties where we have adopted the security and diligence measures required by law. This does not affect rights available to the customer under mandatory payment-services legislation.

13.8 For customers acting for business or professional purposes, liability may be subject to additional limitations agreed separately, to the extent permitted by law.

14. Intellectual property

14.1 The Alpe Piano brand, name, logo, product designs, photographs, graphics, Website design, text and other Website content are owned by or licensed to the Seller and protected by applicable intellectual-property laws.

14.2 Website content may not be reproduced, distributed, modified, publicly displayed, commercially exploited or made available to third parties without authorisation, except where permitted by law.

14.3 Purchase of a product does not transfer any intellectual-property right in the Alpe Piano brand, product design or Website content.

15. Personal data

15.1 Personal data is processed in accordance with Regulation (EU) 2016/679, applicable Italian data-protection legislation and the Privacy Policy published on the Website.

15.2 Personal data necessary to process and fulfil an order may be processed for the performance of the contract and compliance with legal obligations.

15.3 The customer is not required to consent to the Privacy Policy as a contractual term. Where consent is legally required for a separate processing activity, it will be requested separately.

15.4 The Privacy Policy explains the purposes and legal bases of processing, recipients of personal data, applicable retention periods, international transfers and the rights available to data subjects.

16. Communications and complaints

16.1 Order-related communications will normally be sent electronically to the email address provided by the customer.

16.2 The customer is responsible for ensuring that the email address is accurate and accessible.

16.3 Questions, complaints, withdrawal declarations and other communications may be sent to:

Alpe Piano
c/o 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

16.4 To help us process an enquiry efficiently, customers should provide the order number and a clear description of the matter.

16.5 We will endeavour to resolve complaints fairly and amicably.

16.6 Consumers may contact a competent consumer alternative dispute resolution body where one is available.

16.7 We are not obliged to participate in a particular alternative dispute resolution procedure unless required by law or expressly agreed by us.

17. Applicable law and jurisdiction

17.1 These Terms and contracts concluded through the Website are governed by Italian law.

17.2 The choice of Italian law does not deprive a Consumer of mandatory protections granted by the law of the country in which the Consumer habitually resides where those protections apply under European or other applicable private international law.

17.3 Consumers may bring proceedings before the courts competent under applicable consumer-protection and jurisdiction rules.

17.4 Nothing in these Terms restricts a Consumer’s right to bring proceedings before the courts of their place of domicile or habitual residence where that right is provided by applicable law.

17.5 If the purchaser is not a Consumer, the courts of Bolzano, Italy, shall have exclusive jurisdiction to the extent permitted by law.

18. Final provisions

18.1 These Terms constitute the general agreement governing purchases through the Website together with the policies and order-specific information expressly incorporated into the contract.

18.2 If an individual provision is found to be invalid, unlawful or unenforceable, the remaining provisions will remain in effect.

18.3 Failure to enforce a provision does not constitute a waiver of that provision or any related right.

18.4 We may update these Terms to reflect legal, regulatory, technical or operational changes.

18.5 The version applicable to an order is the version made available when the order was submitted. Later changes do not apply retroactively to an already concluded contract unless required by law or expressly agreed with the customer.

18.6 These Terms are provided in English. Mandatory consumer information must also be made available in any additional language required by the law applicable to the relevant sale or market.

18.7 For matters not expressly addressed in these Terms, applicable provisions of Italian law and any mandatory consumer protections that cannot be excluded remain applicable.