Delivery and Shipping policy

Last updated 30th November 2024

Alpine Tones Illustration is a trading name of Alpine Tones GmbH. Alpine Tones GmbH is referred to as “we”, “us”, or “our” throughout this Delivery and Shipping policy. 

Contact

This website is operated by Alpine Tones GmbH, registered in Switzerland. Our contact email address is victoria@alpinetonesillustration.com

Delivery

Processing time

The time we need to prepare an order for dispatch varies. Please see individual products and services for details.

Estimated delivery times

For estimated delivery times, please contact us and we can let you know.

These delivery times are estimates only and cannot be guaranteed. Actual delivery time will depend on the delivery method you choose, your location, and the time of year (i.e. Christmas)

We cannot and do not guarantee delivery in time for Christmas.

We will ensure delivery of the products, to the location specified, by the time or within the agreed period or, failing any agreement, without undue delay and, in any event, not more than 30 days after the agreed delivery date.

In any case, regardless of events beyond our control, if we do not deliver the Goods on time, you can (in addition to any other remedies) treat the Contract at an end if:

  • we have refused to deliver the Goods, or if delivery on time is essential taking into account all the relevant circumstances at the time the Contract was made, or you said to us before the Contract was made that delivery on time was essential; or

  • after we have failed to deliver on time, you have specified a later period which is appropriate to the circumstances and we have not delivered within that period.

You agree we may deliver the Goods in instalments if we suffer a shortage of stock or other genuine and fair reason, subject to the above provisions and provided you are not liable for extra charges.

If you or your nominee fail, through no fault of ours, to take delivery of the Goods at the Delivery Location, we may charge the reasonable costs of redelivering them.

The Goods will become your responsibility from the completion of delivery. You must, if reasonably practicable, examine the Goods before accepting them.

We are not responsible for any costs incurred if you provide us with an incorrect delivery address.

Additional policy for clothing dispatch & delivery

All items of clothing are made to order and shipped directly from the printers. Items are usually dispatched within 7-10 working days. This is only an estimate and due to the nature of these products, actual dispatch times may be longer.

Estimated delivery times: Canada 2-6 business days, Europe & UK 2-6 business days. Switzerland & Liechtenstein 5-7 business days, USA 2-5 business days. These are only estimates and actual delivery times may be longer. Please note that delivery times are in addition to dispatch times.

Please note that due to the nature of made to order products, these estimates may be longer than expected. Please view your tracking page for more information.

Shipping costs

Shipping costs are provided at checkout depending on your location and products ordered. All original artworks are sent using tracked shipping.

Customs and import taxes

Items of clothing are shipped from either the EU or the USA depending on your location and therefore customs and import taxes may apply. You are responsible for any customs and import taxes that may apply, for deliveries as well as returns. Customs and import taxes are not included in any product or shipping prices. We are not responsible for delays due to customs.

In the event that your order has been unclaimed from delivery or customs fees have not been paid, no replacement or refund will be offered. 

Returns, exchanges & cancellations 

We will accept returns and cancellations under certain conditions.

Contact us by email within: 7 days of delivery

Dispatch items back within: 14 days of delivery

Request a cancellation within: 12 hours of purchase

Buyers are responsible for return postage costs. If the item is not returned in its original condition, the buyer is responsible for any loss in value.

Refunds will only be given once we have received the items in their original condition. A refund will only be issued if the item is returned in its original condition. You will incur any fees, including but not limited to, payment processing fees, exchange rates, shipping costs, import taxes, and customs fees.

We do not accept exchanges.

Because of the nature of these items, unless they arrive damaged or defective, we do not accept returns or issue refunds for:

  • Custom, bespoke or personalised orders

  • Made to order clothing

  • Gift cards

  • Digital downloads

  • Online courses and tutorials

  • Items on sale

  • Items that were ordered using a discount code or free shipping code

  • Certain other items not suitable for return due to health protection or hygiene reasons

Please contact us if you have any problems with your order at the email address given above.

The cancellation period will expire after 14 days from the day on which you acquire, or a third party, other than the carrier indicated by you, acquires physical possession of the last of the Goods. In a contract for the supply of goods over time (i.e. subscriptions), the right to cancel will be 14 days after the first delivery.

Product and service descriptions and specifications

We have made every effort to display as accurately as possible the colours and images of products that appear on this website, however we cannot guarantee that your computer or viewing device will display these colours accurately.

Any description is for illustrative purposes only and there may be small discrepancies in the size and colour of the products supplied.

In the case of any products made to your special requirements, it is your responsibility to ensure that any information or specification you provide is accurate.

All products which appear on this website are subject to availability.

Order process

The Order process is set out on the Website. Each step allows you to check and amend any errors before submitting the Order. It is your responsibility to check that you have used the ordering process correctly.

A Contract will be formed for the sale of Goods ordered only when you receive an email from us confirming the Order (Order Confirmation). You must ensure that the Order Confirmation is complete and accurate and inform us immediately of any errors. We are not responsible for any inaccuracies in the Order placed by you.

By placing an Order you agree to us giving you confirmation of the Contract by means of an email with all information in it (ie the Order Confirmation). You will receive the Order Confirmation within a reasonable time after making the Contract, but in any event not later than the delivery of any Goods supplied under the Contract.

We reserve the right, but are not obligated, to limit the sales of our products or Services to any person, geographic region or jurisdiction. We may exercise this right on a case-by-case basis. 

Modifications to products, services and prices.

We can make changes to the products or services at any time which are necessary to comply with any applicable law or safety requirement. We will notify you of these changes.

Prices for our products are subject to change without notice.

The price of the Goods and any additional delivery or other charges is that set out on the Website at the date of the Order or such other price as we may agree in writing.

We reserve the right at any time to modify or discontinue the Service (or any part or content thereof) without notice at any time.

We shall not be liable to you or to any third-party for any modification, price change, suspension or discontinuance of the Service.

Payments

Payments are taken through our website using Stripe. Payments for online courses and tutorials using the platform Thrivecart are also taken using Stripe. All card details are fully encrypted using our payment processor’s security protocols. You can find out more about this on Stripe’s own website.

We reserve the right to refuse any order you place with us. We may, at our discretion, limit or cancel quantities purchased per person, per household or per order. 

These restrictions may include orders placed by or under the same customer account, the same credit card, and/or orders that use the same billing and/or shipping address. 

In the event that we make a change to or cancel an order, we may attempt to notify you by contacting the e-mail and/or billing address/phone number provided at the time the order was made. We reserve the right to limit or prohibit orders that appear to us to be placed by dealers, resellers or distributors.

You agree to provide current, complete and accurate purchase and account information for all purchases made at our store. 

You agree to promptly update your account and other information, including your email address and credit card numbers and expiration dates, so that we can complete your transactions and contact you as needed.

General Product Safety Regulation (2023)

Due to new GPSR requirements, which apply from 13th December, I will no longer be able to ship any products from my studio to the EU after the 8th December (last orders on 7th December).

I may be able to continue shipping made to order clothing and notebooks as these are printed in and shipped from the EU. However I have currently paused shipping of these items until I have further information from the printers. I hope that I can resume shipping as soon as possible.

I would like to take this opportunity to thank all my EU customers for their support over the years.