Register an exchange
Different model, size or colour? The exchange goes through our returns portal, is free for you and works for 30 days from receipt.
Received less than 30 days ago
Then register the exchange directly in the portal. You send the old product back and the new one is shipped to you automatically.
- 1 Enter your order number and email address in the returns portal. The number starts with AS.
- 2 Select the item you want to exchange.
- 3 Choose the new model, size or colour.
- 4 The QR code appears immediately in the portal and by email. No printer needed, you show it at the drop-off point and hand in the parcel.
- 5 The new product ships as soon as your return has reached us.
The exchange is free for you. Unlike a return, there is no return shipping fee. You may have used saddles and accessories, only clothing has to be unused.
You can also exchange across categories, for example a saddle for a bag. If your desired product doesn't appear in the portal, it is currently out of stock.
Received more than 30 days ago
Then an exchange is no longer possible, neither in the portal nor through us.
Costs and condition
The return shipment is free. There is no flat fee for an exchange, unlike a return for a refund.
If you exchange for a more expensive product, you pay the difference directly in the portal.
If you exchange for a cheaper product, we refund you the difference.
You may have used saddles and accessories. Whether a saddle fits only shows after a few kilometres. That's exactly what the exchange is for.
Only clothing has to be unused. For hygiene reasons we cannot exchange worn clothing.
How long can I exchange?
30 days from receipt. After that an exchange is no longer possible. Defects are excluded – you can report them up to 180 days after delivery.
Where do I find my order number?
In the order confirmation you received by email. It starts with AS. Search your inbox for "Alpensattel", also in the spam folder.
Does the product have to be unused?
You may have used saddles and accessories. Whether a saddle fits only shows after a few kilometres. Only clothing has to be unused, for hygiene reasons there's no other way.
Can I exchange for a completely different product?
Yes. Whether saddle for bag or vice versa, in the portal you choose freely from the available range.
What does the exchange cost me?
The return shipment is free. If you exchange for a more expensive product, you pay the difference directly in the portal. For a cheaper product, we refund you the difference.
My desired product doesn't appear in the portal.
Then it's currently out of stock. We can only exchange for available items. In that case register a return and order again as soon as the product is back.
When do I get the new product?
As soon as your return has reached us, it ships automatically.
My product is defective, can I do that as an exchange too?
No, there is a separate route with a longer deadline. Report it under Report a defective product, which works up to 180 days after delivery.
