Contact & Customer Service
Frequently asked questions
How can I reach you?
Do you have a question about an item, a problem with payment, or need advice on which size is best for you? Don't hesitate to contact us!
For all your questions, please contact us at info@worldofalps.com or by phone at +31 858420000. Emails will be processed and answered within two business days.
Where are you located
World of Alps BV
Above the Wolfskuil 20
6049 LZ Herten - Roermond
The Netherlands
T: +31 85 84 20 000
Mon to Fri: 09:00 - 18:00
What about warranty?
The statutory warranty applies to all our products. The statutory warranty means that a product is or does what you, as a consumer, can reasonably expect.
If an item doesn't function properly within the statutory warranty period, we will try to find a solution as soon as possible. This may include a new item, a free repair, or a refund.
If the problem with the item arose as a result of improper use, you are not entitled to any form of compensation.
How do you deal with complaints?
Our customer service is open Monday to Friday, 9:00 AM to 6:00 PM. If you're dissatisfied with an item, if it's not working properly, or if you have a complaint about any of our services, please contact us!
Send an email to info@worldofalps.com and we'll work with you to find a solution. Emails will be processed and answered within two business days.
To ensure we handle your complaint as efficiently as possible, we ask that you include your order number and item details. Please have these ready when you call or include them in your email.
By providing this information, we can review and process your complaint more quickly. We will then immediately begin working on a suitable solution.
If you have a complaint within the statutory warranty period, all costs will be borne by the World of Alps Webshop.
Do you have customer service?
World of Alps is committed to providing excellent customer service. That's why we've created a dedicated environment where you can find answers to all your questions.
We also offer a personal chatbot, and when available, you can chat with us directly. If your question isn't listed, you can easily contact our customer service team by visiting help.worldofalps.com. You can submit a support request in the upper right corner. One of our colleagues will handle your request and respond within two business days.
Providing personal and excellent service is central to our mission and vision. That's why, after your problem has been resolved or your question answered, we always ask if everything went according to plan.
How does returning work?
Customer satisfaction and sustainability are our top priorities. That's why we've created a convenient and environmentally friendly returns portal to simplify the returns process. You can easily register your return through our returns portal, and you have several options to choose from:
- Returning the product
If you're not satisfied with your purchase, you can easily register your return through the portal. The process is quick and easy, so you won't waste any time. Please note that returns must be submitted within 14 days of receiving your order.
- Receiving store credit
Would you rather not return a product? Instead of returning your purchase, you can also choose to receive store credit. You can use this credit for future purchases. This way, we reduce our environmental impact together, because fewer products need to be shipped again.
Using our returns portal is easy:
- Visit our returns portal .
- Enter your email address and order number.
- Choose the return method that suits you best
You can also easily track your return via the returns portal, so you're always up to date on its status. We hope these flexible options contribute to a positive experience while we all help the environment.
What is your refund policy?
Returning Products
Returning products is at your own expense. These costs must be paid at the post office where you drop off the package. You also bear the shipping risk. We recommend sending your return by registered mail to minimize any potential risks.
From the moment of delivery, you have 14 business days to review your order and try on the items. Within this period, you can return the order, or part of it, in its original condition. This is easily done through our returns portal , where you can quickly and easily register the product for return. You then need to complete the enclosed returns form. When returning your products, you can choose to receive a refund via your original payment method or via store credit.
You'll receive a confirmation email once we've received your returned items. Please note: you bear the full shipping risk and costs of returning the item. We strongly recommend sending your return shipment by registered mail.
Important Terms and Conditions
If you wish to return your order, or part of it, you must ensure that the items meet the stated requirements. If these requirements are not met, we reserve the right to return the order. You will then also be responsible for the return shipping costs.
Please note: Items damaged due to misuse cannot be returned.
Lost your returns form? No problem, you can easily download it again via our returns portal .
Processing and Exchange
We aim to process returns within 3 business days. Refunds are typically processed within 7 business days. If you'd like to exchange an item, you can do so by placing a new order through our webshop. This process works the same as for previous orders.
Discounted Items
Want to return or exchange discounted items? Of course, you can! You can return these items the same easy way by completing the enclosed returns form and registering your return through our returns portal .
If other rules or conditions apply, this will be indicated with the articles on our website.
Return address:
TAV: World of Alps
Above the Wolfskuil 20
6049 LZ Herten
What is your cancellation period?
From the moment of delivery, you have 14 business days to review your order and try it on. Within this period, you can return the order, or part of it, in its original condition. This is easily done by completing the enclosed returns form.
How can I pay at World of Alps?
Credit card: Want to pay by credit card? You can pay with MasterCard and Visa.
PayPal: This online payment method is linked to your credit card or bank account. You can pay with PayPal in our e-shop.
iDEAL: This online payment method is linked to your bank account. You can pay with iDEAL in our e-shop.
Bancontact: The easy way to pay online in Belgium. This way, we can make checkout even easier for our Belgian customers.
Your credit card may be declined. One possible reason is that the issuing country differs from the country where your IP address is registered. The transaction will then be automatically declined. We implement this security measure to prevent fraud.
Gift cards: World of Alps accepts VVV and Fashion Cheque gift cards. You can pay for these during the checkout process.
For all other questions regarding payment, we refer you to your credit card company.
Klarna: With Klarna, you can pay for your online order later or in three installments. This way, you never pay for anything you return.
You enter your name, address, city, email address and other details that you always have at hand and you pay when it suits you during the payment term of 30 days or similar chosen periods.
The 'Pay later' or 'Pay in 3 instalments' options via Klarna are safe and easy.
World of Alps Customer Service
If you still need help after reading the frequently asked questions above, please don't hesitate to contact us. Whether it's about your order or a general question, we're happy to help. Our personalized customer service team is here to provide you with quick support. We look forward to hearing from you!
