Frequently Asked Questions about Orders & More

Question 1

What is the status of my order?

Accepted Answer

After placing your order, you will receive an order confirmation via email.

Please note that if you order multiple products, they may be delivered in separate shipments.

Typically, your order should arrive within 2–4 working days.

Question 2

What payment options are available?

Accepted Answer

We offer the following payment options only: Credit Card (Amex, Visa, Union Pay, Maestro, Mastercard) Apple Pay and Google Pay PayPal Klarna Invoice

Question 3

Where can I find my invoice?

Accepted Answer

The invoice will be sent to you by email after your order has been dispatched. It is for information purposes only, as the amount has already been paid using your chosen payment method.

Question 4

How can I cancel my order?

Accepted Answer

If your order has already been dispatched, cancellation is no longer possible. In this case, you will need to follow our returns process once the item has been delivered. Please contact our customer support team at alpecinsupport@thgingenuity.com for further assistance.

Question 5

I would like to change my order

Accepted Answer

Unfortunately, completed orders cannot be changed. However, you have the option to withdraw from your order and place a new one.

Question 6

Can I also order from abroad?

Accepted Answer

Currently, we only offer shipping within the United Kingdom.

Question 7

What are the delivery costs?

Accepted Answer

The standard delivery fee is £4.95. We offer free standard delivery on all orders over £35.

Question 8

What is the delivery time?

Accepted Answer

The delivery time is between 2-4 business days.

Question 9

Do you offer express delivery?

Accepted Answer

Currently, we do not offer express delivery.

Question 10

How do returns work?

Accepted Answer

Returns are processed through a cancellation. The customer is responsible for the return shipping costs.

Question 11

Where should I send the return?

Accepted Answer

The return address can be found on the cancellation form.

Question 12

When and how will I get my money back?

Accepted Answer

You will receive your refund no later than 14 days after initiating your cancellation. The refund will be processed using the payment method you selected when placing your order.

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FAQ: Frequently Asked Questions about Orders & More

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