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FAQ's

Here you will find a list of the most commonly asked questions we receive relating to ordering, shipping and returns. For more detailed information about products and technologies, please use the Glossary page.

Orders & Shipping

1. How do I place an order?

Select your desired product and add it to the shopping basket. Click on ‘My Basket’ to view your order, click ‘Proceed to Checkout’, and then follow the instructions.

2. Which countries do you deliver to?

We currently deliver within the UK, Eurozone and US.

3. The Item I want is out of stock.

If the item you are interested in is currently unavailable on the website, please see our Store Finder page to locate your nearest Lowe Alpine® stockist; it may be that they have the item in stock.

4. Where is my order?

We use DPD to ship all orders. As soon as your order has been shipped, you will receive an email with your tracking number and shipping information.

5. I need to change my delivery address.

If your order hasn’t already been shipped, we can change your delivery address. Please contact us here in this case.

6. Can I track my order?

Yes, you can track your order by following the tracking information link in your confirmation email.

Returns

1. What is the warranty period on my Lowe Alpine pack?

All Lowe Alpine® products come with a guarantee that covers the original owner, with proof of purchase, for the usable lifetime of the product. If a product fails due to defects in workmanship and/or materials we will repair the goods free of charge, or replace at our discretion. Failure to produce proof of purchase invalidates your warranty. Products which are damaged as a result of accident, wear and tear, improper care or negligence, or the natural breakdown of materials over time, even if accelerated by environmental conditions, are excluded from warranty. You can view our guidelines here. We do however offer a repair service and damages of these kinds can often be repaired for a fee, please visit our Returns & Warranty page here for more information or to request a repair.

2. There's a problem with the item(s) I ordered.

If you need to return an item, please return to the address on your delivery note, including the reason for returns section.

3.How will I receive my refund?

You will be refunded via the original payment method used for the order e.g. credit/debit card or PayPal. Once we have issued your refund, please allow up to 3 working days for the funds to clear. If you have further questions or your refund hasn’t appeared after the 3 day period, please contact us here.

4.I Purchased a Lowe Alpine item from one of your stockists; can I return the item directly to you?

If you purchased an item from one of our stockists, either online or in store, then you must return the item directly to them, as your contract of sale is with the stockist rather than ourselves. We cannot accept returns for items purchased elsewhere.

5. How long after purchasing and item can I return it?

The returns period for any item(s) purchased directly from our online store is 28 days.

6. How do I return my item(s) to you?

Click here to head to our Returns page and follow the instructions on how to return your item(s) to us.

Products

1. How do I fit my pack?

Please visit our Pack Fitting page here for more information on how to fit your pack correctly.

2. What size pack do I need?

We’ve created a guide to which size pack will be most suitable for your trip here

3. Do you sell clothing?

In 2015 Lowe Alpine took the decision to focus on the backpack range, and to close out the clothing ranges.

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For more information please refer to our privacy notice.