HELP & INFORMATION
Answers to common questions about Alpivana products, orders, shipping and returns.
What is Alpivana?
Alpivana is an independent handmade home and garden brand. Finished Alpivana products are handmade by the owner.
Who makes the products?
The owner makes the finished products sold under the Alpivana name.
Are products made to order?
Each product listing states its availability and whether it is ready to ship or made to order.
Where are orders dispatched from?
Orders are dispatched from Sonnenrain 4, 4800 Zofingen, Switzerland.
Where do you deliver?
Alpivana currently delivers within Switzerland.
Is shipping free?
Yes. Standard shipping within Switzerland is free, with no minimum order value.
When will my order be processed?
Orders placed before 17:00 Swiss local time on a business day generally enter processing the same day. Later orders generally enter processing the next business day.
How long does processing take?
Order processing and handling usually take 1–2 business days.
How long does delivery take?
Estimated transit is 3–6 business days. The total estimated time, including processing, is 4–8 business days. Weekends and public holidays are excluded.
Are delivery dates guaranteed?
No. Delivery times are estimates and can be affected by circumstances outside the store’s control.
Will I receive tracking?
Tracking information is provided when it is available for your shipment.
Can I cancel an order?
Contact Alpivana as soon as possible. A cancellation may not be possible after the order has entered processing or has been dispatched.
What is the return policy?
Alpivana offers a voluntary 90-day return policy from the day you receive the product. See the Refund Policy for the return steps and eligibility.
Can I return a handmade product?
Yes. Standard handmade products are eligible under the same 90-day return policy, subject to the product’s condition and the policy terms.
Can I return an item that has been assembled or used?
Please contact Alpivana first. Items that have been assembled, installed, filled, used outdoors or show wear are assessed individually for a voluntary return. This does not affect rights for defective goods.
How do I request a return?
Email contact@alpivana.shop with your order number and the item you wish to return. Wait for return instructions before sending the item.
Who pays for return shipping?
Contact Alpivana before sending a voluntary return. The return method and any shipping cost will be explained before the return is arranged.
How are refunds made?
Approved refunds are normally sent to the original payment method.
How long does a refund take?
Alpivana aims to process approved refunds within 7 business days. Your bank or payment provider may need additional time to display the refund.
What if my order arrives damaged or incorrect?
Email contact@alpivana.shop with your order number, a short description and clear photos of the item and packaging as soon as possible.
What if my product has a defect?
Contact Alpivana promptly with your order details and photos if possible. Applicable legal warranty rights are separate from the voluntary return policy.
Why can a handmade item look different from its photo?
Natural grain, colour and texture can vary slightly between handmade pieces. Product listings provide the item-specific details; genuine defects are handled separately.
Can garden products stay outdoors all year?
Outdoor use depends on the specific product. Follow the care and use instructions on its product page; do not assume an item is weatherproof unless the listing says so.
How should I care for my product?
Follow the care instructions on the product page or supplied with the item. Contact Alpivana before exposing a product to moisture or outdoor conditions if its listing does not address that use.
Which payment methods are accepted?
The payment options available for your order are displayed at checkout.
What currency are prices shown in?
Prices are displayed in Swiss francs (CHF). Any applicable tax and the order total are shown at checkout.
What are Alpivana’s business hours?
Monday to Friday, 08:00–12:00 and 13:30–17:00, Swiss local time (Europe/Zurich).
Do you ship outside Switzerland?
No. The current shipping offer covers Switzerland.
Still have a question?
Contact Alpivana during business hours or send an email at any time.
Contact Alpivana