Support Hub

How can we help?

Search common questions on orders, sizing, VIP access and returns. Still need us? Contact the concierge.

• Orders & Shipping

  How long does domestic (South Africa) delivery take?

  +

  Orders placed before 12:00 SAST typically dispatch same-day via The Courier Guy. Metro delivery lands 1–2 business days after dispatch; regional and outlying areas take 3–5 business days.

• Orders & Shipping

  Do you ship internationally?

  +

  Yes. International orders are fulfilled through DHL Express with tracked, signature-on-delivery service. Transit is typically 4–7 business days once cleared for export.

• Orders & Shipping

  Is shipping free?

  +

  Domestic (South Africa) orders over R3,600 ship free. International orders are charged live carrier rates at checkout.

• Sizing & Craft

  What weight are the tees and hoodies?

  +

  All tees are 300 GSM combed cotton. All hoodies are 350 GSM heavyweight fleece. The Kethata Heavyweight Hoodie is 350 GSM brushed-back fleece.

• Sizing & Craft

  How do I measure for the right size?

  +

  Every product page includes a centimetre size chart with chest, length and sleeve measurements. Measure a garment you already own flat and compare — do not measure your body.

• Sizing & Craft

  How should I wash my Alpine Ibex pieces?

  +

  Cold machine wash inside-out, mild detergent, no bleach, no tumble dry. Lay flat to dry to preserve the embroidered laurel and fabric integrity.

• VIP Crest Club

  How do I unlock VIP Crest Club access?

  +

  VIP access is granted via a single-use passcode distributed to invited clients. Redeem it inside your account after signing in to unlock early drops and allocation windows.

• VIP Crest Club

  What do VIP members get?

  +

  Early access to limited drops before public release, protected allocation on capped pieces, and priority WhatsApp Concierge routing on confirmed orders.

• VIP Crest Club

  Can I share my passcode?

  +

  No. Each passcode is single-use and locked to the redeeming account. Sharing invalidates the code without refund of the invitation.

• Returns & Care

  What is your return window?

  +

  Under the South African Consumer Protection Act (CPA), unworn items with tags may be returned within 14 days of delivery for exchange or store credit. Drop and made-to-order pieces are final sale.

• Returns & Care

  Who covers return shipping?

  +

  Return shipping is covered by the client unless the item is defective or the incorrect item was dispatched, in which case Alpine Ibex arranges collection at no cost.

• Returns & Care

  Can I exchange for a different size?

  +

  Yes, subject to stock. Request an exchange within 14 days of delivery via the Contact Portal or email info@alpineibexapparel.co.za.