DELIVERY & RETURNS
At Alpine Green, every order is handled with the highest level of care, discretion and security. Our jewellery and gemstones are valuable, delicate and often unique, which is why we work only with trusted international logistics partners. All shipments are fully insured, carefully packaged and tracked from dispatch to delivery.
Who We Are
Alpine Green SAS
1701 Ponce de Leon Blvd
Coral Gables, FL 33134
United States
For any enquiries, you may contact us at:
info@alpinegreen.co
Delivery
Alpine Green offers secure delivery within the United States and internationally. Depending on the destination, the value of the order and the nature of the item, shipments may be handled by FedEx, UPS or Malca-Amit.
For deliveries within the United States, the estimated delivery time is usually one business day from dispatch.
For international deliveries, the estimated delivery time is usually two or three business days from dispatch.
These delivery times are provided as estimates and begin once the order has been dispatched, not from the moment the order is placed. Business days do not include weekends, public holidays or periods during which courier services may be unavailable.
In certain cases, additional time may be required for order verification, payment confirmation, security checks, customs clearance or preparation of high-value jewellery and gemstones. Alpine Green is not responsible for delays caused by customs authorities, courier disruptions, weather conditions, public holidays or events beyond our control.
Order Processing
Once your order has been placed, our team will review the order details, confirm payment and prepare the item for shipment. For security reasons, high-value orders may require additional verification before dispatch.
If further information is required, Alpine Green may contact you before shipping your order. This may include confirmation of the delivery address, identity verification or arrangement of a suitable delivery date.
Orders are only dispatched once payment has been confirmed and all necessary checks have been completed.
Insured Shipping
All Alpine Green shipments are fully insured while in transit. Insurance coverage applies from the moment the order is collected by our approved logistics partner until it is delivered to the address provided at checkout.
A signature may be required upon delivery. For high-value orders, delivery may only be made to the named recipient or to an authorised person at the delivery address.
For security reasons, Alpine Green cannot deliver to certain addresses, including P.O. boxes, parcel lockers or forwarding addresses, unless expressly approved in advance.
Tracking
Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking information.
This tracking information allows you to follow the progress of your shipment until delivery. If you experience any issue with tracking or delivery, please contact Alpine Green Client Services.
Packaging
Each Alpine Green order is carefully prepared and securely packaged to protect the item during transport.
For security and discretion, the external packaging will not indicate the nature, value or contents of the shipment. Jewellery and gemstones are packaged with appropriate protective materials and accompanied by the relevant documentation where applicable.
Customs Duties and Import Taxes
International orders may be subject to customs duties, import taxes, VAT, handling fees or other charges imposed by the destination country.
These charges are determined by local customs authorities and are the responsibility of the recipient, unless otherwise stated at checkout.
Alpine Green has no control over these charges and cannot predict their exact amount in advance. Customs procedures may also cause delays beyond the estimated delivery time.
Customers are responsible for ensuring that the ordered items can be legally imported into their country.
Returns
If you wish to return an item, you must contact Alpine Green within 14 days of receiving your order.
Returned items must be unworn, unused and in their original condition. They must be returned with all original packaging, certificates, gemstone reports, invoices, tags, documents and accessories received with the order.
Items that are returned incomplete, damaged, worn, altered or without their original documentation may not be eligible for a refund.
Returns must always be authorised by Alpine Green before being shipped. Please do not send any item back without prior written approval from our Client Services team.
Non-Returnable Items
Certain items cannot be returned unless they are faulty or not as described.
This includes bespoke jewellery, custom-made pieces, personalised items, engraved items, resized items, altered pieces and special orders created or modified at the customer’s request.
Loose gemstones, rare stones or high-value pieces may also be subject to specific return conditions, which will be communicated at the time of purchase or before dispatch where applicable.
Return Shipping
For security reasons, return shipments must follow the instructions provided by Alpine Green.
Depending on the value and location of the item, Alpine Green may arrange an insured return shipment through an approved logistics partner such as FedEx, UPS or Malca-Amit.
Customers are responsible for the safe return of the item until it is received and inspected by Alpine Green, unless Alpine Green has arranged the return shipment directly.
Unauthorised returns or returns sent through an unapproved shipping method may not be accepted.
Refunds
Once the returned item has been received, Alpine Green will inspect it to ensure that it is in its original condition and that all accompanying documents and packaging have been returned.
If the return is approved, the refund will be processed to the original payment method.
Shipping charges, customs duties, import taxes, banking fees or currency conversion fees may not be refundable, unless required by applicable law or unless the return is due to an error by Alpine Green.
Refund processing times may vary depending on the payment provider and the customer’s bank.
Damaged, Incorrect or Missing Items
If your order arrives damaged, incomplete or incorrect, you must contact Alpine Green within 48 hours of delivery.
Please keep all packaging materials and provide photographs of the parcel, the item and any visible damage. This information may be required to open an insurance claim with the courier or logistics provider.
Alpine Green will review the situation and arrange an appropriate solution, which may include repair, replacement, return or refund depending on the circumstances.
