FAQ - Frequently Asked Questions
Questions about how to place orders and shipping
Where is my order?
Once you have placed your order, we will send a message to your email address with an order confirmation. You will also receive an email with shipping confirmation when we have dispatched your order. This email will include a tracking number so that you can follow the shipment. Just reach out to us if something goes wrong.
Why have I not received an order confirmation?
Check your spam folder to see if it is there. This happens quite often, especially with gmail accounts. It is possible that you did not give us the correct email address or that the order process is not yet complete. Please reach out to us if you have any doubts so that we can personally clarify the matter as quickly as possible.
Can I change or cancel an order?
It is not possible to change an order directly once it is complete and payment has been settled. But we are able to add items to your order and then adjust the invoice. Once they have been placed, orders that are settled by advance payment can no longer be changed. We are available by telephone during business hours and otherwise by email if you need further assistance.
What are the shipping costs, and when can I claim free shipping?
You will find all shipping information on this page.
I seem unable to place an order – what am I doing wrong?
Gelegentlich können Fehler bei der Anwendung auftreten oder die Internetverbindung ist nicht optimal. Bitte versuchen Sie es erneut und achten darauf, alle Felder korrekt auszufüllen. Falls dennoch Probleme bestehen, senden Sie uns einfach eine E-Mail mit Ihrer Bestellung. Wir werden diese umgehend und unkompliziert bearbeiten und versenden.
Can I place orders by telephone?
You can place orders by telephone during our normal business hours. Orders by email are welcome at any time. You can place orders in our online shop 24/7.
How long does it take to dispatch my order?
Items will be shipped from our warehouse on the same day (excluding weekends or public holidays) or the following day, depending on when the order was placed.
How long does shipping take?
The delivery time depends on the shipping service provider. Orders are usually delivered inside Austria within 1 to 2 days; orders to Germany take around 3 days. Kindly take note that the delivery times may vary due to strikes or other disruptions in the supply chain, among other things.
What are the shipping costs, and when can I claim free shipping?
You will find all shipping information on this page.
Questions about our products
Why are some of the effects of your products not explained?
We would like to explain more about the effects of our products and their ingredients. But EU law prohibits any claims about effects on a person’s health. We ask for your understanding and encourage you to conduct your own research.
How must the products be stored?
To ensure the best possible storage, the products should be kept in their closed container, cool or at room temperature (ideally below 22 °C), dry, protected from light and out of the reach of young children.
What is the shelf life of your products?
Our products keep for at least 6 months after opening. But we do advise customers to use them as soon as possible once the seal is broken. Foods are also labelled with a best-before date.
How important is the issue of sustainability?
You will find everything about sustainability and our promise here.
Can you tell me more about the product life cycle?
You will find all production information on this page.
Questions about the brand
What is Kaufhaus der Berge?
Kaufhaus der Berge is the umbrella brand of Alpine Naturprodukte GmbH, which operates both as an online shop and a brick-and-mortar outlet. It stocks a careful selection of more than 500 products from five outstanding brands. Alpienne, Gutes aus Tirol, Zirbenwerkstatt, Apiscura and Montiana. These brands blend tradition with a modern zeitgeist. Our shop is located in Arzl in Pitztal Valley. It is the nerve centre of our business and the place where we offer these product families, all under one roof.
Where do the 5 brands come from?
We develop and produce the five brands represented at Kaufhaus der Berge. They are part of our mission to offer products that living tradition, sustainable wellbeing and profound belief. Each product by these brands is a commitment to goodness and nature and is designed for effect as well as for pleasure. Products from Kaufhaus der Berge are intended to spread joy and offer some Alpine respite from the rigours of everyday life. You will find information about the life cycle of these brand products on this page.
Questions from the community
Where are the products manufactured?
Our main production site is located in Tyrol, more specifically in Wenns in the Pitztal Valley. We have another production site for the Alpienne products, but it is also very close by. In addition, we cooperate with selected Austrian partners that we trust completely.
Animal testing – yes or no?
A very clear no. Austrian law prohibits animal testing for cosmetic products, and our ethical convictions would forbid them anyway.
Why are there different lid colours on the Alpienne cosmetic products?
The lid colours indicate different product ranges, depending on the intended use and needs of the skin. You will find more information in our online magazine.
Are there really enough herbs growing in the region?
The Alps are rich in valuable herbs and plants – you just have to know them, find them and make the effort of harvesting them when they are most abundant. And that will be high up in the mountains, far from our human habitations. We attach great importance to obtaining our raw materials as carefully as possible. Our herbs are gathered mainly by hand. We then produce highly concentrated extracts that are extremely effective and therefore long-lasting.
How is the marmot fat extracted?
Marmot ointments are among the traditional household remedies in the Alpine region and are extremely popular at Kaufhaus der Berge. On no accounts are animals bred or kept in ‘marmot farms’ to extract the fat. Marmots do not have natural predators such as eagles or lynx in the heavily populated Alpine region, so natural control of the animals is necessary in order to prevent overpopulation and maintain balance in the habitat.
Where else can I buy Kaufhaus der Berge products?
Products from the Alpienne brand are available in the cosmetics and body care areas of high-end, eco-conscious hotels, as well as in the rooms and the spas. The Alpienne, Gutes aus Tirol, Apiscura, Montiana and Zirbenwerkstatt brands are otherwise sold 24/7 in our official online shop www.kaufhausderberge.at, in the flagship store in Arzl, Pitztal, and in selected shops.
What does the term ‘climate-neutral production’ actually mean?
Products from Kaufhaus der Berge have officially carried the ‘climate-neutral production’ certificate since 2010. Our employees process all products on site in Tyrol, from the procurement of raw materials to packaging and shipping. To save energy and minimise our ecological footprint, we use photovoltaics and e-heat in our company buildings, e-cars to get around and recycled or recyclable materials.
Organic – yes or no?
Our products are tested continuously and rigorously by an external body. We have made a conscious decision to refrain from obtaining official certification for natural cosmetics, which is extremely expensive. The budget this frees up is used to continue the sustainable development of our business. We are happy to complete official certification procedures at the explicit request of our customers, particularly in the area of private labelling.
Still have questions? Or do you need more answers? Just write us!
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