Question 1

How can I track my order?

Accepted Answer

Once your order is shipped, you'll receive a tracking number via email. Use this number on our courier's website to monitor your shipment's progress or visit the Order Status page on our website.

Question 2

What is your return policy?

Accepted Answer

Returns are accepted within 30 days of the reception of the goods, provided that the items are in their original condition.

To get the return process started, please go to our return portal and follow the steps.

Refunds are processed to the original payment method within 14 business days of receiving the return . The timing is due to the quality control checks and the time for the bank to process the refund.

Question 3

What size should I choose?

Accepted Answer

We provide sizing guides and charts for our products. Review these resources to select the best fit for your clothing, footwear, or other items.

On certain pages a size quiz is also available to help you figure out which is the best size for you.

Question 4

Are Alpinestars products covered under warranty?

Accepted Answer

All Alpinestars products are covered under warranty for a period of time which lasts two years from the date of purchase. The warranty is valid in all countries of the European Union, and it covers the material and/or manufactory damages. The warranty does not cover all damages caused by the user and by the wear and tear. For more information, please visite our Legal and Commercial warranty page on our website.

Question 5

Where can I find Alpinestars products near me?

Accepted Answer

For contact information on our active Retailers in your area, we kindly ask you to send a request to the following email address: talk-to-us@alpinestars.com

Our colleagues from the competent department will get in touch with you as soon as possible.

Question 6

How to apply for a position at Alpinestars

Accepted Answer

To apply for a position at Alpinestars, please visit our Careers page on our website. There you will find a list of current job openings and instructions on how to apply for each position.

We update this page regularly with new opportunities as they become available.

Question 7

What is the Alpinestars Tech-Air® system?

Accepted Answer

The Alpinestars Tech-Air® System is an advanced airbag technology designed for motorcycle riders to enhance safety in the event of an accident. Each model is specifically designed for different types of riding situations and environments. You can find more information on specific models and characteristics here.

Question 8

Where can I find your Black Friday offers?

Accepted Answer

Check out our Black Friday deals here

Question 9

Which countries do you ship online orders to?

Accepted Answer

Alpinestars.eu delivers to the European Union and the United Kingdom.

If you are based in the United states, please visit our official website: https://www.alpinestars.com.

Question 10

What is the time frame and cost for returns?

Accepted Answer

Returns must be initiated within 30 days of receipt.

We offer free exchanges and easy returns.
If you wish to return your order for a refund, we will deduct a €7 shipping and handling fee from your refund.

You can start a return at this link.

Question 11

How should I care for my Alpinestars products?

Accepted Answer

Care instructions vary by product. Please refer to the label on your product and to the user manual when relevant for specific care instructions to ensure longevity and maintain performance of your Alpinestars item.

Question 12

How can I make a warranty request?

Accepted Answer

For warranty requests, please contact our customer support with your purchase details (order number and order name, waybill/tracking number) and a description of the issue. We will guide you through the warranty process.

PRODUCTS PURCHASED AT A RETAILER:

If you purchased your product from an Alpinestars retail partner or in-store and you need information on warranty / claims / repairs we kindly invite you to contact directly the store as first step. For any further assistance you can also email us at: talk-to-us@alpinestars.com.

PRODUCTS PURCHASED ON EU.ALPINESTARS.COM (official website):

If you purchased through our official website and you received a damaged / defected / wrong product, reach out to us through one of our official online channels. We'll get back to you with a solution asap!

Question 13

Can I return or exchange online purchases at a retail store?

Accepted Answer

Currently, online purchases must be returned using our online Returns Center and cannot be returned in-store.

Question 14

How does the Tech-Air® System work?

Accepted Answer

The system utilizes sensors and algorithms to detect a potential crash and deploys an airbag to protect the rider's upper body, including the chest, back, and shoulders, depending on the model and specific technical features.

Question 15

How long does shipping take during the Black Friday sale?

Accepted Answer

For Standard shipments the expected delivery times are of 3-4 business days while for Express shipments 1-2 working days.

Our team works hard to get orders out as quickly as possible. Due to high order volumes during Black Friday some customers may experience a small shipping delay. As soon as your order is dispatched you will receive a tracking number that will allow you to monitor your shipment in real time on the carrier's website. Please check the tracking information and in case of need reach out to the carrier directly if your order is already in transit.

Question 16

What are your shipping and delivery times?

Accepted Answer

Our standard delivery time varies by region: 1-2 business days* for domestic orders (Italy) and 2-3 business days* for orders in Europe. Express shipping option is available at checkout for quicker delivery in 1-2 business days from the moment of the purchase.

For shipments to the UK, deliveries may be delayed due to customs clearance and we unfortunately do not have direct control over it.

* Business days are Monday to Friday (excluding weekends and holidays).

Question 17

How can I return or exchange products?

Accepted Answer

1. Visit our Returns Section and enter your order number and email address.

2. Follow the instructions and select the most suitable solution for you.

3. Print your prepaid return shipping label and attach it to the package.

4. Drop off your package at the nearest shipping carrier location. Find the closest one from this link: https://www.ups.com/dropoff?loc=en_IT

Alternatively you can organise the pick-up getting in touch directly with UPS customer service from your country providing them with the tracking number.

5. Once we receive and inspect your return, we will process your refund / exchange within 14 business days of receiving the return.

Question 18

Can I have my item customized?

Accepted Answer

We do not have the customisation service active at the moment however we are working to offer this service on some specific products very soon. Keep an eye on the site to stay up-to-date!

Question 19

How can I collaborate with Alpinestars?

Accepted Answer

You can send us an e-mail at talk-to-us@alpinestars.com enclosing a presentation with all the relevant information about your company to find out how you can become a partner.

Our colleagues in the relevant department will examine your e-mail and get back to you as soon as possible.

Question 20

Which Alpinestars products are compatible with the Tech-Air® System?

Accepted Answer

The Tech-Air System can be integrated into specific Alpinestars motorcycle jackets and suits. Check product specifications for compatibility.

In order to know more about compatibility between your Tech-Air system and other Alpinestars products, please look out for the Tech-Air Ready icon on the product pages and in the Tech-Air® System user manual.

Question 21

How long will Black Friday last?

Accepted Answer

We do not have certain information on when precisely the Black Friday promo will end.

We recommend you to make the most of our Black Friday sale sooner rather than later and whilst stocks last.

Question 22

How much does shipping cost?

Accepted Answer

Shipping rates depend on the destination and on the amount of the order.

Rates are calculated directly at checkout.

Question 23

Can I return a product to a store?

Accepted Answer

Currently, online purchases must be returned using our online Returns Section and cannot be returned in-store.

Question 24

Can you tell me more about the Tech-Air® system?

Accepted Answer

The Alpinestars Tech-Air system is our state-of-the-art airbag technology offering riders unparalleled protection by detecting impacts and inflating to provide a protective barrier. For compatibility, setup, and maintenance information, please visit our Tech-Air FAQ section.

Question 25

Can I get my Tech-Air® system serviced or inspected at a retail store?

Accepted Answer

The Tech-Air® system must be routinely serviced. The moment in which your Tech-Air® system must be serviced by an authorized dealer varies depending on the model. During the routine service the Airbag and the System’s components will be inspected. Routine service can be requested directly at the authorized dealer where the System was purchased.

Question 26

Is the Tech-Air® System reusable?

Accepted Answer

Yes. The Tech-Air System features gas inflators, which can be recharged and/or replaced after deployment. After deployment, Airbag protection will be unavailable until the system is serviced and the gas inflators are replaced by an authorized service center.

Certain Tech-Air Systems, however, do offer a Dual Charge system. With the Dual Charge system once the Airbag has deployed, there is an additional gas inflator available for an additional deployment when needed.

Question 27

Can discounts and promocodes be applied to items discounted for Black Friday?

Accepted Answer

Our Black Friday sale prices can be combined with some other promo codes, discounts and promotions. However, we recommend you to proceed to the checkout and apply any discount code you have there to see if it is combinable or not.

Question 28

Do you offer free shipping?

Accepted Answer

Yes, we offer free standard / express shipping on orders over a certain amount, which varies by country.

Eligibility for free shipping is calculated at checkout.

Question 29

How can I track my return?

Accepted Answer

You can track your return using the tracking number on your prepaid return label.

Once we receive the return parcel, we will run a quality check on the returned items and, if the items returned are intact, we will proceed to the exchange / refund on the same payment method used for purchase. Please note the whole process can take up to 14 days.

The timing is due to the quality control checks and the time for the bank to process the refund if applicable.

Question 30

Are there product reviews available?

Accepted Answer

Yes, you can find product reviews on our website. These can help you making informed decisions based on the experiences of other customers. Feel free to leave yours!

Question 31

How quickly does the airbag inflate in the event of a crash?

Accepted Answer

The airbag inflates in less than 100 milliseconds to provide a protective cushion around the rider's upper body, provided that all the conditions for the activation of the system are fulfilled during the specific event.

Question 32

What is the return window for items ordered during Black Friday?

Accepted Answer

We are extending our return period for items purchased during our Black Friday Sale period.

These orders are eligible to be returned within 45 days from the delivery date. The items must be in their original condition, unused and unworn as per our return policy.

You can initiate your return from the online Return Portal.

If you are returning an order from the UK, to get the return process started, please reach out to our customer care team using the Contact us page requesting a prepaid return label to send back the products.

Question 33

What happens if an item is out of stock after I have placed my order?

Accepted Answer

The website displays real time availability for the items.

However, should an item become unavailable after your purchase, we will notify you as soon as possible and offer a refund on the same payment method you used for your purchase or an alternative solution.

Question 34

What if I receive a damaged or defective product?

Accepted Answer

If you ordered an item online and this item arrives damaged or defective, please contact our online customer support as soon as possible with photos and your order number for assistance.

If the products arrived in a damaged box, please keep this box as well as any available shipping document and contact us for assistance.

If you made your purchase at one of our dealers’ please contact them directly for warranty related questions. For any further assistance on offline purchases you can also email us at: talk-to-us@alpinestars.com

Question 35

Does Alpinestars produce artificial and synthetic leather items? Or other vegan-friendly garments?

Accepted Answer

Yes, we produce some vegan-friendly items, although these items are not certified as such. Certain products are manufactured with synthetic leather. For more information, please contact talk-to-us@alpinestars.com. We will give you more information as quickly as possible.

Question 36

Can I use the Tech-Air® System for street riding and track racing?

Accepted Answer

Alpinestars offers different versions of the Tech-Air system tailored for various riding styles. Check product details for specific use cases.

Since the system is sensitive to sudden body movements and shocks, the system is to be used ONLY for motorcycling within the conditions and limitations delineated in the user manual.

Question 37

What if my favorite item is out of stock during Black Friday?

Accepted Answer

Due to high demand during the sale, some items might sell out quickly.

If your favorite item is out of stock, you can subscribe to the Notify me on the relevant product page so you receive a notification if the item becomes available again.

Please know the Black Friday Sale is available for a limited time period so if the product is restocked it is most likely be restocked after the Sale period.

Question 38

Do I have to pay customs costs when receiving an order?

Accepted Answer

Our warehouse is based in the EU, but Alpinestars covers the customs costs when orders get to the UK.
This means there are no hidden fees when making a purchase or receiving an order.

Question 39

What is the difference between long/short trousers and the regular ones?

Accepted Answer

The short version is 5 cm shorter than the regular one, with the position of the protectors 2.5 cm higher than the regular one.

The long version is 5 cm longer than the regular one with the position of the protectors 2.5 cm lower than the regular one.

Question 40

How do I maintain and care for the Tech-Air® System?

Accepted Answer

The system must be routinely serviced at least every 2 years or after 500 hours of functioning by an authorized service center

After each use it is highly recommended that any dirt and debris are removed from the system by wiping the garment with a damp cloth then drying the garment afterwards using a towel.

It is recommended users follow the care instructions of the user manual delivered with the system.

Even if the system is turned off, the battery slowly self-discharges, in particular if the system is stored in a warm environment. It is thus recommended that, even whilst in storage, the system is periodically recharged (at least once every 6 months) to prevent battery drainage and shortening of the battery life.

If storage is longer than 6 months, please fully charge the battery then disconnect it from the Electronic Control Unit following the user manual instructions.

Question 41

How can I make sure my order went through?

Accepted Answer

You will receive an order confirmation email as soon as your order is correctly placed and the payment went through. Should you not receive this confirmation email, please check your spam folder and check your payment correctly went through.

You can also always check My Account for information on your order.

Question 42

What payment methods are accepted?

Accepted Answer

You can pay for your order online at eu.alpinestars.com, in any of the ways suggested by the website, namely Credit card and debit card, PayPal, Apple Pay, Klarna and Scalapay for payments in instalments depending on your location.

Question 43

Tech-Air® App

Accepted Answer

The Tech-Air® Systems are equipped with a Bluetooth Low Energy (BLE) device which allows users to directly connect their mobile phone.

The Tech-Air® App is available for download in the Android Play Store and in the Apple App Store.

The system does NOT need to be connected to the Tech-Air® App for the system to work, as it functions independently of the Tech-Air® App.

However, Alpinestars strongly recommends installation of the Tech-Air® App before using the system to ensure it is running the most up to date software available. When a new software update is released, the user will receive a Tech-Air® App notification.

If you're experiencing difficulties connecting your Tech-Air system to the app, follow the general troubleshooting steps (see next question). Keep in mind that these steps are based on typical issues and the specific procedure might vary depending on the model and version of your Tech-Air system. For the most accurate guidance, refer to the user manual or contact talk-to-us@alpinestars.com

Question 44

Which courier are you shipping with during Black Friday?

Accepted Answer

Orders are shipped with UPS in the EU and with DHL to the UK.

For Standard shipments the expected delivery times are of 3-4 business days while for Express shipments 1-2 working days.

Our team works hard to get orders out as quickly as possible. Due to high order volumes during Black Friday some customers may experience a small shipping delay. As soon as your order is dispatched you will receive a tracking number that will allow you to monitor your shipment in real time on the carrier's website. Please check the tracking information and in case of need reach out to the carrier directly if your order is already in transit.

Question 45

How do I apply a discount code during checkout?

Accepted Answer

Enter your discount code in the designated box during checkout and discounted price shall be then displayed. Please note that discount codes may have specific conditions or expiration dates.

You can find the conditions under our Promo Terms section.

Make sure to subscribe to our newsletter to to receive a promo code on your first purchase and stay up to date on our active promotions and discounts. Also join our Membership Program to get members only rewards, benefits and discounts!

Question 46

Troubleshooting Steps (App Connectivity)

Accepted Answer

1. Check Compatibility

Ensure that your Tech-Air system is compatible with the app version you have installed on your smartphone. Some systems may require specific app versions for proper functionality.

2. Bluetooth Connection

Once the Bluetooth is turned on, the App will automatically attempt to establish a connection with an available System, if already paired with the System. Should no Tech-Air® System have been already paired to the App, the System can be easily paired to the App by scanning the QR code present inside the System’s internal neck liner.

Make sure that the Bluetooth feature on your smartphone is turned on and that the Tech-Air system is in pairing mode. In some instances, you may be required to move your BT device closer to the product to establish a connection.

Refer to the user manual for further instructions on how to enable Bluetooth pairing.

3. Update the App

Ensure that you have the latest version of the Alpinestars app installed on your smartphone. Outdated apps may not be fully compatible with the Tech-Air system.

4. Firmware Updates

Check if there are any firmware updates available for your Tech-Air system. Updates may address connectivity issues and improve overall performance.

5. Restart Devices

Restart both your smartphone and the Tech-Air system. Sometimes, a simple restart can resolve connectivity issues.

6. Forget and Reconnect

On your smartphone, forget the Bluetooth connection to the Tech-Air system, then attempt to reconnect. This process can refresh the connection.

7. Check System Status

Ensure that the Tech-Air system is in good working condition and that there are no error codes or issues indicated by the LED indicators. Resolve any system issues before attempting to connect.

8. Reinstall the App

If all else fails, try uninstalling and reinstalling the Alpinestars app on your smartphone. This can help resolve any software-related issues.

If the problem persists, contact talk-to-us@alpinestars.com for assistance. Provide them with detailed information about the issue, including any error messages or codes you may have encountered.

Question 47

Do you offer price adjustment during Black Friday?

Accepted Answer

We are doing our best to offer you the best deals and promotions. We do not offer price adjustment during Black Friday.

Question 48

Can I cancel or change my order after it has been placed?

Accepted Answer

Once an order is confirmed, unfortunately it is not possible to cancel or amend it.

Should you not wish to receive the order anymore, the two available options are the following:

1. Refuse the order upon its delivery. Once the parcel is returned back at the warehouse a refund will be issued.

2. Accept the delivery and proceed with a return following the return instructions.

Question 49

Can the Tech-Air® System be integrated into non-Alpinestars gear?

Accepted Answer

The Tech-Air® System must be used with an outer protective garment as it is not abrasion resistant. It is generally recommended to the user to choose an outer protective garment that, when worn over a Tech-Air® System, does not cause discomfort or prevent functionality of the system.

Alpinestars offers many Tech-Air® compatible outer garments. The system can also be used with any third party abrasion resistant garment that covers the upper body and is designed for motorcycles, provided that the garment has sufficient space to allow for the expansion of the airbag in case of deployment.

If the garment you have chosen is a leather garment, it is highly recommended that it has stretch panels to accommodate a deployed airbag. Please also ensure any protectors present are correctly positioned.

To check compatibility, please follow the procedure described in the Tech-Air® user manual. If you have any doubts please contact Alpinestars support at talk-to-us@alpinestars.com and/or an Alpinestars authorized dealer.

Question 50

How can I make sure my order was shipped and track my order?

Accepted Answer

As soon as your order is shipped you will receive a confirmation by email with your tracking number. If you click on this tracking number you will have the possibility to track your order in real-time from the courier's website.

Question 51

Is the Tech-Air® System compatible with all motorcycle types?

Accepted Answer

The system is generally compatible with various types of motorcycles, but it's essential to set the system to the proper mode (road, off-road) and/or choose the model of Tech-Air System suitable for the type of riding you intend to do, to ensure the best algorithm for operation of the Tech-Air System.

Question 52

What happens after the airbag is deployed?

Accepted Answer

After deployment, the rider should contact talk-to-us@alpinestars.com and follow the manufacturer's instructions for assessing the condition of the jacket and contact an authorized Alpinestars Tech-Air Service Center to arrange for a full service on the product.

Question 53

Is the Tech-Air® System available for different sizes?

Accepted Answer

Yes, Alpinestars typically offers Tech-Air systems in various sizes to accommodate different rider garment sizes. Please consult our Tech-Air size charts for more information.

Question 54

How do I check the status of the Tech-Air® System, including battery life?

Accepted Answer

The Tech-Air System offers a visual LED information system that provides battery level, activation status, and more. See LED Indicators section below for more information.

Always consult the product manual for more detailed information regarding this feature and others.

Question 55

LED indicators

Accepted Answer

It's crucial to note that understanding the LED indicators requires referring to the user manual specific to the model and version of the Tech-Air system you own. Additionally, Alpinestars may release firmware updates or make changes to the system's functionality over time and without previous notice, so always check for the latest information.

To obtain accurate information about the LED indicators on your specific Tech-Air system, please refer to the user manual that came with your product or contact Alpinestars Tech-Air customer support for assistance: talk-to-us@alpinestars.com

The LED indicators on the Tech-Air system serve to communicate various statuses, including battery level, system activation, and potential issues. Here's a general guideline:

Battery Level

The LEDs may indicate the remaining battery level. Different colors or blinking patterns could represent various battery states, such as fully charged, partially charged, or low battery.

System Activation

When the system is activated or in standby mode, the LEDs might flash in a specific pattern to confirm its operational status.

Diagnostic/Error Codes

In the case of an issue or error, the LEDs may display specific codes. Refer to the user manual to understand the meaning of these codes and follow the recommended troubleshooting steps.

Initialization

During the startup or initialization process, the LEDs may provide feedback on the system's self-check and calibration.

It's crucial to note that understanding the LED indicators requires referring to the user manual specific to the model and version of the Tech-Air system you own. Additionally, Alpinestars may release firmware updates or make changes to the system's functionality over time without previous notice, so always check for the latest information.

To obtain accurate information about the LED indicators on your specific Tech-Air system, please refer to the user manual that came with your product or contact Alpinestars customer support for assistance.

Question 56

What is the warranty for the Tech-Air® System?

Accepted Answer

Check with the manufacturer or retailer for warranty information, including coverage and duration.

Question 57

Is the Tech-Air® System suitable for all weather conditions?

Accepted Answer

Alpinestars designs its products to withstand various weather conditions, but riders should follow care instructions and use common sense when riding in extreme weather conditions.

Question 58

The Tech-Air® system is not turning on. How can I troubleshoot this?

Accepted Answer

First, ensure that the product is not in it’s shipping mode. This would consist of a switch on the Electronic Control Unit. Please also ensure the battery connector has been disconnected. Please check the product manual to learn more about this mode.

Second, ensure the system's battery is fully charged. If not, connect it to a charger and wait until fully charged before attempting to turn it on again.

If the problem persists, consult the user manual or contact Alpinestars support.

Question 59

The LED indicator on the system is showing an error code. What does it mean?

Accepted Answer

Refer to the user manual for a list of error codes and their meanings. Follow the recommended steps to address the specific issue indicated by the LED codes.

Question 60

The airbag is not deflating after deployment. What should I do?

Accepted Answer

If the airbag does not deflate automatically, do not attempt to deflate it manually. Contact Alpinestars customer support immediately for guidance.

Question 61

The Tech-Air® System is triggering false alarms. How can I resolve this issue?

Accepted Answer

Ensure that the sensors are not obstructed and that the system is correctly calibrated. If false alarms persist, consult the user manual or reach out to Alpinestars technical support for assistance.

Question 62

The Tech-Air system software needs an update. How do I perform the update?

Accepted Answer

Using the Tech-Air app, you can update your product’s internal system software. Be sure to update to the latest version of the app to get the latest updates and information for your product.

More information can be found in the provided instructions in the user manual or on the Alpinestars website for updating the system software. Ensure that the update process is completed without interruptions.

Question 63

The jacket with the Tech-Air system doesn't fit properly. Can I adjust it?

Accepted Answer

Refer to the jacket's user manual for guidance on adjusting the fit. If adjustments do not resolve the issue, consider seeking assistance from an authorized Alpinestars retailer.

Question 64

The Tech-Air system is making unusual sounds. What does this indicate?

Accepted Answer

Unusual sounds may indicate a system issue. Refer to the user manual to identify the meaning of the sounds and contact Alpinestars support if necessary.

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