Refund policy

As we do offer free worldwide shipping on all orders over 100€, customers are responsible for any return cost when shipping exchanges and returns back to us. You will receive a gift card or the full amount of what you paid for the products, as long as your return follows our return guidelines!
 

Incorrect/Faulty/Damaged Items

In the unlikely event that you receive damaged goods

  • Upon receipt, please inspect your order immediately. Please be sure to inspect your items within 3 days of receiving your delivery for defects and issues. Contact email: andesalpaca.info@gmail.com
  • All defects and issues must be notified via email within that 3-day window and must include order number and images of the issue.
  • Any item defects found after 3 days of receiving the shipment will be assessed a restocking fee to be returned.
  • We cannot make exceptions once you have had the merchandise in your care for a longer period of time, removed tags, washed or worn it.
  • Please note that these are handmade alpaca products. Andes Alpaca is not responsible for characteristic details that may arise during the process.

 

Cancellations:

  • To cancel an order email andesalpaca.info@gmail.com within 12 hours of the order being placed. A 15% cancellation fee will be charged for any cancellation.
  • Cancellations will only be completed during our standard customer service hours (Monday - Friday 8:00 AM- 2:00 PM PST) 
  • Cancellation requests received after the 12-hour window, or outside customer service hours (this includes weekends), cannot be guaranteed and may still ship out per our shipping guidelines.
  • Coupons utilized will NOT be reimbursed or re-issued.

 

      Returns:

      • Returns will be issued refunds in the form of a digital Gift Card or the full amount of what you paid for the products (with the same payment method that you used in the order).
      • Returns must be in original, unused, unworn condition with no defects, no stains, no pet hair, no smells, or any signs that the item has been worn or used, with all tags attached and all packing slips included in the original package with the return. 
      • Please allow up to 3 business days to process your return once we receive it.
      • Returns must be sent to us within 30 calendar days of receiving your order (unless otherwise noted at purchase). The 30 days starts from the day the order was received by the customer. Returns older than 30 days will be rejected, and you will be contacted to have them shipped back to you at your expense.
      • Shipping charges are not refundable. We are not responsible for returned shipping costs, lost or stolen packages.

         

        To ship back your order: 

        • We do not provide free return shipping. Unless Incorrect/Faulty/Damaged Items.

        • Products must be returned in the original packaging with wrapping paper to protect it.

        • Feel free to ship your orders back with the carrier of your choice - shipping with tracking information is necessary. 

        • Include the original packing slip or your name and email address (one used to place the order) in the return. You may ship back multiple orders in the same package as long as you include the packing slips and the packages for each order. 

        • If any of the above points are not fulfiled, your order will be sent back to you.

         

        Please send your returns to:

        Sebastian von Marttens
        Am Botanischen Garten 5
        40225 Düsseldorf, Germany

         

        For more information check the Terms of service

         

        Last updated: 04/01/2023

        Please contact us at andesalpaca.info@gmail.com with any questions regarding this Agreement.