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:

For regular orders, the statutory cancellation rights according to EU consumer protection law apply.

  • Cancellations will only be processed during our standard customer service hours (Monday - Friday 8:00 AM - 2:00 PM CET).

  • Cancellation requests received after the 6 hour window or outside of customer service hours (including weekends) cannot be guaranteed and may still be shipped according to our shipping policy.

  • Used vouchers will NOT be refunded or reissued.

For pre-orders, we offer the following policy:

  • You may cancel your pre-order within 14 days of placing your order.

  • If the cancellation is made within 6 hours of placing the order, the entire amount including the deposit will be refunded in full.

  • If the cancellation is made after 6 hours, we will retain the deposit of €40. This covers our production and material preparations and is non-refundable.

Please note: The remaining payment is only due as soon as your item is ready for dispatch.
Please send cancellation requests by e-mail to andesalpaca.info@gmail.com.

 

      Returns:

      You have the right to cancel your order within 30 days of receipt of the goods without giving any reason, unless it concerns personalised or customised items.

      Prerequisite for a return:

      • The item is in unworn, mint condition, including all labels.

      • Returns must be sent back to us within 30 calendar days of receipt.

      • The costs for the return shipment are borne by you as the buyer.

      • After receipt and inspection, the refund will be made via the originally selected payment method.

      Pre-orders can also be returned, but the original deposit of €40 will not be refunded.

         

        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.

         

        Important note on the deposit for pre-orders

        The deposit of €40 serves to cover fixed production and logistics costs and will not be refunded in the event of cancellations or returns. This applies regardless of whether full payment has already been made or not.

         

        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: 08.05.2025

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