Please keep in mind that due to the nature of the fiber, all our items are unique and may vary slightly in appearance. These natural imperfections, color shade and shedding are not acceptable reasons for return. Most of our products are natural colors and made of all natural materials. These natural colors cannot be exactly duplicated every time, but will be within a shade of the color palette example. Returns are limited to defective merchandise or a mistake made on our end.
Please note that the customer will be responsible for any duty/VAT/import charges on refused or unclaimed shipments, in addition to return shipping costs. Shipping costs are not refundable on refused or unclaimed shipments. All prices in our online store are in U.S. dollars.
Are your shipments insured? Do I need to submit additional funds for insurance?
All of our shipments are insured. You do not need to submit additional funds for insurance, as this is included in our shipping fee.
Please realize that being handmade products most of them, designs and colors can vary slightly from the pictures.
What is ALPACA HOUSE policy on returns?
We want you to be completely satisfied with your purchases. We offer you extremely high quality products and extraordinary customer service. If you want more information of the product don’t hesistate to contact us, we will be glad to answer your questions.
What is your Exchanges and Refunds policy?
We allow refunds or exchange in the unlikely event you receive your goods broken, or in torn condition, or in the wrong colour. Please complete the returns procedure stating exactly what the fault is, also attach us in an email a picture from the same day the product is received.
We won’t be responsable nor refund or exchange the products if your national postal service damaged the package. Please also inform us if you want a refund or replacement and we will contact you, if you wish you can send it back (we won’t provide return postage fees) and we will send you the product that you order by Regular Air Mail. DON’T FORGET TO send it back to us unused and with original packaging within 7 days. No refunds will be available after the 3-day period (since you received your order) has expired.
Refunds will not be available if the returned products have been damaged or altered in any way before arriving to ALPACA HOUSE office, where the package must be sent.
IMPORTANT : No refunds or returns on custom orders.
All requests will be processed after our returns department inspects and verifies the condition of the item. Returns take approximately five business days to process upon receipt of the item.