FAQ's
Where is located your main office?
Our main office is based on Lima City, Peru.
Do you have a physical store?
Currently we don't have a physical store. We have an online store where we ship our products worldwide.
To which countries can you ship your products?
We can ship our products to any country, except countries under a state of war.
How long does it take to arrive my product?
The delivery time varies depending on the continent of the destination country. Here's our transit time:
- America: 3 - 4 weeks
- Europe: 3 - 4 weeks
- Asia: 4 - 6 weeks
- Oceania: 4 - 6 weeks
Do you have discounts?
Yes. By signing up for our email list, you will receive a special discount on your first order. Additionally, we encourage you to explore our entire website, as there are ongoing offers on select products. We also recommend following us on our social media platforms, as we regularly announce special promotions and offers there.
What is the shipping cost?
Free shipping worldwide.
What is your return policy?
If a package is returned because the address provided to us was not correct, we are not responsible for re-shipping. We will contact you for the correct address; shipping & handling charges will need to be re-paid before we can send the package again.
Our return policy allows for product returns in the event of shipping errors. In such case, we cover the return shipping costs and will resend the correct product at no additional cost to you. Our goal is to ensure that you receive the product you ordered without any inconvenience.
What payment methods do you accept for purchases?
We accept Pay Pal, VISA, MasterCard, Diners Club International, AMEX.
Can I track my order once it's shipped?
Yes, you can track your order once it's been shipped. You only need to log with your account, and you will be able to see the status and location of your shipment. If you have any questions or need assistance with tracking, please don't hesitate to reach out to our customer support team, and we'd be happy to help.
Are your alpaca products ethically sourced?
Yes, our alpaca products are ethically sourced. We are committed to ensuring that our sourcing practices adhere to high ethical standards. Our suppliers follow responsible and sustainable methods, and we prioritize the well-being of both the alpacas and the communities involved in the production process. We take steps to guarantee that our products are produced with the utmost respect for animal welfare and environmental sustainability.
My product is damaged, what now?
Please contact us as soon as possible. We will assist you with the next steps, which may include a replacement or a refund, depending on our return policy. Our goal is to resolve this issue promptly and to your satisfaction.
Can I make changes to an order I already placed and paid?
Certainly, however, this option is typically available only shortly after the order is placed. Orders are frequently processed and shipped within approximately half a day after being placed. Please reach out to our Support team to inquire about the possibility of making changes to your order at this point.