Customer Service


 

Customer Service Hours

Monday - Friday: 10:00am to 6:00pm PST

Call us: (888) 308-2636
 

Store Hours - La Jolla, CA:

1298 Prospect Street, Suite 1N, La Jolla, CA 92037

Monday - Friday: 11:00am to 6:00pm

Saturday:            12:00pm to 6:00pm

Sunday:               By appointment only

Phone:                 (888) 308-2636

La Jolla Storefront

 


Returns and Exchanges

We want to make your shopping experience with us as easy and smooth as possible. If you’re not 100% satisfied with a product you purchase from us we’ll happily accept returns and or exchanges within 30 days of clean, unworn and unwashed merchandise for a full refund.

Just keep the packing slip that came with your order and all the original packaging materials. Then call us at 888-308-2636, or email us at 

service@alpacacollections.com so we can help you process a return authorization. Please don’t return product without a packing slip or return authorization and allow at least three weeks to process your return.

All returns must be sent to the following address (regardless of where they were shipped from)
Alpaca Collections

3268 Governor Drive, Suite 251

San Diego, CA 92122

When returning a product, make sure you use a carrier who can track and insure your package. Unfortunately, Alpacacollections.com can’t be responsible for goods that somehow get lost on their way back to us. If you return products to an address other than the one listed above or without contacting us first, we have to charge a $10.00 restocking fee.

Remember, all returns must be clean, unworn and unwashed. If you have any questions about our policy, please call us before you return your product. Ultimately, we make our final decision on any product return once the product is in our hands.

International Orders

Please note that we do not cover any import taxes, duties and fees for orders outside the United States. If you are unsure, please inquire about shipping to your specific country, or check with your local authorities. For international returns, the customer is responsible for return shipping and any customs fees, taxes or other costs that arise from returning the product to us. Please contact us for more details at 888-308-2636

Gift Returns
No worries if your gift is the wrong color or size. We can help you get the right thing without your gift giving friend getting involved. Please contact us directly for information about how to exchange a gift. Call us at 888-308-2636, or email us at service@alpacacollections.com.

Exchanges
If you'd like to exchange something for a different size or color, or just get something else all together, we'll pay for the shipping on the new order. Send the original item back and we'll issue a credit back to the card used to place the original order. Give us a call and we'll place a new order for you and waive the shipping.

Security and Privacy

The security of your shopping experience at Alpacacollections.com is our top priority. We insure your confidentiality and security in two ways.

1. All your personal information, including your address and credit card number, is encrypted and delivered across secure Internet connections using SSL (Secure Socket Layer). Your web browser will let you know when the connection is secure. For example, Internet Explorer and Firefox use a lock icon displayed at the bottom of the browser when you’re on a secure web page. On all browsers the "http:" pre-fix will read "https:", designating that you are on a secure connection. When these indications are present, you can be confident of a secure transaction.

2. We take your information security seriously and we work hard to make sure that shopping on our website is safe for all customers. We employ multiple security tactics to keep your information secure.

If you’re still unsure about the security of your information or if you use a browser that doesn’t support SSL technology, please contact us at service@alpacacollections.com or call 888-308-2636 to place an order over the phone. Email communications aren’t secure so don’t send us your credit card information. We’ll never ask you for your credit card information via email.

Product Care

Alpaca fibers are naturally stain, odor and wrinkle resistant. Because of this, alpaca garments can go extended periods between cleanings. When it’s finally time for a cleaning or when you end up accidentally wearing your food, here are our suggestions for taking care of your garments.

Cleaning Woven garments (including jackets, coats and some vests)
For all of our alpaca coats, jackets and vests, we recommend cleaning with an eco-friendly dry cleaner. There’s a great Wall Street Journal article, Finding an Eco-Friendly Dry Cleaner, that talks about alternatives to Perc, the known air and groundwater pollutant and likely human carcinogen that’s used by most traditional dry cleaners.

Cleaning Knitwear (including sweaters, cardigans, and some vests and accessories)
Hand washing is the best method for cleaning Alpaca knitwear. It adds years to the life of your garment. However, not all of us have the time or patience to hand wash our clothes. In this case, we strongly encourage you to find an eco-friendly dry cleaner near you (see above).

If you do elect to hand wash your alpaca knitwear, here’s what we suggest:

a) Wash in warm water with a gentle soap. Rinse thoroughly in same temperature water. Don’t wring or twist.

b) Carefully support the wet garment while laying it on top of a dry towel. Push the water from the garment (don’t wring or twist) by rolling up the towel and squeezing the water into the towel. If there is a lot of water, you may need to replace the towel and repeat.

c) Air dry the garment on top of a dry towel on a flat surface.

Never place Alpaca knitwear on a hanger; the garment can stretch out of shape. The best way to put away your garment is to lay it flat on a shelf or in a drawer.

Cleaning socks, hats and gloves
All socks, hats and gloves (not the leather ones of course) are machine washable in cold water. We suggest they be placed in a pillowcase or one of those mesh laundry bags. They should then be left to air dry.

Storing your apparel and accessories
Make sure your alpaca products are clean and dry before you put them away for long-term storage (little critters like moths enjoy dirty fibers better). We suggest placing everything in a cedar chest during extended storage. Inside the chest, as well as in your closet or dresser, we also suggest including some cedar chips or lavender.

All knitwear, including sweaters and blankets, should be folded and laid flat. No knitwear should be placed on a hanger as this can stretch the material. For woven apparel or anything that you do place on hangers, we recommend using either a cedar hanger or those hanging cedar blocks.

Image Sources:
Zone Picking by Maarten van Maanen