Alpaca Collections | Customer Service

WORKING HOURS

RETURNS & EXCHANGES

If you’re not 100% satisfied with a product you purchase from us we’ll happily accept returns and or exchanges of unworn and unwashed merchandise for a full refund. The product(s) must be returned and received by our warehouse within 30 days from the date you receive your order.

Just keep the packing slip that came with your order and all the original packaging materials. Then email us so we can guide you throughout the process. Please note that we do not provide a return label.

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.

Once we receive the package in our warehouse, we'll exchange them for any other item that you like from the website or process the refund of your money.

EXCEPTIONS

* For items purchased on special promotion with a discount of 40% or more from original retail price, we only offer exchanges or store credit.

* For special order items such as Vicuna sweaters, coats and jackets, and some Panama Hats, we can only accept exchanges, because these items are custom ordered.

All returns must be sent to the following address:

Alpaca Collections

Returns Department

5055 Enterprise Blvd

Toledo, OH 43612

888.308.2636

When returning a product, make sure you use a carrier who can track and insure your package. Unfortunately, Alpaca Collections 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.

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.

GIFT RETURNS

Do not worry 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.