Can I modify my order?
We start processing your order quickly, which means we cannot make changes once you have completed the purchase. For this reason, remember to check your details before buying!
When will I receive my purchase confirmation?
During the course of the day, via email. Please note that payment approval can take up to 24 hours. If your payment is rejected, you will receive an email with the cancellation notice.
Shipping
¿What payment methods do you accept?
Pay safely and easily with PayPal. Use your PayPal balance, or check out with any major credit or debit card Visa, Mastercard, American Express, and Discover all accepted. No PayPal account required.
Is it safe to shop online?
Yes buying from Pure Alpaca is 100% safe.
- Secure checkout your payment information is fully encrypted (SSL protected).
- Trusted payment methods pay with PayPal, Visa, Mastercard, American Express, or Discover.
- Real stores, real people visit us in person at Larcomar (Lima) or Cusco.
- Hassle-free returns 7 day return and exchange policy on eligible items.
- Order confirmation you’ll receive email updates every step of the way.
- 20+ years of experience crafting authentic baby alpaca garments.
Have questions? Reach us at sales@purealpacastores.com — Monday to Sunday, 8:00 a.m. – 6:00 p.m.
At Pure Alpaca, we want you to shop with complete confidence. That’s why we offer a simple and transparent returns and exchange policy.
Timeframe: You have up to 7 calendar days after delivery to request an exchange or return.
When does it apply?
- If your garment has a manufacturing defect or arrives in poor condition.
- If you need to exchange for a different size, color, or model (subject to stock availability).
Product conditions:
- Must be unused and in its original condition, with all tags attached.
- You must keep your purchase receipt or invoice.
How to request it:
- Complete our official returns and exchange form.
- Attach photos or videos showing the issue (in case of a defect).
- Our quality team in Peru will review your request.
- Once approved, you’ll receive a replacement, coupon, or refund, as applicable.
Shipping:
- If the product arrived defective, Pure Alpaca covers the cost of shipping the replacement.
- If the exchange is for size/color/preference, the shipping cost is covered by the customer.
This policy does not apply to:
- Sale, clearance, or discounted items.
- Requests submitted after the 7-day period.
- Personalized products.
If you need help or information regarding the status of your order, please click the button below to reach our WhatsApp support team; we will assist you as soon as possible between 9:00 a.m. and 6:00 p.m., Monday through Friday.