Returns & Exchanges

Pure Alpaca offers 100% satisfaction to you on any purchase from us. We accept unworn, unwashed, or defective items with original labels attached, packaging for return and exchange processes within 30 days. Our customer service team will be happy to issue a refund to the original payment method

To begin the return or exchange process, please send an email with the subject: (Return/Exchange) Pure Alpaca + Order ID to the mail: customer-service@purealpacastores.com and our exchange/return form. The items will be reviewed and if they comply with our policies, we will proceed by issuing the respective certificate within 2 business days.

Once we have sent an email approval for your exchange/return, we will send an email with the shipping instructions.

In case of an exchange request, we will send order status notifications. In case of a return we will issue a refund to the original payment method.

Exchanges

Pure Alpaca offers exchanges, but shipping costs for the delivery and the return of the order must be paid in advance by the customer.

Returns

Orders are eligible for returns when it is the result of manufacturing or material defect, our customer service team will issue a full refund to the original payment method. Also, buying the wrong size of an item is acceptable, although shipping fees are assumed by the customer.

Conditions for a return or exchange

Pure Alpaca considers that shipping fees are non-refundable when purchasing an item. Please note we are sending all alpaca garments from Peru. 

All returns and exchanges must be sent by DHL in a secure package to the following address: Av Industrial 288, Ate, Lima-Peru.

We reserve the right to correct, update or change our return and exchange policy at any time without notice. 

IN ADDITION, IF WE REASONABLY DETERMINE THAT A PURCHASED PRODUCT THAT MIGHT OTHERWISE BE ELIGIBLE FOR RETURN WAS ORDERED THROUGH THE USE OF A ROBOT OR OTHER AUTOMATIC DEVICE OR SOFTWARE, WE RESERVE THE RIGHT, IN OUR SOLE AND ABSOLUTE DISCRETION OF REJECTION, TO REFUSE TO OFFER ANY REFUND AND/OR CHARGE A REINSTATEMENT FEE. 

If you still need help with an issue that has not been addressed above, please contact our Customer Service team by email at customer-service@purealpacastores.com