Frequently Asked Questions
Shipping
All shipping costs and timeframe are calculated at checkout.
Australian, US & UK customers may receive a faster delivery timeframe on selected products based on the availability of products in our local warehouses.
If your order hasn't shipped, email your order number, full name, and updated address (if applicable) to hello@alpakagear.com.
Orders typically ship within 1-2 business days. Once shipped, we're unable to make any changes to the delivery address, cancel the order, or upgrade shipping. Even before an order ships, it may be too late to make updates. Thank you for understanding.
We ship worldwide, with the following exceptions:
We do not ship to:
- Countries in Africa (except South Africa)
- Countries in the Middle East (Bahrain, Cyprus, Iraq, Israel, Jordan, Kuwait, Lebanon, Oman, Qatar, Saudi Arabia, Turkey, United Arab Emirates, Yemen)
- Bangladesh
- Belarus
- Brazil
- China
- Christmas Island
- Cocos (Keeling) Island
- French Polynesia
- Guernsey
- Kosovo
- Maldives
- North Macedonia
- Norway
- Russia
- Serbia
- Ukraine
- Spain specific regions only : Balears (Balearic Islands), Las Palmas (Canary Islands), Santa Cruz de Tenerife (Canary Islands), Melilla
For the countries below, please visit our official retailers to purchase your ALPAKA products.
Shipping insurance is an optional add-on at checkout. By selecting Navidium, your order is protected against damage, loss, or theft. If your order arrives damaged or doesn't arrive at all, you can file a claim with us for a replacement or store credit.
If you added it by mistake, email us at hello@alpakagear.com as soon as possible. Refunds are only available on orders that haven't been fulfilled yet.
Returns & Exchanges
Please use one of the following links to start the return process:
- Returns not initiated through the portals above and sent without our knowledge will not be accepted.
- Purchases can be returned within 45 days of fulfillment.
- We can only process returns on orders that are placed on our website (www.alpakagear.com) and our mobile app. Products ordered from other platforms and authorized resellers will have to be processed on their respective platforms.
- All products returned must be unworn, unused and received in its brand new, original condition.
- All hangtags must be attached and each product must be shipped in its original packaging.
- The customer will be responsible for bearing the cost of shipping back the product(s) to us.
- Once returns are initiated, the products must be returned to us within 30 days of the request.
- We have the rights to deny credit if the returned merchandise does not meet our return policy requirements.
- Please note that it can take up to 10 days to process your return once we received the products.
- Replacement orders are not eligible for returns and refunds.
All returns go to the warehouse serving your region:
- United States: California
- Canada: Burnaby
- United Kingdom: Birmingham
- Europe (excluding the UK): Hannover, Germany
- Rest of the world: Melbourne, Australia
To ensure a smooth return process, we strongly recommend you to keep them separate and manage the return process within it's order number.
There are a few costs and fees that are not refundable:
a) Credit card and transaction fees.
b) Shipping costs.
c) Customs/import duties and taxes.
It can take up to 10 days for your return to be completely processed, once we have received your items at our warehouse. Please rest assured that we will send you an email as soon as you have been refunded.
If it has been longer then 10 days since the package has arrived at our warehouse, you can email us at hello@alpakagear.com for further enquiries.
Warranty
We're committed to making some of the best bags in the world. If something were to go wrong, we feel like we've let you down. This is why we offer a lifetime warranty against manufacturing defects. If at any time after purchase you find a manufacturing defect, please contact us at hello@alpakagear.com and send us a video or images. We will assess the damage and try to repair it free of charge.
After contacting us, it might make more sense to go to your local bag repairer. We will cover the repair. Approval from us is required before taking this route.
Please note that if you send the bag back you will need to arrange and pay for your own postage and we cannot refund these costs. We can’t take responsibility for anything lost in the post so please use a tracked service.
If for some reason the product cannot be repaired, we will either: give you store credit or provide a new product of the same value.
WHAT IS COVERED
- Manufacturing defects
- Damages caused during transit
WHAT IS NOT COVERED
- Damages caused after the item is received
- Wear and tear
- Deliberate damage caused by the recipient (cuts, slashing of fabric, etc.)
We are constantly looking for ways to improve our products to better meet the needs of our customers, so we'd love it if you sent an email to hello@alpakagear.com and shared your feedback with us.