What payment methods can I use?
You can pay by credit or debit card (Visa, Visa Electron, Mastercard and American Express) and also through the PayPal platform and the Shopify platform.
Why can my card be declined?
There can be several reasons but usually it is because you have run out of funds...relax, it has happened to all of us...other times it can be because the card has expired or because you have entered some incorrect information or because there is a problem with your bank.
Can I ask for Tax Free?
Unfortunately no, Tax Free only applies to products that are bought in store and transported by yourself.
Is it safe to pay by credit card?
Yes, all your data is transmitted in encrypted form through a secure connection protocol, called SSL, which includes complex cryptographic formulas that allow your browser to connect to our website in a totally secure way.
HOW TO RECEIVE?
Where can I receive my order?
You can receive your order at the address you specify.
Can the delivery country be different from the country of purchase?
No, the country of delivery of the order must be the same country from where the order has been placed. That is to say, if the order is placed from Spain we must deliver the product to a Spanish address.
How long will it take for the package to arrive?
If you live in the Iberian Peninsula, you will receive your order in less than 5 working days. If you live in any other country of the European Union, you will receive your order in less than 15 days by standard delivery. For any other part of the world, in a maximum of 21 standard days.
We have signed contracts with:
DHL and TNT for Spain and Europe
DHL for the rest of the world.
They are the ones who guarantee to deliver the order within these ranges.
Do I have to pay customs tax?
Import taxes are charged once the package arrives at its destination and you will have to pay them. Each country has a different policy so it is difficult for us to know. Within the European Economic Community, there is currently no customs duty but VAT is charged.
HOW TO RETURN?
Can I return an item?
Of course you can! If what you have bought from us does not meet your expectations or has a small manufacturing defect, you can return it to us without any problem. Keep in mind that 100% HANDMADE products can always have a small defect.
How to return an item?
The purchase must be returned with all its products. In any case, for hygienic reasons, the products to be returned must be in perfect condition, unused, in their original packaging and seal and with all its accessories.
The customer must bear the cost of return shipping. In no case will be accepted in any case shipments to postage due.
The customer will be responsible for ensuring that both the product and its packaging arrive in perfect condition, being necessary to pack the items properly, in order to avoid possible damage during transport.
If you want to return your purchase send us an email to firstname.lastname@example.org and we will contact you so that a carrier will come to pick it up as soon as possible.
How long does it take to make a return?
You have 15 calendar days to make a return from the date of receipt of the order.
Do I have to pay for my return?
How will I receive the amount of my return?
By the same payment method you used to make the purchase.
When will I receive my refund?
In a maximum of 5 calendar days after receiving the return.
Do your products have a guarantee?
Be ALPACA covers the first two weeks of our items, so if you have any problem with it send it back to us and we will solve it. You have a period of 15 calendar days after receiving our product.