Refund policy

RETURNS & EXCHANGES

We want you to love what you receive. If something isn't right, we're here to help.

Timeframe
Please email hello@alpacaapparel.co.uk within 14 days of receiving your order to request a return or exchange. Once approved, items should be sent back within 7 days.

Condition of Returns
All items must be returned unworn, with original tags and ties intact. Removing the do-not-remove tag makes an item ineligible for return. Items must be free from makeup, fragrance, self-tan, and stains, and returned in their original packaging. 

Due to the delicate nature of alpaca fibre, we ask that you take care when trying items on, please avoid sharp jewellery that may catch the fabric, and any products that may mark or transfer.

We are not liable for damage that occurs while an item is in your care. Any marks or damage noted on return may be subject to a cleaning or repair fee and could affect the outcome of your refund.

Refunds
Approved returns on full-price items will be refunded to the original payment method, minus the original shipping cost. Alternatively, we are happy to offer a store credit.

Return Shipping
Return postage is at your own cost. We strongly recommend using a tracked service,  we cannot accept responsibility for returns lost in transit. Where an item is confirmed as faulty due to a manufacturing defect, we will reimburse return postage up to £10.

International & EU Returns
Please label all returns clearly as RETURNED GOODS. Failure to do so may result in customs or duty charges, which we are unable to absorb as a small business. Any associated charges will remain the responsibility of the sender.

Sale Items
All sale purchases are final and non-refundable.

Events & Markets
Items purchased at pop-ups, markets, or external events are sold as seen and are non-refundable. Please inspect your purchase carefully before buying.

The Return to the Land Programme
At the end of a garment's life, we ask that you don't discard it. Our take-back programme gives every piece a considered ending, returned to us, passed on, or composted at home. Full details of this programme are available on the website in the Sustainability section.

For any queries, email hello@alpacaapparel.co.uk