Customer service

As soon as you have entered all your details on the checkout page, you will be redirected to the payment page. We accept various payment methods, including iDEAL.

We take your online safety very seriously. Personal and payment information is safe and no data is sent without encryption. Securing your information is our top priority. All orders are shipped over a secure internet connection using SSL (Secure Sockets Layer) encryption and other measures.

If your card is authorized, payment will be charged directly to you and you will receive an email confirming that your order has been successful. Only paid orders will be processed. We do not charge (afterwards) fees for failed payment transactions.

Orders until 4:00 PM are shipped the same day on weekdays. Usually you will have your order delivered the next day. After your order has been shipped, you will receive a tracking number via email that allows you to track your package right to your front door.

Your order will always be shipped with a tracking number. Orders over € 75 are shipped for free within the Netherlands, Belgium, Luxembourg and Germany. For all other orders € 3.95 is charged for shipping within the Netherlands, Belgium, Luxembourg and Germany. The shipping costs for returns are for your own account.
For countries other than the ones listed above local courier costs apply.

We ship our packages with PostNL. If you are not at home to receive the package, the carrier will leave a note with information about how and where you can pick up the package. It is also possible that PostNL will try twice to deliver your package. Please note that we can no longer change a delivery address once the order has been shipped. Moreover, we will not send your package again if you have not been able to receive it.

If for any reason you wish to return your online purchase, you can return unused items within 14 days of receipt. Original tags must be attached and the product must be in original condition. You can register your return via https://www.retourneren.nl/alpacaloca .

To process your return as quickly as possible, we ask you to include the packing slip in the box. The return costs are for your own account. We are not responsible for products that are damaged or lost during return. We recommend that you use a courier service that insures you for the value of the items you are returning and provides you with proof of shipment.

Keep the track and trace code as proof of shipment (tip: take a picture of it).

After we have received the items back, we will refund the amount paid for the item in question (including any shipping costs) within 14 days.

We will refund you with the same payment method you used to purchase the item.

As soon as we have received your returned items, we will send you an email. It may take a while before we have processed your return. The refund will follow within 14 working days after we have received the item back.

All products in the shop are in stock and ready to ship. If a color or size is not listed on the product information page, the item is no longer in stock and you can no longer order it.

The prices in our webshop are inclusive of VAT.