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Customer service

Need help? We're happy to assist you

Payments

We accept the following secure payment methods: iDeal, PayPal, Mastercard, Maestro, Visa and bank transfer.

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Delivery

Within the Netherlands we ship with PostNL. Orders placed before 4:00 PM are shipped the same day on weekdays.

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Returns

If you are not satisfied with your purchase, you can return your product (s) to us within 14 days of delivery.

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FAQ

Please take a look at the frequently asked questions to see if your question has already been asked and answered.

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Contact

Do you have questions or need help with your order? We're here to help. Send us an email, we''ll be sure to respond quickly.

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Become a reseller

Are you the owner of a shop and interested in selling our collection? Let's work together! Please fill in the form and we will contact you as soon as possible!

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Opening hours

We are happy to assist you in answering all your questions or when you need advice. We understand that you don't want to wait all day for an answer, that's why we always respond quickly. During the following times we are at your disposal:

Mon to Fri: 10:00 am - 5:30 pm

Payments

How do I pay for my order?

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.

Is it safe to order online?

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.

When will the payment be charged?

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.

Delivery

When will my order be shipped?

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.

What are the shipping costs?

Your order will always be shipped with a tracking number. Orders over € 75 are shipped for free. For all other orders € 3.95 is charged for shipping. The shipping costs for returns are for your own account.

What is the delivery time for my order?

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.

Returns

How do I return items?

If for any reason you wish to return your online purchase, you may return unused items within 14 days of receipt. Please send your item to the return address below. In order to process your return as quickly as possible and refund your purchase price, please include your packing slip, or if it is missing, the order number with the return address. To use your right of withdrawal, you must let us know by e-mail within the 14-day cooling-off period that you wish to exercise your right to withdraw from the contract. You must return the item within 14 days of receiving your order. You can return the items by post or courier. The return costs are at your own expense. We are not responsible for products that are damaged or lost during return. We recommend you to use a courier service that insures you for the value of the items you are returning, or gives you a proof of posting.

Keep the track and trace code as proof of shipment (tip: take a picture of it).
Make sure the items you want to return are well packed and ship them to the following address:

Fulfilment Center Achterhoek

Retour Alpaca Loca #ordernummer
Edisonstraat 58
6902 PK Zevenaar

When will I receive my refund?

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.

Have you received my returned items?

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.

Frequently Asked Questions

Is a product still in stock?

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.

Do you include VAT in your pricing?

The prices in our webshop are inclusive of VAT.

Didn't find your answer?
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Send us an email

On business days we respond within 24 hours, usually faster.

info@alpacaloca.eu

Contact form

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