RETURNS

Thank you for shopping with Alpaca South.

Faulty Returns

If you find a fault with your product(s) on their arrival, we're here to help. Email Alison at alpacasouth@gmail.com and provide your email receipt, description of the fault and photos if possible. For fault-related returns, you have 30 calendar days to return an item from the date you received it.

Change of Mind Returns

Unfortunately due to the size and capacity of our business, we are unable to offer change of mind-related returns. We will do our utmost to ensure you receive items as you expect them. To ensure you are happy with your purchase, we encourage you to contact us with any questions prior to making a purchase. Perhaps you need extra photos? We'd be happy to oblige.

Eligible Returns

To be eligible for a return, your item must be unused and in the same condition that you received it. Your item needs to have a receipt or proof of purchase. You must notify us before sending a returned item and await our instructions before proceeding.

Refunds

Once we receive your item, we will inspect it and notify you that we have received your returned item. We will immediately notify you of the status of your refund after inspecting the item. If your return is approved, we will initiate a refund to your credit card (or original method of payment). You will receive the credit within a certain number of days, depending on your card issuer's policies.

Shipping

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are nonrefundable. If you receive a replacement product due to a fault, Alpaca South will cover the shipping costs.

If you have any questions on how to return your item to us, contact us at alpacasouth@gmail.com.

SHIPPING

Shipping options

Domestic Shipping: 3-5 Business Days

Orders under $150: $15

Orders $150- $250: $25

Orders over $250: Freight Free

International Shipping - coming soon. In the meantime, feel free to email us to enquire or to get a shipping quote.

Covid-19 Delays

Generally speaking, it seems that delivery delays experienced during the COVID-19 pandemic have been resolved.
We’d like to thank our customers for their patience and understanding - it was a rocky road there for a while!

Shipping times

Alpaca South is not liable for any delay in delivery. Delivery times may be updated at our discretion at any time where necessary.

Countries we deliver to

Australia

New Zealand

United States - available soon
Canada - available soon

United Kingdom - available soon

Customs

Alpaca South will send international shipments via Australia Post. Orders from New Zealand will be sent standard air, or express air if requested. Customs Duty may be levied on arrival - depending on value - and is your responsibility.

Taxes and Duties

Please note that in accordance with Australian export regulations, we are required to declare the exact value of all items and identify the order as dutiable “merchandise”. We are also prohibited by law from identifying an order as a “gift” for export purposes, even if a customer has placed the order with the intention of delivery to a gift recipient.

For more information on taxes, duties and customs regulations please contact your local customs office directly.

Delayed delivery

We make every attempt to deliver goods within the estimated time frame however, we will not accept any responsibility or liability for any late deliveries and may vary from product to product.

Delivery process

Once your order has been dispatched, you will receive an email with tracking details, which will allow you to track your order every step of the way.

Lost or damaged goods

If your order is lost or damaged in transit, please send us an email.

If you have any questions about shipping, please get in touch with us.