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For Orders placed since March 14, 2020
As we face an epidemic situation due to COVID-19 (Coronavirus) and due to a Supreme Decree submitted by the Peruvian Government, we will continue to process all online purchase orders regularly, but please note that they will be shipped as soon as the quarantine period ends.
At Sol Alpaca, we continue to respect and proceed according to the guidelines established by local and international institutions to guarantee the well-being and health of our clients, employees and the community.
Our customer service continues to be active in case of doubts, suggestions or comments.
Stay safe, take care and thanks for your understanding,
SHIPPING TO AMERICAN AND EUROPEAN UNION (EU) COUNTRIES
Delivery charges: In Sol Alpaca, we give you the best conditions in terms of delivery services by working with the shipping company leader, DHL. Our online store has flat shipping costs of US$25.00 for USA, Canada, other American Countries and European Union (EU) countries. Keep in mind that you will have FREE delivery for orders over $150, but please be aware that we do not ship in USA to Hawaii, Alaska and military bases.
Considered European Union countries are: Austria, Belgium, Bulgaria, Cyprus, Czech Republic, Denmark, Finland, France, Germany, Greece, Hungary, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Republic of Ireland, Romania, Slovakia, Slovenia, Spain, Sweden, United Kingdom(UK)
Considered American countries are:
USA, Canada, Mexico, Colombia, Ecuador, Panama, Costa Rica, Guatemala, Brasil, Argentina, Uruguay.
How long: Shipping times vary between 6-7 business days*. Orders are usually processed within 2 business days*, and items usually arrive in 5 business days once shipped.
SHIPPING TO ASIAN COUNTRIES AND OCEANIA
Delivery charges: In Sol Alpaca, we give you the best conditions in terms of delivery services by working with the shipping company leader, DHL. Our online store has flat shipping costs of US$50.00 for Asian countries and Oceania. Keep in mind that you will have FREE delivery for orders over $250.
Considered Asian countries and Oceania are: Japan, South Corea, Hong Kong, Taiwan, Singapur, Macao, Malaysia, New Zealand.
How long: Shipping times vary between 10-12 business days*. Orders are usually processed within 2 business days*, and items usually arrive in 10 business days once shipped.
Customs, Duties, and Taxes
As we are sending clothes from Peru, your packages might be subject to the customs fees, taxes and import duties of the country of destination, which will be shown at the checkout moment when selecting the destiny country of the goods.
When shipped orders reach the country of destination, they may be subject to customs clearance procedures that can cause delays beyond original delivery estimates. We ask for your understanding for any delays caused by the above conditions, as these are beyond our control.
In this case, please contact our customer service at email@example.com, and we will forward your DHL airway bill to enable you to track your order.
For more information about customs procedures that might cause delivery delays, please contact your local customs office.
SHIPPING TO ANOTHER COUNTRIES
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RETURNS & EXCHANGES
If need be, you may return any Sol Alpaca products with their respective hangtags, labels and packaging in their original, unused condition for a full refund of the merchandise value. We will gladly accept your return within 15 days of arrival at the destination specified in the order. Purchases made with a debit or credit card will be refunded back to the card.
The return request must meet solalpaca.com’s requirements in order to receive approval for the return of the product. Once approved, the refund process generally takes 7 to10 business days* to proceed once the product has been collected by the courier company.
To return an item, we need the following information:
- Invoice number
- Date of purchase
- The reason you wish to return/exchange the product.
- Item specifications for the product you would like instead.
Sol Alpaca does not accept customized or personalized products. Customized products are ONLY REFUNDABLE in case of manufacturing or material defects, in which case you may contact customer service via phone or email for assistance.
To exchange a product for another, please follow the steps below:
- Send an email to firstname.lastname@example.org and we will contact you within two business days to enquire about the reasons you have to exchange the products. We will then evaluate the reasons for exchanging the products that you mentioned.
Once we have answered your email, with approval given for the exchange of the product, we will send you an invoice that you must print and deliver to the courier company when collecting the product.
If the exchange of the product is approved, then we will proceed to coordinate with the courier company to program the collection of the product at the agreed address.
The courier company will contact you, to arrange a time for the pick up of the product. After we have received the merchandise, we will send you the new product you have selected.
The shipping costs for exchanging merchandise will be assumed by the customer.
Conditions for exchanges and returns: Each product has its own measures and sizes, and it is the responsibility of the client to choose the product carefully after taking their measures and sizes into consideration by referring to the what’s my size section in the web (here).
It is valid to return the products, although the shipping costs and other expenses are the sole responsibility of the client and will be deducted from the refunds.
The exchange of products is acceptable, but all shipping costs (the delivering and the returning of the item) are responsibility of the client and must be paid in advance in order to proceed with the exchange of the products.
There is a rigorous quality control procedure for each order, which ensures there are no flaws on the products before we put them into packages and send them to our clients, so if there is any complaint about any imperfection or flaws on the products they will be subjected to a review and evaluation.
To return or change any products, please follow the next steps:
- Send an e-mail to email@example.com indicating the reasons for the exchange or return of the product taking into consideration the steps mentioned above. We will then get back at you as soon as possible
*Please remember that we are sending all clothes from Peru and that the term “working, or business days” takes into account Peruvian public holidays.