You have the following options: Quickly and conveniently directly in our online shop or manually via email, phone, or WhatsApp with our customer service. Please note that for a manual order, only prepayment or PayPal is available as a payment method.

Tel.: +49 7531 127 30 30
WhatsApp: +41 76 605 89 65
E-Mail: sale@alpaca-onlineshop.com

No. You can place your order as a "guest." However, having a customer account has its advantages. This way, you can view your order history and track the current status of your order.

Please enter the coupon code in the designated field. You can find this in your cart area on the right side under the total price. If it does not work, check if the coupon code has been entered correctly.

Please check the following:

• Was the coupon code entered correctly, or could there be a typo?
• Is the coupon code still valid? Our coupons are issued for 1 year from the date of purchase.
• Is the discount code only redeemable on certain products?
• Has the coupon code already been redeemed?

If you have chosen "Purchase on Account" as your payment method, unfortunately, changing the delivery address is not possible. Alternatively, you can cancel the order and place a new order with the desired delivery address. Please note that with a purchase on account, the delivery and billing address must be identical. Have you chosen a different payment method and not yet received a shipping confirmation? Then please contact our Customer Service.

Unfortunately, a subsequent change is not possible. If you have not yet received a shipping confirmation, we can cancel the order so that you can place a new order.

For this, please contact our Customer Service.

As long as you have not received an email with the shipping confirmation, you can cancel the order. For this, please contact our Customer Service.

In our online shop, we offer the following payment options:

• Purchase on account (Powerpay)
• Credit card (VISA, MasterCard, American Express)
• PayPal
• Instant transfer
• Apple Pay

Payment in advance is only possible with a direct order through our customer service via email, phone, or WhatsApp.

Tel.: +49 7531 127 30 30
WhatsApp: +41 76 605 89 65
E-Mail: sale@alpaca-onlineshop.com

Payment in advance is only possible with a direct order through our customer service via email, phone, or WhatsApp.

Tel.: +49 7531 127 30 30
WhatsApp: +41 76 605 89 65
E-Mail: sale@alpaca-onlineshop.com

If you have chosen to place an order on account, the invoice will be sent to you via email directly from our billing service provider Powerpay, along with the bank details. You will not find any information about the bank details on the invoice, in your customer account, or in our online shop. If you do not find the invoice in your email inbox, please check your spam folder. If you have not received an email from Powerpay, please contact Powerpay directly with your inquiry and the order reference at: info@powerpay.at

There can be different reasons why you cannot order on account:

• Delivery and billing address are not identical
• Parcel station as delivery address
• There is still an outstanding invoice for another order
• Possible typo in the name, street, incorrect postal code – you will not be found with the provided address

Yes, gift vouchers are available with the following values in three different designs (artwork, photo, and "Love") in our online shop:

20 EUR, 25 EUR, 50 EUR, 75 EUR, 100 EUR, and 200 EUR

We are also happy to create vouchers for custom amounts. Simply contact our customer service for this.

Gift vouchers can only be redeemed in our online shop.

If you paid for the entire order with a gift voucher, but wish to return part of the order (or everything), a new voucher code for the corresponding amount will be generated for you and sent electronically via email.

Please check the following:

Was the coupon code entered correctly, or could it be a typo?
Is the coupon code still valid? Our coupons are valid for one year from the date of purchase.
Is the discount code only redeemable for certain products?
Has the coupon code already been redeemed?

Please enter the coupon code in the designated field. You can find this in your cart area.

If it does not work, check if the coupon code has been entered correctly.

Basically, you can choose one of the two shipping service providers: DHL or DPD

Your order leaves our warehouse on weekdays within 24 hours. The delivery time is approximately 2-3 business days in Germany and Austria, and about 4-10 business days in the remaining EU countries.

From November to January, there may be delays from the shipping service provider due to increased package volume.

All information regarding delivery times is without guarantee.

You can find information about our shipping costs here: Shipping Information

The shipping conditions may change continuously and are subject to change without notice.

You have the option to pick up your order. Once the order is ready for pickup, you will receive a confirmation email. The pickup is free of charge.

Pickup address:
alpaca-onlineshop
August-Borsig-Str. 9, 78467 Konstanz

Express shipping is currently only available within Germany. For express shipping, we absolutely need your phone number.

As soon as the package has been handed over to the shipping service provider, you will automatically receive an email from us with a link to track your package and the tracking number of your package. Please note that location tracking is not immediately available, but only once the package has been scanned at a distribution center. Typically, the update takes a maximum of 24 hours.

You will automatically receive an email from us with a link to track your package and the tracking number as soon as your package leaves our warehouse. Please note that the link will only be active after your package has been scanned for the first time at a distribution center of our shipping service provider. Typically, the update takes up to 24 hours at most.

If your delivery is incomplete or you have received the wrong item, please contact our customer service, we are happy to assist you. Please send us an email with a photo of the delivery note (you can find this in the package), as well as the packaging and the received products. sale@alpaca-onlineshop.com

To avoid shrinking, we recommend washing garments made from alpaca fiber only by hand in cold water at a maximum of 30°C using a wool detergent without softeners, and to refrain from wringing. To keep your favorite pieces in shape for a long time, do not use a dryer; instead, lay them flat to dry. Garments without silk content can also be washed in the machine on a gentle cycle (wool cycle) without spinning at a maximum of 30°C with a wool detergent (without fabric softener). When washing in the washing machine, please note that you should not wash alpaca fiber with other materials and do not overload the machine, as this can lead to felting of the alpaca fiber.

You can find more tips here: Care Tips

For each product (excluding accessories and socks), you will find a size chart.

Use the information as a guideline, as sizes may vary depending on the model.

The yarn requirement depends on the pattern, the needle size, and how tightly you knit. The specifications listed below are guidelines for knitting without a pattern and are not binding. We recommend that you always order one to two extra skeins (depending on the size of your project), as the color may vary slightly with a reorder.

If your desired product is sold out, please contact our Customer Service. We will be happy to inform you as soon as the item is available again.

This is always subjective. Some people are significantly more sensitive when it comes to the sense organ skin, especially on the neck. Those who already show reactions to cashmere should opt for the premium goods (Royal Alpaca) when it comes to alpaca. When in doubt, we always recommend trying the product on, even if this carries the risk of a return. We do not want you to be unhappy with the product. If the product itches, please try airing it out in fresh air. This will remove the smallest loose hairs that are responsible for that feeling. In most cases, this helps.

Like every product made from natural wool, alpaca products can also pill. In particular, the very fine goods (Premium) can lead to unwanted pilling in men (due to facial hair). This is not a defect in the product.

Most allergic reactions occur with wool products, as the animals achieve protection against moisture through the wool fat lanolin. Although there is hardly any scientific evidence for this, many people are allergic to the chemical removal or to the lanolin itself. In contrast, alpacas have almost no lanolin in their fiber, as moisture regulation occurs through the smooth surface structure itself.

Moths love alpaca products! That's why it's important to protect our clothing from these little pests. We provide tips & tricks for natural and unprocessed helpers:

• VINEGAR WATER
  Regularly clean your closets and shelves with vinegar water. The smell of vinegar drives away the unwanted roommates.
• CLOTH BAGS
  Store your inventory and winter wardrobe well-packaged in tight cloth bags or plastic covers.
• LAVENDER FLOWERS
  Place intense but natural fragrances in your closets and shelves, such as lavender flowers or cedar wood.
• NEWSPAPERS
  Place newspapers between the boxes in your wardrobe.
• PARASITIC WASPS
  If you want to actively hunt, get small helpers in the form of parasitic wasps. These tiny beneficial insects are harmless and will disappear on their own once the moth population is defeated. Parasitic wasps can be purchased online, but they are often available at your local hardware or drugstore.

If a product does not meet your expectations or you would like to exchange it, you can return it to our return address within 30 days. You can find the return address and return conditions here: Returns

Yes. Please note that the return of the order is at your own expense, as we unfortunately cannot refund shipping costs.

A return is possible within 30 days if you would like the ordered item (unworn and unwashed, in the original packaging with the tag) in a different color or size. If you wish for a different item, we ask you to return the received item and place a new order for the new item. We will refund you for the returned item using the payment method chosen at the time of order. Please note that you must adequately stamp your return. Return shipping costs are your responsibility.

If you have paid for the entire order with a gift voucher but return part (or the entire order), a new voucher code for the corresponding amount will be created for you and sent via email. A gift voucher cannot be redeemed for cash.

We process returns as quickly as possible. However, we cannot issue a refund until your return has arrived at our warehouse and has been inspected. The amount will be refunded within 7-14 business days.

If you return an item without a tag or wrinkled, the refund will be delayed until the product is refurbished and ready for sale again.

Please describe your repair request to our Customer Service. For this, we need a description of the defect, pictures of the damaged product, and information on where and when you purchased the product. Our internal repair department will then decide whether a repair is possible.

The costs and the repair duration depend individually on the effort and the defect. Our customer service will inform you of this information before the repair.

If you have received a defective product, please contact our Customer Service immediately. We are happy to assist you. Depending on your preference, the amount will be refunded after the product is returned, or a new shipment with a flawless item (if available) will be arranged. Please send us an email with a photo of the delivery note (which you will find in the package), as well as the received product and the defect.

If your delivery is incomplete or you have received the wrong item, please contact our Customer Service, we are happy to assist you. Please send us an email with photos of the delivery note (you can find this in the package), as well as the packaging and the received products.