You can place your order conveniently through our online shop or by contacting our customer service.

The following ordering options are available:

Online shop
E-mail: sale@alpaca-onlineshop.com
Phone: +49 7531 127 30 30
WhatsApp: +41 76 746 36 91

Please note that orders placed by e-mail, telephone or WhatsApp can only be paid by bank transfer in advance.

No. You can place your order at any time as a guest without creating a customer account.

However, creating a customer account offers several advantages. You can view your order history, track the status of your orders and enjoy a faster checkout for future purchases.

You can enter your voucher code in the shopping cart or during checkout in the designated field. The discount will be applied automatically once the code has been accepted.

If your voucher code does not work, please check that it has been entered correctly and is still valid.

If your voucher code does not work, please check the following:

• Has the voucher code been entered correctly?
• Is the voucher code still valid? Gift cards are valid for one year from the date of issue.
• Is the voucher code only valid for selected products or categories?
• Has the voucher code already been used?
• Has the required minimum order value been reached, if applicable?

If your voucher code still does not work despite being entered correctly, please contact our customer service. We will be happy to assist you.

Your order confirmation is sent automatically by e-mail once your order has been completed.

Please check your spam or junk mail folder first. If you still cannot find your order confirmation, please contact our customer service. We will be happy to check whether your order has been received successfully.

Yes. Delivery to a DHL Packstation is generally possible.

Please note that this delivery option is only available if you choose DHL as the shipping carrier. Depending on the selected payment method, such as payment by invoice, delivery to a Packstation may not be available.

Please enter the delivery address as follows:

First name
Your first name

Last name
Your last name

Address
Packstation + number

Additional field (apartment, room, etc.)
Your DHL customer number (Postnummer)

Postcode and city
12345 Sample City

Please make sure that both your DHL customer number and the Packstation number are entered correctly to ensure successful delivery.

If you have selected payment by invoice, it is unfortunately not possible to change the delivery address after your order has been placed. In this case, you can cancel your order and place a new one using the correct delivery address.

Please note that, when paying by invoice, the billing and delivery addresses must be identical.

If you have chosen a different payment method and have not yet received a shipping confirmation, please contact our customer service. We will be happy to check whether your delivery address can still be changed.

Unfortunately, it is not possible to change items or quantities once an order has been placed.

However, if you have not yet received a shipping confirmation, we can cancel your order so that you can place a new order with the correct items.

Please contact our customer service as soon as possible.

Yes. You can cancel your order as long as it has not yet been shipped and you have not received a shipping confirmation.

Please contact our customer service as soon as possible. We will be happy to check whether cancellation is still possible.

Our online shop offers the following payment methods:

• Payment by invoice (Klarna)
• Credit card (Visa, Mastercard, American Express, Diners Club, UnionPay, JCB, Maestro)
• PayPal
• Bank transfer (advance payment)

You can also place your order through our customer service by e-mail, telephone or WhatsApp. In this case, payment is only possible by bank transfer in advance.

Customer Service
Phone: +49 7531 127 30 30
WhatsApp: +41 76 746 36 91
E-mail: sale@alpaca-onlineshop.com

Yes. Your payment information is transmitted using encrypted connections through secure and trusted payment service providers. Your data is processed and protected in accordance with the latest security standards.

Depending on the payment method selected, payment processing is handled by specialised providers such as Klarna, PayPal or the respective credit card companies.

Yes. You can choose bank transfer (advance payment) when ordering through our online shop or when placing an order directly with our customer service by e-mail, telephone or WhatsApp.

Phone: +49 7531 127 30 30
WhatsApp: +41 76 746 36 91
E-mail: sale@alpaca-onlineshop.com

Payment by Invoice (Klarna)

If you have chosen payment by invoice, you will receive your invoice, including the payment details, directly from Klarna by e-mail.

If you cannot find the e-mail, please check your spam or junk folder. If you have any questions regarding your invoice, please contact Klarna Customer Service directly.

Bank Transfer (Advance Payment)

If you have selected Bank transfer (Advance payment) as your payment method, you will find the bank details directly in your order confirmation. You can also access them at any time via the "View your order" link in your order confirmation.

Please transfer the invoice amount within 10 days, stating your order number as the payment reference.

Bank Details
Account Holder: APU KUNTUR GmbH
Bank: Volksbank Freiburg eG
IBAN: DE19 6809 0000 0029 1313 09
BIC/SWIFT: GENODE61FR1

Your order will be released for shipment once payment is received.

There are several reasons why payment by invoice may not be available:

• The billing and delivery addresses do not match.
• A DHL Packstation has been selected as the delivery address.
• There is an outstanding invoice from a previous order.
• Your personal details (name, address or postcode) could not be verified by the payment service provider due to incorrect or incomplete information.

Yes. You can purchase gift cards with different designs and values in our online shop.

The following gift card values are available:

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

Upon request, we can also issue gift cards with a custom value. Please contact our customer service for assistance.

Please note that gift cards can only be redeemed in our online shop.

If you paid for your order in full or in part with a gift card and return one or more items, the refund will generally be made to the original payment method and/or the gift card used.

If the order was paid entirely with a gift card, the refunded amount will be credited back to the same gift card.

If the order was paid partly with a gift card and partly with another payment method, the gift card portion will be credited back to the gift card. Any remaining amount will be refunded to the original payment method.

Yes. You do not have to use the full value of your gift card in a single purchase.

If the full value is not used, the remaining balance will stay on your gift card and can be redeemed with a future order.

You can continue using your gift card until the full balance has been used or the validity period has expired.

Please check the following:

• Has the voucher code been entered correctly, or could there be a typing error?
• Is the voucher code still valid?
• Is the voucher code only valid for selected products or categories?
• Has the voucher code already been redeemed?

If your voucher code still does not work despite being entered correctly, please contact our customer service. We will be happy to assist you.

We generally ship our orders with DHL, DPD or GLS.

Depending on your delivery address and the selected shipping method, you can choose from the available parcel carriers during the checkout process.

Orders are usually dispatched from our warehouse within one business day.

Delivery takes approximately 2 to 3 business days within Germany and Austria, and approximately 4 to 10 business days for all other EU countries.

From November to January, higher parcel volumes may result in longer delivery times.

Please note that all delivery times are estimates and may vary in exceptional circumstances.

You can find our current shipping rates and shipping conditions on our Shipping Information page.

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

Pickup hours: Mon. – Fri.: 9:00 a.m. – 4:00 p.m.

Please bring your order confirmation with you when you come to pick up your order.

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

As soon as your order has been shipped, you will automatically receive a shipping confirmation via email.

Click the “View Order” button in the shipping confirmation to access your order summary. There you’ll find your tracking number and the link to track your shipment.

Please note that tracking may not be available until the package has been scanned by the shipping carrier for the first time. This may take a few hours.

Please check the current status of your shipment using the tracking link first.

In some cases, delays may occur with our shipping partners. If the tracking status has not changed for several business days or the delivery time seems unusually long, please contact our customer service.

We will be happy to check the shipment status for you and, if necessary, initiate further investigations.

Please first check whether your parcel has been left with a neighbour, a family member, at your designated safe place or in a parcel locker.

If you still cannot locate your parcel despite the delivery confirmation, please contact our customer service and provide your order number.

We will investigate the matter promptly and, if necessary, open an enquiry with the shipping carrier.

If your item arrived damaged, please contact our customer service.

To help us process your request as quickly as possible, please provide the following information:

• Your order number or delivery note number
• Photos of the damaged item
• Photos of the packaging (including the shipping label)
• A brief description of the damage

Once we have received your information, we will review your case and provide a suitable solution as quickly as possible.

Please contact our customer service.

To help us process your request as quickly as possible, please provide the following information:

• Your order number or delivery note number
• Photos of the items you received
• Photos of the packaging (including the shipping label)
• A brief description of the issue

Once we have received your information, we will review your case and provide a suitable solution as quickly as possible.

To prevent shrinking or felting, we recommend washing alpaca garments by hand at a maximum temperature of 30°C using a wool detergent without fabric conditioner or re-fatting agents. Avoid wringing the fibres.

Garments that do not contain silk may also be washed in a washing machine using the wool or delicate cycle at a maximum of 30°C. Use a wool detergent without fabric softener and avoid spinning whenever possible.

Wash alpaca garments separately whenever possible and do not overload the washing machine, as this may cause the fibres to felt.

We recommend drying your garments flat. Do not use a tumble dryer.

You can find further information in our care instructions.

The recommended yarn quantities are intended as a guide only and may vary depending on the knitting pattern, needle size, knitting tension and individual knitting style.

As the actual amount of yarn required may differ from project to project, we recommend ordering one or two extra balls, especially for larger knitting projects.

Please note that slight colour variations may occur when ordering additional yarn from a different dye lot.

If the item you are looking for is currently out of stock, please contact our customer service.

We will be happy to check availability for you and let you know as soon as the item is available again.

The way alpaca fibres feel on the skin varies from person to person. While most people find alpaca products exceptionally soft and comfortable to wear, some individuals, especially those with sensitive skin around the neck, may experience slight irritation.

If you are generally sensitive to natural fibres or already find cashmere itchy, we recommend choosing products made from Royal Alpaca, which is one of the finest alpaca qualities available.

If an alpaca product initially feels slightly itchy, we recommend airing it before wearing it. This helps remove loose fibres that may occasionally cause this sensation. In many cases, the wearing comfort improves noticeably.

As sensitivity varies from person to person, we recommend trying the product yourself if you are unsure.

New products made from natural fibres may initially shed a small amount of fibre. This is a natural characteristic and not a quality defect.

In most cases, shedding decreases significantly over time. Regular wear and airing allow any loose fibres to disappear naturally.

Alpaca fibres naturally contain significantly less lanolin than most other types of wool. As lanolin is often responsible for allergic reactions or sensitivities, many people find alpaca products particularly comfortable to wear.

Please note that allergies vary from person to person. Therefore, it is not possible to guarantee that alpaca products are suitable for everyone.

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.

Check your natural fibre products regularly, especially if they are not worn for a longer period.

The terms Baby Alpaca and Royal Alpaca do not refer to the age of the animal, but to the fineness of the fibre.

Royal Alpaca is one of the finest alpaca fibres available and is exceptionally soft. Baby Alpaca is also a premium-quality fibre and very soft, but slightly thicker than Royal Alpaca.

The finer the fibre, the softer and more luxurious the finished product feels.

Alpaca fibres have excellent insulating properties. Their fine hollow fibres retain warmth very efficiently while allowing excess moisture to escape.

As a result, alpaca garments provide pleasant warmth without feeling heavy or uncomfortable to wear.

Alpaca fibres absorb moisture and transport it away without feeling damp, creating a comfortable wearing climate.

Many customers find that alpaca garments stay fresh for much longer and require less frequent washing than garments made from other fibres. In many cases, simply airing the garment outdoors is sufficient.

No. Alpaca fibres naturally regulate both temperature and moisture, helping garments stay fresh for longer than those made from many other materials.

In many cases, simply airing the garment after wearing it is enough to remove any odours.

We therefore recommend washing alpaca clothing only when necessary. This helps protect the fibres and ensures you can enjoy your garment for many years.

If a product does not meet your expectations, you may return it within 30 days.

You can find the return address and our return policy on our Returns page.

Yes. The cost of returning your order is your responsibility.

This policy allows us to offer our products at fair prices while helping to reduce unnecessary transport. Free returns often encourage multiple orders and increase the number of shipments, which has a greater environmental impact.

We therefore recommend carefully reviewing the product descriptions, size guides and care instructions before placing your order. If you have any questions about a product or the right size, our customer service team will be happy to advise you before you buy.

Deutschland:
Alpaca-Onlineshop
Retouren
August-Borsig-Str. 9
78467 Konstanz
Deutschland

Österreich:
Alpaca-Onlineshop
Retouren
c/o PS-SVN.eu 16733
Neue-Heimat-Str. 1
5082 Gröding
Österreich

No. We do not offer direct exchanges.

If you require a different size, colour or product variation, simply return the original item within 30 days and place a new order through our online shop.

Once your return has been received and inspected, we will refund the returned item using your original payment method.

We process returns as quickly as possible. However, refunds can only be issued once your return has been received and inspected at our warehouse.

Refunds are generally processed within 3 to 10 business days after your return has arrived.

If an item is returned without its original tags or packaging, or requires additional inspection or preparation before it can be resold, processing may take longer.

Yes. You may return several items from the same order in one parcel.

Please include the delivery note or a note with your order number so that we can identify and process your return as quickly as possible.

Once your return has been received and inspected at our warehouse, we will process your refund.

Refunds are usually issued within 3 to 10 business days after your return has been received. Depending on your chosen payment method, it may take a few additional days before the refund appears in your bank account, on your credit card or on your gift card.

Yes. Please contact our customer service and describe your repair request.

For an initial assessment, we require the following information:

• A brief description of the damage
• Photos of the damaged product
• Information about when and where the product was purchased

Our repair department will then assess whether a repair is possible and inform you about the next steps.

The cost and turnaround time of a repair depend on the product and the extent of the damage.

After reviewing your repair request, we will inform you of the estimated costs and processing time before any repair work is carried out.

Please note that repair times may be longer during our peak season.

If you wish to submit a complaint about a product, please contact our customer service by e-mail.

To help us assess your request as quickly as possible, please provide the following information:

• Your order number, customer number or purchase date
• The product number, if available
• Photos of the complete product
• Photos showing the defect or damage
• A brief description of the issue
• If the product has been washed: details about how it was washed and which detergent was used
• A short description of how the product has been used (e.g. everyday use or heavy use)

Once we have received your information, we will review your request and inform you of the next steps. If additional information is required, we will contact you.

If the product was not purchased through our online shop but from one of our authorised retailers or business partners, please contact the seller first.

The retailer is your contractual partner and is responsible for handling your complaint. If necessary, the retailer will contact us directly.