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Vous avez les possibilités suivantes : Rapidement et confortablement directement dans notre boutique en ligne ou manuellement par e-mail, téléphone ou WhatsApp auprès de notre service clientèle. Veuillez noter qu'en cas de commande manuelle, seuls le paiement anticipé ou PayPal sont possibles comme mode de paiement.

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

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Non. Vous pouvez volontiers passer votre commande en tant qu'\"invité\". Un compte client a toutefois ses avantages. Vous pouvez ainsi voir l'historique de vos commandes et suivre l'état actuel de votre commande.

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Veuillez vérifier les points suivants :

  • Le code du bon a-t-il été indiqué correctement ou s'agit-il éventuellement d'une faute de frappe ?
  • Le code du bon est-il encore valable ? Nos bons de réduction sont émis pour une durée d'un an à compter de la date d'achat.
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  • Le code promotionnel a-t-il déjà été utilisé ?
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Veuillez saisir le code du bon dans le champ spécial. Vous le trouverez dans la zone de votre panier, à droite, sous le prix total :
\"\"

Si cela ne fonctionne pas, vérifiez que le code du bon a été correctement saisi.

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Vous avez choisi un autre mode de paiement et n'avez pas encore reçu de confirmation d'expédition ? Dans ce cas, veuillez contacter notre service clientèle.

sale@alpaca-onlineshop.com

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Une modification ultérieure n'est malheureusement pas possible. Cela vaut aussi bien pour les articles, l'adresse de livraison que pour le mode d'expédition. Si vous n'avez pas encore reçu de confirmation d'expédition, nous pouvons annuler la commande afin que vous puissiez en passer une nouvelle.

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Tant que vous n'avez pas reçu d'e-mail de confirmation d'expédition, vous pouvez annuler votre commande. Pour cela, veuillez contacter notre service clientèle.

sale@alpaca-onlineshop.com

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Dans notre boutique en ligne, nous proposons les modes de paiement suivants :

Achat sur facture (Powerpay), carte de crédit (VISA, Master Card, American Express), PayPal, virement immédiat.

Un paiement par avance n'est possible que pour une commande directe via notre service clientèle par e-mail, téléphone, WhatsApp.

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

"},{"tab_title":"Puis-je commander en payant à l'avance ?","tab_content":"

Un paiement avec paiement anticipé n'est possible que pour une commande directe via notre service clientèle par e-mail, téléphone, WhatsApp.

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

"},{"tab_title":"Où puis-je trouver les coordonnées bancaires pour effectuer un virement ?","tab_content":"

Si vous avez opté pour une commande contre facture, la facture et les coordonnées bancaires vous seront envoyées directement par notre prestataire de services de facturation Powerpay par e-mail. Vous ne trouverez aucune information sur les coordonnées bancaires sur la facture, dans votre compte client ou dans notre boutique en ligne. Si vous ne trouvez pas la facture Powerpay dans votre boîte de réception électronique, vérifiez votre dossier spam. Si vous n'avez pas reçu d'e-mail de la société Powerpay, veuillez contacter directement le service client de Powerpay avec votre demande et la référence de la commande à l'adresse suivante : info@powerpay.at

"},{"tab_title":"Pourquoi ne puis-je pas commander sur facture ?","tab_content":"

Il peut y avoir différentes raisons pour lesquelles vous ne pouvez pas commander sur facture :

  • L'adresse de livraison et l'adresse de facturation ne sont pas identiques
  • Station d'emballage comme adresse de livraison
  • Il y a encore une facture ouverte pour une autre commande
  • Erreur d'orthographe possible dans le nom, la rue, code postal erroné - vous ne pouvez pas être trouvé avec l'adresse indiquée
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Oui, les bons sont disponibles dans notre boutique en ligne avec les crédits de valeur suivants dans trois motifs différents (œuvre d'art, photo et \"Love\") :
20 EUR, 25 EUR, 50 EUR, 75 EUR, 100 EUR et 200 EUR.

Nous vous ferons également un plaisir et confectionnerons des bons pour des montants personnalisés. Pour cela, il suffit de contacter notre service clientèle.

Les chèques-cadeaux ne peuvent être utilisés que dans notre boutique en ligne.

"},{"tab_title":"Remboursement des chèques-cadeaux ?","tab_content":"

Si vous devez payer la totalité de la commande avec un chèque-cadeau, mais que vous retournez une partie (ou la totalité) de la commande, un nouveau code de chèque-cadeau sera généré pour vous avec le montant correspondant et vous sera envoyé électroniquement par e-mail.

"},{"tab_title":"Pourquoi ne puis-je pas utiliser mon code promotionnel ?","tab_content":"

Veuillez vérifier les points suivants :

  • Le code du bon a-t-il été indiqué correctement ou s'agit-il éventuellement d'une faute de frappe ?
  • Le code du bon est-il encore valable ? Nos bons de réduction sont émis pour une durée d'un an à compter de la date d'achat.
  • Le code de réduction ne peut-il être utilisé que pour certains produits ?
  • Le code promotionnel a-t-il déjà été utilisé ?
"},{"tab_title":"Impossible de saisir le code du bon","tab_content":"

Veuillez saisir le code du bon dans le champ spécial. Vous le trouverez dans la zone de votre panier :
\"\"

Si cela ne fonctionne pas, vérifiez que le code du bon a été correctement saisi.

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quel service de livraison de colis les commendes sont-elles expédiées ? ","tab_content":"

En principe, vous pouvez opter pour l'un des deux prestataires de services d'expédition : DHL ou DPD.

"},{"tab_title":"Quel est le délai de livraison ?","tab_content":"

Les jours ouvrables, votre commande quitte notre entrepôt dans un délai de 24 à 48 heures. Le délai de livraison est d'environ 2-3 jours ouvrables en Allemagne et en Autriche et de 4-10 jours ouvrables dans les autres pays de l'UE.

Durant les mois de novembre à janvier, le prestataire de services d'expédition peut subir des retards en raison d'un volume de colis plus important.

Toutes les indications concernant les délais de livraison sont sans garantie.

"},{"tab_title":"Combien coûte l'envoi ?","tab_content":"

En Allemagne & Autriche :

  • valeur de commande jusqu'à 49,99 EUR : 4.90 EUR
  • valeur de commande à partir de 50,00 EUR : Gratuit

Livraison dans la plupart des pays l'UE :

  • valeur de commande jusqu'à 99,99 EUR : 4,90 EUR
  • valeur de commande supérieure à 100,00 EUR : Gratuit*


*Les frais peuvent varier selon la destination.

Livraison dans le monde entier :

  • Pour chaque commande : 49,00 EUR
"},{"tab_title":"Puis-je venir chercher ma commande ?","tab_content":"

Vous avez la possibilité de venir chercher votre commande. Dès que la commande est prête à être retirée, vous recevrez un e-mail de confirmation. Le retrait est gratuit.

Adresse de retrait :
alpaca-onlineshop, August-Borsig-Str. 9, 78467 Konstanz, 2. Etage

"},{"tab_title":"Un envoi express est-il possible ?","tab_content":"

Un envoi express n'est actuellement possible qu'en Allemagne. Pour l'envoi express, nous avons impérativement besoin de votre numéro de téléphone.

"},{"tab_title":"Où est mon colis ?","tab_content":"

Dès que le colis a été remis au prestataire de services d'expédition, vous recevez automatiquement un e-mail de notre part contenant un lien pour le suivi du colis et le numéro d'expédition de votre colis. Veuillez noter que le suivi de la localisation n'est pas possible immédiatement, mais seulement une fois que le colis a été scanné dans un centre de distribution. En règle générale, la mise à jour dure au maximum jusqu'à 24 heures.

"},{"tab_title":"Où puis-je trouver mon numéro d'envoi ?","tab_content":"

Vous recevrez automatiquement un e-mail de notre part avec un lien pour suivre votre colis et le numéro d'expédition dès que votre colis aura quitté notre entrepôt. Veuillez noter que le lien n'est actif qu'après que votre colis a été scanné pour la première fois dans un centre de distribution de notre prestataire de services d'expédition. En règle générale, la mise à jour dure au maximum jusqu'à 24 heures.

"},{"tab_title":"Livraison incomplète ou erronée reçue - que faire ?","tab_content":"

Si votre livraison est incomplète ou si vous avez reçu un mauvais article, veuillez contacter notre service clientèle, nous seron heureux de pouvoir vous aider. Veuillez nous envoyer un e-mail avec la photo du bon de livraison (vous le trouverez dans le colis), ainsi que de l'emballage et des produits reçus.

sale@alpaca-onlineshop.com

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laver mes vêtements en laine d'alpaga ?","tab_content":"

Pour éviter que les vêtements en laine d'alpaga ne rétrécissent, nous vous recommandons de les laver à la main, à froid, à une température maximale de 30 degrés Celsius, avec une lessive pour laine sans dégraissant et de ne pas les essorer. Pour que vos vêtements préférés restent longtemps en forme, n'utilisez pas de sèche-linge, mais faites-les sécher à plat. Les vêtements sans soie peuvent également être lavés en machine sur le cycle délicat (lavage de la laine) sans essorage à une température maximale de 30 degrés Celsius avec une lessive pour laine (sans adoucissant). Lors du lavage en machine, il faut veiller à ne pas laver la laine d'alpaga avec d'autres matières et à ne pas trop remplir la machine, car cela pourrait entraîner un feutrage de la laine d'alpaga.

Vous trouverez plus de conseils directement dans notre boutique en ligne : Conseils d'entretien

"},{"tab_title":"Existe-t-il un tableau des tailles ?","tab_content":"

Pour chaque produit (à l'exception des accessoires et des chaussettes), vous trouverez un tableau des tailles.

Veuillez noter que les tailles peuvent varier selon les modèles.

"},{"tab_title":"De combien de laine ai-je besoin pour...","tab_content":"

Les besoins en laine dépendent du motif, de la taille des aiguilles et de la densité du tricot. Les données ci-dessous sont des valeurs indicatives pour le tricotage sans motif et ne sont pas contraignantes. Nous vous recommandons de toujours commander une à deux pelotes supplémentaires (selon la taille de votre projet), car la couleur peut légèrement varier lors d'une commande ultérieure.

Laine REGULAR et laine SOFT (taille d'aiguille recommandée 4-4.5mm)

  • Echarpe (20x178cm avec fil 50g/100m) : env. 126g, soit environ 2.5 pelotes
  • Bonnet (56cm de tour de tête (adulte) avec du fil 50g/100m) : au moins 75g, donc au moins 1.5 pelote
  • Pull pour femme (taille M avec fil 50g/100m) : environ 500g, donc au moins 10 pelotes
  • Pull pour homme (taille M avec fil 50g/100m) : environ 650g, donc au moins 13 pelotes
  • Pull pour enfant (10 ans avec fil 50g/100m) : environ 350g, donc au moins 7 pelotes

Laine SOCKENGARN 15055 (taille d'aiguille recommandée : 2,5 mm) :

La consommation moyenne de laine pour une paire de chaussettes pour hommes avec du fil 50g/200m est d'environ 100 grammes, soit 2 pelotes. Notez que la consommation peut fortement augmenter en fonction de la hauteur de la tige et du motif.

"},{"tab_title":"Que puis-je faire si un article est épuisé ?","tab_content":"

Si le produit que vous souhaitez est épuisé, veuillez contacter notre service clientèle. Nous vous informerons dès que l'article sera à nouveau disponible.

sale@alpaca-onlineshop.com

"},{"tab_title":"Est-il possible que certains produits grattent ?","tab_content":"

C'est toujours subjectif. Certaines personnes sont nettement plus sensibles à l'organe sensoriel qu'est la peau, notamment au niveau du cou. Les personnes qui présentent déjà des réactions avec le cachemire devraient se tourner vers les produits haut de gamme (Royal Alpaka) pour l'alpaga. En cas de doute, nous conseillons toujours d'essayer réellement le produit, même si cela comporte un risque de retour. Nous ne voulons pas que vous soyez malheureux avec le produit. Si le produit gratte, essayez de l'aérer à l'air libre. Cela permet d'éliminer les plus petits poils détachés qui sont responsables de cette sensation. Dans la plupart des cas, cela aide !

"},{"tab_title":"Les articles peluchent-ils ?","tab_content":"

Comme tout produit en laine naturelle, les produits en alpaga peuvent aussi pelucher. Le produit très fin (Premium) en particulier peut entraîner la formation involontaire de peluches chez les hommes (croissance de la barbe). Il ne s'agit pas d'un défaut du produit.

"},{"tab_title":"Pourquoi l'alpaga est-il considéré comme approprié pour les personnes allergiques ?","tab_content":"

La plupart des réactions allergiques se produisent dans les produits en laine, dont les animaux obtiennent la protection contre l'humidité grâce à la graisse de laine, la lanoline. Même s'il n'existe en réalité que peu de connaissances scientifiques à ce sujet, de nombreuses personnes sont allergiques à l'élimination chimique ou à la lanoline elle-même. L'alpaga, en revanche, n'a pratiquement pas de lanoline dans ses fibres, car la régulation de l'humidité se fait par la structure lisse de la surface elle-même.

"},{"tab_title":"Comment protéger les produits en alpaga contre les mites ?","tab_content":"

Les mites adorent tout simplement les produits en alpaga ! C'est pourquoi il est important de protéger nos vêtements contre ces petits parasites. Nous donnons des conseils & astuces pour des aides naturelles :

  • EAU VINAIGRE

Nettoyez régulièrement vos armoires et vos étagères avec de l'eau vinaigrée. L'odeur du vinaigre chasse les colocataires indésirables.

  • SACS À VÊTEMENTS

Stockez vos stocks de marchandises et votre garde-robe d'hiver bien emballés dans les sacs à vêtements étanches ou dans les housses en plastique.

  • FLEURS DE LAVANDE

Apportez des parfums intenses mais naturels dans les armoires et les étagères, comme des fleurs ou du savon de lavande ou du bois de cèdre.

  • JOURNAUX

Placez de vieux journaux entre les cartons de votre entrepôt.

  • GUÊPES PARASITES

Si vous souhaitez chasser activement, faites appel à de petits auxiliaires sous forme d'ichneumons. Ces minuscules insectes utiles sont inoffensifs et disparaissent avant tout lorsque la population de mites est vaincue sur place. Les ichneumons peuvent être achetés en ligne, mais on les trouve aussi souvent dans les magasins de bricolage ou les drogueries locales.

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est le délai de retour ?","tab_content":"

Si un produit ne correspond pas à vos attentes ou si vous souhaitez l'échanger, vous pouvez le retourner à notre adresse de retour dans un délai de 30 jours. Vous trouverez l'adresse de retour et les conditions de retour dans notre boutique en ligne :

Retours

"},{"tab_title":"Dois-je payer moi-même les frais de réexpédition ?","tab_content":"

Oui. Veuillez noter que le retour de la commande se fait à vos propres frais, car nous ne pouvons malheureusement pas rembourser les frais de port.

"},{"tab_title":"Comment échanger un article ?","tab_content":"

Un échange est possible dans les 30 jours si vous souhaitez l'article commandé dans une autre couleur ou taille. Si vous souhaitez un autre article, nous vous prions de retourner l'article reçu (il ne doit pas être lavé, ne doit pas être porté et doit être muni d'une étiquette et de l'emballage d'origine) et de passer une nouvelle commande pour le nouvel article. Nous vous rembourserons l'article retourné par le biais du mode de paiement choisi lors de la commande. Veillez à affranchir suffisamment votre retour. Les frais de retour sont à votre charge.

"},{"tab_title":"Remboursement des chèques-cadeaux ?","tab_content":"

Si vous payez la totalité de votre commande avec un chèque-cadeau, mais que vous en retournez une partie (ou la totalité), un nouveau code de chèque-cadeau sera généré pour vous avec le montant correspondant. Le chèque-cadeau ne peut pas être remboursé en espèces.

"},{"tab_title":"Pourquoi un remboursement peut-il durer ?","tab_content":"

Nous traitons les retours aussi rapidement que possible. Toutefois, nous ne pouvons pas procéder à un remboursement avant que votre retour ne soit arrivé à notre entrepôt et qu'il ait été vérifié. Le montant sera remboursé dans un délai de 7 à 14 jours ouvrables.

Si vous renvoyez un article sans étiquette ou froissé, le remboursement sera retardé jusqu'à ce que le produit soit remis en état et prêt à être à nouveau vendu.

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Les coûts et le temps de réparation dépendent de la complexité et du défaut. Notre service clientèle vous communiquera ces informations immédiatement, avant la réparation.

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Si vous avez reçu un produit défectueux, contactez immédiatement notre service clientèle. Nous nous ferons un plaisir de vous aider. Selon votre souhait, le montant sera remboursé après réception du produit ou une nouvelle expédition sera organisée avec un article en parfait état (si disponible). Veuillez nous envoyer un e-mail avec la photo du bon de livraison (vous le trouverez dans le colis), ainsi que du produit reçu et du défaut.

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