Refund policy

Return & Exchange Policy

We want you to love every piece you purchase from Alpaca. If something isn’t quite right, you may return or exchange your item within 30 days of purchase, provided it meets the conditions below.

Which Items Can I Return or Exchange?

Items may be returned or exchanged within thirty (30) days from the date of purchase, provided they meet the following conditions:

  • The item must be unworn, unwashed, and unused

  • All original tags and packaging must still be attached

  • The item must be returned in a clean, resalable condition

Please note the following exceptions:

  • Personalised or altered items cannot be returned or exchanged.

  • Gift cards are non-returnable and non-refundable.

  • Sale items may only be returned for store credit, unless defective.

At Alpaca, we are committed to maintaining the highest product quality. All returned items are carefully inspected. If a returned item does not meet the above conditions, Alpaca reserves the right to decline the return and send the item back to the customer.

Alpaca reserves the right to update or modify items eligible for return or exchange without prior notice.

Return or Exchange Process

Step 1: Submit Your Exchange Request

Email us at info@alpacaofficial.co.za with:

  • Your order number

  • The item(s) you would like to exchange

  • The new item, size, or colour you would prefer

Step 2: Send Your Item Back

  • Customers are responsible for return shipping costs

  • Please arrange delivery to our warehouse (details will be shared via email once your request is confirmed)

Step 3: Quality Check

Once we receive your item, it will be inspected to ensure it meets our exchange requirements.

Step 4: Receive Your New Item

  • Your new item will be shipped to you at no additional cost

  • Exchanges are processed once your return has been approved

Exchange Requirements

To be eligible for an exchange, items must be:

  • Unworn and undamaged

  • Unwashed

  • Returned with all original tags attached

  • In the original packaging

Important Notes

  • We recommend using a tracked courier service to ensure safe delivery

  • Items that do not meet the above criteria may not be eligible for exchange

Please allow 2–7 business days for your return or exchange to be processed once the item has been received.

You will receive confirmation via email once your return or exchange has been completed.

General Terms

  • Returns and exchanges must be requested within thirty (30) days of purchase.

  • Refunds will be processed using the original payment method, or issued as store credit where applicable.

  • Shipping costs are non-refundable, unless the item received was incorrect or defective.

  • A valid proof of purchase is required for all returns and exchanges (order confirmation email or receipt).

  • If you receive an incorrect or damaged item, Alpaca will replace it once the item has been returned and inspected.

The following will not be considered defects and therefore do not qualify for returns:

  • Normal wear and tear

  • Damage caused by negligence, misuse, or improper care

  • Alterations or modifications made to the product

  • Items that match the product description but do not meet personal preference

  • Worn, faded, or removed care labels

For any return, Alpaca will only refund the purchase value paid at the time of purchase, including discounted items.

Conditions for Returns & Exchanges

Returns and exchanges will only be accepted if the following conditions are met:

  • The item is unworn, unwashed, and unused

  • All original tags and packaging are attached

  • The item is returned in resalable condition

  • Proof of purchase is provided

Online purchases may be returned by post. Please note that return shipping costs are the responsibility of the customer, unless the item received was incorrect or defective.

Alpaca reserves the right to decline any return that does not meet the above conditions.

Manufacturer Defects

If a manufacturing defect is identified within 6 months of receiving your item, Alpaca will replace the item after inspection.

If the issue is not deemed a manufacturing defect, Alpaca reserves the right to decline the return or exchange.

After 6 months, we cannot verify how the product has been used or maintained, and replacements will not be issued.

Sale Items

Sale items may be returned for store credit only.

Exchanges may be permitted if the required size is available.

All sale item returns must still meet the standard return conditions, including:

  • Unworn

  • Unwashed

  • Original tags attached

  • Original packaging included

Store credit issued for returned sale items cannot be redeemed for cash.

Need Help?

If you have any questions regarding returns or exchanges, please contact our support team at info@alpacaofficial.co.za