Thank you for shopping at Exclusively Alpaca.
Your custom & satisfaction with your order are very important to us as a small business. We offer a refund &/or exchange within the first 7 days of your purchase; if 7 days have passed since your purchase, you will not be offered a refund &/or exchange of any kind due to the nature of the products we sell. Our Terms & Conditions of return &/or refund form part of our terms of trade.
These conditions are not exhaustive & we will apply reasonable common sense to requests for refunds.
Shipping
The total shipping weight & dimensions of your order determine the postage & packaging charges. These charges will be automatically calculated by our shopping cart checkout system for all destinations.
- Prices take into account the recent increases by Royal Mail in April 2024 and the rise in courier fuel surcharges & operating costs.
- We strive to dispatch all orders within 36 hours & provide tracking details to the customer.
- Please be aware that we are required to add 20% VAT to all delivery costs for UK destinations. This is why the charges may appear higher than the cost of buying postage at the post office.
Eligibility for Refunds & Exchanges
- Your item must be unused & in the same condition that you received it.
- The item must be in the original packaging.
- To complete your return, we require your receipt or proof of purchase.
- Only regular-priced items may be refunded, sale items cannot be refunded.
- If the item in question was marked as a gift when purchased & shipped directly to you, you will receive a gift credit for the value of your return.
- We do not offer a refund or exchange on surplus yarn/fibre products.
- Custom/bespoke items are not returnable.
- A 25% restocking fee will be applied.
- Customers must pay the return cost of goods via a trackable service.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, please send us an email at info@alpacamill.co.uk & send your item to Exclusively Alpaca, Lingwood Long Lane, Beighton, Norfolk NR13 3JU
Exchange/ Return Shipping
- Products must be returned to the following address: Exclusively Alpaca, Returns Dept, Lingwood Long Lane, Beighton, Norfolk, NR13 3JU
- You will be responsible for paying for your shipping costs for returning your item. Please consider using a tracked service as we can not refund goods which we do not receive back.
- Shipping costs are non-refundable as the service will already have been utilised. If you receive a refund, the cost of return shipping will be deducted from your refund.
- Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
Exempt Goods
The following are exempt from refunds:
- Gift cards
- Some health & personal care items
- We do not offer returns or refunds on surplus yarn or fibre goods.
Partial refunds may be granted if:
- Any item that is not in its original/new condition is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 14 days after delivery.
Once your return is received & inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If the return is approved, then your refund will be processed & a credit will be applied to the original method of payment, as soon as we are reasonably able.
Late or missing refunds
- If you have not received the refund you are expecting, please check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted.
- If you have done all of this & you still have not received your refund, please contact us at info@alpacamill.co.uk or call +44 (0)7762439923.
©Exclusively Alpaca 2024