FAQ - Frequently asked questions

Here you will find some of the frequently asked questions. Please contact us if you do not find your specific question listed.

Order

How can I place an order?

You have the following options: quickly and conveniently directly in our online shop or manually via e-mail, telephone or WhatsApp with our customer service. Please note that when ordering manually, only prepayment or PayPal is possible as a payment method.

Phone: +41 71 552 52 62
WhatsApp: +41 76 605 89 65
E-mail: sale@alpaca.ch

Do I have to register as a customer?

No. You are welcome to place your order as a "guest". However, a customer account has its advantages. You can see the order history and track the current status of your order.

Why isn't my voucher code working?

Please check the following:

  • Has the voucher code been entered correctly or is it possibly a typing error?- Is the voucher code still valid? Our vouchers are issued for 1 year from the date of purchase.
  • Is the discount code only redeemable on certain products?
  • Has the voucher code already been redeemed?
Where should I enter my voucher code?

Please enter the voucher code in the special field. You will find this in your shopping cart area on the right side below the total price:

If it does not work, check that the voucher code has been entered correctly.

Cancellation & Changes

Can I still change my delivery address after ordering?

If you have chosen "purchase on account" as your payment method, it is unfortunately not possible to change the delivery address. Alternatively, you can cancel the order and place a new one with the desired delivery address. Please note that for 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.

sale@alpaca.ch

I have selected the wrong item - can I change my order?

A subsequent change is unfortunately not possible. This applies to items, the delivery address as also to the shipping method. If you have not yet received a shipping confirmation, we can cancel the order so that you can place a new one.

Can I cancel my order?

As long as you have not received an e-mail with the shipping confirmation, you can cancel the order. To do so, please contact our customer service.

sale@alpaca.ch

Payment

What payment methods are available?

We offer the following payment options in our online shop:

Purchase on account (Powerpay), credit card (VISA, Master Card, American Express), PayPal, Sofortüberweisung (express money transfer), TWINT, PostFinance.

Payment in advance is only possible when ordering directly via our customer service via e-mail, telephone, WhatsApp.

Phone: +41 71 552 52 62
WhatsApp: +41 76 605 89 65
Email: sale@alpaca.ch

Can I order with prepayment?

A prepayment via bank transfer is only possible when ordering directly via our customer service via e-mail, telephone, WhatsApp. You will receive an order confirmation with our bank details.

Where can I find the bank details for the transfer?

If you have opted for a payment on account, the invoice with the bank details will be sent to you directly by our invoice service provider Powerpay by e-mail. You will not find any bank details on the invoice, in your customer account nor in our online shop. If you do not find the invoice in your e-mail inbox, check your spam folder. If you have not received an email from Powerpay, contact Powerpay directly with your request and order reference at: info@powerpay.ch

Why can't I choose purchase on account?

There may be different reasons why you cannot purchase on account:

  • Delivery and billing address are not identical
  • Packstation as delivery address
  • There is still an open invoice for another order
  • Possible spelling mistake in the name, in the street, wrong postcode - you cannot be found with the address given.

Vouchers

Can I buy a voucher?

Yes, vouchers are available with the following value credits in three different motives (artwork, photo and "Love") in our online shop:
20 CHF, 25 CHF, 50 CHF, 75 CHF, 100 CHF and 200 CHF.

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

Gift vouchers can only be redeemed in our online shop.

Refund of gift vouchers?

If you wish to pay for the entire order with a gift voucher but return part (or all) of the order, a new voucher code with the corresponding amount will be generated for you and sent electronically by e-mail.

Why can't I redeem my voucher code?

Please check the following:

  • Has the voucher code been entered correctly or is it possibly a typing error?
  • Is the voucher code still valid? Our vouchers are issued for 1 year from the date of purchase.
  • Is the discount code only redeemable on certain products?
  • Has the voucher code already been redeemed?
Where should I enter my voucher code?

Please enter the voucher code in the special field. You will find this in your shopping cart area on the right side below the total price:

If it does not work, check that the voucher code has been entered correctly.

Shipping & Delivery

Which parcel service provider is used for shipping?

Your order will be sent by Swiss Post via PostPac Priority.

How long is the delivery time?

Your order will leave our warehouse within 24-48 hours on working days only. In Switzerland and Liechtenstein, the delivery time is 1-3 working days.

In the months of November to January, the shipping service provider may experience delays due to an increased volume of parcels.

All information on delivery times is without guarantee.

What does shipping cost?

Shipping to Switzerland and the Principality of Liechtenstein:

  • Order value up to 98.95 CHF: 6.95 CHF
  • Order value from 99 CHF: Free of charge
Can I pick up my order?

You have the option to pick up your order. As soon as the order is ready for collection, you will receive a confirmation e-mail. The collection is free of charge.

Collection address:
alpaca.ch, Mail order warehouse, Industriestrasse 26, 8404 Winterthur (CH)

Is express shipping possible?

We do not offer express shipping in Switzerland and Liechtenstein.

Where is my parcel?

As soon as the parcel has been handed over to the shipping service provider, you will automatically receive an e-mail from us with a link to parcel tracking and the tracking number of your parcel. Please note that location tracking is not possible immediately, but only once the parcel has been scanned at a distribution centre. As a rule, the update takes max. up to 24 hours.

Where can I find my tracking number?

You will automatically receive an email from us with a link to track your parcel and the tracking number as soon as your parcel has left our warehouse. Please note that the link is only active after your parcel has been scanned for the first time in a distribution centre of our shipping service provider. As a rule, the update takes max. up to 24 hours.

Incomplete or wrong delivery received - what to do?

If your delivery is incomplete or you have received an incorrect item, please contact our customer service and we will be happy to help you. Please send us an email with a photo of the delivery note (you will find this in the package), as well as the packaging and the products received.

sale@alpaca.ch

Products & Care

How do I wash my alpaca wool clothes?

To avoid shrinkage, we recommend that you only wash alpaca wool garments by hand in cold water at a maximum of 30 degrees Celsius with a wool detergent without re-fatting and that you do not wring them out. To keep your favourite pieces in shape for a long time, do not use a dryer, but dry them lying down. Garments without silk content can also be machine-washed on the gentle cycle (wool cycle) without spinning at a maximum of 30 degrees Celsius with a wool detergent (without fabric softener). When washing in the washing machine, make sure that you do not wash alpaca wool together with other materials and do not overfill the machine, as this can cause the alpaca wool to felt.

You can find more tips directly in our online shop: Care tips

Is there a size chart?

You will find a size chart for each product (except accessories and socks).

Take the information as a guideline, as the sizes can vary depending on the model.

How much wool do I need for...?

The amount of wool required depends on the pattern, needle size and how densely you knit. The information below is a guide for knitting without a pattern and is not binding. We recommend that you always order one to two balls more (depending on the size of your project), as the colour may vary slightly when reordering.

Wool REGULAR and wool SOFT (recommended needle size 4-4.5mm)

  • Scarf (20x178cm with yarn 50g/100m): approx. 126g, so about 2.5 balls
  • Hat (56cm head circumference (adult) with yarn 50g/100m): min. 75g, so at least 1.5 balls
  • Ladies' jumper (size M with yarn 50g/100m): about 500g, so at least 10 balls
  • Men's jumper (size M with yarn 50g/100m): about 650g, so at least 13 balls
  • Children's jumper (10 years with yarn 50g/100m): about 350g, so at least 7 balls

Wool SOCKENGARN 15055 (recommended needle size 2.5mm):

The average wool consumption for a pair of men's socks with yarn 50g/200m is about 100 grams i.e. 2 balls. Note that the consumption can increase greatly depending on the height of the shaft and the pattern.

What can I do if an item is sold out?

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.

sale@alpaca.ch

Can it be that some products scratch?

That is always subjective. Some people are clearly more sensitive when it comes to the sensory organ of the skin, especially on the neck. If you already have reactions to cashmere, you should go for the premium alpaca products (Royal Alpaca). In case of doubt, we always advise you to actually try on the product, even if this carries the risk of a return. We don't want you to be unhappy with the product. If the product is scratchy, please try airing it out in the fresh air. This will remove the smallest, loose hairs that are responsible for this feeling. In most cases this helps!

Does the fabric fluff?

Like any product made of natural wool, alpaca products can also lint. Especially the very fine product (premium) can lead to unwanted fluffing in men (beard growth). This is not a defect in the product.

Why is alpaca considered suitable for allergy sufferers?

Most allergic reactions occur with wool products whose animals achieve protection against moisture through the wool fat lanolin. Even though there is actually hardly any scientific evidence for this, many people react allergically to the chemical removal or the lanolin itself. Alpaca, on the other hand, has virtually no lanolin in the fibre, because moisture regulation is achieved by the smooth surface structure itself.

How do I protect alpaca products from moths?

Moths simply love alpaca products! That's why it's important to protect our garments from these little pests. We give tips & tricks for natural and all-natural helpers:

  • VINEGARWATER

Clean your cupboards and shelves regularly with vinegar water. The vinegar scent drives away the unwelcome co-inhabitants.

  • CLOTHES

Store your stock and winter wardrobe well packed in tight garment bags or in plastic sleeves.

  • LAVENDER FLOWERS

Add intense but natural fragrances to wardrobes and shelves, such as lavender flowers or soap, or cedar wood.

  • NEWSPAPERS

Place old newspapers between boxes in your storage.

  • ICHNEUMON WASPS

If you want to actively hunt, get little helpers in the form of ichneumon wasps. These tiny beneficial insects are harmless and disappear on their own once the moth population has been defeated on site. You can buy ichneumon wasps online, but they are also often available at your local hardware store or drugstore.

Returns, Refunds & Exchanges

How long is the return period?

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 the return conditions in our online shop:

Returns

Do I have to pay for the return shipment myself?

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

How do I exchange an item?

An exchange is possible within 30 days if you want the ordered item (unworn and unwashed, in the original packaging and with the label) in a different colour or size. If you would like a different item, please return the item you received and place a new order for the new item. We will refund the returned item to the payment method selected when you placed your order. Please make sure that you pay sufficient postage for your return. Return shipping costs are at your expense.

Refund of gift vouchers?

If you pay for the entire order with a gift voucher but return part (or all) of the order, a new voucher code will be generated for you with the corresponding amount. The gift voucher cannot be paid out in cash.

Why can a refund last?

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

If you return an item without a label or crumpled, the refund will be delayed until the product is refurbished and ready for resale.

Repair & Complaint

Are repair orders accepted?

Please describe your repair request to our customer service. We need a description of the defect as well as pictures of the damaged goods and information about where and when you purchased the product. Our internal department will then decide whether a repair is possible.

sale@alpaca.ch

How long does a repair take and how much does it cost?

The costs and the repair time depend individually on the effort and the defect. Our customer service will provide you with this information immediately, even before the repair.

I would like to complain about a product - what to do?

If you have received a defective product, contact our customer service immediately. We will be happy to help you. Depending on your request, the amount will be refunded upon receipt of the product or a new shipment with a flawless item (if available) will be arranged. Please send us an e-mail with a photo of the delivery note (you will find this in the package), as well as of the product received and of the defect.

sale@alpaca.ch

Incomplete or wrong delivery received - what to do?

If your delivery is incomplete or you have received an incorrect item, please contact our customer service and we will be happy to help you. Please send us an email with a photo of the delivery note (you will find this in the package), as well as the packaging and the products received.

sale@alpaca.ch