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Returns - return your order quickly & easily

Your satisfaction with our products is very important to us 

If the product you have purchased does not meet your expectations, we will gladly take the product(s) back and refund the purchase price within 14 days of receiving your package. You have 14 days to return the item to us. You will find further information on the cancellation policy below.

Please note that the return of the order is at your own cost.

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Step by step - Returning goods made easy

1. Pack article

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Place the item(s) in the package, original packaging if possible. Please note that we can only accept unworn items.

2. Fill in the delivery note

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You can use the delivery note received as a return note and enclose it with your return. Alternatively, you can also download the document here.

3. Label the package

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Label the package with the following address:

alpaca.ch
Returns
Industriestrasse 26
8404 Winterthur

4. Return shipment

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You can drop off the package at DHL or GLS parcel shops and packing stations.

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

Further helpful information

You can download the document here.

Fill out the return slip and place it in the package. 

Right to cancel
You have the right to cancel this contract within thirty days without giving any reason. The cancellation period will expire after thirty days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the last good.

To exercise the right to cancel, you must inform us
(APU KUNTUR GmbH, Romanshornerstrasse 115, 8280 Kreuzlingen, Schweiz, sale@alpaca.ch, Phone: 052 233 89 80)
of your decision to cancel this contract by a clear statement (e.g. a letter sent by post, fax, or e-mail). You may use the attached model cancellation form, but it is not obligatory.

To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.

Effects of cancellation
If you cancel this contract, we will reimburse you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract. We will make the reimbursement using the same means of payment as you used for the initial transaction unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.

You shall send back the goods or hand them over to us, without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired. You will have to bear the direct cost of returning the goods. You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics, and functioning of the goods.

Once we have received and checked your returned item, we will refund the purchase price within 14 days. We will transfer your credit to the same payment method you used to purchase the products. If you have only returned part of your order, we will refund you the partial amount.

If your order has been damaged in transit, please proceed as follows:

• If possible, refuse to accept the delivery and immediately report the damage to the service provider (DHL or GLS). Ask for confirmation of the damage report and send a copy to our customer service department  (sale@alpaca.ch).

• If you were unable to refuse acceptance, please take photos (with your smartphone) and send us a message (subject: damage report) and the photo to our customer service within 14 days.

• The customer service department will check your damage report or notification and inform you immediately about the further procedure.