Returns
Returns & Refunds
Your satisfaction is important to us
If an item does not meet your expectations, you can return it to us within 30 days. After receiving the goods, we will refund your purchase price.
Please note that the costs of the return are to be borne by you.
Pack item
Fill out the return form
Use the delivery note or return form
Address package
Initiate return
Now you can return the package to us
Return address:
alpaca.ch
Retouren
Industriestrasse 26
8404 Winterthur
You can download the return form HERE or use the enclosed delivery note for this purpose.
Fill out the return label and include it in the package.
You will usually receive a refund of your payment within 14 days after we receive the return.
We will transfer your credit to the same payment method that you chose for the purchase of the products.
If you have only returned part of your order, you will receive the corresponding partial amount from us.
If your order was damaged during transport, please proceed as follows:
- If possible, refuse acceptance and immediately file a damage report with the service provider (DHL or GLS). Request a confirmation of the damage report and please send us a copy to our Customer Service.
- If you could not refuse acceptance, please take photos of the damaged package and the goods and send us a notification (Subject: Damage Report) and the photo within 14 days to our Customer Service.
- The Customer Service will review your damage report and inform you promptly about the next steps.
Learn more about your right of withdrawal