Returns
Returns & Refunds
Your satisfaction is important to us
If an item does not meet your expectations, you may return it to us within 30 days. Please return the item to us unworn, unwashed and in its original packaging. Once we have inspected the returned item, we will refund the 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.
Yes. You are responsible for the cost of the return. Please ensure your return parcel is adequately stamped and hand it in at a Swiss Post branch or drop-off point. Please keep the proof of posting until your return has been processed and the refund has been issued. It serves as proof should any queries or investigations arise during transit.
As soon as your return has arrived at our warehouse and been checked, we will process your refund. This is usually done within 3 to 10 working days of receiving your return. Depending on your payment method, it may then take a few more days for the credit to appear in your account, on your credit card or on your gift voucher.
If your order has been damaged in transit, please proceed as follows:
If the parcel is visibly damaged on delivery:
- Where possible, point out the damage to the delivery driver or refuse to accept the parcel.
If you have already accepted the parcel:
- Take photographs of the damaged packaging, the damaged item and the dispatch label.
- Send the photographs to our customer service team by email within 14 days, along with a brief description of the damage.
Our customer service team will review your damage report and, if necessary, take the required steps with Swiss Post. We will then inform you of the next steps as soon as possible.
Please retain the damaged goods and all packaging until the investigation has been completed. These may be required to clarify the circumstances of the damage.
Unfortunately, a direct exchange is not possible. Please return the unwanted item to us within 30 days and simply reorder the item you would prefer. A refund will be issued once we have received and checked your return.
Learn more about your right of withdrawal