Exchanges & Returns
We hope you find everything you need, including sizing information and informative product descriptions. We’re always improving our site and product information, so your feedback is always welcome. We accept returns and exchanges of new, unused merchandise if they are made within 30 days of purchase date.
Shipping Your Return
Package your items, enclose your order invoice and return via a track-able shipping method of your choice to:
The Alpaca Loom
Suid Agter Paarl Road
Southern Paarl 7624
It’s essential that you add a copy of your invoice to the item that you would like to return.
You’ll receive an email confirmation once we receive your return, and you can expect your refund within 14 days – issued in the form of the original payment or by EFT. Please allow 1 to 2 billing cycles for your account to be credited. Please note, returns are only accepted for product purchased at www.alpacas.co.za or on farm at The Alpaca Loom shop. Returns and refunds are made at the sole discretion of Alpaca Loom.
The original delivery charge will not be refunded and the cost for returning the product is at the expense of the returnee.
Returning in Store
You may return new, unused merchandise (when accompanied by a receipt) within 30 days of purchase. It’s essential that you bring your invoice with the item that you would like to return to the shop at The Alpaca Loom for returns and exchanges. Please note, returns are only accepted for product purchased at www.alpacas.co.za or on farm at The Alpaca Loom shop. Returns and refunds are made at the sole discretion of Alpaca Loom.
Shipping Errors / Damaged Products
Alpaca Loom takes quality of our products seriously, and while we strive for perfection, our products are handmade, so imperfections do happen.
In the event that we process an order incorrectly or you receive a damaged or defective item, please notify us as soon as possible after you become aware of the problem, but within 30 days of delivery/collection of the product. We will uplift the garment (at our expense) and repair it or accept it for a full refund.
We recommend that our products are washed by hand only. We do not recommend any other methods, including the handwash machine wash cycle. We do not accept returns that are result of improper care.