Frequently Asked Questions

Orders & Shipping

Where do you ship to?

We currently offer international shipping to over 50 countries. During the checkout process, you can enter your address to see if we deliver to your location and to view the available shipping options and costs.

How long will it take to receive my order?

Processing time is 1-3 business days. Shipping times vary by destination and method selected. Standard international shipping typically takes 7-15 business days. You will receive a tracking number via email once your order is dispatched.

Can I modify or cancel my order?

We process orders quickly to ensure fast delivery. If you need to change or cancel your order, please contact us immediately at [email protected] with your order number. We will try our best to accommodate your request if the order has not yet been processed for shipment.

Returns & Exchanges

What is your return policy?

We offer a 30-day return policy from the date you receive your item. To be eligible for a return, items must be unworn, unwashed, in their original packaging with all tags attached. For hygiene reasons, certain items like final sale goods may not be returnable; this will be clearly marked on the product page.

How do I start a return or exchange?

Please email our customer care team at [email protected] with your order number and the item(s) you wish to return or exchange. We will guide you through the simple process and provide a return authorization and instructions.

When will I receive my refund?

Once we receive and inspect your return, we will notify you of the approval status. If approved, your refund will be processed to your original payment method within 10 business days. Please note that shipping costs are non-refundable.

Products & Sizing

How do I find the right size?

Each product page has a detailed size guide. We recommend checking the specific measurements (in centimeters and inches) for our Dresses, Sweaters, Knitwear, Coats, and Jackets to find your perfect fit. If you are between sizes, we typically suggest sizing up for a more comfortable feel.

What materials are used in your clothing?

At AlpacaSmile, we prioritize quality and comfort. Our collections feature a range of materials including sustainable cotton, soft wool blends, premium polyester, and other carefully selected fabrics. The detailed material composition is listed on every product description page.

How should I care for my AlpacaSmile garments?

To ensure the longevity of your items, please follow the care instructions on the label inside the garment. Generally, we recommend gentle washing, avoiding high heat, and laying flat to dry for knitwear and delicate pieces.

Payments & Security

What payment methods do you accept?

We accept all major credit and debit cards (Visa, Mastercard, American Express), PayPal, and other secure local payment methods depending on your region. All transactions are encrypted for your security.

Is my payment information secure?

Absolutely. We use industry-standard SSL (Secure Socket Layer) encryption technology to protect your personal and payment information. We do not store your full credit card details on our servers.

Contact & Support

I have a question not answered here. How can I get help?

Our dedicated customer support team is happy to assist you. For the fastest response, please email us at [email protected]. Please include your order number (if applicable) and details of your inquiry. We strive to respond to all emails within 24-48 hours during business days.