Refund policy

At AlpacaSmile, we are committed to your satisfaction with every purchase of our Dresses, Sweaters & Knitwear, and Coats & Jackets. If you are not entirely happy with your order, our Refund Policy is designed to be straightforward and fair.

Eligibility for Refunds

To be eligible for a return and refund, your item must meet the following conditions:

  • The item must be in its original, unused, and unworn condition.
  • All original tags, labels, and packaging must be intact and attached.
  • The return must be initiated within 30 days from the date you received the shipment.
  • Proof of purchase (order number) is required.

Items that are damaged, altered, washed, or show signs of wear cannot be accepted for a refund.

Return & Refund Process

  1. Initiate Your Return: Please contact our customer care team at [email protected] within the eligible period. Include your order number and details about the product you wish to return.
  2. Receive Instructions: We will email you a Return Authorization and detailed instructions on where and how to send your package.
  3. Ship the Item: Securely pack the item(s) with all original tags and packaging. You are responsible for the return shipping costs unless the return is due to our error (e.g., wrong or defective item). We recommend using a trackable shipping service.
  4. Inspection & 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 method of payment within 5-10 business days.

Exceptions & Non-Returnable Items

For health and safety reasons, the following items are final sale and cannot be returned:

  • Items marked as "Final Sale" or "Clearance" at the time of purchase.
  • Swimwear and intimate apparel if the hygiene seal is removed.

Exchanges & Incorrect/Damaged Items

We currently do not offer direct exchanges. To exchange an item, please follow the return process to receive a refund and place a new order for the desired item.

If you receive an incorrect, faulty, or damaged item, please contact us immediately at [email protected] with your order number and photos of the product/issue. We will cover all return shipping costs and expedite a resolution, which may include a full refund or a replacement if available.

Shipping Costs & Refund Amount

Original shipping fees are non-refundable. The refund will be for the value of the returned merchandise only. Return shipping costs are the customer's responsibility, except in cases of our error as described above.

Questions?

If you have any questions about our Refund Policy, please do not hesitate to contact us at [email protected]. Our team is here to help.