Shipping
What are your shipping rates and delivery times?
Shipping prices and delivery estimates are worked out at checkout. Customers in Australia, the US and the UK may see quicker delivery on certain products, depending on what our regional warehouses have in stock.
Can I cancel an order or edit its delivery details?
Provided your order is still unshipped, contact us at contact@alpakagearbags.com with your order number, full name and the new address (if relevant).
Orders normally leave our warehouse within 1-2 business days. After dispatch, we are unable to edit the destination, cancel, or switch to a faster shipping option. Even before dispatch, it may already be too late for changes. We appreciate your understanding.
Do you ship internationally?
Yes, we deliver worldwide, apart from the exceptions below.
Destinations we cannot deliver to:
- African countries, with South Africa as the exception
- Middle Eastern countries (Yemen, the UAE, Turkey, Saudi Arabia, Qatar, Oman, Lebanon, Kuwait, Jordan, Israel, Iraq, Cyprus and Bahrain)
- Bangladesh
- Ukraine
- Serbia
- Russia
- Norway
- North Macedonia
- Maldives
- Kosovo
- Guernsey
- French Polynesia
- Cocos (Keeling) Island
- Christmas Island
- China
- Brazil
- Belarus
- A few Spanish regions only: the Balearic Islands (Balears), the Canary Islands (Las Palmas and Santa Cruz de Tenerife) and Melilla
Customers in the following places should buy ALPAKA products from our official retailers:
- Hong Kong
- India
- Indonesia
- Thailand
- Japan
- Taiwan
- Vietnam
- Norway
What is protected by shipping insurance?
You can add shipping insurance at checkout if you wish. Choosing Navidium covers your order against theft, loss and damage. If the parcel turns up broken or does not turn up at all, send us a claim and we will offer a replacement or store credit.
If it was added by mistake, contact us at contact@alpakagearbags.com as soon as you can. A refund is possible only for orders that have not yet been fulfilled.
Returns & Exchanges
How do I return or exchange my product?
Start your return through the return portal for your region, one for the USA and Canada and another for the rest of the world. Contact us at contact@alpakagearbags.com if you need the right link.
- Returns that were not started through these portals and were shipped without our knowledge will be refused.
- The return window is 45 days, counted from fulfillment.
- We can only handle returns for orders made on our own website and mobile app. Items bought on other platforms or from authorized resellers must be returned through those sellers.
- Returned products must be unworn, unused and in brand-new, original condition.
- Every hangtag must still be attached, and each item must be sent back in its original packaging.
- You are responsible for the cost of shipping the product(s) back to us.
- Once you open a return, you have 30 days from that request for the items to get back to us.
- We reserve the right to refuse credit when returned goods do not satisfy our return policy.
- Processing a return can take up to 10 days after we receive the products.
Can I send back two different orders in one parcel?
For a smooth process, we strongly recommend keeping them apart and handling each return under its own order number.
Why is my refund smaller than what I paid?
Some charges cannot be refunded:
- Credit card and transaction fees.
- Shipping costs.
- Customs and import duties and taxes.
How long does the refund take after I send the package back?
Full processing can take as long as 10 days from the moment your items arrive at our warehouse. Rest assured we will email you as soon as your refund has been issued.
If more than 10 days have passed since the parcel reached our warehouse, write to us at contact@alpakagearbags.com for more information.
Warranty
What is your warranty policy?
We aim to make some of the finest bags anywhere. When something goes wrong, we feel we have failed you, which is why we give a lifetime warranty against manufacturing defects. If you ever discover a manufacturing defect after buying, contact us at contact@alpakagearbags.com and include a video or photos. We will examine the damage and try to fix it at no cost to you.
After you get in touch, it may make more sense to visit a local bag repair shop. We will pay for the repair, but you need our approval first.
If you do mail the bag back to us, you must arrange and pay for the postage yourself, and we cannot reimburse it. We are not responsible for items lost in the mail, so please use a tracked service.
Where a repair turns out to be impossible, you will get either store credit or a replacement product worth the same amount.
What is covered
- Manufacturing defects
- Damage that occurred in transit
What is not covered
- Damage that happens after you receive the item
- Normal wear and tear
- Intentional damage by the recipient (cuts, slashing of the fabric and similar)
We are always looking for ways to improve our products and meet our customers' needs better, so we would love to hear your thoughts. Send your feedback to contact@alpakagearbags.com.