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Refund policy

THE RETURN PROCESS

1. Initiation

To start a return, we recommend submitting your request through the chat available on our website, our primary customer service channel. This allows us to streamline the process and provide faster, more efficient assistance.

Through our website chat, Nina, our virtual customer service agent, is available 24 hours a day, 7 days a week, to guide you through the steps required to register your return request.

If your case requires further evaluation or assistance from a member of our customer service team, a human customer service representative will contact you during our business hours.

You may also contact us via email at customer_service@solalpaca.com, particularly for inquiries related to purchases made at our physical stores.

To help us process your request efficiently, please have your order number and the email address associated with your purchase available.

2. Approval

Once your return request has been reviewed and approved, we will provide instructions on how and where to send your package. Items returned without prior authorization will not be accepted.

3. Shipping Costs

The customer is responsible for all shipping costs associated with returning the merchandise. Original shipping charges, as well as duties and taxes paid at checkout (DDP), are non-refundable.

EXCHANGES

We want to ensure you are completely satisfied with your purchase. If you would like to exchange an item for a different size, color, or style, please follow our international exchange process.

1. Initiation and Evaluation

  • Customer Service Channel: To request an exchange, we recommend contacting us through the chat available on our website, our primary customer service channel. Your request must be submitted within 30 days of receiving your order. You may also contact us via email at customer_service@solalpaca.com, particularly if your purchase was made at one of our physical stores.

  • Required Information: Please have your order number and the email address associated with your purchase available. You will also need to provide the reason for the exchange to help us evaluate your request.

  • Availability and Follow-up: Through our website chat, Nina, our virtual customer service agent, is available 24 hours a day, 7 days a week, to guide you through the process of registering your request. If further evaluation or assistance is required, a human customer service representative will contact you during our business hours.

  • Exchange Eligibility: The item must meet all established requirements: it must be unworn and unused, have all original tags attached, be free from odors and alterations, and remain in its original packaging.

2. Approval and Shipping Documentation

  • Exchange Invoice: Once your exchange request has been approved, we will send you an Exchange Invoice via email.

  • Printing Requirement: You must print this invoice and include it inside your return package. This documentation is essential for Peruvian customs procedures and helps ensure that your replacement item is processed correctly.

3. Returning the Original Item

  • Shipping Costs: The customer is responsible for all shipping costs associated with the exchange.

  • Safe Transit: We recommend using a trackable shipping service to monitor your package. Sol Alpaca is not responsible for items lost or damaged during return transit.

4. Receiving Your New Product

  • Inspection: Once we receive and inspect the returned merchandise, we will proceed with processing your exchange.

  • Dispatch: Once the inspection has been successfully completed and the exchange is confirmed, we will ship the selected replacement item to your address.

  • New Shipping Fee: Please note that an additional shipping fee will apply for delivery of the replacement item.

DAMAGES AND ISSUES

Please inspect your order upon receipt. If your item is defective or damaged, or if you receive an incorrect item, please contact us as soon as possible so we can evaluate the issue and determine the appropriate solution.

We recommend submitting your inquiry through the chat available on our website, our primary customer service channel.

Through the website chat, Nina, our virtual customer service agent, will guide you through the steps required to register your request and provide the necessary information for its evaluation.

If your case requires further investigation or assistance from a member of our customer service team, a human representative will contact you during our business hours.

You may also contact us via customer_service@solalpaca.com as an alternative channel.

EXCEPTIONS / NON-RETURNABLE ITEMS

The following items cannot be returned:

  • Customized, personalized, or altered products.

  • Socks, clearance items, or gift cards.

  • Products that have been altered after purchase, except where the alteration is related to a manufacturing defect.

Vicuña Garments: Due to the complex international legal documentation required for the transit of fiber from protected species under CITES regulations, returns or exchanges for Vicuña garments may be subject to additional restrictions or may not be possible once export permits have been issued. Please contact our customer service team before finalizing a Vicuña purchase to confirm the applicable conditions.

For inquiries regarding these exceptions, we recommend contacting us through our website chat. If further assistance is required, a member of our customer service team will follow up during our business hours.

REFUNDS

We will notify you once we have received and inspected your returned item. If your refund is approved, it will be issued automatically to your original payment method.

Please note that your bank or credit card company may require several business days to process and post the refund.

Original shipping charges, duties, and taxes paid at checkout (DDP) are non-refundable.

If you have questions about the status of your refund, we recommend contacting us through our website chat. Nina can guide you through the initial inquiry process, and a member of our customer service team will follow up if further assistance is required.

You may also contact us via customer_service@solalpaca.com as an alternative channel.

CANCELLATIONS

You may request to cancel your order at any time before it has been shipped.

To submit a cancellation request, we recommend contacting us through the chat available on our website, our primary customer service channel. Nina, our virtual customer service agent, will guide you through the process of registering your request.

If your case requires confirmation or intervention from a member of our customer service team, a human representative will contact you during our business hours.

You may also submit your cancellation request via customer_service@solalpaca.com.

If your order has already been dispatched, our standard return policy will apply.

Please note that submitting a cancellation request does not guarantee cancellation if the order has already entered the shipping process.

CUSTOMER SERVICE

For questions regarding returns, exchanges, refunds, cancellations, your order, our privacy practices, or any of our policies, we recommend contacting us through the chat available on our website, our primary customer service channel.

Through this channel, you can receive assistance from Nina, our virtual customer service agent, who is available 24 hours a day, 7 days a week.

Nina will guide you through the steps required to register your request, complaint, or inquiry and will indicate the information needed according to your case.

If your inquiry requires further evaluation or assistance from a member of our customer service team, a human representative will contact you during our business hours.

You may also contact us via customer_service@solalpaca.com as an alternative channel, particularly for inquiries related to purchases made at our physical stores.

We encourage customers to use our website chat whenever possible, as it helps us streamline our customer service processes and provide faster, more efficient assistance.

GOVERNING LAW

This policy is governed by the laws of Peru. For any disputes, customers may also access our Virtual Complaints Book (Libro de Reclamaciones Virtual), in accordance with applicable Peruvian law.