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Refund policy

THE RETURN PROCESS

1. Initiation: To start a return, you can submit your request through any of the following channels:

Through WhatsApp and our website chat, you can register your return request directly with Nina, our virtual customer service agent. Simply indicate that you would like to request a return and follow the steps provided by Nina.

Nina is available 24 hours a day, 7 days a week. If your case requires assistance from a member of our customer service team, we will contact you during our business hours.

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

2. Approval: Once your request has been reviewed and approved, we will provide instructions on how and where to send your package. Items sent back without prior authorization will not be accepted.

3. Shipping Costs: The customer is responsible for all shipping costs associated with the return of 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

  • Contact Us: Submit your exchange request through customer_service@solalpaca.com, WhatsApp at +51 945 321 914, or the chat available on our website, within 30 days of receiving your order.

  • Website Chat and WhatsApp: Through these channels, Nina, our virtual customer service agent, will guide you through the steps required to register your exchange request.

  • Information Required: Please have your order number and the email address associated with your purchase available. You will also be asked to indicate the reason for the exchange.

  • Availability: Nina is available 24 hours a day, 7 days a week. If your request requires evaluation or assistance from a member of our customer service team, we will contact you during our business hours.

  • Eligibility: The item must meet all return criteria: it must be unworn, unused, with all original tags attached, free from odors or alterations, and in its original packaging.

2. Approval and Shipping Documentation

  • Exchange Invoice: Once the exchange is 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 and to ensure your new item is processed correctly.

3. Returning the Original Item

  • Shipping Costs: The customer is responsible for all shipping costs related to the exchange.

  • Safe Transit: We recommend using a trackable shipping service, as 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 process your exchange.

  • Dispatch: After the inspection is successfully completed, we will ship the new selected product to your address.

  • New Shipping Fee: Please note that a new shipping fee will apply for the delivery of the exchanged item.

DAMAGES AND ISSUES

Please inspect your order upon receipt. Contact us immediately if the item is defective, damaged, or if you receive the wrong item so that we can evaluate the issue and make it right.

If you identify a quality issue or receive an incorrect or damaged item, please contact us through customer_service@solalpaca.com, WhatsApp at +51 945 321 914, or the chat available on our website.

Through WhatsApp and our website chat, Nina, our virtual customer service agent, will guide you through the steps required to register your request.

EXCEPTIONS / NON-RETURNABLE ITEMS

The following items cannot be returned:

  • Customized, personalized, or altered products.

  • Socks, clearance items, or gift cards.

  • Items with manufacturing defects are the only exception for altered products.

  • Vicuña Garments: Due to the complex international legal documentation required for the transit of protected species fiber (CITES), returns or exchanges for Vicuña garments may be subject to additional restrictions or may not be possible once the export permits have been issued. Please consult with customer service before finalizing a Vicuña purchase.

REFUNDS

We will notify you once we’ve received and inspected your return. If approved, you’ll be automatically refunded on your original payment method.

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

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

CANCELLATIONS

You may cancel your order at any time prior to shipping by contacting us through customer_service@solalpaca.com, WhatsApp at +51 945 321 914, or the chat available on our website.

If the order has already been dispatched, the standard return policy applies.

CUSTOMER SERVICE

If you have any additional questions regarding returns, exchanges, refunds, your order, or our policies, you can contact us through:

Through WhatsApp and our website chat, 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 case requires assistance from a member of our customer service team, we will contact you during our business hours.

GOVERNING LAW

This policy is governed by the laws of Peru. For any disputes, customers may also access our Virtual Complaints Book as required by Peruvian Law.