FAQ's & PRIVACY POLICIES

1. Is it safe to use my credit card online at AlpacaHandicraft.com?

Using your credit card to shop at Alpaca Handicraft is extremely safe. (http://www.2checkout.com), employs the latest encryption technologies to ensure that your credit card information remains private.

2checkout.com transactions are protected by the highest levels of security available and ensure complete and total privacy for Alpaca Handicraft’ online customers. Not even Alpaca Handicraft   employees have access to your credit card information. Using your credit card affords you the added advantage of knowing that, in the event that there is a problem with your purchase, the credit card company will remove the purchase from your bill and Alpaca Handicraft will not be paid.

2. How long will it take for me to receive my order?

We deliver your order in about 1-3 weeks. The amount of time that it takes for your order to reach its destination depends on two factors. One is the type of product you have ordered and another is our products are handmade and are not stored in warehouses in mass quantities. There are some occasions when orders must be specially made, and this can present delays in the shipment of an order. In the event that your order must be specially made, you will be contacted by e-mail and informed of the nature of the delay and the expected time frame for shipment of your order.

3. How Alpaca Handicraft ship my order?

We ship our products by international Express Mail Service (EMS) and Regular Post, a function of the Peruvian postal service operated in cooperation with postal services throughout the world; and normal post by Serpost Peru. But if you like it than your orders to get quickly is possible we use for shipping couriers as: DHL, Fedex or TNT ( in this case the shipping cost you’re assume).


4. How do I track my orders?

If you already have your tracking number and want to find out the status of your package, you have to call your local Mail Service and tell your tracking number. They will give you information about your order or you can contact us to info@alpacahandicraft.com and we will give you the status of your order.

5. Can I pay by Wester Union, MoneyGram, Xoom, bank transfer, or Letter Credit (L/C) ?

 Yes You can pay by Wester Union, MoneyGram, Xoom and bank transfers or Letter Credit in the case that you make a especial request of one product or if you are a wholesale customer. 

6. Can I make a special request for a product?

Yes, we can provide you with a special product. For more information contact us to info@alpacahandicraft.com and in your request, please include much information as is possible about the product that you would like to purchase at Alpaca Handicraft .

7. What is your policy on returns and exchanges?

In the unlikely event that we process your order incorrectly or ship you a defective item, we will take back that item and replace with the original product, with no additional charge or if you want a full refund within 7 days of purchase. Returns will be gladly accepted for up to 5 days after the date of receipt.

8. What if I do not receive my order?

Be sure to indicate the correct mailing address when you are filling out your order form. Alpaca Handicraft is not responsible for items that have not been received due to an incorrect address or change of address. If you have not received your order and would like to check the status, please contact our Customer Service Department at sales@alpacahandicraft.com (be sure to note your order number and e-mail address, and verify the correct mailing address). A customer service representative will check our records to determine when your order was processed and mailed.

9. Will Alpaca Handicraft ever give out my personal information to third parties?

Alpaca Handicraft wholeheartedly respects your privacy and thus will never release any personal information (including your home address, e-mail address, and phone number) to any third party, Alpaca Handicraft is 100% Privacy Guarantee. 

10. How can tell the actual size of a product?

As you know, pictures can be deceiving. For that reason, it is very important that you look at the size of a product before making a decision about whether to purchase it.  you should be very careful when picking out products. We want to offer you the best possible perspective of a product's appearance and detail, and sometimes this comes at the expense of providing a true representation of the product's actual size. All products do come with size and weight specifications, however, so be certain to make that one of the things you check when viewing a product. 

11. Products are individually handmade

As all of our products are individually handmade, all sizes given must be considered as approximations, and minor imperfections and slight variations in color or design from items depicted should be expected.

12. Delivery Policy

We are not responsible if you do not receive your order if you provide us a wrong address. We sent all our package by certificate mail that mean the someone have to sign at the moment to receive the package. If you think that you or other will not be at the address that you provide us to receive the package please contact us to send the package by other service if you do not do that we are not responsible if you do not receive your order. If you will move to other address and you don't tell us, we are not responsible if you do not receive your order. The mail will try to deliver the package until three times in the address that you provide us but if not find any person at the address, we are not responsible if you do not receive your order. If you have any questions, please contact us at service department by email at info@alpacahandicraft.com