Refund policy
We hope each Alpaca Gold Standard piece is received and experienced as intended. If a return or exchange is required, requests may be submitted in accordance with the conditions below.
Return Eligibility
Eligible items may be returned when a return request is submitted within 14 days of delivery, provided they remain:
- unused and unwashed
- in their original condition
- with all original packaging and tags included
Returns that do not meet these conditions may not be accepted.
Once a return has been approved, the item must be shipped back within 7 days of receiving the return instructions.
Non-Returnable Items
The following items are not eligible for return or exchange:
- custom-sized or personalized pieces
- made-to-order items, where identified as such before purchase
- items clearly identified as final sale at the time of purchase
- items showing signs of use, alteration, or damage after delivery
Exchanges
Exchanges may be requested subject to product availability.
If the requested replacement is unavailable, the original item may instead be returned for a refund in accordance with this policy.
Return Process
To request a return or exchange, please contact us with your order number and the item you wish to return or exchange before sending anything back.
If the request is approved, return instructions will be provided directly.
Approved returns must be shipped within 7 days of receiving those instructions. Returns sent outside this period may not be accepted.
Refunds
Approved refunds will be issued to the original payment method after the returned item has been received and inspected.
Once approved following inspection, refunds are typically issued within 3–5 business days. Additional processing time may be required by your payment provider or financial institution before the credit appears in your account.
Return Shipping
For eligible discretionary returns and exchanges, return shipping arrangements and associated costs are the responsibility of the customer unless otherwise required by law.
Any expedited or other paid original shipping charges are non-refundable unless required by law or the return results from an error on our part.
Damaged, Defective, or Incorrect Orders
If an item arrives damaged, defective, or incorrect, please contact us promptly after delivery with your order details and relevant photographs.
Please do not return the item before contacting us. Once the issue has been reviewed, appropriate replacement, return, or refund arrangements will be provided.
Canadian Orders
Orders shipped to Canada may be subject to duties, taxes, brokerage fees, or customs procedures imposed by Canadian authorities or the carrier. These charges are the responsibility of the recipient unless otherwise stated at checkout.
Duties, taxes, and other import charges paid in connection with an order are non-refundable by Alpaca Gold Standard where applicable.