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Delivery & Returns

Delivery

Due to the nature of ordering on the Internet it is not possible for you to specify a delivery date, however, you can nominate an alternative delivery address if this is more convenient. Simply fill in an alternative delivery address when you place your order. In cases where your items are too large to fit through a standard letterbox, we will use a signed-for delivery service. Please ensure you are able to sign for such items when they arrive.

Any customs or import duties charged once the order reaches its destination country, must be paid by the recipient of the order. We have no control over these charges and cannot predict what they may be. 

Customs policies vary widely from country to country, you may wish to contact your local customs office for further information. 

Once your order has arrived in your country, it will be passed on to an internal postal service, according to Standard Delivery procedures. 

If you are not in when your parcel arrives, the carrier will leave a card telling you where it is. It might be left in a safe place or leave details on how to pick up your order or rearrange delivery. 

To enable us to provide you with the best possible delivery experience, we may pass on your contact details to our carrier partners. These details may allow them to provide you with delivery updates via SMS (Text) and or E-mail, or contact you directly in the event there are difficulties with the delivery.

Delivery charges

UK
£4.99 for orders up to £50
Free for orders over £50

EU Standard
£4.99 for orders up to £50.00
£9.95 for orders between £50 and £150
£14.95 for orders over £150.00

Rest of the world
£9.95 for orders up to £50.00
£14.95 for orders between £50 - £150
£19.95 for orders over £150.00

Returns

Alpaca Annie hopes that you will be 100% satisfied with your items.
In the unlikely event that our products fail to meet your expectations, however - you can always return them within 14 days of receipt for a replacement or refund.

Please refer to the following terms concerning this process. You are entitled to return your product under the following conditions of sale:

The goods are damaged or faulty.
The goods were ordered by mistake, or you have ordered the wrong goods
The goods received do not correspond in any way to those chosen during initial transaction
The goods MUST be returned with all packaging intact, and in perfect or otherwise resalable condition.

Under the Distance Selling Act, you may return the goods within 7 days and receive a refund - providing they meet the previous terms where applicable. To make a return please contact us, make us aware prior to returning the item. We will then refund you when the item if received in an acceptable condition.

Ensure that any product you are returning is well packaged, as any damages incurred during the postal process must be claimed by you. You are responsible for claiming any losses incurred through the postal system – please ensure you obtain the appropriate certificates, or send via recorded delivery.

You will be notified through e-mail when we have processed your request for return. If you are unable to correspond through e-mail, an alternative means of contact must be provided.