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Terms of Service

Terms of service

Terms and Service

Out of stock items

Should an item you order be temporarily out of stock, The alpaca Shop will contact you immediately to advise expected delivery time. You can choose to either change or cancel your order at this time. Should you order multiple items and more than one delivery need to be made due to an item you have ordered being out of stock, postage will only be incurred on the first delivery. Note for items that are on backorder at time of ordering normal postage will apply for these backordered items. Postage is only covered if you order an item that we believe to be in stock and for some reason it is not available to send to you with your other items.

Faulty Goods

All items at The Alpaca Shop are of a high quality and are thoroughly checked before being packaged and sent to you. Should an item fall below these high standards and arrive faulty please contact us within 7 days via phone or email to arrange an exchange or refund if the product can’t be replaced. No charge will be incurred by you for any extra postage. Please contact us to arrange return postage.

Refunds and Exchanges

At The Alpaca Shop we understand that buying online is not the same as in a store, where you can see and feel it, and the product you receive may be different to what you expected. All our products are of extremely high quality however if for some reason you are not happy with your purchase, we will happily exchange them. All items returned for exchange must be returned new and in the same condition as they were sent, in original packaging, with labels, unworn, unused, and not damaged. Should items not be received back in this new condition they will be returned to the customer with the return shipping cost the responsibility of the customer. All items must be returned within 14 days of purchase. Exchange or refund will only be given on the value of the item/s. Delivery charges are not refundable and additional delivery charges will be incurred unless the item is faulty, as described in the faulty goods area. Sale items are not refundable. Please call or email us first to advise that you will be returning the goods and whether you would like a replacement, alternative item or refund. All refunds will be issued via the same method used to purchase the items.


All prices are listed in Australia Dollars and are inclusive of GST. The Alpaca Shop reserves the right to change prices at any time without notice.

Loss or damage in transit

The Alpaca Shop takes great care in packaging all orders and Australia Post is a reliable mailing service, however unfortunately sometimes mishaps can occur. Should a package be delayed, arrive damaged or not at all, please contact us immediately by email or phone so we can discuss the issue. Please note however that The Alpaca Shop send items with parcel post schels will not be held accountable for items that are damaged or lost during transit and all risk passes to the customer upon delivery at Australia Post. We will however assess each matter on a case by case basis. Note insurance is available for registered post within Australia. Insurance can be purchased at the check out


You can choose to subscribe to our mailing list to receive emails when specials, promotions and new products are on. Following a purchase with us we also add you on to our email list. You are able to unsibscribe from this list at any time by emailing back your request to unsibscribe.