At AlpacaSoul, we craft each product with care, intention, and love. Your satisfaction is important to us, and we want your experience to feel as gentle and mindful as the products we create
Returns
• If you receive a product that is damaged, defective, or incorrect, please contact us within 7 days of receiving your order at hello@alpacasoul.com.
• Include your order number and a photo of the item.
• We will guide you through the return process and provide instructions for returning the product
Refunds
• Once we receive and inspect the returned item, we will notify you of the approval or rejection of your refund.
• Approved refunds will be processed to your original payment method within 7–10 business days.
• Shipping costs are non-refundable, except in cases of defective, damaged, or incorrect items
Exchanges
• We currently do not offer direct exchanges. If you wish to exchange an item, please return it for a refund and place a new order
Non-Returnable Items
• For hygiene and safety reasons, handwritten letters, digital downloads, and personalized items cannot be returned or refunded unless they arrive damaged or defective
Late or missing refunds
• If you haven’t received a refund yet, first check your bank account again.
• Then contact your credit card company, it may take some time before your refund is officially posted.
• Next contact your bank. There is often some processing time before a refund is posted.
• If you’ve done all of this and you still have not received your refund yet, please contact us at hello@alpacasoul.com.
Sale items
• Only regular priced items may be refunded. Sale items cannot be refunded.
Gifts
• If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
• If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
Shipping
• All AlpacaSoul creations are made with care. Once your order is placed, we prepare it thoughtfully and send it to you as soon as possible. Shipping times may vary depending on your location. You will receive a confirmation when your package is on its way.
Shipping returns
• To return your product, you should confirm the address with us before mailing your product.
• You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
• Depending on where you live, the time it may take for your exchanged product to reach you may vary.
• If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Need help?
• If you have any questions about your order, returns, or refunds, please reach out to us at hello@alpacasoul.com.
• We will respond as gently and promptly as possible.