Shipment and Returns

Shipment

Orders on www.Lux-alpaca.com can be shipped to Italy and most of the EU countries. If you do not find your destination country in the list, please send an email to customercare@lux-alpaca.com and we’ll assist you. For Italy, the delivery time is 3 working days, for other EU countries the delivery can take up to 5 working days. Once product is shipped, Customer will receive an email from the courier with the order tracking. The courier will make two attempts at delivery of the Order at the address provided in the Order and inform the Customer in case of a negative attempt. In the event that the courier is definitively unable to deliver the Order, Customer Service will contact the Customer in order to verify his or her interest in a new dispatch.

Returns

Our Customer Care is available for any inquiry at following contacts:

WhatsApp: +39 345 2206802

E-mail: customercare@lux-alpaca.com

You may return your Luxalpaca piece for a refund within 14 calendar days from the date of delivery. The cost is 10€ (not applicable if damaged). If you are returning or exchanging your piece, please review the following steps:

1.       Send an e-mail to customercare@lux-alpaca.com with your name, address, order number and reason for returning
2.       Our Customer care will send you the shipping label
3.       Place the Luxalpaca piece in the original packaging, place it in a shipping box and ensure the box is securely closed prior to attaching the shipping label
4.       Luxalpaca will make a refund within 5 working days since product has been received back
5.       Luxalpaca ensures every product is subject to a qualitative inspection process to avoid our customer receive a damaged product. In case it happens, you may report this within 24 hours by sending an email to our Customer care providing the evidence of the defect. In that case, Luxalpaca will not charge you the cost for the return