How are your products made?
Our alpaca clothing, organic cotton apparel and accessories are handcrafted either in manual knitting machines, handwoven or hand knitted. E.g. All patterns from our cotton and alpaca cardigans are draw and designed by hand first to then be reflected into the manual machines. Once the weaving process is finished every piece is carefully stitched together by hand.
What kind of material do you use to make your products?
We use Baby alpaca wool, Alpaca wool, Pima cotton, Organic Cotton and Tanguis Cotton. All our fibres are sourced from reputable suppliers in Peru that follow all International regulations. Find out more on our Fibre Information here.
Our Handmade Jewellery collection is made with the highest quality 950 sterling silver with natural stones.
Is Alpaca Wool Itchy?
Alpaca wool is extremely soft to the touch and it is okay with most skins in general, however just like wool, it can be itchy to some, especially when worn on temperatures above 20oC. We recommend to always wear alpaca clothing in the appropriate weather and to always wear it over a cotton shirt or similar.
What is the difference between baby Alpaca wool and Alpaca Wool?
Baby Alpaca wool comes from the very first shearing of an Alpaca as well as wool taken from the neck and the nape of selected Adult Alpacas. Baby Alpaca wool is silky and smoother than Alpaca wool. You can find more fibre information here.
Is it easy to look after an alpaca garment?
Unlike other wool garments, alpaca clothing does not absorb smells and odours so you do not need to wash it as often. When washing your alpaca garment, the best way is by hand with wool wash, baby shampoo or similar unless otherwise recommended. Go to Care Guide to find more information on how to look after your organic cotton clothing.
How do I know what is my size?
Alpei alpaca clothing and organic cotton apparel are made in standard Australian sizes, however sizes can slightly vary pending on the style and the confection of the garment. The best way to know your size is by comparing your body measurements with ours. To do this, please go to Size and fit.
Do I need to create an ALPEI account to place an order?
No, you do not need to have an account with us to place an order. Our process is simple, select your chosen Alpei product, add it to the bag and proceed to the checkout, located on the top right corner, for payment.
If you have problems accessing or buying from our website, please contact us, we will be happy to assist you.
Can I place an order over the phone?
Yes, you can place an order over the phone by calling us on +61(0)449 780 234. Our working hours are from Monday to Friday 9:00AM – 5:30PM AET.
Am I able to amend or cancel my order after confirmation?
Yes, if you wish to amend or cancel your order, simply contact us within 30 minutes of receiving your order confirmation at email@example.com or call us on +61(0)449 780 234 so we can do so before dispatching your order.
What if I have received an incorrect item or an item is missing?
Please contact us at firstname.lastname@example.org.
How can I pay on Alpei site?
All payments must be done either with a debit card or credit card. All online transactions are secured and protected. Once you have place your order, Alpei does not retained your payment details.
We accept Visa, MasterCard, American Express debit or credit cards.
We also accept PayPal payments at our checkout.
When do you take payment from my card?
Payments are taken from your card as soon as you complete your transaction.
Do I have to pay Good and Services Taxes or import fees for orders outside of Australia?
You do not need to pay GST in Australia, however orders outside Australia may be subject to local duties. Any custom taxes and duties are regulated by your country, not Australia so you may be charged with an extra fee for custom clearance. Please check with your country custom’s officials to find out what these charges will be.
DELIVERY AND RETURNS
What are your shipping options?
For details of our shipping rates please go here.
What countries do you ship to?
Asia: Japan, South Korea, Hong Kong, China and Singapore.
Europe: UK, Ireland, Belgium, Denmark, France, Germany, Luxembourg Netherlands, Norway, Spain, Sweden and Switzerland.
Other: New Zealand, US and Canada.
For more details on International shipping rates and delivery times, please go here.
How do I return an item to Alpei?
Whether you are in Australia or in another country, items are returned to Alpei at your expense unless products are faulty. Let us know you are returning the product at email@example.com, then place the unused item securely in its original packaging, enclose the Alpei_Return_Form and send us the product.
What if I forgot to include the Alpei_Return_Form?
If you have not enclosed the return form, please send us an email to firstname.lastname@example.org with your order details and the reasons for returning the item.
When can I expect my refund?
All refunds are place as soon as we receive your returned item. For orders in Australia this generally takes up to 10 business days. If you are outside of Australia, please send us your proof of postage to email@example.com so we know you are returning an item. For more details, please go to Returns.
Do you offer exchange?
Yes, if you are in Australia and you wish to exchange an item, please return the exchange item first. We will send you the new item only after we have received your exchange, otherwise place a new order with the correct product.
If you are outside of Australia, please return your product using the above instructions and place a new order with correct item or size.
Can I return items I purchase on sale?
Yes, all items can be returned to Alpei. Please go here for further details.
I received a discount code, how do I redeem it?
You can redeem your discount code at the checkout stage of your order, just before payment.
Is my discount code applied if I decide to exchange an item?
Yes, if you are exchanging the same product just for a different size or colour. If you want to exchange for a different product then the original discount will not be applied.