Shipping and Return Policy



The product processing time depends on the time frame of the quality check, the packaging and also on the store contingent of the individual product.

What is the processing time?The item’s processing time is the time from receiving your order to physically dispatching it. After receiving your order, we conduct Quality Control checks in order to ensure the product’s quality prior to shipment to meet your satisfaction. This can involve detailed in-house checks: e.g. material quality, zippers, seams, embellishments and motifs, interiors, lining, etc. The total processing time varies depending on the complexity, design and size of the specific product or article. Larger orders will naturally take longer. It normally takes within 24 hours of business day for us to process your order. However, please note that the processing time can also be affected by the stock status of individual items, the time of the year, national holidays, etc. If your order includes very popular items that are experiencing stock availability issues, then the order can take 1-3 business days to process and dispatch. We apologize in advance for any inconvenience caused by these delays and thank you for your patience.

If you would like to cancel a back ordered item in your order, simply send us your request by submitting a ticket, we will get back to you within 24 hours.

Tracking will be emailed within 7 business days of placing your order.

  • Shipping notification emails are not immediately sent upon shipment of an order; they are generally sent within 24 hours. If you are still unable to locate our shipping notification email, please check your spam mail folder and/or ISP/email application setting. Please make sure that your email address can receive emails from our domain (
  • If you believe that you mistyped your email address during checkout, please contact us.

Visit your order to track your order and find order details.’s shipping options offers you two choices for shipping your order: Express Mail Service or DHL .

  1. Express Mail Service ( EMS )
    Express Mail Service is a courier service provided by the Post Offices around the world.
  2. DHL Express
    DHL is a courier service company with worldwide coverage

For large volumes or very heavy items we will offer you shipping alternatives (such as Air Cargo) that minimize your shipping cost. 

For more information regarding each shipping method please send us an email to

General transit time estimates:
  • Express Mail Service EMS (international) 7-15 business days.
  • DHL Express (international): 4-10 business days.

About Tax

Shipments from all of our warehouses are delivery duty unpaid. Therefore, any and all customs or import duties are charged once the parcel reaches its destination country. If any,these charges must be paid by the customers.Customers take full liability for all return shipment costs, customs charges and handling fees should they refuse to accept a parcel due to import duties or taxes. Please note that according to customs regulations, INTIALPACA cannot declare purchased items as a gift or list an amount that lower than the actual product price.


I Only Received One Item, Where Is The Rest?

Occasionally, we need to send your order in two or more shipments. Our shipping charge applies only to the first package shipped. There are no additional shipping charges for subsequent shipments for the same order. Please check our terms and conditions. Thank you for your understanding.

If one item has been received, please know the rest of the order is on the way. Visit to track the order.

If you need to talk to our customer service center please contact us by clicking here.

My package was returned back to you. What can I do?

Packages may be returned because they remained unclaimed, the wrong address was specified, etc. We will contact customers whose packages have been returned to our warehouse to arrange reshipment. Items will be re-shipped in the same condition as they were returned to our store. In case a reshipment fee is required, our shop will be unable to cover it, therefore we will require that the customer pay for it. Postage fees for initial delivery are non-refundable.


Return or exchange an order

We hope you love what you ordered. But in case you don’t—perhaps it’s a little too big or the style just isn’t you—we’ll send you a new size, color, or style, or issue you a quick refund. You have 10 days since the package was delivered to return items.

IntiAlpaca will gladly accept exchanges of new, unworn, unwashed, and unaltered merchandise with all internal garment tags intact with your original receipt within ten (10) days of the date of the delivery

Before returning any item, please request an Return Merchandise Authorization (RMA) to the email

Items which are returned to us without our approval or a RMA number, will not be accepted.

Please carefully repack your order and ship back to via a carrier that provides tracking information so that we can verify shipping and delivery

Shipping charges are non-refundable unless the return/exchange is the result of our error.

For exchanges that are not the result of our error, buyer must pay re-shipping costs.

Once your return is received and inspected by our fulfillment center (usually within 3 business days of receipt), your replacement will be processed.

When Will I Be Refunded For A Return?

IntiAlpaca will process a refund within five (5) business days of receiving the return. A confirmation will be sent via email confirming the refund has been processed. Please allow one billing cycle for credit to appear on a credit card statement.

Change or cancel an order

If  for any reason you would like to change your order, please contact us by email or phone as soon as possible. We will make every effort to accommodate your request. However, please keep in mind our system is designed to fulfill orders as quickly as possible. As a result, we cannot cancel or change an order once it has entered the shipping process.

Visit your account to track your order and find more details.