How to Order
There are several ways to order our knitwear and accessories:
Please select the product you are interested in, and using the drop down list, select the size and colour for that item. The product will then be added to your shopping cart. Once you have finished shopping, click to go to your shopping cart and proceed to the checkout.
Completion of your order
On completion of your order on the website, a copy is sent through to us at Alpaca Towers, where we will check our stock for availability. We will send you a confirmation email, letting you know when you can expect your items, and an invoice. The invoice will have a link to our Paypal facility, which you can use safely and securely to settle your invoice. The invoice will only become outstanding once your goods are in stock. Alternatively you can contact us by email for our bank details to do a transfer. Your items will be posted upon receipt of paymenet.
Please list the products, their size, colour and quantity, along with all your contact & payment details to firstname.lastname@example.org. We will confirm the order by replying to your email. Your invoice will have a link to our Paypal facility, which you can use safely and securely to settle your invoice. We will only be able to take orders for items in stock as we are unsure when deliveries will be arriving in the UK due to the current Covid situation.
Please note that we do not store any payment information for security purposes, nor will we share your personal contact information with a third party.
Once your order has been confirmed it will take up to 5 working days to process, depending on stock availability. There is a standard minimum P&P charge within The UK mainland of £6, which includes Royal Mail 1st class Signed for Recorded Delivery, to insure you recieve your item. This will take 1-2 working days, but please allow longer towards Christmas.
If one of our products is not in stock when you place your order, we will let you know once it arrives. We will not charge you for more than one delivery, even if we send out more than one parcel.
For track and trace of your parcel:
go to tracking and enter your 13 digit reference number
Or call 08457 740 740
We can gift wrap your item in pink tissue paper with cotton ivory ribbon for £3 per gift, (in addition to the postal charge). Unfortunately due to the Covid situation we will not be able to provide our gift box service.
Returns and Exchanges
Both returns and exchange items need to be logged within 7 days of receipt of your package and received back with us within 14 days of receipt of items.
Exchanges - should you wish to exchange an item for a different size, you will need to contact us for an on-line exchange form and to chekc stock availablity. Please send the item back to us with the completed exchange form. We strongly recommend that you insure your item/s with Royal Mail Recorded delivery, keeping your proof of postage, as we cannot accept responsibility for items before they reach us. We ask that we receive the item/s in the same condition that they were sent out, with the tags & any packaging. Returns are sent at your expense.
We will confirm receipt of the goods, and let you know when you can expect the exchanged item/s. There will be no postage charge added to the exchanged item/s.
Returns – if you wish to return any items, you will need to contact us for an on-line returns form within 7 days of purchase and send the item back to us with the completed returns form. We strongly recommend that you insure your item/s with Royal Mail Recorded delivery, keeping your proof of postage, as we cannot accept responsibility for items before they reach us. We ask that we receive the item/s in the same condition that they were sent out, with the tags & any packaging. Returns are sent at your expense.
We will confirm receipt of the goods. We will then refund the full amount paid for the item/s, not including the postage, using the same method that the item was paid for.
If the item is faulty, you will be refunded your postage costs.
We cannot accept responsibility for items damaged in the wash.
Alpaca garments can be handwashed or dry cleaned.
Handwash in warm water with a mild detergent, do not rub… rinse in clean water & roll into a clean towel to squeeze out the water.
Smooth back into the original shape and dry flat.
We have carefully put together our sizing, with the help of our excellent models and their friends. We hope they work for you, but please remember, the clothes are hand loomed and small variations will occur. These sizes are as a guide only.
3-6 months, chest 44cm
6-12 months, chest 48cm
12-18 months, chest 52cm
2-3 years, chest 58cm
4-5 years, chest 64cm
6-7 years, chest 68cm
The legal bit
Colours, descriptions and sizing
We have made every effort to represent our products as accurately as possible. However slight variations may occur due to the use of natural fibres and the hand looming process. These variations will be minimal, and we think, add to the uniqueness of our pieces.