Returns Policy


WHAT can be returned?
The House of Alpaca guarantees to refund, replace or exchange an item should you not be completely satisfied with your purchase, providing the item is still in it's original condition, unworn or unused, with labels and tags still attached and proof of purchase can be supplied. Unfortunately we are unable to offer refunds on clearance or end of run items.

If you have received a product that doesn't match your order, or you have received faulty or damaged goods, please contact us within 30 days of receiving your order and we will happily refund/exchange the incorrect/damaged/faulty portion of your order.
Unfortunately, we cannot refund or exchange an item that hasn't been cared for as per the care instructions. Please read your care labels before washing or dry cleaning.

 

WHEN do items need to be returned by?
Please contact us within 30 days of receiving your order. A refund, exchange or replacement will be sent out once returns have been received by our office.

WHERE do items need to be returned to?
Please return your items to:
The House of Alpaca Pty Ltd
301 Sloane St
Goulburn NSW 2580 Australia

HOW do customers return items?
Please return to the above address via Australia Post registered mail, or drop off directly to our factory.

SHIPPING for returns?
If returning due to a change of mind, then the cost of shipping back to us is at the customer's expense. As is the return cost of shipping the new item back to the customer. If returning due to faulty or damaged goods or incorrect order, then the cost of shipping those goods back to us will be reimbursed to you by The House of Alpaca.

INSTORE return option?
Goods can be returned to our Factory Outlet shop located in Goulburn NSW.
301 Sloane St
Goulburn NSW 2580 Australia
PH: 0409 986 235
E:   info@thehouseofalpaca.com.au
H:   Monday to Friday   9.00am - 4.00pm  or by arrangement.