Shipping policy

Shipment date : Orders will be prepared and shipped through the selected shipping service to the specified address the next business day after receiving the customer's order.

Restricted Products: Our Company is a formal and legal company in Peru. It is the sole responsibility of the customer to find out about the restrictions, taxes, fees, additional documentation that must be submitted to the customs authorities of his country to receive the products ordered correctly.

Our company will not assume any claim of any kind due to customs restrictions in the country of destination.

International Buyers: Import duties are not included in the item price or shipping cost. These charges are the buyer's responsibility. Please check with your country's customs offices to determine what these additional costs will be prior to buying.

Logistics operator: All Shipments, both national and international, are made through the services of Serpost Peru in the EMS International 2nd Class mode. The online store system calculates online the exact cost of shipping costs based on the weight of the shipment and the country of destination.

Proof of delivery : The customer's signature is required on packages received through the EMS mode of Serpost Peru. For all purposes, an order is considered delivered to the customer only with proof of the courier service that indicates that the package has been successfully delivered, regardless of other considerations.

Tracking : The customer can track his order online with the delivery number delivered in his email through the following link:

https://etnoalpaca.com/pages/tracking

The database is updated every 24 hours.

Customs documents: all orders have the mandatory customs declaration and other documentation inherent to the goods shipped. However, some countries may require additional documentation from the customer or are involved in paying customs or any other duties in the destination country. In these cases, the customer is fully responsible for providing any documentation and / or payment that must be made to the customs of the country that receives the merchandise.

Undelivered packages: strong> If the order was rejected or ignored by the customer, the carrier will contact you to coordinate the delivery date, staying for 3 days in the destination country, starting at that time the procedures for its return to our store. If the customer requests the delivery of the order again, he must bear all the costs incurred for the return.

Confiscated packages: the customer is responsible for informing us about the ban that some of the products displayed in our store in your country may be subject to them. Returns or refunds of amounts corresponding to the destination customs return of the merchandise sent will not be accepted due to prohibitions in the destination country, as well as the confiscated merchandise.

Lost packages : Etno Alpaca will forward or refund customers who request the amount paid for packages sent and declared lost. It is understood that a package is lost if the customer has not received it within 90 days of its shipment. The declaration of loss will be made by the courier service at the request of Etno Alpaca, once the client has made the mandatory claim to our company. The refund of the amount paid or the return of the package will take effect once the package has been classified as lost and in no case will they be compensations before this requirement.

Damaged items or erroneous: if the merchandise arrives, to the customer, defective or does not correspond to the purchase made by the same or to the delivery note, Etno Alpaca will be responsible for all costs incurred for the return and new delivery of the order correct or refund the customer the proportional amount corresponding to the damage of the merchandise.

Exchange of products: the customer can exchange the products received for others of equal or greater value than those that are exposed in our virtual store, as long as the product to be exchanged is not open and in the same conditions in which it is sent. All expenses derived from said exchange will be in the name of the client.
The product exchange request must be made within 72 hours after the customer receives the merchandise.

Opening packages: for your safety , always open the package in the presence of the carrier and indicate in writing in the reference guide that accompanies each order, any deficiencies that you may find.

Cancellation of orders: strong> The customer can cancel his order as long as it has not left our warehouse and is in the hands of the courier service.
In these cases, a fine of 5% of the amount paid in his order is incurred. This will reimburse the customer for the amount paid, except for 5% of that amount which will be billed as operating expenses.