Frequently Asked Questions
Our products are shipped from our warehouse in BERRE-L’ETANG (13) in France.
We are exhibiting at various Christmas markets in France, and we are also developing partnerships with reseller partners, the list of which we will communicate to you via the newsletter and social networks.
You can follow us on the social networks Facebook and Instagram "la maison de l'alpaga"
https://www.facebook.com/lamaisondelalpaga
https://www.instagram.com/lamaisondelalpaga
Yes, La Maison de l'Alpaga will refund your entire order within 14 days if you are not satisfied with your items.
Our stocks are up to date, if you can put the article in your basket it is in stock. If an item is out of stock, a message will inform you. If the size or colour you want is not in stock, we will deliver it within 30 days.
Yes, there is a size guide for our products which are cut like jackets, waistcoats, jumpers or even pairs of gloves or socks.
If you have not received your package but you have received a message that the product has been shipped from us and it has been more than 5 days for France and 10 days for international, you can contact us at contact@lamaisondelalpaga.com , we will investigate with the carrier.
We accept payment by credit card or PayPal.
There are no customs fees if you are in an EU country. If you live outside the EU, customs fees are country-specific.
Yes, the payment is 100% secure. We work with a well known and secure platform that has been developed by BNP Paribas.
For individuals
METROPOLITAN FRANCE & MONACO
DPD at point relais in 48/72 working hours.
DPD at home in 48/72 working hours.
Colissimo Point relais at collection point in 48/72 working hours.
Colissimo at home with signature under 48/72 working hours.
EUROPE
Colissimo Point relais in collection point within 3/7 working days.
Colissimo at home with signature within 3/7 working days.
For professionals
METROPOLITAN FRANCE & MONACO
DPD at a point relais in 48/72 working hours.
DPD at home in 48/72 working hours.
Colissimo Point relais at a collection point in 48/72 working hours.
Colissimo at home with signature under 48/72 working hours.
EUROPE
DPD at home in 3/7 working days.
Colissimo Point relais at collection point in 3/7 working days.
Colissimo at home with signature within 3/7 working days.
Yes, we deliver throughout Europe.
There are different delivery methods: at home or in a relay point.
Yes, it is possible to track your package. We will send you an email as soon as your parcel has been shipped with a code allowing you to track your parcel.
The request for reimbursement can be made within a maximum of 14 days after the date of receipt of the goods.
To return an item, email us at contact@lamaisondelapaga.com and we will send you a return label.
If it is an error on our part, we will take care of the return at our expense, otherwise you will have to return the goods to us and pay the shipping costs yourself.
If you are not completely satisfied with the product or if there is a problem with the size of the product, you can exchange it while stocks last. You have 14 days to make your request for a refund or exchange and a maximum of 15 days to send us the goods.