SHIPPING POLICY
SHIPPING
*Pre-orders: If your order contains a pre-order item, every item in the order will be shipping together once the the pre-order item is available.
WAREHOUSES
We ship our orders from our warehouses in Hong Kong.
Incoming orders are processed within 24-48 hours on weekdays and will be dispatched in 24-72 hours after the order is placed.
STANDARD & EXPEDITED SHIPPING
Delivery times for standard orders are 2 - 7 business days.
PAYMENT
We accept major credit and debit card payments (Visa, Mastercard, AMEX, Diners Club, Discover, etc.), PayPal, Google Pay, Amazon Pay and Apple Pay. If you have any questions regarding your payment, our customer service team will be happy to assist you at hello@alpaka.hk.
*All prices are displayed in HKD.
Full Policy
ALPAKA ("we" and "us") is the operator of (https://www.alpaka.hk) ("Website"). By placing an order through this Website you will be agreeing to the terms below. These are provided to ensure both parties are aware of and agree upon this arrangement to mutually protect and set expectations on ourservice.
1. General
Subject to stock availability. We try to maintain accurate stock counts on our website but from time-to-time there may be a stock discrepancy and we will not be able to fulfill all your items at time of purchase. In this instance, we will fulfill the available products to you, and contact you about whether you would prefer to await restocking of the backordered item or if you would prefer for us to process a refund.
2. Shipping Costs
Shipping costs are calculated during checkout based on weight, dimensions and destination of the items in the order. Payment for shipping will be collected with the purchase. This price will be the final price for shipping cost to the customer.
3. Returns
3.1 Return Due To Change Of Mind
ALPAKA will happily accept returns due to change of mind as long as a request to return is received by us within 7 days of fulfillment of item and are returned to us in original packaging, unused and in resellable condition.
Return shipping will be paid at the customers expense and will be required to arrange their own shipping. Once returns are received and accepted, refunds will be processed to store credit for a future purchase. We will notify you once this has been completed through email.(ALPAKA) will refund the value of the goods returned but will NOT refund the value of any shipping paid.
3.2 Warranty Returns
ALPAKA will happily honor any valid warranty claims. Please refer to our warranty policy at https://alpaka.hk/pages/warranty. Upon return receipt of items for warranty claim, you can expect ALPAKA to process your warranty claim within 7 days. Once warranty claim is confirmed, you will receive the choice of:
(a) refund to your payment method
(b) a refund in store credit
(c) a replacement item sent to you (if stock is available)
4. Delivery Terms
4.1 Dispatch Time
Orders are usually dispatched within 1-3 business days of payment of order. Our warehouse operates on Monday - Friday during standard business hours, except on national holidays at which time the warehouse will be closed. In these instances, we take steps to ensure shipment delays will be kept to a minimum.
4.2 Change Of Delivery Address
For change of delivery address requests, we are able to change the address if the order has yet to be processed.
4.3 Items Out Of Stock
If an item is out of stock, we will wait for the item to be available before dispatching your order. Existing items in the order will be reserved while weawait this item.
4.4 Delivery Time Exceeded
If delivery time has exceeded the forecasted time, please contact us so that we can conduct an investigation.
5. Tracking Notifications
Upon dispatch, customers will receive a tracking link from which they will be able to follow the progress of their shipment based on the latest updates made available by the shipping provider.
6. Parcels Damaged In Transit
If you find a parcel is damaged in-transit, if possible, please reject the parcel from the courier and get in touch with our customer service. If the parcel has been delivered without you being present, please contact customer service with next steps.
7. Cancellations
If you change your mind before you have received your order, we are able to accept cancellations at any time before the order has been dispatched. If anorder has already been dispatched, please refer to our refund/returns policy. Sometimes after an order is placed, the warehouse process it immediately and we might not be able to cancel it. If this is the case, you can return it after it has been delivered.
8. Customer service
For all customer service enquiries, please email us at hello@alpaka.hk