Sales Policies

SHIPPING WITHIN AUSTRALIA

Delivery charges: In Sol Alpaca, we give you the best conditions in terms of delivery services by working with Australia Post. Rates will vary according to the value of your purchase and will be explicitly indicated at check out.

How long: Shipping times vary between 6-7 business days*. Orders are usually processed within 2 business days*, and items usually arrive in 5 business days once shipped.

Customs, Duties and Taxes

All orders are shipped from Australia.

Prices shown on our site are GST inclusive. Orders shipped within Australia do not have to pay duties.

Orders shipped to destinations outside of Australia might be subject to customs fees, taxes and import duties of the country of destination. Customers are encouraged to find out whether their orders are subject to these payments. It is the customer's responsibility to pay whatever is required by the importation into the destination country. 

When shipped orders reach the country of destination, they may be subject to customs clearance procedures that can cause delays beyond original delivery estimates. We ask for your understanding for any delays caused by the above conditions, as these are beyond our control.

In this case, please contact our customer service at info@solalpaca.net.au.

For more information about customs procedures that might cause delivery delays, please contact your local customs office.

 

SHIPPING TO COUNTRIES OTHER THAN AUSTRALIA

Please use the contact form and we will be back to you as soon as possible.

Fields marked with an * are required

 

RETURNS & EXCHANGES

If need be, you may return any Sol Alpaca products with their respective hangtags, labels and packaging in their original, unused condition for a full refund of the merchandise value. We will gladly accept your return within 15 days of arrival at the destination specified in the order. Purchases made with a debit or credit card will be refunded back to the card.

The return request must meet solalpaca.net.au’s requirements in order to receive approval for the return of the product. Once approved, the refund process generally takes 7 to10 business days* once the returned item has been received and fulfil the conditions of the preceding paragraph. 

To accept the return of an item, we need the following information:

  1. Invoice number
  2. Date of purchase
  3. The reason you wish to return/exchange the product.
  4. Item specifications for the product you would like instead, if applicable.

RETURN EXCEPTIONS

Sol Alpaca does not accept customized or personalized products. Customized products are ONLY REFUNDABLE in case of manufacturing or material defects, in which case you may contact customer service via phone or email for assistance.

EXCHANGING ITEMS

To exchange a product for another, please follow the steps below:

  • Send an email to info@solalpaca.net.au and we will contact you within two business days to enquire about the reasons you have to exchange the products. We will then evaluate the reasons for exchanging the products.

The shipping costs for exchanging merchandise will be assumed by the customer.

Conditions for exchanges and returns: Each product has its own measures and sizes, and it is the responsibility of the client to choose the product carefully after taking their measures and sizes into consideration by referring to the what’s my size section in the web (here).

It is valid to return the products, although the shipping costs and other expenses are the sole responsibility of the client and will be deducted from the refunds.

The exchange of products is acceptable, but all shipping costs (the delivering and the returning of the item) are responsibility of the client and must be paid in advance in order to proceed with the exchange of the products.

There is a rigorous quality control procedure for each order, which ensures there are no flaws on the products before we put them into packages and send them to our clients, so if there is any complaint about any imperfection or flaws on the products they will be subjected to a review and evaluation.

*Please remember that order are shipped from Australia. The term “working, or business days” considers Australian public holidays.