Customer Care

We want to make it possible for you to have the perfect shopping experience! Please have a look at this Customer Care section or Contact our Customer Care Team should you need further information.

Sizing varies among garments. To help you choose the best fit we provide the following sizing information on every product page:

• Specific product measurements for clothing

We know that finding the right size isn’t always easy. That’s why we’re here to help. Contact Us for any questions regarding sizing and fit.

Garment Care

At Pacalpa we understand alpaca better than anyone. Alpaca requires slightly different care compared to other natural fibers. It it stronger, warmer and lighter than cashmere and is an excellent choice of natural material. It is resistant to pilling and will not alter its shape if proper care instructions are followed, thus making alpaca clothing an investment that could extend for years and years.

Please follow these four simple steps and your alpaca purchase will give you years of luxurious comfort and wear.

1. Gently wash in warm water with a mild soap (mild shampoo will do) and thoroughly rinse in water of the same temperature. Special care must be taken as wet alpaca fabric can weaken and stretch out of shape. Never wring or twist. Gently press excess water from garment.
While supporting the weight of the wet garment lay it on a dry towel. Ease the garment back into shape and roll up in the towel. Press to remove excess water and repeat this step with a second towel.
3. On a flat surface lay the sweater on a fresh, dry towel, until thoroughly air dried.
4. Once your alpaca garment is dry you will want to fold it carefully, avoiding a center crease. Never hang an alpaca sweater as it will stretch the garment out of shape. Lay flat in a drawer or on a closet shelf.

In the event of stubborn stains, dry cleaning may be the only solution. We do not recommend machine washing. That being said, should you decide to use your washing machine, secure the garment in a tied pillowcase and set on gentle cycle; cool water. Proceed to steps 3 and 4.

Pricing and Currency

Prices are charged in pounds sterling, including V.A.T.

Payment Methods

We accept payment via Visa, MasterCard and Paypal. Please note only one (1) form of payment method may be used on a single order.

Payment Error Troubleshooting

If you are attempting to checkout and receive the following error message ‘transaction cannot be processed’ please contact your bank in order for them to authorize the transaction. If the error message states ‘transaction cannot be processed, contact customer care’ please contact us, and we will be able to further assist you.

Charging Your Card

Once your order has been placed, the necessary funds are held under form of pre-authorization. This is not an actual charge. The pre-authorization ensures that sufficient funds will be available to carry out the transaction. Once your order has been shipped, your card is charged according to the amount and currency of your order. If your order is unfortunately cancelled, Pacalpa will release the pre-authorization immediately. Please note that it may take your bank additional time to process the funds back to your account.

Personal Information

All information shared with Pacalpa when placing an order is confidential. We use secure systems in order to insure that details pertaining to your accounts remain private. For more information on our secure network please visit our Terms & Conditions section.

Place an Order

You can decide to create an account before or after your guest order. Creating an account will allow you to:

• Track your orders and review past purchases
Request a return directly from your account
Modify pending orders
Save and manage addresses so you can check out faster
Sign up to our newsletter to stay informed on new arrivals, sales, and other updates note that you will receive an email with a link to verify your email address.

Please be sure to confirm your email before the expiry of the link to finalize the account creation.

Please note that for exclusive releases, we reserve the right to limit quantities per order and/or customer.

Order Confirmation

Once your order has been placed an order confirmation will be sent to the email address provided at checkout. The order confirmation acts as an invoice and includes your order number and all relevant details.

If you notice any errors on your order confirmation please contact us so we can modify your order. You can also review your order details by accessing your Order History via your Pacalpa’s account.

Order Processing

Once your order is placed a standard processing time of up to 2 business days is required before the order is shipped out.

Orders placed after 11AM (GMT +1) may be processed the next business day and orders placed over the weekend and on holidays will be processed the next business day starting at 10AM (GMT +1)

Please note that during peak sale periods processing times may vary.

Modifying or Cancelling Your Order

You can modify or cancel your order as long as it has not been packed and/or shipped. We will do our best to accommodate any changes or cancellations before the order enters our shipping queues.

To Modify Your Order

• Login into your Pacalpa’s account
Click on the Order History tab on the left-hand side
Under Modify, select the subject of your request
Fill out the contact form and send us your request

If you cannot access your Pacalpa’s account, feel free to contact us and we will help you modify your order.

Note that if you place an order as a guest, you need to create an account in order to manage your orders or contact our Customer Care team.

Order Status

To Verify Your Order Status:

• Login into your Pacalpa’s account
• Click on the Order History tab on the left-hand side
• Under Status, the order status will be marked as either Received, In Process or Shipped

Note that If you place an order as a guest, you need to create an account in order to track your orders proactively. You will also receive email updates on your order status.

To better understand the status of your order, please review the definitions below:

• Received: Your order has been successfully placed and is ready to be processed
• In Process: Your order has been approved and is ready to be packed
• Shipped: Your order has been dispatched and a tracking number has been associated to your package

Order tracking

To track your order please go to this link

Shipping Information

Pacalpa ships all over the world. To put your mind at ease, we provide all packages with a tracking number. Signature is required upon delivery for all Pacalpa orders.

Once your order has been shipped, you will receive an email update with shipping details along with the associated tracking number. You may follow the link in the email to check the estimated arrival of your order.

Please note that tracking information will only be updated online one (1) business day after your order has been shipped.

What Happens if I am not there when it is delivered? Please note Standard and Express deliveries both require a signature. A calling card will be left at your address with instructions of how to rearrange a delivery. You will also receive notifications from our carriers before delivery is attempted.

Where will the order be dispatched from? Pacalpa online shop warehouse is based in Scotland, United Kingdom.

Shipping Costs and Delivery Times

Prices are charged in pounds sterling, including V.A.T.
Please allow us up to 2 business days to process your order.

Standard – Complimentary (Delivery in 4-10 business days)
Express – £ 30.00 (Delivery in 1-4 business days)

Standard – £ 20.00 (Delivery in 6-12 business days)
Express – £ 40.00 (Delivery in 2-5 business days)

Standard – £ 30.00 (Delivery in 6-12 business days)
Express – £ 50.00 (Delivery in 2-5 business days)

Duties and Taxes

No additional taxes or customs duties are charged for garments that are shipped within the UK. Prices and shipping costs include VAT and are thus listed as gross prices.

It is important to note that customers living outside the UK may incur local taxes and import duties, which may involve slight delays. The customer is solely responsible for the payment of any of these additional charges that may be imposed. These local fees are not included in the Pacalpa invoice. Please contact your local customs office for more information.

Our Return Policy

Note that If you place an order as a guest, you need to create an account in order to manage your returns or contact our Customer Care team.

In order to return an item, you must meet the following conditions:

• The return must be requested within the 14-day cooling off period stipulated by the EU Distance Selling Regulations. Your statutory rights are upheld.
• Ensure the item are new, unworn and in their original packaging with their accessories and the tag attached to the products.

Also, please note:

• Final Sale items are not eligible for a return.
• Pacalpa reserves the right to reject returns which do not comply with our return policy.
• Returns that do not respect our policy may be sent back to the original shipping address at our discretion.
• Items returned after 14 days will be shipped back to the customer.
• Allow up to three weeks for your return to be received and processed.

How to Initiate a Return

As Pacalpa adopts sustainable and eco-friendly practices, your package will not be shipped with any paper invoices or return slips. Instead, we ask that you request your return electronically by accessing your Pacalpa’s account Order History.

Free returns from United Kingdom: Simply navigate to your account’s Order History page to request a prepaid return label. Return instructions will be included.

International Returns

Simply navigate to your account’s Order History page to request a return authorization and return instructions. Please note that it is important to ship international packages using standard shipping and your country/region’s local shipping carrier. For added safety, please insure all packages with a tracking number.


We are unable to offer exchanges at this time, however we do accept returns. We ask that you return the original merchandise for a refund and proceed to place a new order for the appropriate item.


A refund will be issued back to your original payment method within 10 business days of receiving your return. Once your refund has been processed, a refund confirmation will be sent to the email address provided at checking out. Your financial institution may require additional time to process the refund to your account.

Please note that original shipping fees are not refundable.

Coupons and Promotions

General terms applicable to promotional codes offered by Pacalpa.

Pacalpa offers promotional codes that may be applied to selected items on These codes are occasionally sent to customers via email.

The promotional codes have no monetary value, and cannot be converted into currency. Promotional codes are redeemable online. Promotional codes cannot be applied to items which are already discounted.

If an order containing multiple items is placed using a promotional code, the discount will be distributed across each eligible item according to its pro-rated value. Any returned item(s), purchased using a promotional code, will be refunded at the value of the discount applied to the item or items in question.

The value of a promotional code cannot be applied to an order if that code is inapplicable, invalid, or expired. Under no circumstances will replacement codes be issued.

Please note that only one promotional code can be applied per order.

Pacalpa would like to thank you for your continued loyalty and to remind you to sign up for our newsletter, join our Facebook page and follow us on Twitter to find out about the latest coupons, promotions and sales.

Creating an Account

When placing an order, you are required to create an account to complete your purchase.

Registering with us allows you to enjoy the following benefits:

• Track your orders and review past purchases
Request a return directly from your account
• Modify pending orders
• Save and manage addresses so you can checkout faster
• Sign up to our newsletter to stay informed on new arrivals, sales and other updates
• Forgot your password
• If you have forgotten your password, once login simply follow this link.

If prompted to enter your old password, this is an indication that you have successfully reset your password and are signed into your account.

Account-Related Inquiries & Data Protection

At Pacalpa, you have control over your personal information. As a customer, you may access your account at any time by logging into your account online.

If you have an account, you may access it at any time on the Login page. 

If you have placed an order as a guest, you may create an account with the email you used for a previous purchase and access your account at any time on the Login page.

You can also request that your account be deleted by Contact Us page. At this point, your account will be deleted as soon as any outstanding issue, such as your right to return merchandise according to our return policy, is resolved.

Contact Us

To exercise your rights pursuant to the present section, to reach Pacalpa’s Data Protection Officer (DPO) or if you have any questions about Pacalpa’s Policy and practices, please feel free to contact us via email at

Our Commitment to Accessibility

Pacalpa is committed to making our website’s content accessible and user-friendly to everyone. If you are having difficulty viewing or navigating the content on this website, or notice any content, feature, or functionality that you believe is not fully accessible to people with disabilities, please contact our team by writing to us on by stating “Disabled Access” in the subject line and provide a description of the specific feature you feel is not fully accessible or a suggestion for improvement. We take your feedback seriously and will consider it as we evaluate ways to accommodate all of our customers and our overall accessibility policies. 

Pacalpa’s Responsible Disclosure Policy

At Pacalpa, we take the security of our systems seriously, and it is our constant endeavor to make our website a safe place for our customers to browse. However, in the rare case when some security researcher or member of the general public identifies a vulnerability in our systems, and responsibly shares the details of it with us, we appreciate their contribution, work closely with them to address such issues with urgency, and if they want, publicly acknowledge their contribution.

How to report an issue?

If you happen to have identified a vulnerability on any of our web properties, we request you to follow the steps outlined below:

• Please contact us immediately by sending an email to with the necessary details to recreate the vulnerability scenario. This may include screenshots, videos or simple text instructions.
If possible, share with us your contact details (email, phone number), so that our security team can reach out to you if further inputs are needed to identify or close the problem.
• If you intend to make the information public for educational or other such needs, please give us reasonable time to appropriately fix the problem before making such information public. Our security team will work with you to estimate and commit to such time frame.
• If the identified vulnerability can be used to potentially extract information of our customers or systems, or impair our systems’ ability to function normally, then please refrain from actually exploiting such a vulnerability. This is absolutely necessary for us to consider your disclosure a responsible one. While we appreciate the inputs of Whitehat hackers, we may take legal recourse if the identified vulnerabilities are exploited for unlawful gains or getting access to restricted customer or system information or impairing our systems.


We do not have a bounty/cash reward program for such disclosures, but we express our gratitude for your contribution in different ways. For genuine ethical disclosures, we would be glad to publicly acknowledge your contribution in this section on our website. Of course, this will be done if you want a public acknowledgement.

A big thank-you!
At Pacalpa, we are the leading company in the field of transforming this noble fibre into luxury yarns, working in harmony with nature, the environment and with the utmost respect for the local population. Read More About Us


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