We're committed to making some of the best bags in the world. If something were to go wrong, we feel like we've let you down. This is why we offer a lifetime warranty against manufacturing defects. If at any time after purchase you find a manufacturi

<p id="isPasted">We&apos;re committed to making some of the best bags in the world. If something were to go wrong, we feel like we&apos;ve let you down. This is why we offer a lifetime warranty against manufacturing defects. If at any time after purchase you find a manufacturing defect, please contact us at <a href="mailto:hello@alpakagear.com;">hello@alpakagear.com</a> and send us a video or images. We will assess the damage and try to <strong>repair it free of charge</strong>.</p><p>After contacting us, it might make more sense to go to your local bag&#xA0;repairer. We will cover the repair. Approval from us is required before taking this route.</p><p>Please note that if you send the bag back you will need to arrange and pay for your own postage and we cannot refund these costs. We can&#x2019;t take responsibility for anything lost in the post so please use a tracked service.</p><p>If for some reason the product cannot be repaired, we will either: give you store credit or provide a new product of the same value.</p><h3 id="what-is-covered"><strong>WHAT IS COVERED</strong></h3><ul><li>Manufacturing defects</li><li>Damages caused during transit</li></ul><h3 id="what-is-not-covered"><strong>WHAT IS NOT COVERED</strong></h3><ul><li>Damages caused after the item is received</li><li>Wear and tear</li><li>Deliberate damage caused by the recipient (cuts, slashing of fabric, etc.)</li></ul><p>We are constantly looking for ways to improve our products to better meet the needs of our customers, so we&apos;d love it if you sent an email to <a href="mailto:hello@alpakagear.com;">hello@alpakagear.com</a> and shared your feedback with us.</p>

WHAT IS YOUR WARRANTY POLICY?

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ALPAKA

Warranty

Where can I find my tracking number?

How long does it take to ship my order?

Why was I charged VAT?

How do I cancel/change my order or shipping address?

What does my order status mean?

I did not receive my order.

Do you ship internationally?

I have not received my package yet and it is past the estimated shipping date.

What does the shipping insurance cover?

Shipping

CAN I USE ALL MY POINTS IN ONE TRANSACTION?

WHEN DO POINTS EXPIRE?

I MADE A PURCHASE, HOW LONG DOES IT TAKE FOR POINTS TO SHOW UP?

IS THERE A MINIMUM SPEND TO BE ABLE TO USE '$' OFF VOUCHERS

HOW COME I DIDN'T GET ANY POINTS FOR MY BIRTHDAY?

ARE THERE ANY DISCOUNTS AVAILABLE?

I CLAIMED A REWARD THAT I DO NOT WANT TO USE, CAN I CANCEL IT TO GET MY POINTS BACK?

I HAVE TWO ACCOUNTS WITH YOU, CAN I MERGE ALL OF MY POINTS INTO ONE ACCOUNT?

Loyalty & Rewards

What are the differences between your various materials?

How do I clean my bag?

Products

HOW DO I PLACE MY ORDER?

WHERE DO I ENTER MY COUPON CODE?

WHY WAS I CHARGED IMMEDIATELY FOR A PRE-ORDER / BACK-ORDER?

WHY DOES MY AFTERPAY NOT WORK?

PAY PAL HAS CHARGED ME BUT I HAVE NOT RECEIVED A CONFIRMATION EMAIL YET?

Payments

How do I return/exchange my product?

I have two separate orders. Can I return them together?

Can I return an item without the tag on it?

My package has been returned but I have yet to receive my money back yet.

Return & Exchange

HOW CAN I KEEP UP WITH THE ALPAKA COMUNITY?

HOW DO I SIGN UP FOR THE ALPAKA NEWSLETTER?

ALPAKA Community

DO YOU GRANT RETROACTIVE DISCOUNTS ON SALE ITEMS?

Pricing

Can you modify products purchased from your store?

Can I add a clip or shoulder strap to the ARK Bifold Passport Wallet?