ALPAKAReviews of alpakagear.com

Response from ALPAKA· Jun 7, 2025

Hi Manish. Thanks for your feedback, and we're sorry for the frustration. Please rest assured that ALPAKA complies with all tax laws, and we do not engage in tax fraud. If VAT was charged, it’s because we’re required to collect it based on your country’s regulations. At the moment, we’re unable to issue formal VAT invoices due to system limitations, but we’re working on improving this. If you need a breakdown of your order with tax details, feel free to reach out to us at [email protected]]—we’ll be happy to help. Thank you again for your feedback.

Response from ALPAKA· Jun 7, 2025

Hi Luke, Thank you for your feedback—though we're sorry to hear your experience didn’t meet expectations. We understand your frustration regarding the price difference. While we don’t offer price matching with third-party platforms like Amazon, we did offer store credit as a goodwill gesture. We’re sorry this didn’t feel fair from your perspective. In terms of shipping, our **standard delivery time is 8–15 business days**, and we do our best to meet that window. We understand that waiting can be frustrating and apologize if the transit time felt too long. We're also sorry to hear the strap didn’t meet your expectations. Your feedback has been noted and passed along to our product team as we continue to improve. If you're open to it, we’d love the chance to make things right. Please feel free to reach out to us directly at [email protected]. Thank you again for your honest review.

Response from ALPAKA· May 13, 2025

Hey Matt – definitely not the experience we want you to have, and we hear your frustration loud and clear. Please reach out to us at [[email protected]] with your order number, and we’ll look into this right away. We’re here to sort it out and make sure your gear makes it out of the "ALPAKA dimension" and into your hands ASAP. Appreciate your patience, and looking forward to fixing this for you.

Response from ALPAKA· Apr 29, 2025

Hello Sammy, We're truly sorry to hear about your experience and we sincerely apologize for the delays and any frustration you've encountered. If you’re having any issues with your purchase, please don’t hesitate to reach out to us at [email protected]. Our team is here to help and will do our best to make things right. We apologize for any inconvenience this may have caused, and we appreciate your understanding.

Response from ALPAKA· Apr 22, 2025

Hello Jonathan, Thank you for getting in touch, and we are sorry to hear about the trouble with your recent order. We were unfortunately unable to modify your order due to a system glitch and had to cancel it to avoid the risk of sending out the incorrect item, and have you place your order again with us. However once the promotion has ended we’re unable to offer the same promotional pricing after the offer period has ended. We hope for your understanding on this and we sincerely apologize for any inconvenience caused.

Response from ALPAKA· Apr 21, 2025

Hi Ferran, Thank you for reaching out. You placed your order on 19th March, and we fulfilled it on the same day. For UK orders, standard delivery typically takes 10-15 business days, and delivery is handled by Royal Mail. Unfortunately, we don’t have control over Royal Mail’s delivery process. When you informed us of the lost package, we responded promptly and are currently looking into the situation with our team. Please follow up with us directly via the same email thread, and we’ll continue to assist you. Thank you for your understanding.

Response from ALPAKA· Apr 21, 2025

Hi Mark, We're really sorry to hear about your experience and the inconvenience this has caused. This definitely isn’t the level of service we aim to provide. Please contact us at [email protected], and our team will make sure to follow up with you directly from there. We appreciate your patience and look forward to resolving this for you.

Response from ALPAKA· Apr 2, 2025

Hi Tim, Thank you for your feedback. I understand your frustration. As clearly stated on our website, our return center is located in Melbourne, Australia. For more details, you can refer to our return policy here: https://alpakagear.com/pages/returns. Please note that the item is not considered faulty but rather a color difference. Every screen is unique, just like each one of us. From desktop monitors to mobile displays, the ability to showcase colors varies, influenced not only by the technology but also by individual settings and personal perceptions. Factors such as hue, saturation, and the lighting conditions when a photo is taken can alter how a color appears. At ALPAKA, we've gone the extra mile to ensure that our product images provide an authentic representation of their actual colors. However, due to the unpredictable nature of screens and individual perception, we cannot guarantee that the color you see on your screen is a perfect match to the product's true color. We apologize for any inconvenience this may have caused, and we appreciate your understanding.