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Answer questions

We try to answer all important questions here. However, if you have a question that is not answered here, you can of course contact us athallo@alpaka-store.de and we will get back to you within 24 hours between Monday and Friday.

Order

How can I order from you?

In our online shop you can order as a guest (without creating a user account) or via a user account.

Setting up a user account is easy during the ordering process and only requires a few steps.

As soon as you have created your customer account, you will receive a code by email, which you must enter in the field provided to confirm. You have now completed the registration and your customer account is activated. In the future you will be able to access this, for example to view the shipping status of your order.

Once you have selected your desired items, simply add them to your shopping cart and click “Checkout”. Then enter your address and select a payment method. And done!

Telephone orders are possible in individual cases.

Where is my order?

You can track your order via tracking once it has been shipped.

You can find the tracking link with the tracking number in your shipping confirmation. You haven't received a shipping confirmation or your order status is "open"? Then please contact us athallo@alpaka-store.de .

How can I cancel my order?

Unfortunately, cancellation is usually no longer possible as we process and ship your order as quickly as possible. Of course, you can still contact us athallo@alpaka-store.de and we'll see what's possible.

The package is usually already on its way to you. You can of course return your package after receiving it. Once your return has been processed, the invoice amount will be refunded within a few days.

Have you selected advance payment as your payment method? Then you can let us know by email and we will cancel your order.

How can I change my delivery address?

During an order, you can change your delivery address in the “Enter new delivery address” step.

Address changes are usually no longer possible for orders that have already been placed. Please send us an email tohallo@alpaka-store.de as soon as possible and we'll see if a change is still possible.

You can often choose a different drop-off location using shipment tracking, for example a post office.

Shipment

How much are the shipping costs?

Within Germany and the EU you will incur shipping costs of €4.90 for goods up to a value of €79.99. Over €80.00 shipping is free for you.

Shipping outside the EU costs €39.90.

How long does delivery take?

We usually deliver goods in stock within Germany, Austria and Switzerland within 1-4 working days. When paying in advance, the delivery times apply from receipt of money on our account. In absolutely exceptional cases, shipping can take up to 10 working days. In this case, we will contact you and let you know.

Shipping within the EU takes between 2 and 7 working days.

Outside the EU, delivery times of up to 14 days apply.

Can I pick up my order from you in Herrenberg?

We think your idea and your commitment are great.

This is possible in individual cases with bedding. Simply write us a short email tohallo@alpaka-store.de .

In fact, the warehouse for our hats, bedspreads, clothing, etc. is not in Herrenberg and collection there is not possible.

Can I have my order delivered to a post office?

Yes, that is possible.

To do this, use the “normal” address information in the ordering process. Here you then enter the address of the post office. Your name will always be on the package. Add your postal number there too.

It says that the package was dropped off at a branch. In which branch?

The shipment tracking shows which branch the package was delivered to. You will usually also receive a notification note from the parcel delivery company. If this is not the case, it is best to contact the parcel delivery company directly.

Which parcel delivery companies do you work with?

We work with DHL GoGreen.

I am missing part of my order – what can I do?

If you have not received your order in full, there may be various reasons. For example, it may happen that we have canceled an item at short notice - then you should have been informed about this change by email.

Since we often deliver our products from different logistics centers, the products may be delivered on different days. Please write an email tohallo@alpaka-store.de if more than 2 days have passed between receiving the first product.

Can I change my order?

As long as your order has not yet been shipped, you can of course still change your order.

Please send us an email tohallo@alpaka-store.de and we'll see what's possible.

My package came from Amazon even though I ordered it from your online shop. How is that possible?

We can totally understand the confusion. We have a duvet warehouse on site in Herrenberg and one on Amazon.

If the duvets can be shipped faster by Amazon because, for example, our warehouse is not occupied on a day, we will send the duvet via Amazon Logistics so that you receive the duvet as quickly as possible.

How can I contact you?

You can always send us a message with your request via the email addresshallo@alpaka-store.de .

You can reach us by phone at 07032/ 35 96 747 from Monday to Friday from 4 p.m. to 5 p.m. Of course, you can always leave a message on the answering machine and we will call you back as quickly as possible.

If you would like advice about our bedding, you can book a free consultation using the following link: https://alpaka-store.de/pages/bettwaren-beratung

payment

What payment methods are there?

With us you can pay with PayPal, credit card, Klarna invoice, advance payment, Apple Pay, Google Pay and AmazonPay.

Please note that not all payment methods are available for every country.

In addition, it can sometimes happen that we are not always able to offer all payment methods at all times. The approval of the payment method is checked for each order and through an automated process.

If you can't choose a payment method, just try another or contact us athallo@alpaka-store.de .

How do Klarna’s payment methods work: Invoice?

Klarna is one of the world's leading payment providers and a licensed bank that is transforming the shopping experience for shoppers and merchants. Klarna offers uncomplicated solutions that allow people to shop and pay easily, securely and flexibly.

Klarna invoice:
The principle is simple: you usually have 14 days from the invoice date to pay your invoice. You only pay when you have received the goods. You shop in a relaxed manner, complete your order and check the products in peace at home. As usual, you will receive the invoice from us by email once we have shipped your order. Since the payment is processed directly via Klarna, you will also receive payment information from Klarna.

If there is a problem with your order, for example it did not arrive, or the invoice amount is incorrect, please contact us first.

To have your bill paused in the meantime, simply log in to Klarna and select “Report a problem”.

You can find out how returns work under Returns .

Good to know: You can access information about your Klarna order at any time in the Klarna app . Easily check in the app whether your payment has been received for your invoice. We recommend that you make all your payments directly in the Klarna app to avoid possible incorrect transfers or reminders. You can find more information about Klarna here .

What does advance payment mean?

If you pay in advance, you transfer the order amount to us.

As soon as we confirm receipt of payment, we will process your order and ship your package. In your order confirmation you will receive our bank details, the intended purpose and the order amount. Please note that we cannot process your order or reserve items until we can detect receipt of payment.

Why can't I see all payment options?

It may be that not all payment methods are displayed due to past orders, for example if a payment has not been received or if a large number of orders were placed in quick succession.

claim

How can I complain about something?

If you would like to complain about something, please write us an email tohallo@alpaka-store.de and we will take a closer look at your complaint request.

exchange

Can I exchange something?

If you would like to exchange an item, please contact us athallo@alpaka-store.de and we will see what options there are.

Can I use the discount code I used again?

The discount is always calculated proportionally to the total value of your order.

If the conditions for the discount still apply after the exchange, you can contact us athallo@alpaka-store.de - we can then apply the discount subsequently.

Returns & Refunds

Are returns free?

Yes! Please visit our returns portal (click here) . You can print out a return label there. We also offer an extended return policy of 30 days instead of 14 days.

How do I return my return?

How to return an item:

  1. Simply visit our returns portal here and you can immediately print out your returns label yourself.
  2. As soon as we have received your package and everything is in order, i.e. the item is unused, not dirty or otherwise damaged, we will immediately refund you the invoice amount to the payment method you used to pay for your order.
How will I be informed that you have received the return?

As soon as we have received your package and everything is in order with the return, we will inform you by email. The invoice amount will then be refunded to you immediately.

What do I do if I received a damaged/incorrect item?

If you have received a damaged or incorrect item, please report this in our returns portal here .

Can I simply hand in my return to you in Herrenberg?

We think your commitment is great!

Unfortunately, it is not possible to return the item in person in Herrenberg.

Visit our returns portal here and send the goods back to us free of charge.

How is the refund made?

As soon as we have received your package, we will refund you the full invoice amount using the payment method you used to pay for your order.

Vouchers & discounts

Are there Alpaka Store Germany vouchers?

Yes, we have gift vouchers .

It's very easy: click on the value in which you would like to buy the voucher, order it, print it out as a PDF and give it to the lucky person.

Important: The voucher is only available by email, not by letter.

How do I redeem a voucher?

In the final step of the payment process, you have the option to enter a voucher code in the shopping cart. Enter your voucher code in the field. And done!

Important: Before sending your order, please make sure that the voucher has actually been redeemed and that the voucher value has been deducted from your invoice total. Vouchers can only be redeemed during the ordering process. Unfortunately, we can no longer credit the voucher afterwards.

How do I redeem a discount?

During the payment process you can enter a discount code in the right window. Enter your code in the field and click Apply.

A combination of discount code and gift vouchers is possible. Simply redeem them one after the other – first the discount code, then the gift voucher.

  1. Only one code can be redeemed per order. So you cannot combine discount codes with each other.
  2. Discount codes may be subject to certain conditions stated on the voucher. For example: a minimum order value, a validity period or a restriction on certain product groups.
  3. Discount codes can only be redeemed online when ordering. Unfortunately, we can no longer credit you for this later.
  4. Discount codes cannot be withdrawn.
What happens to my voucher if I receive a refund?

Did you use a voucher for your order? If the item is returned, the refund will first be sent to the payment method you used (e.g. PayPal account). Anything above the amount you paid will automatically be loaded onto the voucher you use.

My order was canceled and my voucher or discount code no longer works?

Then get in touch with us. Simply write an email tohallo@alpaka-store.de .

Tell us the order number and your code and we will activate the code for you.

Responsibility for people and the environment

What does kbA and kbT mean?

In technical jargon, kbA and kbT are used for “controlled organic cultivation” and “controlled organic animal husbandry” respectively. These terms describe the production of agricultural products such as organic cotton or organic virgin wool using production methods that are as natural and species-appropriate as possible.

In addition, attention is paid to crop rotation during cultivation, which means that not only one particular crop is grown in the fields, but also other alternating crops
Potentially improving soil fertility.

Organic animal husbandry places high demands on animal welfare in order to ensure species-appropriate husbandry. This will be below
This is ensured, among other things, by banning certain feedstuffs and higher minimum space requirements for the animals.

Where do you produce?

This differs depending on the brand:

  • Alpaca Night: Germany
  • Deep sleep: Germany
  • APU KUNTUR: Peru
  • KUNA: Peru
  • MILLWA: Peru
  • Urbanara: Portugal
  • Al's World: Germany
What does your supply chain look like?

This also differs depending on the brand. You can find a detailed supply chain on the individual brand pages .

How often do you visit your suppliers?

Since we are not manufacturers ourselves, we visit the manufacturers of our Deep Sleep and Alpaca Night brands once a year. Our manufacturers also visit their suppliers at least once a year.

And the other brands we carry have also told us that they visit their suppliers at least once a year.

Alpacas & alpaca wool

Do alpacas need to be sheared?

Yes, alpacas need to be sheared once a year to protect them from overheating.

What is the difference between alpaca wool and down feathers?

In contrast to down feathers, alpaca wool regulates temperature and ensures that you no longer wake up in the middle of the night bathed in sweat.

Alpaca wool duvets are also much lighter than down duvets. Thanks to the low lanolin content, they are also perfect for allergy sufferers.

Finally, it must of course also be mentioned that the extraction of down feathers is animal cruelty.
Down is obtained either by plucking animals that have already been slaughtered or by the much more brutal live plucking.

Alpacas, on the other hand, MUST be sheared once a year so that the animals do not overheat. The wool, which has to be sheared anyway, is then used for quilts, clothing, etc. So it's a by-product.

What is the difference between alpaca wool and camel hair?

Alpaca wool and camel hair are similar in their properties, but there are small differences.

Alpaca wool is warmer and softer than camel hair. Also more durable and lightweight.

How do you distinguish alpaca wool? Are there different qualities?

When it comes to alpaca fibers, the finest fibers are Royal (extremely fine), Baby (very fine) and Superfine.

The diameter and length of the fibers differ. The thinner and longer the fibers, the softer and cuddlier. The diameter of the fiber is measured in microns.

What is Micron?

The fineness of alpaca fiber is measured in micrometers.

A micrometer is a millionth of a meter. The finer the alpaca fiber, the higher the selling price. An average human hair is about 0.05 to 0.08 mm thick. Alpaca fiber has a thickness of 0.0019 mm to 0.0030 mm.

The thinner the fiber, the softer and more comfortable the alpaca wool feels on the skin.

  • Baby Royal: 19.5-21.5 micron - very soft, delicate yet robust yarn made from pure alpaca wool. Only the best young white alpacas have this finesse.
  • Baby alpaca: baby fleece 22.0 - 23.0 micron, baby blend
    23.5 - 24.5 micron - wool from alpacas, which produce particularly fine fleece. Not the wool of a baby alpaca
  • Alpaca Superfine: Alpaca Fleece 25.0 - 26.5 micron
  • Alpaca Medium: Alpaca Fine Blend 26.5 - 27.5 micron

Alpaca duvets

What are the differences between your alpaca duvets?

Our two duvets alpaca night and deep sleep
differ in the following points:

Alpaca night:

  • Raw wool from Peru
  • Circular quilting
  • Cover made of natural cotton

Deep sleep:

  • Raw wool from breeders in Germany, Austria and
    of Switzerland
  • Quilting that fits ideally to the human body (circular and longitudinal quilting)
  • Cover made of organic cotton (kbA)
  • 100% regional production
Where do the raw wool and cotton come from?

The raw wool for the Alpakannacht duvet comes from Peru, while the raw wool for the deep sleep duvet comes from Germany, Austria and Switzerland.

The cotton of the alpaca night duvet comes from Turkey, whereas the cotton of the deep sleep duvet comes from Germany.

Which duvet is suitable for me?

This always depends on your individual sensitivity to heat. Most of our customers get along well with an all-season duvet all year round. However, there are always people for whom a summer duvet is enough or who need a winter duvet.

You can find a graphic that can help you make your choice at the following link: https://alpaka-store.de/collections/alpaka-bettdecke (you have to scroll down a little).

How do I care for my alpaca wool duvet?

For normal care, it is sufficient to ventilate your blanket well - even in damp weather.

Since natural wool contains protein molecules that bind odors and repel dirt with the help of air moisture, the wool cleans itself. Dirt, dust and odors simply fall off the fiber again. Only rain and direct sunlight should be avoided.

Can I wash my duvet in the washing machine?

Bedding made from natural fibers cannot be washed in the washing machine as the wool would become felted. If there is a spot contamination, you can clean the area with diluted vinegar water or a gentle solution
Clean detergent.

DANGER! Every time you clean, some of the natural cleaning effect of the alpaca fiber is lost.

If you have particularly stubborn stains, you can send your duvet in and have it specially cleaned by professionals.

Does my duvet smell?

The wool is washed thoroughly before being made into duvets. This should prevent your duvet from smelling. However, since your alpaca duvet is a natural product, the duvet may initially have its own smell. We therefore recommend airing the duvet regularly. However, this should disappear quickly.

However, if the smell doesn't get better, please send us an email to hallo@alpaka-store.de and we will help you.

Does my blanket rustle?

The rustling of the duvets is particularly an issue with covers made of organic cotton. This has never been a problem with the duvet made from natural cotton (Alpakannacht brand). Since cotton is a natural material, the “rustling properties” are also different.

Is the duvet suitable for people who sweat heavily?

Yes! Alpacas originally come from the Andes mountain range. It is very warm there during the day and very cold at night. The hollow fiber is therefore aligned so that it dissipates heat during the day and at night
Animal warms.

The fiber can also absorb 50% of its own weight in moisture, is self-cleaning and odor-repellent, which is why the duvet does not get damp even when people sweat heavily.

Important: Please air your duvet regularly so that the moisture can get out again.

Clothing made from alpaca wool & knitting wool

How do I wash alpaca wool clothes?

To avoid shrinkage, we recommend hand washing alpaca wool garments only in cold water at a maximum of 30 degrees Celsius. For example, you can use this detergent Use without moisturizing agents and avoid wringing out the clothing. To dry, you should lay the clothes flat instead of putting them in the dryer.

If your alpaca wool clothing does not contain silk, you can also wash it in the washing machine on a gentle cycle (wool cycle) at a maximum of 30 degrees Celsius with a wool detergent without fabric softener. Please note that you should not wash the alpaca wool with other materials and do not overfill the machine to avoid matting the wool.

How much wool do I need?

The amount of wool required depends on various factors such as the pattern chosen, needle size and knitting density. The following information is a guideline for knitting without a pattern and is intended as a guide only. We recommend that you always order one or two more balls, especially if you are planning larger projects, as the color may vary slightly when you reorder.

The following guidelines apply to wool REGULAR and wool SOFT (recommended needle size 4-4.5mm):

  • Scarf (20x178cm with yarn 50g/100m): About 126g, so about 2.5 balls.
  • Hat (56cm head circumference for adults with yarn 50g/100m): At least 75g, so at least 1.5 balls.
  • Women's sweater (size M with yarn 50g/100m): About 500g, so at least 10 balls.
  • Men's sweater (size M with yarn 50g/100m): Approximately 650g, so at least 13 balls.
  • Children's sweater (for 10 year old children with yarn 50g/100m): Approx. 350g, so at least 7 balls.

For wool SOCK YARN 15055 (recommended needle size 2.5mm), the average wool consumption for a pair of men's socks with yarn 50g/200m is around 100 grams, i.e. 2 balls. Please note that consumption can increase significantly depending on shaft height and pattern.

Can some products be scratchy?

It is possible that some products may be perceived as scratchy. However, this feeling is always subjective and can vary from person to person. Some people are particularly sensitive to skin irritation, especially around the neck. If you already react to the use of cashmere, we recommend that you use premium alpaca products (Royal Alpaca).

If the product feels scratchy, you can try airing it out in the fresh air. This allows the smallest, loose hairs that may be responsible for the scratching sensation to be removed. In most cases this can help!

Do products made from alpaca wool shed?

As with all products made from natural wool, products made from alpaca wool can also shed. Especially the high-quality, fine goods (premium quality) can lead to unwanted lint formation in men with beards. But that is not a defect in the product.

Why is alpaca considered suitable for allergy sufferers?

In contrast to most wool products, which often cause allergic reactions, alpaca fibers hardly contain lanolin, the wool fat that offers protection against moisture. Many people have allergic reactions to the chemical removal of lanolin or even to the lanolin itself.

Alpacas, on the other hand, have a smooth surface structure and only need minimal lanolin to regulate moisture. Alpaca is therefore considered a good option for allergy sufferers as it contains significantly fewer allergy-causing substances. Please note that there is currently limited scientific knowledge on this topic.

How do I protect alpaca wool products from moths?

Moths have a penchant for alpaca products, so it's important to protect our garments from these little pests.

Here are some tips and natural methods that can help:

  1. Vinegar water: Clean your cupboards and shelves regularly with vinegar water. The smell of vinegar has a deterrent effect on the moths.
  2. Garment bags: Store your alpaca goods and winter wardrobe well packed in tight garment bags or plastic sleeves.
  3. Fragrances: Use intense but natural scents in the cupboards and shelves, such as lavender flowers or cedarwood.
  4. Newspapers: Place newspapers between the boxes in your closet. The dryness and paper can keep moths away.

If you do discover moths, you can get little helpers in the form of parasitic wasps. These tiny beneficial insects are harmless to humans and will disappear on their own once the moth population is under control. Parasitic wasps can be purchased online and are often available at your local hardware or drugstore.

Purchase of alpaca wool

I have alpaca wool for sale. Will you buy my raw wool?

Yes, we buy alpaca wool!

To receive all the important information regarding the purchase and the process, you can simply enter this form.

You then have to confirm your registration and
You will then receive all important information by email. By asking
You can also send an email to ankauf@alpaka-store.de at any time.

What criteria does my raw wool have to meet in order to be purchased?

These are the criteria:

  • 1st and 2nd quality (back, neck)
  • Dry, not matted or covered in burrs or straw
  • Important: no moth infestation!
  • No initial clipping
  • No black wool
  • Sorted by quality
  • At least 5 kg total weight
  • Fiber length at least 5 cm
Who covers the shipping costs?

The breeders cover the shipping costs.

Where should the raw wool be sent after I follow the steps in the email?

You will receive the shipping address for our wool warehouse as soon as you have sent us an email with your amount of raw wool to ankauf@alpaka-store .

What if my wool cannot be purchased?

If we cannot purchase your raw wool because it does not meet our criteria, we will write you an email.

After that there are two options:

  1. You can have your wool sent back to you (you have to cover the costs yourself)
  2. We dispose of the wool on our premises

Newsletter

How can I register for your newsletter?

You can sign up for our newsletter here .

What content is featured in your newsletter?

In our newsletter you will receive all the important information about new products, promotions and much more about alpaca and alpaca wool.

How do I unsubscribe from the newsletter?

You can unsubscribe from our newsletter at any time. To do this, simply click on the unsubscribe link at the end of our newsletter.

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Questions? We're here for you!

You are welcome to contact us by email or telephone:

Email: hallo@alpaka-store.de

Tel.: 07032 / 35 96 747