Terms and conditions
These terms and conditions (“Terms”) govern the use of the Alpa online store and all orders placed through it. By using the online store you accept these Terms and agree to follow them.
General
The following conditions apply to sales to consumers ("the customer", "you", "your") of goods and services on alpaknitwear.com (hereinafter the "website") offered by AlpaFinlandia Oy, Tervalankatu 10, 40500 Jyväskylä, VAT number FI24723000 (hereinafter "Alpa", "we" and "our"). Our terms of purchase constitute the entire agreement between the parties (customer & Alpa). No change to these terms of purchase is valid unless the change is in written form and has been signed by both parties.
By placing an order on the website or accepting delivery of one of our products, you accept these terms of purchase. AlpaFinlandia Oy sells products to private individuals over the age of 18 in EU and non-EU countries. We reserve the right to change prices, delivery fees and conditions and to correct errors in stock balances.
Our contact information:
Email: info@alpaknitwear.com
AlpaFinlandia Oy
Tervalankatu 10
40500 Jyväskylä
Finland
Business ID 2472300-0
Order, prices and payment
All prices on the website are stated in EUR and include VAT if you are ordering inside EU.
For orders to the EU, Norway, the United States and the United Kingdom, prices include all taxes and duties, and there is nothing extra to pay on delivery. For orders to other countries outside the EU, prices are shown without Finnish VAT, and your country may charge local VAT, import taxes or duties on delivery. See our shipping policy for details by country.
A shipping fee may apply but is reported before completing the order. An order is made securely on our website and becomes binding when the last step at checkout (payment) has been completed. Shortly after your order has been completed, you will receive an order confirmation via email, which constitutes a receipt for the purchase.
You pay easily and securely with payment options provided by Stripe and PayPal.
Delivery
The delivery is performed by GLS, PostNord, Posti, UPS and DHL. Delivery cost may be added, which is presented before the order is carried out at checkout. For purchases over EUR 200, no shipping cost will be added when you choose standard shipping (GLS).
When the order is sent from our warehouse, you will receive an email with tracking information. Delivery times depend on your delivery country and shipping method. You can find them in our shipping policy. The delivery of the order must take place without unnecessary delays unless otherwise expressly agreed. If a delivery delay arises that is of significant importance to you as a customer, you have the right to terminate the agreement free of charge. In the event of a delay beyond our control, Alpa cannot be held liable for it or be liable for damages or compensation, unless specifically agreed between the parties or as a provision of mandatory law.
We are responsible for your order until you have physically received it. If you can see visible transport damage to packaging or product at the time of delivery, or if the delivery does not match the information in your order confirmation, please notify us by email as soon as possible. In such an event, we investigate the situation in more detail and in the event of incorrect delivery, we make sure to send the right product or refund the amount, depending on what is agreed and possible. In the event of an incorrect or damaged delivery, the customer does not pay for return shipping or for the delivery of replacement goods.
Right of withdrawal, return & change
See our shipping and returns policy for detailed information.
We offer a 30-day right of withdrawal when purchasing on the website. The right of withdrawal period begins to count from the day you have physically received your order. In the case of divided delivery, your right of withdrawal applies from the day you have received the last part of your order. If you regret your purchase, you can either send the order back within the right of withdrawal period or notify us in writing that you want to use the right of withdrawal.
Extended return period: orders placed from 6 November 2026 onwards can be returned until 10 January 2027. This is a voluntary extension and does not affect your statutory 30-day right of withdrawal.
To use your right of withdrawal, you can return your order with a filled return form. Contact our customer service. Returns are free of charge. For orders delivered within the EU, we also cover the return shipping and provide a prepaid GLS return label. For orders delivered outside the EU, you arrange and pay for the return shipment yourself (see our shipping and returns policy). If you do not have the return form, you can write a custom note with order details (including orderer's name, order number and the items you want to return) and attach it with your return.
Contact Alpa's customer service and request a return arrangement.
In order for a return to be valid and refundable, the product must be in new condition and in original packaging. Products returned with the scent of perfume, wear, discoloration, etc. are non-refundable.
All products are covered by the refund guarantee.
Sometimes we may have a campaign in which customer may receive some "for good measure / extra" products with the purchase. If you return completely or partially return an order with which you have received a "for good measure / extra" product, we will deduct the price of the kept "for good measure / extra" products if the order after return no longer meets the criteria for receiving it. You may also voluntarily keep the "for good measure / extra" product, but we will deduct the price of it from refund.
The refund of approved returns is made via the same payment method used when paying for the purchase, unless otherwise specifically agreed. If you have returned your entire order, we will refund, in addition to the value of the products, also the shipping cost to the cheapest available shipping method at the time of ordering. If you have chosen a different shipping method than the cheapest one offered, the difference will not be refunded.
If a delivery is not picked up, it will be returned to us automatically. In the event of an automatic return, the customer is refunded for the entire order, excluding the delivery cost.
If you wish to exchange your item for another, you have the opportunity to do so within 30 days of receiving your order. To make a change, fill out the exchange/return form included in original order shipment and specify which product you want to change to. Within the EU, we cover the shipping costs of one exchange per order.
Right of complaint
When you shop at alpaknitwear.com, you have a 3-year right to make a complaint. If you want to complain about an item, please contact our customer service by email (info@alpaknitwear.com) and state the order number and reason for the complaint. In the event of an approved complaint, you can either have the product repaired or replaced, the money back or a price reduction, depending on the specific situation. In order for a complaint to be approved, it must be justified and the error must not have arisen as a result of incorrect use, normal wear and tear or other harmful treatment. You must complain within a reasonable time after you have discovered the defect in the product. If you complain within two months after the error was discovered, the complaint is always made within a reasonable time.
In the event of an approved complaint, you may need to return the item in question. In that case, we will arrange a free return for you.
Privacy and use of customer information
We protect your privacy when processing your personal data. You can read our complete privacy policy here.
Changes in terms
We may change these Terms without notice. Any changes apply to all orders placed after the change.
Alpaca wool and products
Compared to lambswool, alpaca is smoother and softer to skin. Silk-alpaca and 100 % baby alpaca products are generally softer than products made of 100 % fine special alpaca.
Machine-made garments initially feel a little more rough compared to hand-knitted products. In our products we opt for densely knitted garments to ensure longevity and durability to our knitwear, which may make the garment feel a little coarse in the beginning. The feel of the knitwear will soften significantly after it has been worn a couple of times. The garment will adjust to the shape of your body.
You can speed up the softening by steaming or brushing the sweater. Wearing an undershirt in the beginning may help as well.
Delivery
You can see the tracking information in the email we sent you.
If you haven't got an email with tracking information, please contact us here!
Returns and exchanges
Extended returns till 10 January. Outside the extension, we offer 30 days right of return to all purchases. Send the product back to us and we will issue full refund to the payment method you used.
For exchange, return your purchase and make a new order.
If the product is faulty or does not match the description, we will refund the cost of return.
You can find the country specific return instructions here.
Washing & care instructions
If the knit garment doesn't freshen up by hanging it outside to air, and/or local stain removal does not help, it is time to wash it by hand:
- Pour cool or cold water (about 20 ° C) into a sink.
- Mix a small amount of soap suitable for wool fibers (e.g. white Marseille soap) with the water.
- Squeeze the product gently, allowing the water to pass through the knit.Avoid rubbing.Avoid wringing.
- Change the water – make sure the temperature remains the same – and rinse the product by squeezing it carefully in the fresh water.
- Drain the water and place the product on a towel. Roll the product inside the towel. For faster drying you can press the roll to get excess water off the product.
- Finally, shape the knit and dry it on a flat surface at room temperature – to avoid stretching, do not hang!
In order to keep your valuable alpaca garment in good condition and looking beautiful for years to come, hang it outside to air regularly, gently remove small stains, and wash the garment only when needed following the washing instructions.
All wool products pill to some extent, but alpaca wool generally has the best pilling resistance compared to other wool types, thanks to its special fibre.
Alpaca wool fibres are very long, which means that fewer individual fibres rise from the surface of the knit. Because of that, bundles are not formed as easily as with shorter fibre materials.
The surface of the alpaca wool fibre is also very smooth and less scaly than the fibres in other wool types, which means that the fibres do not stick to each other easily. That's why the alpaca knits tend to look very good and sharp even after a lot of use.
The more tightly knitted the product, the better it will last without pilling. We put focus on the knitting density and knitting structures to ensure long lasting products.
The darkest gray and black coloured knits are slightly less resistant to pilling due to the longer dyeing time of the yarn. However, you can keep the product looking good with some maintenance e.g. with knitwear brush and pill trimming. All the other excellent qualities of alpaca wool still remain in these garments.
Design
- Generally, we recommend the size you normally wear.
- You will find a size chart and the exact measurements of the product by scrolling down on the product page and clicking "Size & Fit". To help with finding the right size, measure a well-fitting piece of clothing of your own and compare the measurements to our size chart.
- You can also use our Fitle size-finder which will recommend you the best size with a couple of questions. In Fitle you can also find sizing chart according to body measurements.
Manufacturing
We have searched and found the best and the most experienced professionals to produce our products. Our knitted cardigans, sweaters and dresses are produced in Lithuania. The beanies are made in Finland. Our scarves are made by our yarn supplier in Peru, with whom we have worked since the very beginning of Alpa's journey in 2012.
The high-quality Marseille soap comes from France and our brushes are made in Germany.
Our knitwear garments are manufactured by two different factories in Lithuania, which is a low-risk country for production. This means that the laws of the country protect the rights of the workers. The knitting factories are known for taking care of their employees and one of the companies has received awards for investing in the well-being of their employees and for knitting innovations.
Our beanies are made in Finland. Our scarves are made by our yarn supplier in Peru, with whom we have worked since the very beginning of Alpa's journey in 2012. The local laws and regulations both in the EU and in Peru guarantee that the human rights of the employees and proper salaries are secured.
You can learn more about the production here.
You can find our full supplier list here.
Responsibility
Our yarn supplier is committed to responsible business and participates in charitable programs. We have made several visits to our yarn supplier in Peru.
Alpacas are grazing mostly free in the mountains. As alpaca is a very important and respected national animal for Peruvians, they are treated with respect. Alpacas are sheared yearly and it is an important part of their care.
Alpaca wool is always mulesing free.
You can learn more about our sustainability here.