Returns & Refund Policy
We stand behind the quality of our alpaca socks and want you to feel confident in every purchase. Please read this policy carefully before placing your order.
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30-day return window
You may request a return within 30 days of receiving your order.
To be eligible, items must be unused, unworn, and in their original packaging. Returns requested after the 30-day window will not be accepted.
02
Non-returnable items
Due to the nature of our products, we are unable to accept returns on any socks that have been worn, washed, or used in any way.
Hygiene policy — no exceptions
For health and hygiene reasons, worn or washed socks cannot be returned or refunded under any circumstances. This applies regardless of the reason for return. Items showing signs of wear, washing, or use will be automatically rejected upon inspection and returned to the sender.
Please ensure items are in their original, unworn condition before initiating a return request.
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Inspection notice
All returned items are physically inspected by our team before any refund is processed. Please review the criteria below before sending your return.
Items are inspected for the following
- Signs of wear, use, or washing
- Presence of original tags and packaging
- Odours, stains, or physical alterations
- Match between item received and item returned
Items that fail inspection will not be refunded and will be returned to the sender. We reserve the right to document and photograph rejected returns.
04
Customer responsibility
If you ordered the wrong size, style, or variation, returns are accepted within the 30-day window — however, return shipping costs are the customer's responsibility.
Before submitting a return, please confirm your item meets all of the following:
- Item has never been worn or tried on
- Item has never been washed or exposed to water
- All original tags are still attached
- Item is in its original packaging
- Return is requested within 30 days of delivery
05
Damaged or defective items
If your order arrives damaged, defective, or incorrect (wrong item sent), we will cover the return shipping cost and offer you a free replacement or full refund — whichever you prefer.
Please contact us within 14 days of delivery with your order number and clear photo evidence of the issue.
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How to request a return
To initiate a return, use our return request form or email support@alpacore.co with:
— Your order number
— Reason for return
— Photo evidence (if applicable)
Our team will respond within 1–2 business days with return instructions and, where applicable, a prepaid shipping label.
07
Refund process
Once your return is received and inspected, we will notify you of approval or rejection by email.
If approved, your refund will be processed to your original payment method within 5–10 business days, depending on your bank or card provider.
08
Late or missing refunds
If you have not received your refund after the stated timeframe, please first check with your bank or card issuer, as processing times vary.
If the issue persists, contact us at support@alpacore.co and we will investigate promptly.
09
Order cancellations
Orders can be cancelled within 24 hours of purchase. After this window, the order may already be in processing or dispatched and can no longer be cancelled.
To cancel, contact us immediately at support@alpacore.co with your order number.
10
Exchanges
We do not offer direct exchanges at this time.
If you wish to change your item, please return the original (if eligible under this policy) and place a new order for the desired item.
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Refused deliveries
If a package is refused at delivery or returned to us due to an incorrect address, failed delivery attempts, or non-collection, original shipping fees are non-refundable.
Additional shipping charges may apply for reshipment. Please ensure your delivery address is accurate before placing your order.
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Frequently asked questions
Can I return socks I have already worn?
No. For hygiene reasons, we cannot accept returns on any socks that have been worn, washed, or used. This is a strict policy with no exceptions.
What if I just tried them on briefly?
Unfortunately, any form of wear — even briefly — disqualifies the item from return. Please do not try on socks if you are unsure whether you wish to keep them.
What if I simply don't like the product?
If the item is unworn and in original packaging, you may return it within 30 days. Return shipping costs will be your responsibility in this case.
I received the wrong item — what do I do?
Contact us at support@alpacore.co within 14 days with your order number and a photo. We will send the correct item and cover all return shipping costs.
How long does a refund take?
Once your return passes inspection, refunds are processed within 5–10 business days to your original payment method.
My return was rejected — why?
Returns are rejected if items show signs of wear, washing, or do not match the original product. We will notify you by email and return the item to you.
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Contact us
For any questions about returns or refunds, please reach our support team at support@alpacore.co.
We aim to respond to all enquiries within 1–2 business days.