Policy

DELIVERY POLICY

 

SHIPPING WITHIN AUSTRALIA

Delivery charges: In Australia & Los Andes Connection, we give you the best conditions in terms of delivery services by working with Australia Post. Rates will vary according to the value of your purchase and will be explicitly indicated at check out.

How long: Shipping times vary between  5 business days*. Orders are usually processed within 2 business days*, and items usually arrive within 5 business days once shipped.

 Customs, Duties and Taxes

​ All orders that are shipped in Australia is Free, only when the purchase is $180 or over.

​​In this case, please contact our customer service at losandesalpaca@hotmail.com 

​ International Postage :

​We have a standard rate of AUD $50 per order, however you will only be charged actual freight costs.  If actual freight costs are less than AUD $50 we will process actual amount (or refund PayPal if that was method of payment), if actual freight cost is above AUD $50 we will contact you before proceeding with your order.

Taxes:

​All prices include GST.

​For more information about customs procedures that might cause delivery delays, please contact your local customs Adelaide shop.

 .​

REFUND POLICY

RETURNS & EXCHANGES

​If need be, you may return any AUSTRALIA & LOS ANDES CONNECTION products with their respective hangtags, labels and packaging in their original, unused condition for a full refund of the merchandise value. We will gladly accept your return within 15 days of arrival at the destination specified in the order. Purchases made with a debit or credit card will be refunded back to the card.

 ​The return request must meet losandesconnection.com.au's requirements in order to receive approval for the return of the product. Once approved, the refund process generally takes 7 to 10 business days* once the returned item has been received and fulfil the conditions of the preceding paragraph. 

​To accept the return of an item, we need the following information:

  1. Invoice number
  2. Date of purchase
  3. The reason you wish to return/exchange the product.
  4. Item specifications for the product you would like instead, if applicable.

​​RETURN EXCEPTIONS

Australia & Los Andes Connection does not accept customized or personalized products. Customized products are ONLY REFUNDABLE in case of manufacturing or material defects, in which case you may contact customer service via phone or email for assistance. 

EXCHANGING ITEMS

​To exchange a product for another, please follow the steps below:

​Send an email to losandesalpaca@hotmail.com and we will contact you within two business days to enquire about the reasons you have to exchange the products. We will then evaluate the reasons for exchanging the products.​

 The shipping costs for exchanging merchandise will be assumed by the customer.

Conditions for exchanges and returns: Each product has its own measures and sizes, and it is the responsibility of the client to choose the product carefully after taking their measures and sizes.

​It is valid to return the products, although the shipping costs and other expenses are the sole responsibility of the client and will be deducted from the refunds.

​The exchange of products is acceptable, but all shipping costs (the delivering and the returning of the item) are responsibility of the client and must be paid in advance in order to proceed with the exchange of the products.

​There is a rigorous quality control procedure for each order, which ensures there are no flaws on the products before we put them into packages and send them to our clients, so if there is any complaint about any imperfection or flaws on the products they will be subjected to a review and evaluation.

​*Please remember that order are shipped from Australia. The term “working, or business days” considers Australian public holidays

PRIVACY POLICY

This privacy policy sets out how we uses and protects any information that you give us when you use this website.

We are committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified when using this website, then you can be assured that it will only be used in accordance with this privacy statement.

We may change this policy from time to time by updating this page. You should check this page from time to time to ensure that you are happy with any changes.

Security

​We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.

​​​Controlling your personal information

​You may choose to restrict the collection or use of your personal information in the following ways:

​whenever you are asked to fill in a form on the website, look for the box that you can click to indicate that you do not want the information to be used by anybody for direct marketing purposes

  • if you have previously agreed to us using your personal information for direct marketing purposes, you may change your mind at any time by writing to or emailing us.
  • Now You can buy using Zip.

​​

PRODUCT CARE

Alpaca fibres are naturally stain, odour and wrinkle resistant. Because of this, alpaca garments can go extended periods between cleanings. When you do need to clean your garment, here are a few suggestions for taking care of your garment.

 Read the care instructions on the garment first..

Cleaning Woven garments (including jackets, coats, throws & some accessories)

For all of our alpaca coats, jackets and throws, we recommend cleaning by a reputable dry cleaner. Take with you any labels or swing tags that contain fibre information or care instructions. Inform the cleaner of any spots or stains; they will want to treat some stains before the dry cleaning process. We recommend that you request the cleaner to use fresh or filtered solvent, and a dry cleaning process that does not involve tumbling of the garment and uses low heat (140°F / 60°C max) drying.

Cleaning Knitwear (including sweaters, cardigans, and some accessories)

Hand washing is the best method for cleaning Alpaca knitwear. It adds years to the life of your garment. However, not all of us have the time or patience to hand wash our clothes. In this case, we strongly encourage you to find a reputable dry cleaner close by (see above). If you want your garment to last, please do not machine wash. If you do elect to hand wash your alpaca knitwear, our suggestions are as follows:

​Wash in cool water (29°C max) with a Woolwash or a mild shampoo. Rinse thoroughly in same temperature water - alpaca fibre is susceptible to thermal shock.

​Do not wring or twist. Alpaca fibre is at its most fragile while wet, and the main cause of shrinkage or felting is temperature change and agitation while wet, so treat your garment lovingly.

•Carefully support the wet garment while laying it on top of a dry towel. Push the water from the garment (don’t wring or twist) by rolling up the towel and squeezing the water into the towel. If there is a lot of water, you may need to replace the towel and repeat. •

Reshape to original dimensions while drying. Smooth by hand while wet to remove wrinkles and straighten the seams and facings. •

Air-dry the garment on top of a dry towel, laid on a flat surface that is not in direct sunlight. •

​Touch up with a cool iron (lowest temperature setting) as needed. Never place Alpaca knitwear on a hanger; the garment can stretch out of shape. The best way to put away your garment is to lay it flat on a shelf or in a drawer.

Cleaning Socks

​Our socks are machine washable in cold water (although they will last longer if hand washed). We suggest they be placed in a pillowcase or a laundry bag and left to air dry. Do not tumble dry.

Storing your apparel and accessories

Make sure your alpaca products are clean and dry before you put them away for long-term storage (the dirtier the fibres are, the more little critters, like moths, enjoy them). Store your garments in a light airy place where there is lots of fresh air and movement. You can store your garments in a cedar chest but not in vacuum, plastic or airtight bags nor in containers. When stored in plastic all natural fibres sweat and rapidly deteriorate, they need circulating air to avoid mould formation; furthermore, a moth’s preferred habitat is a dark undisturbed place. When folding, place tissue paper between folds to prevent wrinkling. We also suggest storing alongside a natural deterrent like cedar chips, lavender, smelly soaps or even, as last resort, mothballs.