Shipping and returns
What shipping options do you offer?
US:
We offer free fully tracked expedited shipping via DHL/UPS on all orders to all US states. You usually should expect delivery within 3-5 business days after dispatch.
International:
We ship worldwide to most countries. We provide fully tracked expedited service via DHL. Shipping times (usually within 3-10 business days) and rates vary and will display at checkout. VAT/Customs fees may apply for certain countries.
What is your handling time?
We usually ship your order within one business day after receiving cleared payment.
What is your return policy?
We’re happy to offer a 30 day return policy/satisfaction guarantee. If, for whatever reason you aren’t happy, we’re happy to exchange or refund your purchase. Please ship back your unused items in the original packaging.
To return an item, please email info@ecualama.com with your order number and what items you’re returning.
Unfortunately, we cannot cover return shipping fees.
Products
How do I wash my blanket or poncho?
Handwash
Wash your garment with cold water, to avoid damage, use a mild soap. Wash the garment without rubbing to remove any dirt. If you want to keep the color and quality of your garment, avoid both the use of the washer and any bleach products. Although you may use delicate/wool regime of your washing machine.
Drying
To avoid deforming, crumpling, or wrinkling your garment, never kink or squeeze. It’s suggested not to use the clothes dryer, keep from direct sunlight, and dry in the shade to preserve the original color. Spread on a flat surface and hang it on a hanger in order to preserve its original form.
Ironing
Alpaca wool is a very sensitive fiber and ironing should be avoided. If necessary, use a towel over the garment to iron at low temperature. It's suggested to use clothes steamer.
Where are your products made?
Buying our beautiful products you support fair trade with local artisans here in Ecuador, South America.
Our aim is to help the local community to spread their products all over the world.
What is your Alpaca wool blend?
Our Alpaca products are made of a blend of natural alpaca and synthetic fibers for a very good reason. 100% Alpaca products would not be machine washable or keep their shape. We want your products to be machine washable and look great after long time use. In order for our wonderfully soft and strong Alpaca products to be durable as well as comfortable, our alpaca fiber is blended with acrylic fibers (20%). The majority fiber in our products is always Alpaca! By law, we could not call them Alpaca products unless they contained more Alpaca Fiber than anything else. However, adding a small percentage of other fibers makes Alpaca products strong and long lasting.
Alpaca products do not shrink in the wash. Through extensive study and experimentation, we have determined our current fiber blend is ideal for Alpaca products. A lot of thought has gone into creating the best alpaca products for you!
In addition, 100% Alpaca products would shrink, pill, wear through and waste your hard earned money. Our Alpaca products has created soft, comfy products that will last a long time. We blend our products to ultimately save you money. Alpaca products will make you happy through all seasons!
General
Contacts
Have a question? Shoot us an email. We are here to help!
info@ecualama.com
Do you offer wholesale?
We offer wholesale all over the world. If you are interested in becoming a retailer, please visit our wholesale page here to learn more and fill out the form to get more information.
Do you offer bulk orders for corporate gifting?
Yes, we provide discounts for bulk orders!
Please contact wholesale@ecualama.com and tell us what you are looking for!
Is your service affected by Coronavirus (COVID-19) Pandemic Situation?
We are happy to confirm that our services are fully operational and our shipping partners do a great job delivering all the orders worldwide in a timely manner.
We have added extra safety precautions for our team. We advise you to wash your hands after receiving any package.
WHO advises that the “likelihood of an infected person contaminating commercial goods is low and the risk of catching the virus that causes COVID-19 from a package that has been moved, travelled, and exposed to different conditions and temperature is also low.”