Shipping & Returns
What shipping options do you offer?
United States
We offer fully tracked expedited shipping via DHL, UPS, or FedEx.
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Delivery: 3–5 business days after dispatch (estimated)
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Shipping fees:
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Under $50: $50
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$50–$300: $25
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$300+: Free shipping
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Please note:
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We do not ship to PO Box / APO / FPO addresses
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A contact phone number is required for delivery
International
We ship worldwide to most countries using DHL, UPS, or FedEx.
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Delivery: typically 3–10 business days (estimated)
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Shipping rates are calculated at checkout
Important:
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Duties, VAT, and import taxes may apply depending on your country
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Delivery times are estimates and may vary due to customs processing
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We currently do not ship to certain destinations (including UK website orders, Germany, Brazil, South Africa, Nicaragua)
What is your handling time?
Orders are typically dispatched within 1 business day after cleared payment.
What is your return policy?
We offer a 30-day return policy for most new and unused items.
To be eligible:
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Item must be unused and in original packaging
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Return must be requested within 30 days of delivery
How to start a return:
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Email info@ecualama.com with your order number
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Wait for return approval and instructions
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Ship the item to our Ecuador return hub
Please note:
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Return shipping costs are the customer’s responsibility
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Original shipping fees are non-refundable (unless item is defective or incorrect)
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Some items (e.g., final sale or bundle promotions) may not be eligible for return
Products
How do I wash my blanket or poncho?
Washing
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Cold water only
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Mild detergent
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Gentle wash (handwash preferred or wool/delicate cycle)
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Do not use bleach
Drying
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Do not twist or wring
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Lay flat or hang with support
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Avoid direct sunlight
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Do not tumble dry
Ironing
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Avoid if possible
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If needed, use low heat with a protective cloth or a steamer
Where are your products made?
All our products are handcrafted in Ecuador.
By purchasing from us, you support fair trade with local artisans in Otavalo, helping preserve traditional craftsmanship and support local communities.
What is your alpaca wool blend?
Our alpaca products are made using a blend of natural alpaca fiber with approximately 20% acrylic.
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Alpaca is the majority fiber
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The blend improves durability and shape retention
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Helps products stay soft and practical for everyday use
General
How can I contact you?
Email: info@ecualama.com
Do you offer wholesale?
Yes, we work with retailers worldwide.
Contact: wholesale@ecualama.com
Do you offer bulk orders or corporate gifting?
Yes, we provide discounts for bulk and corporate orders.
Contact: wholesale@ecualama.com