Frequently Asked Questions
Your shopping experience is important to us. Below are answers to the most common questions to help make your purchase simple and worry-free.
📦 How can I track my order?
Once your order has been shipped, you'll receive a shipping confirmation email with your tracking number. You can use it to monitor your package throughout its journey.
🏠 Can I change my shipping address?
Yes, as long as your order has not yet been processed or shipped. Please contact us as soon as possible. Once an order has been dispatched, we are unable to change the shipping address.
❓ What if I receive the wrong, damaged, or defective item?
If your order arrives damaged, defective, or incorrect, please contact us within 30 days of delivery.
To help us resolve your request quickly, please include:
- Your order number
- The product name
- Clear photos showing the issue
- A brief description of the problem
We'll review your request and work with you to provide the best possible solution.
✏️ Can I modify my order after placing it?
Because we begin processing orders quickly, changes cannot be guaranteed after checkout. If you need assistance, contact us immediately, and we'll do our best to help before your order ships.
🔄 What is your return policy?
To be eligible for a return, items must be:
- In their original condition
- Unused and unwashed
- Returned with original packaging (when applicable)
Please refer to our Return Policy for complete details regarding eligibility and refunds.
🦙 Are your products made from real Baby Alpaca?
Yes. Our products are crafted from 100% authentic Baby Alpaca fiber, carefully selected for its exceptional softness, warmth, breathability, and premium quality. Each piece is handmade in Peru by skilled artisans.
🎁 Are your products handmade?
Yes. Every South Andino product is handcrafted by experienced Peruvian artisans using traditional techniques, making each piece unique.
🚚 Do you offer free shipping?
Yes! We offer FREE Standard Shipping within the United States. Every order also includes tracking so you can follow your package from shipment to delivery.
🎁 Can I send my order as a gift?
Absolutely! Our Baby Alpaca products make thoughtful gifts for birthdays, Christmas, anniversaries, Mother's Day, and other special occasions.
💳 Which payment methods do you accept?
We accept all major credit and debit cards, Shop Pay, PayPal (if enabled), and other secure payment methods available during checkout.
📧 Still need help?
If you couldn't find the answer you're looking for, our support team is happy to assist you. Simply click the button below to contact us, and we'll get back to you as soon as possible.