Return & Exchange Policy
We want you to love your purchase. If you’re not completely satisfied with your Raíz Alpaca throw or textile product, our concierge team is here to help.
Eligibility for Returns & Exchanges
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Timeframe: Returns or exchanges for undamaged items must be requested within 10 days of the delivery date.
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Condition: Items must be unused, unwashed, and in original condition with tags and packaging intact.
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Proof of Purchase: A receipt or order confirmation is required.
Non-Returnable Items
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Items marked as final sale.
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Custom or personalized products.
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Products showing signs of wear, damage, or alteration.
How to Initiate a Return or Exchange
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Contact Us at concierge@raizalpaca.com with your order number and reason for return or exchange.
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We’ll provide a return authorization, prepaid return label ($20 return fee applied to total amount returned) and shipping instructions. Return fee will not apply if the item is defective or we made an error.
Refunds
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Refunds will be issued to your original payment method within 7–10 business days of receiving the returned item.
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Shipping fees are non-refundable, unless the return is due to our error.
Exchanges
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We’ll send your replacement item once the original product is received and inspected.
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Exchange shipping costs will be covered on a case-by-case basis (e.g., sizing or style exchange may be customer-paid; defective item exchanges are fully covered).
Damaged or Incorrect Items
If you receive a damaged or incorrect item, please contact us immediately with photos of the issue. We’ll make it right as quickly as possible.
All items are quality checked and packed by our team prior to shipping. In the case your item arrives damaged, we will require photos of the damage within 48 hours of confirmed delivery and a replacement will be shipped out once the damaged item is returned with the return label provided by our concierge. Should you require immediate assistance please email concierge@raizalpaca.com.
