Ordering

• How do I place an order?

To place an order, simply browse our website, specifically in the “Shop” section, and add any product to your cart.

• How can I place a Vicuña order?

Under "Shop", in the Vicuña subsection you may browse our lookbook in “Collections” and contact us directly through the “Special Orders” section for more information and pricing.

• Can I cancel or modify my order once it is placed?

If you would like to modify your order, immediately contact us and we will try our best to accommodate your request.

• I did not receive a confirmation email, what should I do?

Please contact us and we will check to confirm your order.

Shipping & Delivery

• What are your shipping options and delivery times?

Shippings in Switzerland are through Swiss Post and take 2 business days (from Monday to Friday).

• Do you ship internationally?

We are working on it and will soon be ready to ship in Europe. Please contact us for any inquiries.

• How can I track my order?

After your order is complete you will receive a tracking number.

• What if my order arrives damaged or incomplete?

Your satisfaction is our priority. If you receive a damaged piece or incorrect order please contact us immediately.

Product Questions

• What materials are your products made from?

All products are made predominantly made with Alpaca or Vicuña. In each product details you will find the specific composition.

• Are the colors true to the photos on the website?

Yes, however if you have any doubts please feel free to contact us and we will be happy to assist you in your shopping experience.

• How do I care for and clean my Alpaca product?

All Alpaca fibers are soft delicate materials that deserve special care. To keep your piece in pristine condition we recommend:

• Avoiding contact with sharp objects such as jewelry that could cause snags.
• When not in use, storing your piece in a dry place away from sunlight, preferably in its box or cotton cover.
• Airing out occasionally to maintain freshness and avoid harsh chemicals to preserve its original beauty. 
• For washing always professional dry cleaning and ironing at low temperature.

Payments

• What payment methods do you accept?

We accept various payment methods such as Visa, Mastercard, Maestro, American Express, and UnionPay debit and credit cards.

Returns & Exchanges

• How do I request a return or exchange?

You can submit your request through our Contact page.

Promotions & Discounts

• How can I get a discount code?

Sign up to our newsletter and be sure to follow us on social media to stay tuned with all promotions and discount codes.

• Can I apply multiple promo codes to one order?

Promo codes can be applied only one at a time.

• Do you offer student or influencer discounts?

Please contact us if you would like to propose a collaboration.

• Do you offer seasonal or holiday sales?

Yes, make sure to subscribe to our newsletter and follow us on Instagram to be updated on all the latest offers and promotions.

Packaging & Gifting

• Do you offer gift wrapping or special packaging?

Our signature gift wrapping is available for every product at an additional cost.

• Do you include price tags or invoices in gift orders?

The products do not come with a price tag, you will receive your invoice by email.

• Can I add a custom note or message with my order?

Of course! We offer complimentary gift messaging for each product, you may select the option below "Add to Cart".

 Customer Care

• How can I contact customer support?

Please contact us through our and we will do our best to address your concern as promptly as possible.