Returns and Exchanges
How to Return or Exchange
If you find yourself needing to read about our return and exchanges policy, you have probably already purchased one of our products. And for that, we owe you a "thank you" for your support! If for any reason you are unhappy with your purchase, we want to make it right in any way that we can. To begin the process please contact us at info@livingwaterfibersandalpacas.com or (970) 824-6718.
1) Our policy lasts 30 days from the day the item(s) have shipped. If 30 days have gone by since your purchase, unfortunately we can’t offer you a full exchange/refund, but can offer an exchange for store credit.
2) To cancel and order, please contact us as soon as possible. If your item has not yet been shipped, we will immediately issue a refund. If your order has been shipped, we will issue your refund as soon as we receive the items back from you.
3) To be eligible for a return, your item must be unused and in the same condition that you received it. We are unfortunately unable to accept returns of gift cards.
4) To complete your return, we require a receipt or proof of purchase.
Issuing Refunds
Before sending any items to be returned/exchanged, please contact us first. Once we have received and inspected the items, we will send you an email to notify you. Your refund or exchange will be processed, and a credit will automatically be applied to your credit card or original method of payment. Please allow up to 3 weeks from the time you send your item back to us for the refund to show in your bank or original method of payment.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please don't hesitate to contact us at info@livingwaterfibersandalpacas.com.
Sale Items and Custom Orders
Only regular priced items may be refunded, unfortunately sale items cannot be refunded. Additionally, due to the nature of custom designed items, we can not offer a refund or exchange of custom work. We will work with you extensively during the design process to insure the item you order is exactly what you would like. A final notice will be sent before production of the item begins. You may cancel your order at any time up to that point.
Exchanges
We can only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@livingwaterfibersandalpacas.com
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.
Shipping Your Return
You will be responsible for paying for your own shipping costs for returning your item, unless the reason for the return is a result of our error (i.e. the item is damaged or defective, or the incorrect item is sent). Shipping costs are non-refundable.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary. Please allow up to 3 weeks to receive your replacement items, although most instances the time is much less.
If you are shipping an item over $75, please consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.