ALPAKA レビュー 100

ALPAKA からの回答

2025年11月24日

Hi Dave,

Thank you for taking the time to share your feedback, we’re truly sorry to hear about your experience.

Our standard delivery timeframe is 8–15 business days for US shipments, and during peak seasons such as Black Friday, processing and transit times can extend slightly due to the high volume of orders being fulfilled worldwide. While this delay is not ideal, it is expected during these periods, and we completely understand how frustrating it can feel.

Regarding product usability, we appreciate your comments and take them seriously. Our design team is constantly refining and improving our gear based on customer feedback, and insights like yours help us continue to evolve.

Thank you again for your patience and for giving our products a try. If you would like assistance with your order or have specific concerns about the items you received, please reach out to us directly, we’re here to help and want to make things right.

Warm regards,
The ALPAKA Team

ALPAKA からの回答

2025年11月24日

Hi Philip,

Thank you so much for sharing your experience!

We’re really glad to hear that you received your missing wrist strap quickly and that everything arrived smoothly in Sweden. Our team works hard to resolve any issues as fast as possible, and it’s great to know you’re happy with the service.

If you ever need anything else, we’re always here to help. Enjoy your Flight Pouch! 🙌✨

ALPAKA からの回答

2025年11月6日

Hi there,

Thank you for your review. For clarity, our return policy - which is publicly available on our website, clearly states that **all returns must be sent to our Australia return center**, regardless of where the order was originally shipped from.

In this case, the wallet was returned without tracking, which means we had no way to verify delivery. Without tracking confirmation, we cannot issue a refund, as this requirement protects both our customers and our team from unverified or lost returns. **Once we receive the returned item, we will proceed with the refund.**

We understand this situation was frustrating, but our process was followed exactly as outlined in our policy. If you have any further questions, we’re here to help.

Warm regards,
ALPAKA Customer Service

ALPAKA からの回答

2025年11月6日

Hi Scott,

Thank you for sharing your feedback, and we’re sorry to hear about your experience.

To clarify, we have **refunded you the full product price** for your 8L Packing Cube. The remaining amount you’re referring to is related to **taxes paid directly to the UK government (HMRC)** at checkout. These taxes are not collected or retained by ALPAKA, so we are unable to refund them once they have been remitted.

We understand this situation has been frustrating, especially with the lengthy email thread, and we sincerely apologize for the inconvenience. Your experience is important to us, and we appreciate your patience while we worked to resolve it.

If there’s anything more we can assist with, please feel free to reach out — we’re here to help.

Warm regards,
ALPAKA

ALPAKA からの回答

2025年10月20日 に更新

Hi Jim,

We’re sorry to hear about your experience. Upon checking, our team has responded to each of your emails and was awaiting your reply.

Your warranty claim has already been resolved, a gift card was issued and successfully received on your end.

We truly appreciate your patience throughout the process and hope this helps clarify the situation.

We kindly ask that you update your review to reflect this resolution.

– The ALPAKA Team

ALPAKA からの回答

2025年10月9日

Hi Simon,

Your package was seized by USPS under their counterfeit postage regulation, an action entirely beyond our control. We have resolved this issue directly and reshipped your Japan Limited Edition order at our cost, along with offering a gift card as a goodwill gesture to compensate for the trouble caused. We kindly ask that you update your review to reflect this resolution.

— ALPAKA Management

ALPAKA からの回答

2025年10月9日

Hi Nelly,

Thank you for your feedback. We believe there may have been a mix-up, our brand is ALPAKA, and we do not sell shoes. We focus on bags and everyday carry gear.

Kindly double-check the brand you purchased from, as this review may be intended for a different company.

Thank you and take care!
– The ALPAKA Team

ALPAKA からの回答

2025年10月2日

Hi Jamie, we’re really sorry to hear about your experience. 🙏 We’ve already escalated this issue to our shipping team and will continue the conversation with you via email to get this resolved as quickly as possible.

ALPAKA からの回答

2025年9月13日

Hi Ben,

We’re sorry to hear about your experience. For transparency, our return policy does clearly state that returns are processed through our center in Australia.
We understand that international returns can feel inconvenient, and we’ll continue working on ways to make the process easier for our UK customers.

Best regards,
The ALPAKA Team

ALPAKA からの回答

2025年9月5日

Hi Vetsou,

Thank you so much for your kind words! 🌟 We’re thrilled to hear you’re happy with the quality and value of our products, and even more so that your order arrived much earlier than expected.

We understand that customs fees can be frustrating, and we truly appreciate your patience and understanding on that part. Your feedback means a lot, and we’re grateful for your support!

Warm regards,
The Alpaka Team

ALPAKA からの回答

2025年8月14日

Hi Andrew,

Thanks for your feedback, and we’re sorry your experience wasn’t as smooth as we’d like it to be.

For transparency, our return policy does state that our return centre is in Australia and that return shipping is at the customer’s expense. This information, along with the estimated delivery timeframe, is shown both on our website and again in your order confirmation before purchase.

We completely understand that international returns can be inconvenient, and we’re always looking for ways to make the process easier for our UK customers. Your feedback helps us improve, and we appreciate you taking the time to share it.

ALPAKA からの回答

2025年7月30日 に更新

Hi Loreto,

Thank you for sharing your feedback, and we’re genuinely sorry to hear that the Elements Tote Medium didn’t meet your expectations.

As mentioned in our previous email, we had offered assistance and a resolution, but understand that you had already given the item away. While we always strive to make things right, we do require confirmation of your details and photos in order to proceed with any support.

For future reference, if you're not completely satisfied with your purchase, we offer a 45-day return or exchange window from the date of fulfillment for a full refund of the product price.

If you would still like to resolve this, feel free to reply to our previous email — we’ll be happy to assist you further.

Warm regards,
Team ALPAKA

ALPAKA からの回答

2025年7月30日

Hi Paolo,

Thank you for your feedback. We’re sorry for any confusion caused.

To clarify, the product listing does mention under the **Key Features** section that the **loop panel secures a hook-and-loop patch (patch not included)**.
We include this information to ensure transparency about what is and isn’t included in the purchase.

We appreciate your support and take your feedback on board as we continue to improve both our products and communication.

Best regards,
Team ALPAKA

ALPAKA からの回答

2025年7月23日

Hi Goofiegoob,

Thank you so much for taking the time to share your experience—we truly appreciate it!

We're so glad to hear that your Elements Tech Case Mini arrived on time and lived up to your expectations in both quality and design. It’s great to know the materials, functionality, and added straps made a positive impression.

We understand how concerning it can be to see mixed reviews, so your thoughtful and honest feedback means a lot to us and the community. Thanks again for giving us a chance—we’re thrilled to have you as a happy customer and look forward to welcoming you back in the future!

Warm regards,
The ALPAKA Team

ALPAKA からの回答

2025年6月24日

Hi Stephanie,

Thank you so much for your kind words and for taking the time to share your experience!

We're thrilled to hear that you're happy with your bag and that everything—from product quality to shipping—met your expectations. Your feedback means a lot to us and helps reassure others as well.

If you ever need anything else, feel free to reach out. Thanks again for your support!

ALPAKA からの回答

2025年6月7日

Hi Manish.

Thanks for your feedback, and we're sorry for the frustration.

Please rest assured that ALPAKA complies with all tax laws, and we do not engage in tax fraud. If VAT was charged, it’s because we’re required to collect it based on your country’s regulations.

At the moment, we’re unable to issue formal VAT invoices due to system limitations, but we’re working on improving this. If you need a breakdown of your order with tax details, feel free to reach out to us at hello@alpakagear.com]—we’ll be happy to help.

Thank you again for your feedback.

ALPAKA からの回答

2025年6月7日

Hi Luke,

Thank you for your feedback—though we're sorry to hear your experience didn’t meet expectations.

We understand your frustration regarding the price difference. While we don’t offer price matching with third-party platforms like Amazon, we did offer store credit as a goodwill gesture. We’re sorry this didn’t feel fair from your perspective.

In terms of shipping, our **standard delivery time is 8–15 business days**, and we do our best to meet that window. We understand that waiting can be frustrating and apologize if the transit time felt too long.

We're also sorry to hear the strap didn’t meet your expectations. Your feedback has been noted and passed along to our product team as we continue to improve.

If you're open to it, we’d love the chance to make things right. Please feel free to reach out to us directly at Hello@alpakagear.com.

Thank you again for your honest review.

ALPAKA からの回答

2025年5月27日

Hi Christian Hansen,

Thanks so much for the great feedback! We're glad you love the sling bag and Zip Pouch Pro – especially the magnetic click system. It means a lot to hear you've had a positive experience, even with the longer shipping to Denmark.

We truly appreciate your support!

ALPAKA からの回答

2025年5月14日

Hi Gerald,

Thank you so much for your thoughtful review! We truly appreciate your feedback. We’re glad to hear you’re happy with the quality of the materials and that the capacity is perfect for daily use. We also understand the shipping time and appreciate your understanding, given the delivery location.

We’ll definitely take note of your comment about the dimensions in photos, and we’re grateful for your recommendation. Thanks again for your support! We hope you continue to enjoy your ALPAKA gear. 😊

ALPAKA からの回答

2025年5月13日 に更新

Hey Matt – definitely not the experience we want you to have, and we hear your frustration loud and clear.

Please reach out to us at [hello@alpakagear.com]
with your order number, and we’ll look into this right away.
We’re here to sort it out and make sure your gear makes it out of the "ALPAKA dimension" and into your hands ASAP.

Appreciate your patience, and looking forward to fixing this for you.