FAQs: Products, Delivery & Payments
Do I have to create a user account and login to place my order?
It is not mandatory to create a user account or to login in order to finish your purchase. You can place your order for any of our products only by selecting your payment option and by providing us with your name, last name, address, and phone number.
I am trying to login but I don’t remember my password. What should I do to recover it?
At the login page, below the username and password fields, you will find a button that says ‘I forgot my password’
Click on it, confirm your username (usually is an email address) and you will receive your password by email.
How do I know if a product is still available?
If a product is not available you will see the ‘no available’ sign. Otherwise, the product is in stock.
All of your products are made with natural raw materials?
Yes, all of our products are made with 65% llama wool, and 35% sheep wool.
What are the dimensions and weight of each of your products?
Each of our products have a standard size with the following dimensions depending on the product:
Scarves. 9.8” x 78.7” (25 cm x 200 cm) approx. plus fringes.
Shawls. 19.6” x 78.7” (50 cm x 200 cm) approx. plus fringes.
Large Shawls. 27.5” x 78.7” (70 cm x 200 cm) approx. plus fringes.
Ruana. 51” x 59” (130 cm x 150 cm) plus fringes.
Bed Scarves. 27.5” x 78.7” (70 cm x 200 cm) plus fringes
Throws. 59” x 59” (150 cm x 150 cm) plus fringes
Blankets. 59” x 79” (150 cm x 200 cm) plus fringes
Scarves. 0.5 lb (0.26 kg) approx.
Shawls. 1 lb (0.49 kg) approx.
Large Shawls. 1.4 lb (0.67 kg) approx.
Ruana. 2.1 lb (0.97 kg) approx.
Bed Scarves. 1.4 lb (0.67 kg) approx.
Throws. 2.6 lb (1.19 kg) approx.
Blankets. 3 lb (1.47 kg) approx.
Shipping and Returns
How do I know if my order was processed?
You will receive a confirmation email with your order informations and your delivery contact information
How do I know the status of my order?
You will be notified once your order has shipped from our warehouse and you will receive a tracking number.
You will be notified once your package has been delivered.
How long will it take for my order to arrive?
Our average delivery time is from 48 to 72 business hours after your order has been confirmed. If you need to expedite your order please contact us at email@example.com.
How can I contact you to request for a change or a refund?
You can request for a change or for a refund by sending us an email to firstname.lastname@example.org explaining the situation. We will review your case and we will respond to you as soon as possible.
If you request for a change or for a refund we require that the product is returned with their original labels, original packaging, and invoice. The product has to be in the same conditions you have received them.
Changes or refunds should be requested within 15 (fifteen) days after you have received your purchase.
Our business hours are from Monday to Friday from 9am to 5pm GMT-3.
I just placed my order but I would like to cancel it. What should I do?
You have up to 24 hours to cancel an order.
If you want to cancel your order, please contact us at email@example.com within 24 hours after your purchase has been made.
It won’t be possible to cancel your order after 24 hours of your purchase. After that time, you should request a refund. If the order has already left our warehouse, the cost of shipping is not refundable.
Please take into consideration that there could be some delay between the time you have requested a refund and the time you see the order canceled in your credit/debit card.
What methods of payments do you accept?
You can pay with PayPal, also using your credit or debit card.
We do not keep your card information on our website.