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Frequently Asked Questions


Yes, we ship all over the world. Shipping costs will apply, and will be added at checkout. We run discounts and promotions all year, so stay tuned for exclusive deals.

Orders processed here will take 5-7 business days to arrive for EU customers. Overseas deliveries can take anywhere from 7-16 days.

Local customs and safety protocols can result in small varying delays.

INKARI mainly uses Priority Shipping from PostNL and its many national partners. After passing through local customs, a parcel will be taken on by the dominant national carrier.

Examples of national carriers are USPS (US), Deutsche Post (GER), LaPoste (FRA), PosteItaliane (ITA), etc.

Express shipping is available for all countries; for tarifs and specific requests, get in touch with or send us a message on-site


Track your package live with the unique tracking link and tracking page you have received in your email.

For a more detailed overview of the tracking portal click here. Use your unique tracking reference to follow your parcel closely.

Parcels arrive at local airports often within the first 1-2 days. Together with 1000s of other parcels, they have to pass through local customs before they continue their journey.

Busy logistical hubs, together with a variety of new safety measures due to the changing global situation, can result in a bottleneck for these parcels.

Parcels will receive the scan of arrival after passing this local bottleneck. This can result in your order appearing to be stuck. Please note that the parcel is moving, but a bit slower than expected. Busier periods might result in more severe bottlenecks.

Packages eventually receive their follow-up scan, get taken on by the local carrier and resume their journey towards you.


INKARI products can be returned to us, clean and undamaged, if they are received within 30 days of your initial order date. Delays due to changing international situations can happen and won't be part of these 30 days.

For a step-by-step guide on how to return or exchange your order, visit our Warranty & Returns page.

We always strive to make your experience with us as comfortable and enjoyable as possible. If this is not the case, we accept returns and or exchanges within 30 days of clean, undamaged products for a full refund.

Shipping costs that occur when returning the product to us are at own expense. Get in touch with Support for help with regards a return.

When exchanging your alpaca product for a different size, color, or something completely different all together, INKARI covers for the shipping back to your address on the new order.

Please note: costs that arise from returning the product to us are at own expense.

Follow the step-by-step guide on how to exchange an item or get in touch with our Support directly.


Contact our customer service by sending an email to in which you state your order number, full name, and explanation of the error. Add pictures to the message for a more swift solution!

Alpaca toys and products are delicate products and should be treated with care. INKARI advises to only use a small amount of hot water to clean the fibers of the alpaca toy.

We've made a complete page specifically for you, which focuses specifically on Alpaca Maintenance. Take a look at Alpaca Maintenance for a detailed video and step-by-step guide on cleaning your alpaca!