Terms & Conditions
TERMS AND CONDITIONS OF THE ONLINE STORE OF MY ALPACA SP. Z O.O.
The entity operating the online store is My Alpaca sp. z o.o., with its registered office in Krosno (postal code: 38-400), ul. Pużaka 18, entered into the Register of Entrepreneurs of the National Court Register maintained by the District Court in Rzeszów, 12th Commercial Division of the National Court Register, under KRS number 0000524208, Tax Identification Number (NIP) 6842639013, National Business Registry Number (REGON) 181151572, with share capital of PLN 600,000 (fully paid up).
For the purposes of these Terms and Conditions, the terms contained in this § 2 shall have the meanings given below:
Customer's address: means the e-mail address, correspondence address or any other address indicated by the customer for the purposes of exercising the customer's rights to place and execute orders using the store;
Price list: prices of individual products published by MyAlpaca in the store;
Working days: working days from Monday to Friday;
Commercial information: any information intended directly or indirectly to promote the goods, services or image of an entrepreneur or a person practicing a profession whose right to practice the profession is dependent on meeting the requirements specified in separate acts, excluding information enabling communication by electronic means with a specific person and information about goods and services that is not intended to achieve a commercial effect desired by the entity that commissions its dissemination, in particular without remuneration or other benefits from producers, sellers and service providers;
Customer: a potential or actual buyer of products presented by MyAlpaca using the store;
Consumer: “Consumer” means any physical person making purchases for purposes unrelated to their business, commercial, artisanal or professional activity.
MyAlpaca: My Alpaca Sp. z o.o.;
Third parties: persons other than the client and MyAlpaca;
Products: products offered for sale by MyAlpaca, presented by MyAlpaca using the store;
Entrepreneur: a natural person, legal person, or organizational unit conducting business or professional activity in their own name;
Terms & Conditions: means these terms and conditions of the MyAlpaca online store, together with any amendments made by MyAlpaca;
Store: online store operated via the website shop.myalpaca.eu;
Parties: mean the client and MyAlpaca;
Sales contract: means a binding legal relationship between MyAlpaca (being the seller) and the customer (being the buyer) in the form of a sales contract concluded under the terms and conditions set out in these regulations;
Physical defect: physical defect of the product within the meaning of the Civil Code;
1. These Terms and Conditions define the rules for concluding sales contracts for goods offered via the online store available at www.shop.myalpaca.eu.
2. The store serves as a platform enabling customers to place orders for products offered by MyAlpaca through the Internet.
3. Only individuals who are of legal age may make purchases through the store.
4. The store presents the appearance and specifications of products that may be included in the MyAlpaca commercial offer.
5. All content displayed in the store — including, in particular, product images, descriptions, and prices — is for informational purposes only and does not constitute a binding offer. Instead, it should be understood as an invitation to place an order.
6. All prices shown in our online store are in Euro (EUR) or British Pound (GBP), depending on the customer’s selection. Prices are inclusive of VAT at the applicable rate, in accordance with local tax regulations. The applicable VAT amount and rate will be clearly displayed at checkout and on the invoice. Shipping costs (if applicable) are calculated separately and shown before order confirmation.
7. MyAlpaca reserves the right to change the prices listed in the store without prior notice to the customer. However, any price changes will not affect orders placed before the change was made.
8. MyAlpaca also reserves the right, at any time, a. modify the information presented in the store; b. temporarily limit the availability of specific products offered through the store; c. remove certain products from the store; d. change the technical specifications or functionalities of the store.
1. Placing orders does not require logging in.
2. Orders can be placed in English.
3. The customer selects products from the images and descriptions presented in the store. Product selection is made by entering the quantity of selected products in the field next to the product ("quantity") and clicking "add to cart."
4. The sales contract is concluded by the customer placing an order.
5. The order is placed by the customer electronically providing information about the list of products selected by the customer and the customer data required to complete the order. After adding a product to the Cart, a message appears: "Successfully added to cart", along with a "Proceed to checkout" button. Once a product is in the Cart, the page displays available delivery and payment options, as well as the total cost of the order — including shipping fees. Clicking the "Order now" button leads to a page where the customer can choose to make a purchase without registration, with account registration, or by logging into an existing account. After selecting "Place order", the customer is prompted to enter: a. Personal details b. Shipping address c. Additional information At the bottom of the page, a "Summary" section appears. Clicking it takes the customer to the third step — Order Summary — which includes key product details, total price, expected delivery time, shipping address, billing address, shipping method, selected payment method, shipping cost, and the full amount payable. At the bottom, a "Confirm order with obligation to pay" button appears. Clicking it takes the customer to the final step — Payment — where payment for the selected products is completed.
6. Orders can be placed 24 hours a day, 365 days a year. MyAlpaca will endeavor to fulfill orders for alpaca duvets, pillows, and dog beds within 10 business days, and for other products within 7 days of concluding the sales contract.
7. Orders placed via the online store are fulfilled exclusively to Germany and the United Kingdom.
Delivery outside these areas is only possible upon prior arrangement with a representative of My Alpaca sp. z o.o., and subject to the customer's confirmation of applicable shipping costs and any potential import duties.
For orders shipped to the United Kingdom, prices are shown inclusive of VAT.
My Alpaca sp. z o.o. is responsible for collecting and remitting UK VAT under current regulations. No additional import duties or taxes should be charged to the customer upon delivery.
8. MyAlpaca will immediately confirm receipt of the order by sending an email notification of receipt.
9. The legal effect of MyAlpaca sending notification of order receipt is that the customer is bound by the offer.
10. MyAlpaca's acceptance of the offer is made by sending the customer an email confirming acceptance of the order for processing. The sales contract is concluded when the confirmation of order acceptance is sent to the customer.
11. MyAlpaca reserves the right to verify the fact and correctness of the user's order by directly contacting the customer, but is not obligated to do so.
12. MyAlpaca's confirmation of order acceptance for processing, made subject to change or supplementation, constitutes a new offer. In such a situation, the sales contract is concluded upon MyAlpaca's receipt of the customer's declaration of acceptance of this offer without any reservations. Otherwise, the sales contract is not concluded.
13. MyAlpaca's offer referred to in § 4, paragraph 12 is valid for 48 hours from its dispatch. This period constitutes the deadline for accepting the offer.
14. The sales agreement is concluded under the terms: a. indicated in the order confirmation referred to in § 4, section 10, or b. indicated in the MyAlpaca offer referred to in § 4, section 12.
15. For the avoidance of doubt, if the sales agreement is not concluded under the terms specified above, no sales agreement will be concluded between the parties, unless the parties mutually agree otherwise.
16. The sales agreement is concluded in English. Order confirmation is provided in English.
17. The content of the sales agreement is recorded and secured by MyAlpaca. The content of offers and order confirmations is recorded in electronic form and protected against access by third parties.
18. In connection with the sale of goods, MyAlpaca issues an appropriate document confirming the sale, i.e., a receipt or invoice (VAT). MyAlpaca's data source for issuing an invoice (VAT) is the data provided by the customer in the order form.
19. Price information is binding from the moment it is confirmed by MyAlpaca in the order confirmation.
20. MyAlpaca is not responsible for the temporary unavailability of products or limited availability.
21. To streamline the purchasing process through the store, MyAlpaca and the customer may exchange e-mail, telephone, or other forms of correspondence using remote communication. In particular, any errors and ambiguities will be clarified and corrected through correspondence.
22. It is possible to personalize the purchased product by adding an embroidered monogram. Products on which MyAlpaca offers a monogramming service: duvets, pillows, bed linen (excluding the Toile de MyAlpaca collection), linen or percale pillowcases, linen or percale duvet covers, and selected 100% baby alpaca shawls and throws. The monogram is embroidered with thread matching the fabric colour.
23. How to order a monogram? a. Add a two-letter monogram on the product page. b. Upon receipt of the order, MyAlpaca will prepare and send the monogram design to the email address provided in the order. The monogramming service will begin after the customer confirms the submitted design.
24. The cost of preparing the design and creating the embroidered monogram is available on the product page.
25. Custom-made and personalized products are non-refundable.
1. MyAlpaca will make every effort to dispatch orders for alpaca duvets, pillows, and pet beds within 10 business days, and all other products within 7 days from the date of the sales contract conclusion.
2. If the Customer selects prepayment as the method of payment, the indicated timeframe begins on the date MyAlpaca receives the payment.
3. In the event of any delays, MyAlpaca reserves the right to set a longer fulfillment period and will notify the Customer accordingly.
4. Payment must be made in the currency indicated at checkout before placing the order. Please note that your card issuer or bank may apply additional charges, for which MyAlpaca assumes no responsibility.
5. The Customer may choose one of the following payment methods for purchases made in the store:
a. Credit Card by Stripe
The Customer must provide valid credit card details when placing the order. Orders will not be accepted or fulfilled until the card issuer authorizes the transaction. If authorization is not received, the Customer will be informed, and the order will not be processed.
b. e-Wallets Apple Pay and Google Pay by Stripe
c. Klarna
We offer Klarna as a payment method, allowing you to pay for your order in instalments or at a later date. By selecting Klarna at checkout, you agree to be bound by Klarna's terms and conditions. Orders paid with Klarna are subject to Klarna’s approval and credit check. Any instalment amounts, interest, or fees are set by Klarna and not by shop.myalpaca.eu. Please refer to Klarna for full payment details. Klarna is available for eligible customers in participating countries. Availability may vary depending on the market.
d. Wire Transfer
If you choose to pay by bank transfer, please send payment to the account below and include your order number in the transfer title:
In EURO
ING Bank Śląski S.A.
Account Number (IBAN): PL63 1050 1025 1000 0090 3041 4842
SWIFT Code: INGBPLPW
Recipient: My Alpaca sp. z o.o. ul. Pużaka 18 38-400 Krosno Poland
In GBP
ING Bank Śląski S.A.
Account Number (IBAN): PL13 1050 1025 1000 0090 8280 6606
SWIFT Code: INGBPLPW
Recipient: My Alpaca sp. z o.o. ul. Pużaka 18 38-400 Krosno Poland
1. Territory
We currently deliver to the following European Union ("EU") countries: Belgium, Czech Republic, Germany, Netherlands and the United Kingdom ("UK").
2. Deliveries to EU
a. We offer free shipping on all orders above 200 EUR.
b. For orders under 200 EUR, a flat shipping fee of 25 EUR will be added at checkout.
3. Deliveries to the United Kingdom (UK)
a. For all deliveries to the UK MyAlpaca covers applicable import-related VAT and duties on behalf of the customer.
b. Orders above 180 GBP qualify for free shipping.
c. Orders below 180 GBP are subject to a flat shipping fee of 50 GBP, which covers duties, and applicable import charges.
d. VAT handling:
i) For orders up to 135 GBP, VAT is collected at checkout and remitted by MyAlpaca in accordance with UK regulations.
ii) For orders above 135 GBP, products are shipped via DDP (Delivered Duty Paid) wherever possible, meaning all import duties and VAT are settled in advance. While this is intended to avoid extra charges upon delivery, in rare cases small additional fees may be charged by the carrier.
4. Territories Not Covered
We do not ship Northern Ireland and all UK Crown Dependencies and Overseas Territories, including but not limited to: Jersey, Guernsey, Isle of Man, Anguilla, Bermuda, British Virgin Islands, Cayman Islands, Falkland Islands, Gibraltar, Montserrat, Pitcairn Islands, Saint Helena, Ascension and Tristan da Cunha, South Georgia and the South Sandwich Islands, Turks and Caicos Islands.
5. Shipping Methods
a. Orders to EU are shipped via DPD or DHL.
b. Orders to the UK are shipped via DHL.
6. Shipping Confirmation. You will receive a Shipping Confirmation email once your order has been handed over to the carrier.
7. Estimated Delivery Time Orders should arrive within 7 business days. Deliveries are made during regular business hours. Please note that any delivery times are estimates only. We are not liable for delays caused by the courier or customs procedures. You may track your order using the tracking number provided in your shipping confirmation.
8. Delivery Address Orders will be delivered to the shipping address provided at the time of purchase.
9. Transfer of Ownership and Responsibility Ownership of the products transfers to you upon delivery. From that moment, you are responsible for any loss or damage to the products. Please inspect the package upon delivery. If the outer packaging or contents appear damaged, you must refuse the delivery and note the damage in the courier’s delivery documentation. By signing the delivery confirmation, you confirm the goods were received in good condition. Failure to follow this process may void your right to a refund or compensation.
10. Order Cancellation by MyAlpaca MyAlpaca reserves the right to cancel an order in the following cases: a. If prepayment is selected and not completed within 72 hours of placing the order; b. If the product is unavailable and the customer does not accept a revised delivery timeframe; c. If the shipment is not collected from the courier despite a delivery attempt. In such cases, a refund will be issued to the customer, minus any shipping costs incurred (e.g., return shipping, warehousing) where applicable.
1. MyAlpaca does not send unsolicited commercial information to customers via electronic communication.
2. Commercial information is considered to be solicited if the customer has given consent to receive it, in particular by providing an identifiable email address for this purpose.
3. The ordering of commercial information occurs when the customer gives consent to receive it – for example, when completing the registration or order form.
1. The Customer has the right to return or request a replacement of a faulty product in accordance with applicable consumer protection laws, including those arising from EU regulations implemented in Poland. For products purchased after January 1st, 2023, complaints may be submitted based on the product's non-conformity with the contract.
2. If you believe that the product you purchased is not in conformity with the contract or is defective, you may submit a complaint.
To submit a complaint:
a. Write to us: • by email at: craft@myalpaca.eu, or • in writing to: My Alpaca sp. z o.o., ul. Pużaka 18, 38-400 Krosno, Poland.
The complaint should include: a. the Customer’s full name; b. email address; c. proof of purchase (e.g., invoice, payment confirmation, etc.); d. clear identification of the Product concerned; e. a precise description of the defect; f. an indication of the remedy you expect (product replacement, repair, refund, price reduction, etc.); g. the date of submission and the Buyer’s signature (or that of their authorised representative).
b. Send us the parcel with the product under complaint. Please do not send any parcels “cash on delivery”. Products under complaint must be delivered directly to the company’s registered office. They may not be sent to a parcel locker or other collection point.
3. MyAlpaca is responsible for any defects in the Products in accordance with applicable consumer protection and contract laws. The Seller’s liability towards Buyers is limited to what is legally required by such regulations.
4. Complaints are reviewed no later than 14 days from the date of receipt of the product under complaint.
5. By accepting these Terms and Conditions, the Customer agrees to be contacted by the Seller via email, telephone, and other means of remote communication for the purposes of fulfilling the contract.
1. A Customer who is a consumer has the right to fully or partially withdraw from the Agreement without giving any reason and without incurring additional costs, except for costs specified in Articles 33, 34(2), and 35 of the Consumer Rights Act.
2. The period for withdrawal from a distance contract is 14 days from the moment the Product is delivered. To meet the deadline, it is sufficient to send a withdrawal statement before the end of this period by post to MyAlpaca or electronically to craft@myalpaca.eu.
3. A suggested template form is available via the link here. Submitting a withdrawal statement without using the form does not affect the validity of the withdrawal, provided it contains the essential information about the Customer (name), contact details (email address and postal address), and identification of the Products covered by the withdrawal.
4. In the event of withdrawal from the Agreement, the Customer is obliged to return the Product to MyAlpaca at their own cost and risk. Returned products must be delivered directly to the company’s registered office.
5. MyAlpaca will refund all payments received from the Customer, including the cost of standard delivery, without undue delay and no later than 14 days from the day we receive the returned product(s) — provided that the items are returned unused, undamaged and in their original condition.
6. MyAlpaca reserves the right to refuse a full or partial refund if the returned Product shows signs of use, is damaged, or is incomplete.
7. If the Customer selected a delivery method other than the least expensive standard delivery option offered by MyAlpaca, the reimbursement will cover only the cost of that least expensive option. If an express delivery method was selected, only the cost of standard shipping will be refunded.
8. The Customer is responsible for any reduction in the value of the Product resulting from use beyond what is necessary to establish its nature, characteristics, and functioning, in particular cleaning or repair costs. To establish the nature, features, and functionality of the Products, the Customer should handle and inspect the Products only in the same way they could in a physical store.
9. MyAlpaca will refund payment using the same method used by the Customer, unless the Customer has explicitly agreed to another method that does not incur any costs for them.
10.No Right of Withdrawal for Custom-Made Products. Please note that the right to withdraw from a distance purchase does not apply to custom-made products, such as duvets or pillows manufactured to your specifications. This includes any items that are made to order, based on your indicated size, filling, or other personalised parameters. Even if standard size options are displayed on our website for convenience, each product is individually manufactured following your order. For this reason, these items are considered custom-made and not eligible for return or exchange under applicable consumer protection laws in the European Union and United Kingdom.
1. My Alpaca provides a 2-year warranty on products in the form of duvets filled with alpaca fibre.
2. The warranty covers: a. Retention of the declared thermal regulation properties of the alpaca fibre used to fill the product. b. The quality and durability of the product’s hand quilting and stitching.
3. The warranty applies worldwide.
4. Product defects covered by this warranty, discovered during the warranty period, will be remedied free of charge within 14 working days from the date the product is delivered by the Customer to the seller or the manufacturer’s headquarters.
5. The warranty does not cover normal wear and tear or quality reduction resulting from: a. Mechanical damage to the product; b. Damage caused by improper or incorrect use, storage, or maintenance of the product, as well as use or storage in unsuitable conditions (e.g., excessive humidity).
6. Instructions for use and care of the product are provided on the product label.
7. To exercise rights under this warranty, the Customer must present proof of purchase.
8. This warranty does not exclude, limit, or suspend the Customer’s statutory rights in relation to non-conformity of the goods with the contract.
The principles of personal data processing and cookies usage are described in the Privacy Policy.
1. The Store allows its Customers to submit and access reviews of Products and the Store itself, according to the rules set out in this section of the Terms and Conditions.
2. After placing and receiving an order, the Customer will receive an email containing a link to the appropriate website to leave a review of the service and/or purchased product.
3. Invitations to leave reviews are sent by the Store’s service provider, Trusted Shops GmbH, Subbelrather Str. 15C, 50823 Cologne, Germany (Trusted Shops). My Alpaca provides Trusted Shops with the order number, email address, Customer name, sales channel, and chosen delivery method for those who purchased via shop.myalpaca.eu. Trusted Shops informs the Store about the status of invitations (e.g., whether an invitation was sent and received). This is based on the Store’s legitimate interest in monitoring review invitations for optimisation purposes, and Trusted Shops’ legitimate interest in providing this service.
4. Reviews and ratings are submitted via the Store’s review system. Customers may withdraw their consent at any time by sending an email to the contact address on the Store’s Contact page or by using the unsubscribe link in the review invitation email. Submission of a review is entirely voluntary.
5. Published reviews may only come from Store Customers, as review surveys are sent solely to Customers who placed an order. The Store does not influence the content of reviews. All reviews that do not violate the Terms and Conditions are published.
6. Customers must not use reviews for unlawful purposes, including acts of unfair competition or infringement of the Store’s or third parties’ rights. Reviews must comply with applicable law, these Terms, and good practice.
7.Customers are prohibited from submitting content that: a. is in bad faith, e.g., intending to infringe the personal rights of others; b. violates third-party rights, including copyright, industrial property, trade secrets, or confidentiality obligations; c. is offensive, threatening, vulgar, promotes violence, or contains pornography; d. otherwise violates the Terms, good practices, applicable law, or social norms.
8. If a Customer or third party believes that content on the Store’s website violates their rights or good practice, they may notify My Alpaca of the potential infringement via email at craft@myalpaca.eu.
9. Upon receiving official notice or credible information that content submitted by a Customer is unlawful, the Store will promptly remove the offending content from the website.
10. By submitting a review via the Trusted Shops system, the Customer grants My Alpaca a non-exclusive, free, worldwide licence to use the review for marketing and/or advertising purposes, including without limitation on the website, in newsletters, catalogues, emails, and other communication channels. No compensation is provided for submitted reviews.
11. The Store has designated an electronic contact point related to the Store’s service for direct communication with EU authorities, the Commission, and the Digital Services Council: craft@myalpaca.eu. This contact point may also be used by Customers for direct and prompt communication with the Store. Communication may be conducted in Polish or English.
1. My Alpaca reserves the right to unilaterally amend these Terms and Conditions at any time, with effect for the future and after prior notification. Amendments shall not apply to sales contracts for which orders were placed while the previous version of the Terms was in force. Continued use of the Store’s website after the date indicated in the notification shall constitute acceptance of the amended Terms. If the Customer does not accept the changes, they may no longer use the Store.
2. My Alpaca shall not be liable for any temporary unavailability of the Store preventing the placement of orders.
3. In respect of obligations arising from these Terms, My Alpaca’s liability towards Customers is limited to damage caused intentionally.
4. Consumers have the right to use out-of-court complaint and redress procedures via the Online Dispute Resolution platform (ODR Platform) available at: http://ec.europa.eu/consumers/odr/.
5. In matters not regulated by these Terms, the provisions of the Polish Civil Code and other generally applicable laws of the Republic of Poland shall apply.
