Customer care
Returns policy
Last updated September 5, 2026
Return window
Eligible items may be returned within 14 calendar days after confirmed delivery. Contact us before sending an item back so we can provide return instructions. Once those instructions are issued, the return must be shipped within 7 calendar days.
Return condition
Items must be unworn, unused, unwashed and undamaged, with all original tags and packaging. We may decline a return that shows wear, scent, alteration, staining or other damage after delivery.
Return shipping
Customers are responsible for return shipping costs unless the item received was incorrect, damaged or materially different from its description. We recommend using a tracked and insured service, as returned items remain the customer’s responsibility until received.
Refunds
Approved refunds are issued to the original payment method after inspection. Original shipping charges are not refundable, except where Luxalpaca made an error. Financial institutions may require additional time to post a refund.
Incorrect or damaged items
Contact us within 48 hours of delivery with the order number and clear photographs. This policy does not limit rights that cannot be excluded under applicable Canadian consumer-protection law.
Exchanges
Because every size and colour is held in exceptionally limited quantities, direct exchanges cannot be guaranteed. When a replacement is unavailable, an eligible return will be processed as a refund.
Questions?
Contact Luxalpaca at hello@luxalpaca.com.