Our Customer Policy : Orders and Returns
Your 100% satisfaction is guaranteed on any product you buy from us. Please feel free to contact us if you have any questions or concerns about your order—we love to hear from our customers.
Product Availability Promise
Our products are available only through Alpaca by Karim. We sell pieces that we have on inventory or pieces that we can make or order to our vendors and promise to ship your order within 6 weeks, but occasionally demand exceeds our limited capacity and can take longer (we’d let you know in advance)
Our alpaca production process involve either a handmade process or hand crafted process (we use the old fashion personal domestic machine in some products). On the other hand all our process involve custom yarns and fabrics produced sometimes by artisans and the flow of sources does not work mathematically and require considerable and flexible time to make. Even we charge your card on advance (because our system) you can cancel it any time if you feel better.
In any case, we will keep you informed. We are working on orders for more than 12 years and we been conducting honest and honorable business. We still want to keep our business personal and we want satisfied customers.
Orders and backorders
For items on inventory we ship the next day placed the order (cutting time 1 pm PT).
For items not in inventory and will be place as back order we will ship within 4 weeks.
Because the system we use we charge your card when you place the order, even on back orders (and not when we ship).
Cancel your back order any time, except when it is a custom work and we are on the time of production promised. If we are talking about a custom order and we have pass the promised time the right o cancel.
Custom orders are a final sale, we suggest make sure of your measurements before you request a custom order.
How to place your order: You can place your order on-line. You can consider also calling us, we'd be happy to assist you. You can e-mail us or even you can fax your order. Whatever is more convenient for you!
Returns & Replacements
All of our products want to reach your complete satisfaction. Please return items to us if comply with our policy (see Return Policy below), and we will promptly and courteously refund your money in the same form as your purchase, or we will exchange the merchandise. If it is a custom order (special measurements or color out of chart) we do nor accept returns or exchanges.
Piece must be not worn, not washed, not damaged and in the same condition sold.
Returns after 30 days are subject to restocking fees up to 50%.
We request that sale and clearance merchandise be returned within 7 days of merchandise received
Mailing Fees (If applicable) are under customer expense and not refundable.
E-Mail us and request:
1.- Return/Exchange Form
2.- Return Shipping label.
For a return shipping expenses will be deducted from your refund. If you send it by your own pocket we will refund the whole purchase amount.
We try to keep this personal and fair. We expect the same from our customers. Feel free to contact us. firstname.lastname@example.org
Exchange a Gift
You can exchange a Gift. Just send us your gift that needs to comply with numeral 1 of our return policy along with a check for US/. 8.00 (shipping, payable to Matrix International) to:
3720 Emerald St. Suite N1 Torrance CA 90503
You will not need the invoice. Before shipping you must request by e-mail an “Exchange Form” email@example.com. Exchanges are fine up to 30 days you have received goods.
If you want to exchange for a different model and this model costs more (we will work on prices published on-line) send us a check with the difference. If the model you want is less in value we will sent you along the exchange piece a gift card that you can convert any time in a beautiful garment. If you have any question, please contact us firstname.lastname@example.org