Very happy with my new bag! Had some issues with the delivery due to their local shipping partner for the last stretch, but it was quickly resolved by the customer support. Great quality bag with wel... Toon meer
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Return address is in Australia, meaning the costs are up to €60 to return an item. I wish I had read the reviews before ordering. They offer prices in Euros, free shipping, and the sender/distributor... Toon meer
Bedrijf heeft geantwoord
Vorweg: mit den Produkten selber bin ich zufrieden. ABER ich hatte diesmal 2 Taschen bestellt und wollte mich zuhause Entscheiden, welche mir zusagt und die andere zurückschicken. Ich soll nun auf... Toon meer
Bedrijf heeft geantwoord
Return had to be posted tracked mail to Australia at prohibitive cost, despite being mailed to me from their distribution centre here in UK. Essentially makes it a no returns supplier.
Bedrijf heeft geantwoord
Bedrijfsgegevens
Geschreven door het bedrijf
Redefining urban mobility with next-gen backpacks, slings, and more. Designed for the modern explorer. Our sleek, high-quality gear fuses style with functionality, built to endure your journey—whether across the city or around the world. Experience innovation in every detail. We ship globally, so you’re always ready to move forward.
Contactgegevens
8 The Green, STE A, 19901, Dover, Verenigde Staten
- hello@alpakagear.com
- alpakagear.com
2,4
Slecht
110 reviews
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Heeft 95% van zijn negatieve reviews beantwoord
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Beware folks !
Beware folks !
This company is a joke ! We made a purchase of £230 for 2 backpacks and they are not as what you seen on the website. The colour of the green is completely different and poor quality. We then submit the return right away and they did NOT send any email at all saying the Returns RMA has been issued. Upon checking it, they are asking us to send these bags back at our own cost, to a shop address in AUSTRALIA !!! Yes Australia, despite the order was sent from UK address..the shipping cost alone would be over the cost of our purchase.
Avoid at all cost !!!!!
30 november 2025
Review zonder uitnodiging
Antwoord van ALPAKA
Hi T.D,
We’re very sorry to hear about your experience and understand your frustration.
As stated in our policy, customers are responsible for the cost of returning product(s) to us. We apologize if this was not clear at the time of purchase.
We appreciate your feedback and will continue working to make our communication and process as transparent as possible.
J’ai commandé le 8/12/2025 sur le site…
J’ai commandé le 8/12/2025 sur le site Alpaka et en date du 23/12 pas de livraison. Apparemment colis perdu par gofofrance impossible à joindre. Top ! Rien pour Noël
23 december 2025
Review zonder uitnodiging
Antwoord van ALPAKA
Hi Fabrice,
We’re very sorry for the delay and completely understand your frustration, especially missing out on Christmas. Unfortunately, the delivery company was unable to deliver your order.
Please rest assured that we take full responsibility and have arranged to reship a new package to you as quickly as possible. Thank you so much for your patience, and we sincerely apologize for the inconvenience.
Shipping Times and Communication is Lacking
Was told it would be delivered on Dec. 11th. Shows being delivered today Dec. 29. The actual shipping dates are not communicated properly to what is shown at the beginning so allow an extra 2 weeks minimum for it to actually arrive. I had no idea where it was until it showed as being delivered today especially if using Canada Post which is not reliable. Just buy it on Amazon and not direct so you know it will show up when you want it and they use reliable shipping companies.
16 december 2025
Review zonder uitnodiging
Antwoord van ALPAKA
Hi Todd,
Thank you for sharing your experience. We sincerely apologize for any confusion or inconvenience caused.
According to our records, your order #526207 was shipped on December 10, 2025, from our warehouse in Hong Kong. Once an order has been dispatched, it cannot be canceled. Typically, tracking information updates once the shipment arrives in Canada. Our standard shipping timeframe is 10–15 business days.
We understand this has been frustrating, and we truly appreciate your patience. If your order does not arrive by December 31, 2025, please contact us via email so we can assist you further.
— The Alpaka Team
Good products but partially doubtful business practices
Ordered a Tote and as expected it's quite nice. But unfortunately my copy was being delivered with scratches on it (which can happen). After getting in touch and sending photos Alpaka claimed that dirt could be wiped off. Sounds reasonable... except that doesn't work with scratches. Why? Because scratches are not dirt. They still kindly offered a gift card in return which is nice but also forces you into another purchase while my Tote is still scratched. I think this is not the correct way to balance inadequate quality control. Still three stars from my side because I like most of their stuff and have to give kudos for the sustainable materials and nice design patterns.
18 december 2025
Review zonder uitnodiging
Antwoord van ALPAKA
HI Sascha,
Thank you for taking the time to share your feedback. We sincerely apologize and understand your frustration. While we strive for the highest quality control, unfortunately, imperfections can occasionally occur.
We appreciate your recognition of our sustainable materials and design, and we’re glad you enjoy most of your Alpaka products. Your feedback is valuable and helps us improve our quality checks and customer experience.
Thank you again for your honest review.
— The Alpaka Team
Buon prodotto
Buon prodotto, versatile e comodo. Purtroppo ho avuto un problema alla chiusura lampo della tasca grande ma lo staff di supporto ha risolto in tempi brevi con cortesia e disponibilità fornendo un prodotto nuovo senza spese aggiuntive.
Grazie
Giorgio S.
13 december 2025
Review zonder uitnodiging
Antwoord van ALPAKA
Thank you very much for your positive review, Giorgio! We’re glad to hear that our support team assisted you promptly and courteously, and that you’re happy with the replacement product. We truly appreciate your feedback and your trust in Alpaka.
Worst experince with delivery I ever had. But solved.
Here in the south of Spain they use CTT, and they always do something strange with deliveries: they either leave packages at the door or mark attempted delivery when they clearly haven’t made one.
Today they’ve really outdone themselves: they delivered to me a Shein sweater that wasn’t even mine instead my Alpaka order. My label had been placed over the original one belonging to the person who was actually expecting that sweater.
I’m still waiting for customer support to offer a solution, because I don’t want just a refund; I want to receive the products I paid for. Honestly, I feel like I’ve been robbed.
Edit with response:
"We’ve already emailed you"
You only emailed me asking for more details, but never shared with me a solution.
"and will be reshipping your Alpaka order to ensure you receive the products you purchased."
Great news, you could have shared this over my non answered email thread. Waiting for the new tracking details.
Last edit:
After all they re-delivered my order and finally got it. Thanks, updating from 1 to 4 stars
12 december 2025
Review zonder uitnodiging
Antwoord van ALPAKA
Hi Andrés,
Thank you for your feedback. We’re very sorry for the delivery issues caused by the shipping company. We’ve already emailed you and will be reshipping your Alpaka order to ensure you receive the products you purchased. We appreciate your patience as this is being resolved.
Shady unknown delivery company
They are using a shady delivery company, that’s does not follow instructions, and allows themselves to let the package outside for anyone to pick up. Then they ask you to file a police report in order to get a refund.
They went from being a company I trusted to one of the worst after sale I have seen.
I highly recommend to reconsider any order at Alpaka.
4 december 2025
Review zonder uitnodiging
Antwoord van ALPAKA
Hi Julien,
Thank you for sharing your feedback. We’re very sorry for the delivery issues you’ve experienced. Please note that this situation was caused by the shipping company and not Alpaka directly. We’ve followed up with you via email to assist further. We appreciate your patience and understanding.
The company lies about their shipping…
The company lies about their shipping times- it said "4-5 business days" in the email I got, it took 6 to say it was in Chicago, but I confirmed with the shipping company it hasn't even made it to the port yet- it's just saying where the package will end up. I received an email saying they were "delayed", but how can they be delayed when the product isn't even in America yet? I was led to believe that even though their products are based in China, they have some semblance of inventory in the USA. This is a bold-faced lie on their part. They have ZERO inventory in the USA, the UK or even their "native" Australia.
11 december 2025
Review zonder uitnodiging
Antwoord van ALPAKA
Hi Trevor,
Thank you for your feedback. We’re sorry for any confusion regarding shipping times. Our standard shipping to the USA is 8–15 business days, as clearly stated on both our checkout page and in the order confirmation email. We appreciate your patience and understanding while your order is in transit.
No customer support
11 december 2025
Review zonder uitnodiging
Antwoord van ALPAKA
Hi Alessandro,
Thank you for your patience.
Upon checking, your order includes a pre-order item which is the Modular Shoulder Pocket Max - Black | Axoflux 400D Washed Nylon. Thus the order was shipped after Dec 3, 2025. Rest assured, your order is still within the standard delivery timeframe.
Our standard processing and shipping time frame is 10-15 business days.
Should your order not arrive by the Dec 26, 2025 or thereafter, please don't hesitate to reach out to us via email.
Thank you for your patience and understanding.
Antwoord van ALPAKA
Thank you for your kind words! We’re glad you’re enjoying the quality of our bags. 💛
Extremely slow delivery and poorly…
Extremely slow delivery and poorly designed items. As other users have said, waiting over two weeks for delivery is considered perfectly acceptable by this company and their products are poorly designed with basic usability problems which make them frustrating and clunky in day to day use. This is a very low effort service.
23 november 2025
Review zonder uitnodiging
Antwoord van ALPAKA
Hi Dave,
Thank you for taking the time to share your feedback, we’re truly sorry to hear about your experience.
Our standard delivery timeframe is 8–15 business days for US shipments, and during peak seasons such as Black Friday, processing and transit times can extend slightly due to the high volume of orders being fulfilled worldwide. While this delay is not ideal, it is expected during these periods, and we completely understand how frustrating it can feel.
Regarding product usability, we appreciate your comments and take them seriously. Our design team is constantly refining and improving our gear based on customer feedback, and insights like yours help us continue to evolve.
Thank you again for your patience and for giving our products a try. If you would like assistance with your order or have specific concerns about the items you received, please reach out to us directly, we’re here to help and want to make things right.
Warm regards,
The ALPAKA Team
Bought ALPAKA Flight Pouch
Bought ALPAKA Flight Pouch - Compact Travel Bag from Amazon.Was missing the wrist strap.I mailed them and got it in Sweden in 6 days.
What a service!
19 november 2025
Review zonder uitnodiging
Antwoord van ALPAKA
Hi Philip,
Thank you so much for sharing your experience!
We’re really glad to hear that you received your missing wrist strap quickly and that everything arrived smoothly in Sweden. Our team works hard to resolve any issues as fast as possible, and it’s great to know you’re happy with the service.
If you ever need anything else, we’re always here to help. Enjoy your Flight Pouch! 🙌✨
Avoid unless in Australia
Ordered their wallet, which was delivered promptly from a UK address. The product isn't bad, well constructed just way larger than expected, way larger than a credit card or similar products from Belroy.
I requested a return which they agreed to, but offering no alternative but a return to Australia. Tracking to Australia would have made the return more expensive than the wallet, so it was sent back using standard mail. The wallet "never arrived". The company "conveniently" recognizes the problem of only having one return address, interesting tactic in 2025. Avoid unless you're sure the product is 100% right.
15 september 2025
Review zonder uitnodiging
Antwoord van ALPAKA
Hi there,
Thank you for your review. For clarity, our return policy - which is publicly available on our website, clearly states that **all returns must be sent to our Australia return center**, regardless of where the order was originally shipped from.
In this case, the wallet was returned without tracking, which means we had no way to verify delivery. Without tracking confirmation, we cannot issue a refund, as this requirement protects both our customers and our team from unverified or lost returns. **Once we receive the returned item, we will proceed with the refund.**
We understand this situation was frustrating, but our process was followed exactly as outlined in our policy. If you have any further questions, we’re here to help.
Warm regards,
ALPAKA Customer Service
Not worth the premium prices
I believed the advertising and thought Alpaka were a premium manufacturer. This led to me spending nearly £40 on their 8L packing cube.
The product seemed great initially but after using it for only 3 or 4 trips the inner seem failed. I contacted customer services and got a reply in minutes, a very promising start. This begun an email conversation that kept going back and forth with the conversation now being 28 emails.
On multiple instances they asked for information that I had already provided. Then, after all this time and effort I receive an email stating they would offer me a gift card because my item was no longer stocked. However, the gift card value is approximately £26, a fraction of the price I paid.
I questioned whether a refund would be more appropriate but according to Alpaka that cannot be done. So the premium price isn't worth it. I'll stick to cheap items and just replace them when/if they break.
5 november 2025
Review zonder uitnodiging
Antwoord van ALPAKA
Hi Scott,
Thank you for sharing your feedback, and we’re sorry to hear about your experience.
To clarify, we have **refunded you the full product price** for your 8L Packing Cube. The remaining amount you’re referring to is related to **taxes paid directly to the UK government (HMRC)** at checkout. These taxes are not collected or retained by ALPAKA, so we are unable to refund them once they have been remitted.
We understand this situation has been frustrating, especially with the lengthy email thread, and we sincerely apologize for the inconvenience. Your experience is important to us, and we appreciate your patience while we worked to resolve it.
If there’s anything more we can assist with, please feel free to reach out — we’re here to help.
Warm regards,
ALPAKA
I submitted a Warranty claim 30 days…
I submitted a Warranty claim 40+ days ago. I received an immediate response, and informed me that I have submitted everything necessary for them to provide me with a clear path to satisfaction. After an additional 15+ emails, they responded with a gift card to replace my broken bag. Ultimately, this was a satisfactory resolution; however, it was very arduous to obtain this final resolution.
10 september 2025
Review zonder uitnodiging
Antwoord van ALPAKA
Hi Jim,
We’re sorry to hear about your experience. Upon checking, our team has responded to each of your emails and was awaiting your reply.
Your warranty claim has already been resolved, a gift card was issued and successfully received on your end.
We truly appreciate your patience throughout the process and hope this helps clarify the situation.
We kindly ask that you update your review to reflect this resolution.
– The ALPAKA Team
Package was seized by USPS for…
Package was seized by USPS for counterfeit postage. It had several items that were a limited run and are no longer available for purchase.
Alpaka support re-shipped the limited Japan collection items from Tokyo and I just received them today. They also provided a $100 gift card code.
7 oktober 2025
Review zonder uitnodiging
Antwoord van ALPAKA
Hi Simon,
Your package was seized by USPS under their counterfeit postage regulation, an action entirely beyond our control. We have resolved this issue directly and reshipped your Japan Limited Edition order at our cost, along with offering a gift card as a goodwill gesture to compensate for the trouble caused. We kindly ask that you update your review to reflect this resolution.
— ALPAKA Management
Alpaca
Alpaca
Die bestellten Alpaca Schuhe sind nach 14 Tagen Flugzeit endlich angekommen. Der Schuh ist ernüchternd..Er soll schmerzfreie Füße zaubern, keine Druckstellen hinterlassen. Ich habs geglaubt. Und so fangen Märchen an
3 oktober 2025
Review zonder uitnodiging
Antwoord van ALPAKA
Hi Nelly,
Thank you for your feedback. We believe there may have been a mix-up, our brand is ALPAKA, and we do not sell shoes. We focus on bags and everyday carry gear.
Kindly double-check the brand you purchased from, as this review may be intended for a different company.
Thank you and take care!
– The ALPAKA Team
Package seized for coubterfit postage
Order a bag on teh 12th september to new york which has now being siezed by USPS for counterfit shipping and will not be delivered or returned to the sender, cost me $140 what the hell, no response
1 oktober 2025
Review zonder uitnodiging
Antwoord van ALPAKA
Hi Jamie, we’re really sorry to hear about your experience. 🙏 We’ve already escalated this issue to our shipping team and will continue the conversation with you via email to get this resolved as quickly as possible.
Cost you more to send product back - Avoid
Terrible customer service and customer journey, selling products into the UK without a returns policy in the UK meaning you have to send back to Australia
Avoid this brand - it will cost you more to return the item than the cost of buying it.
8 september 2025
Review zonder uitnodiging
Antwoord van ALPAKA
Hi Ben,
We’re sorry to hear about your experience. For transparency, our return policy does clearly state that returns are processed through our center in Australia.
We understand that international returns can feel inconvenient, and we’ll continue working on ways to make the process easier for our UK customers.
Best regards,
The ALPAKA Team
Magnifique
Très bon produit !
La qualité est là, des prix raisonnables.
Une date de livraison estimée entre 10 et 15 jours ouvrés mais les articles sont arrivés au bout de 5 jours ! Top !
Juste la taxe douanière qui fait mal...
1 september 2025
Review zonder uitnodiging
Antwoord van ALPAKA
Hi Vetsou,
Thank you so much for your kind words! 🌟 We’re thrilled to hear you’re happy with the quality and value of our products, and even more so that your order arrived much earlier than expected.
We understand that customs fees can be frustrating, and we truly appreciate your patience and understanding on that part. Your feedback means a lot, and we’re grateful for your support!
Warm regards,
The Alpaka Team
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