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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Awful Returns
The Alpaka Bravo tote bag itself is fine, but it’s just not my style. The real issue is with Alpaka as a company. Shipping was slow, and when I went to return the bag, I discovered they’re based in Australia. That means any return would be at my own expense, shipping all the way back there which costs a fortune, just to get a refund.
A warning to fellow UK customers: don’t buy from them unless you’re 100% sure you’re going to keep what you order. The bag might be okay, but dealing with shipping and returns is a complete headache.
13 augustus 2025
Review zonder uitnodiging
Antwoord van ALPAKA
Hi Andrew,
Thanks for your feedback, and we’re sorry your experience wasn’t as smooth as we’d like it to be.
For transparency, our return policy does state that our return centre is in Australia and that return shipping is at the customer’s expense. This information, along with the estimated delivery timeframe, is shown both on our website and again in your order confirmation before purchase.
We completely understand that international returns can be inconvenient, and we’re always looking for ways to make the process easier for our UK customers. Your feedback helps us improve, and we appreciate you taking the time to share it.
Not happy and disappointed
I ordered from London and to be honest, I am disappointed with the Elements Tote Medium that Ive got. I received it with a ripped packaging which caused a small tear on the outer bag and has a small dirt. I emailed the support team but unfortunately dont have time to email them back so I just throw in away. Im 5'6" and Medium size seems very small. Planning to raise a dispute on my bank to get a refund and overall its not actually a great product.
28 juli 2025
Review zonder uitnodiging
Antwoord van ALPAKA
Hi Loreto,
Thank you for sharing your feedback, and we’re genuinely sorry to hear that the Elements Tote Medium didn’t meet your expectations.
As mentioned in our previous email, we had offered assistance and a resolution, but understand that you had already given the item away. While we always strive to make things right, we do require confirmation of your details and photos in order to proceed with any support.
For future reference, if you're not completely satisfied with your purchase, we offer a 45-day return or exchange window from the date of fulfillment for a full refund of the product price.
If you would still like to resolve this, feel free to reply to our previous email — we’ll be happy to assist you further.
Warm regards,
Team ALPAKA
Ho acquistato uno zip pouch con velcro…
Ho acquistato uno zip pouch con velcro dove sulla foto del prodotto sul sito c'è una patch con il nome dell'azienda. Tralasciando il fatto che dal punto di vista di marketing è chiaramente meglio che la marca di un prodotto sia visibile, è assurdo che un brand che vuole vendere prodotti di qualità ad alto prezzo dimentichi una patch del costo di meno di un dollaro.
28 juli 2025
Review zonder uitnodiging
Antwoord van ALPAKA
Hi Paolo,
Thank you for your feedback. We’re sorry for any confusion caused.
To clarify, the product listing does mention under the **Key Features** section that the **loop panel secures a hook-and-loop patch (patch not included)**.
We include this information to ensure transparency about what is and isn’t included in the purchase.
We appreciate your support and take your feedback on board as we continue to improve both our products and communication.
Best regards,
Team ALPAKA
Great bag, Amazing quality with fast hassle free delivery
I was very sceptical when I saw the reviews for this company but being the impulsive buyer I am it was already too late for me... however my experience has been nothing like the one's described on this page.
I placed my oder for the 'Elements Tech Case Mini' on the 5th of July. At purchase I was reminded this is an international sale and could take for 10-15 days to arrive which was fine. My order was shipped on the 8th of July and arrived on the 18th so only 13 days from ordering to holding the product in my hand.
Then onto the bag itself... I mean i'm no expert in bags but I can tell you the quality is higher than what I would personally have expected for £22. The materials feel like good quality, long lasting materials and tbh the bag looks exactly like the ones pictured, the stitching looks good the inside lining is soft as to not cause damage to my devices. Even the zips look great and are possibly even waterproof ?
My bag came with two straps, which again I was not expecting, one standard and one with a clip for easier release and just as with the bag the quality feels great to me...
I don't usually post reviews but seeing how much negative feedback this company had I thought it was only fair I shared my experience too. Not sure if people before were just unlucky or maybe impatient? but yeah my experience was 10/10 I'd definitely buy another product from this company
21 juli 2025
Review zonder uitnodiging
Antwoord van ALPAKA
Hi Goofiegoob,
Thank you so much for taking the time to share your experience—we truly appreciate it!
We're so glad to hear that your Elements Tech Case Mini arrived on time and lived up to your expectations in both quality and design. It’s great to know the materials, functionality, and added straps made a positive impression.
We understand how concerning it can be to see mixed reviews, so your thoughtful and honest feedback means a lot to us and the community. Thanks again for giving us a chance—we’re thrilled to have you as a happy customer and look forward to welcoming you back in the future!
Warm regards,
The ALPAKA Team
Bad Customer Service
Had a poor experience with the customer service wherein they are refusing to provide a VAT Invoice despite charging 20% VAT from customers.
Alpaka are justifying committing Tax frauds by citing internal policies.
1 april 2025
Review zonder uitnodiging
Antwoord van ALPAKA
Hi Manish.
Thanks for your feedback, and we're sorry for the frustration.
Please rest assured that ALPAKA complies with all tax laws, and we do not engage in tax fraud. If VAT was charged, it’s because we’re required to collect it based on your country’s regulations.
At the moment, we’re unable to issue formal VAT invoices due to system limitations, but we’re working on improving this. If you need a breakdown of your order with tax details, feel free to reach out to us at hello@alpakagear.com]—we’ll be happy to help.
Thank you again for your feedback.
Disappointed with Customer Service and…
Disappointed with Customer Service and Shipping – Not Worth It
I had a disappointing experience with this company. A day after I placed my order, the exact same item went on flash sale on Amazon (USA). I contacted customer service to ask for a price match, especially since my package hadn’t even left their warehouse in China. They refused, only offering store credit after I received the item—which felt unreasonable.
Shipping took a full two weeks, which is pretty slow these days.
As for the product: the bag itself is okay, but the strap is extremely cheap and uncomfortable—so much so that I had to order a replacement strap just to be able to use it. Honestly, not worth the hassle or the price.
Wouldn’t recommend based on my experience
14 mei 2025
Review zonder uitnodiging
Antwoord van ALPAKA
Hi Luke,
Thank you for your feedback—though we're sorry to hear your experience didn’t meet expectations.
We understand your frustration regarding the price difference. While we don’t offer price matching with third-party platforms like Amazon, we did offer store credit as a goodwill gesture. We’re sorry this didn’t feel fair from your perspective.
In terms of shipping, our **standard delivery time is 8–15 business days**, and we do our best to meet that window. We understand that waiting can be frustrating and apologize if the transit time felt too long.
We're also sorry to hear the strap didn’t meet your expectations. Your feedback has been noted and passed along to our product team as we continue to improve.
If you're open to it, we’d love the chance to make things right. Please feel free to reach out to us directly at Hello@alpakagear.com.
Thank you again for your honest review.
Great quality, very satisfied
I have bought a small sling bag and zip pouch pro. Very nice products in a durable material. I like the easy magnetic click on/off system in the sling back, original and cool feature.
To be honest im a bit shocked about their general rating in here, my experience with them have been great.
Shipping to Denmark takes a while, but it has been a nice experience both times i have ordered from them.
16 januari 2025
Review zonder uitnodiging
Antwoord van ALPAKA
Hi Christian Hansen,
Thanks so much for the great feedback! We're glad you love the sling bag and Zip Pouch Pro – especially the magnetic click system. It means a lot to hear you've had a positive experience, even with the longer shipping to Denmark.
We truly appreciate your support!
Commande de Bravo xpac et zip cluch…
Commande de Bravo xpac et zip cluch xpac également. Oui livraison lente mais au vu de la où elle arrive c'est normal. Une super qualité de matériaux. Pas de défauts. Juste faire un peu attention aux dimensions qui semble plus grande en photo que dans la réalité. Par contre la capacité est géniale pour une utilisation au quotidien. Une marque je recommande +++.
13 mei 2025
Review zonder uitnodiging
Antwoord van ALPAKA
Hi Gerald,
Thank you so much for your thoughtful review! We truly appreciate your feedback. We’re glad to hear you’re happy with the quality of the materials and that the capacity is perfect for daily use. We also understand the shipping time and appreciate your understanding, given the delivery location.
We’ll definitely take note of your comment about the dimensions in photos, and we’re grateful for your recommendation. Thanks again for your support! We hope you continue to enjoy your ALPAKA gear. 😊
Alpaka Gear: Now You See It, Now You Never Will
Ordered a bag from Alpaka and I’m starting to think it’s made from the rarest material on Earth: pure imagination. The Royal Mail tracking number they gave me is as real as Bigfoot—just vibes, no delivery.
Tried contacting Alpaka directly, but you’ve got a better chance of getting a response from a Magic 8 Ball. Turns out, the only way to make them notice you exist is by publicly roasting them. So here I am, lighting the bonfire.
To whoever runs customer service: maybe try responding to emails before people have to throw hands via a Trustpilot review. And please, for the love of all things fuzzy, don’t bother replying with “We apologise for any inconvenience”. I don’t want corporate limbo-speak. I want my damn bag.
Change your attitude, sharpen up the service, and who knows maybe your gear will stop vanishing into the alpaka dimension.
Until then, I remain: bagless, faithless, and mildly furious.
11 mei 2025
Review zonder uitnodiging
Antwoord van ALPAKA
Hey Matt – definitely not the experience we want you to have, and we hear your frustration loud and clear.
Please reach out to us at [hello@alpakagear.com]
with your order number, and we’ll look into this right away.
We’re here to sort it out and make sure your gear makes it out of the "ALPAKA dimension" and into your hands ASAP.
Appreciate your patience, and looking forward to fixing this for you.
AVOID IF YOU LIVE IN THE U.S
This company has the most horrendous shipping times I’ve ever seen in my life , plus if you have issues with anything you purchased they don’t wanna help you
12 april 2025
Review zonder uitnodiging
Antwoord van ALPAKA
Hello Sammy,
We're truly sorry to hear about your experience and we sincerely apologize for the delays and any frustration you've encountered.
If you’re having any issues with your purchase, please don’t hesitate to reach out to us at hello@alpakagear.com.
Our team is here to help and will do our best to make things right.
We apologize for any inconvenience this may have caused, and we appreciate your understanding.
Poor customer service
I made an order of 3 items during a promotion and the next morning they had cancelled the order due to an internal technical glitch and asked me to re place the order. They did not honor the promotion despite my request. Really poor service!!!
19 april 2025
Review zonder uitnodiging
Antwoord van ALPAKA
Hello Jonathan,
Thank you for getting in touch, and we are sorry to hear about the trouble with your recent order.
We were unfortunately unable to modify your order due to a system glitch and had to cancel it to avoid the risk of sending out the incorrect item, and have you place your order again with us.
However once the promotion has ended we’re unable to offer the same promotional pricing after the offer period has ended.
We hope for your understanding on this and we sincerely apologize for any inconvenience caused.
Do Not Buy
I purchased a wallet on them, it took weeks for them to give me a tracking number and when the did it appear as delivered, the item never arrived and they refuse to give me a refund.
Do Not Buy!
19 april 2025
Review zonder uitnodiging
Antwoord van ALPAKA
Hi Ferran,
Thank you for reaching out.
You placed your order on 19th March, and we fulfilled it on the same day. For UK orders, standard delivery typically takes 10-15 business days, and delivery is handled by Royal Mail. Unfortunately, we don’t have control over Royal Mail’s delivery process.
When you informed us of the lost package, we responded promptly and are currently looking into the situation with our team. Please follow up with us directly via the same email thread, and we’ll continue to assist you.
Thank you for your understanding.
Premium cost, not as waterproof as advertised
Having spent a premium on the Alpaka Elements Backpack on something that was quoted as having waterproof material - I discovered that even in light rain it can leak - as the zips aren't waterproof. Something that Alpaka confirmed wasn't a design fault but a design choice. They offered a waterproof cover almost 12 months ago and after various emails and two customer service tickets - I've been ignored. So I'm left with a premium waterproof backpack that isnt fully waterproof and a customer service team that can't get back to a customer.
9 september 2024
Review zonder uitnodiging
Antwoord van ALPAKA
Hi Mark,
We're really sorry to hear about your experience and the inconvenience this has caused. This definitely isn’t the level of service we aim to provide.
Please contact us at hello@alpakagear.com, and our team will make sure to follow up with you directly from there. We appreciate your patience and look forward to resolving this for you.
I purchased a product from the Alpaka website
I purchased a product from the website, when the product arrived the colour was not as expected as the website images were different to the product in the flesh. I initiated a return process to find out that international customers (i.e. outside the US and Canada have to be sent back to Melbourne, Australia at the customers own expense. In this case the cost of return was more than the product was worth. This is ridiculous and even with a faulty product the customer would be massively out of pocket especially with their more pricey and bulkier items which would cost even more to post back.
My advice is AVOID THIS SHOP and get something similar locally or from retailer who won't rip you off if you need to return or exchange it..!!
1 april 2025
Review zonder uitnodiging
Antwoord van ALPAKA
Hi Tim,
Thank you for your feedback. I understand your frustration. As clearly stated on our website, our return center is located in Melbourne, Australia.
For more details, you can refer to our return policy here:
https://alpakagear.com/pages/returns.
Please note that the item is not considered faulty but rather a color difference. Every screen is unique, just like each one of us. From desktop monitors to mobile displays, the ability to showcase colors varies, influenced not only by the technology but also by individual settings and personal perceptions. Factors such as hue, saturation, and the lighting conditions when a photo is taken can alter how a color appears.
At ALPAKA, we've gone the extra mile to ensure that our product images provide an authentic representation of their actual colors. However, due to the unpredictable nature of screens and individual perception, we cannot guarantee that the color you see on your screen is a perfect match to the product's true color.
We apologize for any inconvenience this may have caused, and we appreciate your understanding.
Make you read the return conditions in…
Make you read the return conditions in total.
27 februari 2025
Review zonder uitnodiging
Antwoord van ALPAKA
Hello Joe,
We completely understand your concerns regarding our return policy, and we are truly sorry for any frustration this may have caused.
Our return policy is in place to ensure fairness and consistency for all our customers.
While we may not be able to adjust the terms of the policy, we are more than happy to assist you.
Should you have any further questions in regards to the return process you may reach out to us at hello@alpakagear.com
I have been using Alpaka gear for more than 4 years
I have been using Alpaka gear for more than 4 years. I love the sensibility in design and workmanship. I have used the 2 liter Flight Bag on a 4 year worldwide travel. I just ordered the Zip Pouch Max V2. This allows me to carry a IPad Mini and everything I need on flights. I have the zip pouch as a wallet, perfect for Europe and coins. One of my favorite things Alpaka does not make any longer, The Wash Pouch. This unit is perfect for 1 bag travel. I would order 2 of these if they ever produce it again. I love their products.
3 maart 2025
Review zonder uitnodiging
Antwoord van ALPAKA
Hello Jeff,
Thank you so much for sharing your wonderful experience with us.
We’re thrilled to hear that you’ve been enjoying the Flight Bag, Zip Pouch Max V2, and the Zip Pouch as a wallet. Your feedback means a lot to us, especially knowing how much you appreciate the design and craftsmanship.
If there’s anything else you need or any other gear you’d like to explore, don’t hesitate to reach out to us at hello@alpakagear.com
DO NOT BUY FROM THIS ALPAKA COMPANY
DO NOT BUY FROM THIS ALPAKA COMPANY !
Their products are the worst (in one word rubbish /garbage )! The customer services a little bit worst !
I’ve got the tactical clips and the sling from these guys and are wrongly designed ! Doesn’t make sense how they made them because are useless !
The sling if you keep you phone inside you CAN NOT lock it …stays flimsy …open !
The clips , the carabiner is the same wrongly designed …one of them I lost it and the other one that you need to attached it to the straps , that clip is loosen .
RUBBISH
DO NOT BUY
There are so many better products on market these days than these craps !
1 december 2024
Review zonder uitnodiging
Antwoord van ALPAKA
Hello Vic,
We sincerely apologize for the issues you've experienced with our products and the frustration this has caused.
Upon checking, we have already taken steps to address the situation:
We have sent a Hub Clip as a replacement for the faulty one you mentioned in December 2024.
As for the Modular Sling V2 which we are offering as a replacement, we have reached out to confirm your shipping details and color preference. Once we receive that information, we'll ship out your replacement as soon as it's ready.
We value your feedback and are committed to ensuring a better experience with our products. Please don't hesitate to reach out to us at hello@alpakagear.com if you have any further questions or concerns.
bon produit
sacoche (go sling) de belle qualité et pratique. Livraison pas excessivement lente en France.
J'ai également commande des petits carnets mais la qualité du papier est mauvaise, très fin et transparent et la couverture est fragile, je ne recommande pas surtout pour leur prix.
11 februari 2025
Review zonder uitnodiging
Antwoord van ALPAKA
Hi Clement,
Thank you for your feedback. We're glad to hear that you're satisfied with the quality and practicality of the Go Sling. However, we’re sorry to hear about your disappointment with the notebooks. We take your comments regarding the paper quality and the cover very seriously and will forward them to our production team.
We appreciate your valuable feedback and hope you continue to enjoy our products. If you have any further questions or concerns, feel free to reach out.
Terrible Customer Service, Shipping Issues, and Inadequate Resolution
I am deeply disappointed with my recent experience with ALPAKA, a company I previously trusted and had spent several hundreds of dollars with. This review details a series of issues that demonstrate their poor customer service and shipping practices.
After my original order was severely delayed beyond their promised 8-12 business day delivery window, I was forced to place a second, expedited shipping order ($40 extra for <5 business day delivery) on December 20th, 2024 for the same item. Just 7 minutes after placing the order, I emailed their support team requesting cancellation. Despite the immediate notification and the fact that UPS hadn't even received the package yet (as evidenced by tracking), they refused to cancel it, claiming it had "already been processed and shipped."
The order, which was time-sensitive and meant to be delivered to a temporary address in Orlando (where the recipient would only be until January 4th), wasn't delivered until January 6th - a full 17 days after ordering, well outside their promised delivery window even for standard shipping, let alone expedited. This massive delay rendered the $158.69 order completely useless, as the recipient had already left the delivery address.
When I brought this to their attention, their solution was to offer a $20 gift card for future purchases - not even half the cost of the wasted expedited shipping, let alone the total order value. This inadequate response came without any consultation about what would make the situation right.
The company's response to my request for a full refund was to direct me to their returns portal - completely ignoring the fact that I can't even access the package to return it, as it was delivered to an address I no longer have access to. The entire order value of $158.69 is essentially lost.
This experience revealed several critical issues with ALPAKA:
1. They won't honor cancellation requests even minutes after ordering
2. Their shipping promises are consistently unreliable for both standard and expedited shipping
3. They forced me to pay twice for the same item due to their shipping delays
3. Their customer service team lacks the authority or willingness to properly remedy serious issues
4. They show little regard for loyal customers who have spent hundreds with their brand
I've now been forced to consider filing a bank dispute and pursuing this through small claims court or consumer arbitration. Save yourself the headache and shop elsewhere - this company's customer service has deteriorated significantly.
Customer Service Representative: Eshia
Order Date: December 20, 2024
Delivery Date: January 6, 2025
Order Value: $158.69 (including $40 expedited shipping)
10 januari 2025
Review zonder uitnodiging
Antwoord van ALPAKA
Hello A F
We sincerely apologize for the inconvenience and frustration you've experienced with your recent order. We truly value your loyalty as a customer and deeply regret that your experience did not meet the high standards we strive for.
We understand how upsetting the delays and the lack of proper resolution must have been, especially considering the time-sensitive nature of the order. We also acknowledge the miscommunication regarding the cancellation request.
To make things right, a full refund for your order has already been processed including the expedited shipping fee for the order.
You should see the refund reflected in your account shortly.
Again, we truly apologize for the trouble this has caused and appreciate your feedback, as it helps us improve our services.
Non inpressive merch at a steep return…
Non inpressive merch at a steep return fee. Almost 5 bucks fee for a 35 dollars merch.
6 januari 2025
Review zonder uitnodiging
Antwoord van ALPAKA
Hi Renan,
Thank you for reaching out. We understand your frustration regarding the return fee, and we truly appreciate your feedback.
As outlined in our **Return Policy**, customers are responsible for the cost of returning products to us. The return fee helps cover the processing and handling costs, which is why it's charged when items are returned. Unfortunately, shipping costs, including return shipping, are non-refundable unless the return is due to a warranty defect.
We want to ensure that you’re satisfied with your experience, so if there’s any issue with the product or if you believe it doesn’t meet our quality standards, please don’t hesitate to let us know. We’re happy to help with any specific concerns.
We hope this clarifies our return process, and if you have any further questions or need assistance, we’re here to help.
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