Very awful. A massive disappointment with their customer service. I bought a few pieces from them so this is not just a random review. I bought the 2L flow satchel and when I received it I realized ho... See more
Company replied
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Review summary
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Reviews shaping this summary
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 ord... See more
Company replied
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... See more
Company replied
Order #598285 : J’ai acheté une sacoche à 60 € sur le site européen d’Alpaka Gear depuis la France. Erreur de taille, je souhaite la renvoyer pour échange ou remboursement. Résultat : on m... See more
Company replied
Company details
Written by the company
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.
Contact info
8 The Green, STE A, 19901, Dover, United States
- hello@alpakagear.com
- alpakagear.com
2.4
Poor
110 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 95% of negative reviews
Typically replies within 24 hours
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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
Unprompted review
Reply from 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
Unprompted review
Reply from 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
Unprompted review
Reply from 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
Unprompted review
Reply from 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.
Reply from 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
Unprompted review
Reply from 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
Unprompted review
Reply from 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
Unprompted review
Reply from 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
Unprompted review
Reply from 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
Unprompted review
Reply from 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 October 2025
Unprompted review
Reply from 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
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 October 2025
Unprompted review
Reply from 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
Unprompted review
Reply from 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
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 August 2025
Unprompted review
Reply from 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 July 2025
Unprompted review
Reply from 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
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 July 2025
Unprompted review
Reply from 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
Unprompted review
Reply from 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 May 2025
Unprompted review
Reply from 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 January 2025
Unprompted review
Reply from 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!
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 May 2025
Unprompted review
Reply from 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.
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