Giulio P.
EU Consumer rights ignored / Diritti dei consumatori UE calpestati
ENGLISH VERSION To be clear: this 1-star rating is not a reflection of the product's quality, but a direct consequence of unacceptable order management and a lack of proper consumer support. Looking at other reviews, it is evident that my experience is part of a recurring pattern rather than an isolated incident. I placed an order on Friday, Jan 9th (9:56 PM). On Saturday, Jan 10th (7:21 PM), less than 24 hours later, I sent a formal cancellation request. I was told it was too late as the order had "already shipped." However, there is a major logistical inconsistency: Saturday evening in Italy is Sunday, 5:21 AM in Melbourne (or 2:21 AM in China). It is standard industry knowledge that international couriers do not process or collect shipments at those hours on a Sunday morning. This suggests a failure to honor a timely cancellation, resulting in a forced purchase. Furthermore, ALPAKA collects 22% Italian VAT at checkout (IOSS system), yet fails to provide a viable return solution for the EU market. Requiring a return to Australia at a cost of over €50 for a €76 item (+ taxes) creates a prohibitive financial barrier that effectively denies the legal right of withdrawal. If a brand acts as a tax collector in the EU, it should respect EU consumer protections. I strongly advise European customers to be aware of these barriers before purchasing. ---- VERSIONE ITALIANA Questa valutazione a una stella non riguarda la qualità del prodotto, ma esclusivamente la gestione dell'ordine e le politiche di supporto, che ritengo non conformi agli standard di tutela del consumatore. Leggendo le altre testimonianze, è chiaro che la mia esperienza non è un caso isolato. Ho ordinato una borsa venerdì 9 gennaio (ore 21:56). Sabato 10 gennaio (ore 19:21), meno di 24 ore dopo, ho richiesto l’annullamento. Mi è stato risposto che non era possibile perché l'ordine risultava "già spedito". Sussiste però un'evidente incoerenza logistica: il sabato sera italiano corrisponde alla notte fonda di domenica in Asia/Australia (tra le 02:21 e le 05:21 del mattino). È oggettivamente improbabile che un corriere internazionale effettui ritiri in quelle ore di domenica. Questa gestione ha di fatto trasformato un acquisto annullabile in un obbligo d'acquisto forzato. Inoltre, ALPAKA riscuote l'IVA italiana al 22% (regime IOSS), ma non fornisce una soluzione di reso sostenibile in Europa. Per restituire l'articolo, viene imposto l'invio in Australia con costi superiori ai 50-60€ per un bene da 76€ (+ tasse). Tale politica costituisce un onere sproporzionato che annulla il diritto di recesso garantito dalle normative europee sotto le quali l'azienda opera riscuotendo le tasse locali. Fortemente sconsigliato agli acquirenti UE. UPDATE after ALPAKA's reply: I take note of your reply, which however confirms the reported logistical inconsistencies. You state that the order was shipped on January 10th at 7:56 PM and that my request arrived on January 11th at 2:21 AM. I noticed that in your response you intentionally avoid mentioning the days of the week to mask the fact that these occurred on a Saturday night and a Sunday morning respectively. It is a fact that no international courier physically collects goods on Saturday nights or Sunday mornings: a label is generated, but the parcel remains in the warehouse. Refusing a cancellation that arrived a few hours after a label was created during the weekend, just to force a sale, is a short-sighted business choice that is damaging to your brand's image, which already has a low average on this platform. As a professional who sells his own work, I would never dream of sacrificing a customer's satisfaction and global reputation for the negligible cost of a return label. It is not an economic issue related to the money spent, but a matter of principle: one cannot benefit from the EU market by collecting VAT and then trample on its consumer protection laws. I am writing this update to prevent other European citizens from making the same mistake. Management should reflect on how support is compromising the company's image for an insignificant value.
Response from ALPAKAFeb 26, 2026
Hi Giulio, Thank you for sharing your feedback. We’re sorry to hear about your experience and would like to clarify the timeline for transparency. Order timeline (warehouse processing time): Order placed: 10 Jan, 7:56 AM Order shipped: 10 Jan, 7:56 PM (same day) Cancellation request received: 11 Jan, 2:21 AM As the order had already been processed and dispatched by our warehouse on the same day it was placed, we were unfortunately unable to stop the shipment when your cancellation request came through. Once an order has been fulfilled and handed over for dispatch, it cannot be recalled. Regarding VAT, we collect EU VAT via the IOSS system to ensure smoother customs clearance and avoid additional charges upon delivery. Return shipping costs, however, are not included and are outlined in our return policy. We understand that international returns can be costly, and we appreciate your feedback on this matter. We value all customer feedback and are continuously working to improve our processes. If you would like to discuss this further, please feel free to contact our support team directly.