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.
ALPAKA (alpakagear.com) has 109 customer reviews on Five Star Index, with an average rating of 2.3 out of 5.
Also known as
alpakagear.com
Website
alpakagear.com
Category
Accessories
Location
Dover, Delaware
Listed on Five Star Index
2026
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The company replied to 100% of reviews.
Latest
Most recent review: October 2026.
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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.
Response from ALPAKAJun 7, 2025
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 [email protected]]—we’ll be happy to help.
Thank you again for your feedback.
LB
luke B.
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
Response from ALPAKAJun 7, 2025
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 [email protected].
Thank you again for your honest review.
MA
Matt
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.
Response from ALPAKAMay 13, 2025
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 [[email protected]]
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.
SK
Sammy K.
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
Response from ALPAKAApr 29, 2025
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 [email protected].
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.
JA
Jonathan A.
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!!!
Response from ALPAKAApr 22, 2025
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.
FR
ferran R.
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!
Response from ALPAKAApr 21, 2025
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.
MA
Mark
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.
Response from ALPAKAApr 21, 2025
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 [email protected], 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.
TC
Tim C.
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..!!
Response from ALPAKAApr 2, 2025
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.
