FAQ - HELP

FAQ is an acronym for "Frequently Asked Question(s)". The term refers to listed questions and answers, all supposed to be frequently asked in some context, and pertaining to a particular topic.  Depending on usage, the term may refer specifically to a single frequently asked question, or to an assembled list of many questions and their answers.

The Incastreasures website and our efficient service should put a smile on your face and give you more time to be out there doing what you love doing. Also we are a friend that you can rely on when a perfect gift is needed. If you have any concerns or questions please feel free to email us anytime.

FAQ - Content:

Products
When Ordering
Shipping
Delivery and Postage
Exchange and refunds
Personal Information
Extra Info

Canceling or Modyfing an order
Product Care
Cleaning Instructions
Special order items

Products

Do you kill Alpacas for their skins??
No, never! We do not kill alpacas. No only every associated alpaca farmer would consider this a capital crime, but it would not make economical sense either. Every Alpaca will render more monetary benefit as a fiber provider, just in one single year! Then, you must take into account that Alpacas reproduce every year, faithfully, producing very valuable new members to any Alpaca farm. It would not make a lot of sense to kill them for rugs!

Can you gift-wrap my item?
Many of our items come with our standard gift wrap, free of charge. If the item will be gift-wrapped, please let us know and we will prepare it for you, however it will delay the delivery one day, you can even add a special message that will be handwritten. We are happy to provide you with a unique gift for that special person.
 

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When Ordering:

How to order?
Check out the products online. When you find something that you like it you can add it to your shopping basket – you can add as many items to your basket as you need. Once you have finished shopping simply ‘go to checkout’. This area of the site is secure, you can enter your personal and payment details without any worries about your details going anywhere they shouldn't. The rest is up to us , we will put all our love and effort in your order, you are very special to us, and we are very grateful that you like our Peruvian art and can enjoy the treasures of the Incas.

How can I pay ?
Our accepted payment methods are the following: Credit Cards (Visa, Mastercard, American Express , Discover and many others), Paypal , and Western Union or Money Gram, in some special cases. We have chosen 2checkout as a business partner to process credit card and paypal payment as a authorized retailer of INCASTREASURES. You will be connected to their own secure server when making payment - 100% guaranteed. All prices are in American Dollars. If your account is in another currency the system we will do the exchange from your currency to American Dollars.

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Shipping

Important:
In Christmas Season deliveries might have delays as high volume of Postal Service orders.

What if my item is faulty on delivery?
In the unlikely event you receive your goods broken, or in torn condition please complete the returns procedure stating exactly what the fault is, also attach us in an email a picture from the same day the product is received. We won’t be responsible nor refund or Exchange the products if your national postal service damaged the package. Please also inform us if you want a refund or replacement and we will contact you , if you wish you can send it back (we won’t provide return postage fees) and we will send you the product that you order by Regular Air Mail.

Can I change my shipping address?
Of course! Please email us in our contact us section and we will amend your details immediately and send confirmation of the change. You only have 3 days from the day you purchase the goods.

I realized I wrote a wrong shipping address and didn’t get my order? Can I get refund?
No, please take your time to be precise when writing your shipping address. Be sure to indicate the correct mailing address when you are filling out your order form. We won’t refund your payment if you write a wrong shipping address. INCASTREASURES is not responsible for items that have not been received due to an incorrect address or change of address.

How will my order be delivered?
We dispatch smaller items (from 0.01 to 2.00 kg) 1st class Air Mail, and larger items (up to 2 kg) with Regular Air Mail with a next-day courier service. Please note that goods will need to be signed for, so we recommend where possible to supply your work/daytime address for delivery. A card will be left if delivery cannot be made informing you how to collect your item(s).

Refused, Unclaimed and Returned Shipments

Please note that the customer will be responsible for any duty/VAT/import charges on refused or unclaimed shipments, in addition to return shipping costs. Shipping costs are not refundable on refused or unclaimed shipments.

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Delivery and Postage:

We do our best to keep the website up to date with our stock levels, but sometimes a high demand on some products makes our artisans out of time. Only in this rare situation, we will make contact to advise of a new despatch date.

Another factor is the type of product you have ordered. In some cases, particularly with larger or more expensive items, it could take somewhat longer for the artisans to produce the item for shipping. Finally, because the items listed on INCAS TREASURES are handmade and are not stored in warehouses (all are brand new made for you),  this can present delays in the shipment of an order

All your retail products are Free Shipping?
Yes, we currently offer free shipping for all our retail orders worldwide. For wholesalers we apply different conditions , with great discount by even small amounts.

Are your shipments insured? Do I need to submit additional funds for insurance?
All of our shipments are insured. You do not need to submit additional funds for insurance, as this is included in our shipping fee.

Do you ship to PO Boxes?
Yes.If after sometime your order return  to us unclaimed we won’t refund your payment.

Do I have to pay Import Taxes and Duties?

Incastreasures is located in Lima, Peru and we don't add taxes, VAT, or other hidden charges to the price of your order. There is no sale tax or customs duties imposed by Peruvian government. Customers do not have to pay any sale tax when shopping from our website

It's important to know that in some cases customs might require import duties on delivery. Recipients are responsible for any additional charges for customs clearance. Incastreasures.com doesn't provide the service of arranging customs clearance and paying duties, fees and other charges to the customs and other public authorities. As we have no control over the imposition of these customs or import duties and cannot predict if any duties there will be. If the package is detained by your country’s customs office when the item arrives in, customers are responsible for import duties, tariffs and taxes.

Although the possibility of the packages being detained by customs is almost Zero, we strongly suggest that you’d better know your import policy before shopping from us. It is customers’ business to handle the customs duties. And you are responsible for assuring that the product can be lawfully imported to the destination country. Incastreasures is not responsible for any charges about tax or customs duties.

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Exchange and refunds

Please realize that being handmade products most of them, designs and colors can vary slightly from the pictures.

What is Incastreasures policy on returns?
We we want you to be completely satisfied with your purchases and to be happy to get a piece of Incas Culture at your hands. We offer you extremely high quality products and extraordinary customer service. We provide you with many pictures so you can be sure what product you will get when you buy, if you want more information of the product don’t hesitate to contact us, we will be glad to answer your questions.

What is your Exchanges and Refunds policy?
If you don’t like the product we can’t exchange it ,is not in our policy. However we can allow refund or exchange in the unlikely event you receive your goods broken, or in torn condition, or is the wrong color please complete the returns procedure stating exactly what the fault is, also attach us in an email a picture from the same day the product is received.

We won’t be responsible nor refund or Exchange the products if your national postal service damaged the package. Please also inform us if you want a refund or replacement and we will contact you , if you wish you can send it back (we won’t provide return postage fees) and we will send you the product that you order by Regular Air Mail. DON’T FORGET TO send it back to us unused and with original packaging within 30 days. No refunds will be available after the 30-day period (since you received your order) has expired.

Refunds will not be available if the returned products have been damaged or altered in any way before arriving to Incastreasures office, where the package must be sent.

No refunds or returns on custom orders.

All requests will be processed after our returns department inspects and verifies the condition of the item. Returns take approximately five business days to process upon receipt of the item

As a safeguard against potential abuse, INCAS TREASURES reserves the right to deny a refund to anyone who has made what we determine to be excessive returns.
Exchange and return policies are subject to change without notice.

Do you have any Warranties?
If something you buy from us is faulty or breaks when it shouldn’t, you can send it back to us ( we won’t provide the postage) and explain what the problem is and we either refund or replace the item .Please follow our policy above.

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Personal information

Personal details
Any details you provide to us when purchasing products or suscribing to our newsletter will be kept confidential and will not be passed on to third parties. We use the information you provide to allow us to process your orders. we won’t share your email with anybody.

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Extra Info

I am an artisan and I have  an item or work of art I believe I would like to offer to Incastreasures Can I contact you?
Please note that we work only with Peruvian artisans.  Please contact us giving you any contact information and we will contact you in order to see if you can join our Incastreasures family.

I'm interested in ordering a large quantity of a certain item you have listed -- do you offer wholesale pricing?
Certain items may be available at wholesale prices for approved retailers only. Please contact us if you would like further information. Please contact our wholesale department here.

Do you have any stores, showrooms, or retail outlets?
No, Our items ship directly from our main office in Lima , where we packed the products from our artisans.

What is your policy on fair trade and the payment of artisans?

The purpose of is to create a revolutionary system through which the artists and artisans of Peru can display their fine works to a global audience of prospective customers. We don't charge artists any fees for listing their items on the website. They remain fully independent--they are free to raise their prices, lower their prices, or remove their items from our website. This way you get original products and the artisans can get the most out of each and every transaction.

I have another question that isn't covered in your FAQs.
You can contact anytime ,  in https://www.incastreasures.com/contact-us.htm

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Canceling or Modyfing an Order

Once you have placed an order, the request is promptly sent to our staff of gifted artisans from which you have ordered. Therefore, it is generally not possible to cancel or modify an order once it has been submitted. However, if your order has not yet been shipped and you need to cancel or modify it, please contact us and we will determine if it will be possible to stop the fulfillment of the order. Please note that no order may be canceled or modified once it has been shipped.

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Product Care

How can I clean, or wash my product?
Please read care instructions :

Alpaca Fibre Care and Washing Instructions
Woven alpaca products should be dry cleaned. Knit ware can be hand washed.
When washing natural fibre products, do not agitate as this causes matting, felting and shrinking. Temperature control is necessary. Changing from hot to cold can cause felting and shrinking. Washing in hot water is fine as long as you do not rinse in cold water. Never put natural fibres in a dryer unless felting is the desired result.
If you wish to dry clean items, then consistently dry-clean. Do not use both methods.

WASHING INSTRUCTIONS

1. Fill machine with warm water and soap.
2. Agitate the water to dissolve soap.
3. Stop the machine and add item.
4. Plunge gently up and down by hand for several minutes.
5. Let soak for 15-20 minutes.
6. Gently rinse by hand.
7. Remove item. Repeat process and add fabric softener if desired.
8. Lay flat to dry.

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Special order items

If you enjoy the originality and quality of Incastreasures artisans work and have an idea for a new product, we'd be happy to help you make it happen. As designers, we work directly with talented Peruvian artists who handcraft our original collection . We offer you the opportunity to challenge our artists to create a unique product .

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