FAQs

Arawi for the Andes, founded in 2024 by Félix St-Hilaire (CAN), Daniela Zilbert (PER), Lena Barrientos (PER), and Andean Exchange S.A.C (PER), is a certified NGO dedicated to supporting communities in Peru's provinces. We focus on providing easier access to education, healthcare, and improved infrastructure for communities often overlooked by the Peruvian government in favor of touristic and business areas. Our mission is to enhance their quality of life, as these communities and their artistic talents are the heart of Arawi - Alpaca de los Andes. Without them, we cannot showcase the wonders of Peru to the world. Learn about our project here.

10% of Arawi's profits are donated to Arawi for the Andes (the maximum allowed by law), so we strongly encourage our customers to support this cause even further.

For more details, please visit our dedicated section on the website. Click here to learn more.

Yes, we can help you produce your own alpaca clothing brand! We offer comprehensive services, including brand design with a professional fashion designer. We will accompany you throughout the entire process, from brainstorming and developing general ideas to the conception and importation of your clothing line.

For more details, please visit our dedicated section on the website. Click here to learn more.

Yes, we can definitely help you! We offer competitive export services for large quantities of our products at the best prices on the market. We handle the entire process, ensuring that your order arrives at your destination smoothly.

For more details, please visit our dedicated section on the website. Click here to learn more.

Items purchased from the Online Store will be delivered using the international services of Serpost, Peru's national postal service.

Items purchased directly from us through our wholesale services will be shipped via an accredited exporter. The price will be personalized and vary with order quantity, generally offering a lower price per item.

Considerations

Arawi is not responsible, under any circumstances, for any issues that may arise from the delivery services provided by external suppliers.

Additionally, in the exceptional case that the products purchased by the Customer are out of stock, an email will be sent to inform them of the situation. The Customer will then have the option to cancel the order or place a new one through the Platform.

• Sent within Peru: 25 soles per order.
• Sent within Peru (express): 30 soles per order.
• International Shipping: Variable per country.

At Arawi, we are committed to ensuring our customers' complete satisfaction throughout their shopping experience. Therefore, we guarantee that if a customer is not satisfied with their purchase, they can exchange it without any hassle.

GENERAL CONDITIONS

Product exchanges will be accepted under the following circumstances:

1. Quality Issues (company responsibility): Includes issues such as color loss, seam breakage, etc.
2. Other Issues (not the company's responsibility): Involves unintentional customer errors in choosing the type of garment, such as size, color, or model.

The exchange will be viable provided the following conditions are met:

• The original documentation (receipt/invoice) must be presented. This is essential to request an exchange.
• The customer must present the product in its entirety, as it was delivered at the time of purchase, including all elements such as tags, accessories, packaging, etc. The product must be in perfect condition, without any signs of use, and it must be sent at the customer’s expense to our warehouse located at Avenida Infancia 560, Wanchaq - Cuzco, Peru.

In all cases, Arawi reserves the right to accept or reject any exchange requests, depending on the specifics of the case and the condition of the product after the quality control inspection.

Accuracy of the information provided in the exchange request is required.

For the purposes of this policy, a return is defined as a customer's request to return a product in exchange for a refund of the amount paid, excluding the initial delivery fee.

Customers may request a refund, but all requests must go through an approval process by Andean Exchange S.A.C.

Considerations:

1. The customer must submit a formal request via email to contact@andeanxchange.com, including a photo of the products and detailing the reason for the request.

2. The customer must return the product in its entirety, as it was delivered at the time of purchase, including all elements such as tags, accessories, packaging, etc.

3. Once the request has been approved, the customer must return the product(s) in perfect condition and without any signs of use or damage. The return shipment must be made at the customer's expense to our warehouse in Cuzco, labeled as follows:

Consignee: Andean Exchange S.A.C. – ECOMMERCE
Address: Infancia 560, Wanchaq, Cusco, 08002, Peru.
Contact Person: Félix St-Hilaire, CE: 005718466

4. The refund process will be initiated by Andean Exchange S.A.C. within 4 business days of approval. The refund will be reflected in the customer's account within 15 to 30 business days after the request, depending on the customer's bank.

1. Personal Data Protection

Andean Exchange S.A.C. is committed to complying with all applicable laws and regulations regarding personal data protection. When collecting, processing, and storing Users' personal data, Andean Exchange S.A.C. will implement appropriate measures to ensure their security and privacy.

2. Cryptographic Controls

Andean Exchange S.A.C. will use SSL security certificates to protect the security of information created, processed, stored, transmitted, or managed by its business processes.

3. Asset Management and Access Control

Andean Exchange S.A.C. will manage its business processes to ensure security using authentication methods to guarantee that only authorized personnel have access to Users' personal and financial information. Additionally, Andean Exchange S.A.C. will protect this information from threats posed by the personnel managing it.

4. Operational Security

Andean Exchange S.A.C. has implemented and operates the "Mercado Pago" payment gateway to safeguard all information created, processed, stored, and transmitted during User transactions. "Mercado Pago" complies with the Payment Card Industry Data Security Standard (PCI DSS) and employs security measures to protect Users' credit and debit card information. Andean Exchange S.A.C. does not store Users' card data on our servers.

5. Telecommunications Security

Andean Exchange S.A.C. will manage its business processes to ensure the security of technological resources and data networks. Additionally, Andean Exchange S.A.C. conducts security evaluations and tests (Persistent Ethical Hacking) to ensure the integrity of our systems and protect them against unauthorized access.

Andean Exchange S.A.C. is committed to ensuring the protection of information with the firm goal of minimizing the impact on its assets by timely identifying risks. We aim to operate at an acceptable level of exposure to ensure the integrity, confidentiality, and availability of information. We commit to informing affected Users within a reasonable timeframe, in accordance with applicable laws and regulations.

2. MANAGEMENT COMMITMENT

Andean Exchange S.A.C. will ensure compliance with established legal, regulatory, and contractual obligations.

For any inquiries related to products you have purchased, questions about our products in general, or requests for personalized designs, please contact us at:

Email: contact@andeanxchange.com

For sales and wholesaling inquiries, please reach out to us via:

Email: sales@andeanxchange.com

For all other business inquiries, you can contact us at:

Email: admin@andeanxchange.com

We look forward to assisting you with your needs.