The online store alpacanord.eu (hereinafter the Online Store) is owned by Nordestal OÜ (registry code 16507971), located at Juhtme tn 27-2, Peetri alevik, Rae vald, Harjumaa 10112, Estonia.
Validity of the sales contract, product and price information
These terms of sale apply to purchases of goods from the Online Store.
The prices of the products sold in the Online Store are indicated next to the products. A delivery fee is added to the price. All prices of goods sold in the online store are in euros.
The delivery fee depends on the buyer's location and the chosen delivery method. The delivery fee is displayed to the buyer when placing the order.
Information about the goods is provided in the Online Store directly next to the goods.
Placing an order
To order goods, add the desired products to the shopping cart. To place the order, fill in the required data fields and choose a suitable delivery method. The amount payable is then displayed on the screen and can be paid securely through the following payment methods:
- Bank links of the major banks operating in Estonia and the Baltics
- Card payments (Visa and Mastercard)
- Apple Pay
- Google Pay
NB! When paying via bank link, be sure to click the button “Back to merchant” on the bank's page.
Payments are processed by LHV. Payment takes place outside the Online Store in a secure environment: for bank link payments in the secure environment of the respective bank and for card, Apple Pay and Google Pay payments on LHV's secure payment page. The seller has no access to the customer's bank or credit card details. The contract enters into force once the amount payable has been received in the Online Store's bank account.
The owner of the Online Store is the controller of personal data and forwards the personal data necessary for making payments to the authorised processor AS LHV Pank.
If the ordered goods cannot be delivered because they are out of stock or for any other reason, the buyer will be notified as soon as possible and the money paid (including the delivery costs) will be refunded without delay, but no later than within 14 days of sending the notice.
Delivery
Goods are shipped to the following countries: Estonia, Latvia, Lithuania, Finland, Sweden and Denmark.
The buyer can choose delivery to a parcel locker or by courier. Shipments are arranged through Shipit24 OÜ with its partner carriers (e.g. Omniva, SmartPosti, DPD); the available options and prices are shown at checkout.
The shipping costs are borne by the buyer, and the relevant price information is displayed next to the shipping method.
Shipments within Estonia generally reach the destination specified by the buyer within 2–6 business days, and shipments abroad within 3–10 business days, of the sales contract entering into force.
In exceptional cases, the goods may be delivered within up to 45 calendar days.
Right of withdrawal
After receiving the order, the buyer has the right to withdraw from the contract concluded in the e-store within 14 days.
The right of withdrawal does not apply if the buyer is a legal person.
To exercise the 14 days' right of withdrawal, the ordered goods may not be used in any way other than is necessary to ascertain the nature, characteristics and functioning of the goods, in the manner permitted for testing goods in a physical store.
If the goods have been used for any purpose other than is necessary to ascertain their nature, characteristics and functioning, or if they show signs of use or wear, the Online Store has the right to reduce the refundable amount in accordance with the decrease in the value of the goods.
To return the goods, submit a withdrawal application, the form of which can be found here: (application), and send it to the e-mail address info@alpacanord.eu no later than within 14 days of receiving the goods.
The costs of returning the goods are borne by the buyer, unless the reason for the return is that the product to be returned does not correspond to what was ordered (e.g. a wrong or defective product).
The buyer must return the goods within 14 days of submitting the application or provide proof that they have handed the goods over to a carrier within the aforementioned period.
Upon receiving the returned goods, the Online Store will refund to the buyer, without delay but no later than 14 days after receiving the withdrawal application, all fees received from the buyer under the contract.
The Online Store may withhold refunds until it has received the item that is the object of the contract or until the buyer has provided proof of having sent the item back, whichever occurs first.
If the buyer has expressly chosen a delivery method other than the cheapest usual delivery method offered by the Online Store, the Online Store is not required to refund the consumer the cost exceeding the cost of the usual delivery method.
The Online Store has the right to withdraw from the sales transaction and reclaim the goods from the buyer if the price of the goods in the online store has, due to an error, been marked significantly below the market price of the goods.
Right to file a complaint
The Online Store is liable for the non-conformity of the goods sold to the buyer with the contract terms or for a defect that already existed at the time of delivery and that becomes apparent within two years of the delivery of the goods to the buyer. During the first year after delivery, it is presumed that the defect already existed at the time of delivery. Rebutting this presumption is the responsibility of the Online Store.
If a defect appears, the buyer has the right to contact the online store no later than within two months by sending an e-mail to info@alpacanord.eu or calling +372 5475 0722.
The Online Store is not liable for defects that have arisen after the delivery of the goods to the buyer.
If goods purchased from the Online Store have defects for which the Online Store is liable, the Online Store will repair or replace the defective goods. If the goods cannot be repaired or replaced, the Online Store will refund to the buyer all fees associated with the sales contract.
The Online Store will respond to a consumer's complaint in writing or in a form that can be reproduced in writing within 15 days.
Direct marketing and processing of personal data
The Online Store uses the personal data entered by the buyer only for processing the order and sending the goods to the buyer. The Online Store forwards personal data to companies providing transport services in order to deliver the goods.
The Online Store sends newsletters and offers to the buyer's e-mail address only if the buyer has expressed the wish to receive them by entering their e-mail address on the website and indicating their desire to receive direct marketing messages.
The buyer can opt out of offers and newsletters sent by e-mail at any time by letting us know by e-mail or by following the instructions in an e-mail containing an offer.
Resolution of disputes
If the buyer has any complaints regarding the Online Store, they should be sent to the e-mail address info@alpacanord.eu or communicated by calling +372 5475 0722.
If the buyer and the Online Store cannot resolve the dispute by agreement, the buyer may turn to the Consumer Disputes Committee. The procedural rules are available and an application can be submitted here. The Consumer Disputes Committee is competent to resolve disputes arising from the contract concluded between the buyer and the Online Store. The review of the buyer's complaint by the committee is free of charge.
The buyer may also turn to the European Union's online dispute resolution platform.