Frequently Asked Questions
Find quick answers to common questions about buying authentic Andean art, payment methods, delivery guarantees, and artisan craftsmanship.
Orders & Payments
What payment methods do you accept?
Online checkout currently accepts major credit and debit cards (Visa, Mastercard, American Express) for delivery within Peru. For other destinations, please contact our team before ordering.
Can I receive an electronic invoice (Factura) with RUC?
Yes, during checkout you can select between Electronic Receipt (Boleta) or Invoice (Factura) by providing your company RUC and business name.
Is my payment secure?
At checkout, your payment is handled by the available payment provider. Review the payment methods shown before confirming your order, and contact our team if you need assistance.
Shipping & Delivery
How long will it take for my piece to arrive?
Delivery times depend on the destination, the work’s availability and its preparation. Check Shipping & Returns for current estimates for Lima and other Peruvian regions; international delivery requires a destination-specific estimate.
How can I track my shipment?
Once a tracking reference is available, we can share the carrier and tracking details provided for your order. You can also contact our team with your order number.
Do you ship fragile items safely?
We choose protective packaging based on each work’s size and fragility. If you need information about shipping protection or coverage for a specific destination, contact us before ordering.
Documentation & Makers
What information accompanies my work?
The Allpa Passport gives each registered physical piece its own Allpa ID and brings together its documented craft, cultural context and provenance. Where maker or workshop evidence is missing, we say so clearly. An issued purchase certificate has a separate lookup code.
Where can I find my Passport or certificate?
Your collection displays Passports associated with your registered pieces. If you received a certificate, look it up with the code printed on that document; it is different from the work’s Allpa ID.
Why do pieces vary slightly from the pictures?
Handcrafting may produce subtle variations in texture, finish or color. The materials and techniques depend on the particular work and should be consulted in its documentation.
Can I request a custom handcrafted piece?
Yes! We collaborate directly with master artisans to create custom retablos, woven blankets, or corporate gifts. Contact us through our custom request page.
Returns & Complaints
What happens if a piece arrives damaged?
Please contact us within the period specified in our current terms if your work arrives damaged or differs from its description. Keep the packaging and share photos if possible to help us review a replacement or refund.
How can I file a formal complaint?
In compliance with Peruvian consumer protection laws, you can file a formal complaint or claim via our virtual Complaints Book (Libro de Reclamaciones).