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Frequently Asked Questions (FAQ)

Frequently asked questions

Where are your delivery areas?
At the moment, Alpakas is available in Berlin. Discover all the delivery zones we deliver to here.

We don't deliver to you area yet?
Register here and we will notify you as soon as we start delivering to you.

At what times do you take in deliveries?
We deliver from Mondays to Saturdays. You can book your delivery slot for the same day or up to 7 days in advance. You can select a delivery day and time slot at check-out.

Our delivery times:
Berlin City Center

Mondays: 14:00-21:00

Tuesdays–Fridays: 10:00–21:00

Saturdays: 9:00-19:00

From Monday to Friday you can order until 16:00 and receive your order on the same day. On Saturdays, you can place orders until 14:00.

💡 Delivery times may vary if your delivery zone is not located in the city center. For more details on our delivery slots visit the Alpakas app or send us an email: contact@alpakas.app.

How can I schedule my delivery time?
At check-out you can select a suitable day and time slot in which your order will be delivered to the address you specified. A delivery slot lasts 2 hours because we are planning efficient routes for our riders to cover multiple deliveries. We will give you an estimated time of arrival via SMS and Push Notification (if enabled). In case a delivery slot is marked in grey at checkout, it is already fully booked. Simply choose the next delivery slot that suits you best.

I am not at home at the agreed delivery time. What now?
You can contact us via email (contact@alpakas.app) up to 12 hours before the booked delivery time and postpone the delivery date.

Is the delivery free of charge?
The delivery is free of charge for orders over 29 €. A delivery fee of 3,90 € applies on orders below 29 €.

Is the delivery to my home environmentally friendly?
Yes! Alpakas is a fully climate-neutral company. All orders are delivered by e-cargobikes, which reduces traffic, produces fewer exhaust gases and reduces noise. The delivery vehicles are powered by green energy only.

What kind of packaging do you use for your products?
Our products come in reusable jars, fruit and vegetable nets and compostable paper or recycled cardboards. We offer as much as we can in refill containers and very few items also in recyclable plastic packaging. We are constantly researching and optimising our packaging solutions. Do you have ideas or thoughts you’d like to share with us? Write us an email: contact@alpakas.app.

How can I identify the packing materials of a product?
When you choose a product in our shop, you will be taken to a dedicated product page that provides you with further details on the packaging itself. You will also see if and how the packaging material can be recycled. You can return reusable containers (e.g. glass jars, bottles, and bags with your next order). Simply add the containers you would like to return to a deposit bag and hand them to a rider on your next delivery.

How does the deposit system work?
You can return all empty reusable containers made of fabric, glass and metal to our riders on your next order. This also includes the deposit containers from our suppliers, such as the milk bottles from Brodowin. The deposit will be refunded to your account or via selected payment source within a few days. If you want to return reusable containers without placing a new order, send us an email to contact@alpakas.app. We will then schedule a pick up date with you.

Details on deposit
Reusable jars: for dried foods, drinks and dairy
💶 € 0,08–0,50

Reusable cotton bags: for fruits and vegetables
💶 € 0,50

alpakas-jute-bags: to protect your order
💶 € 2,50

💡 We use recyclable cardboard and compostable paper for sensitive foods, eggs & cosmetics. In some cases we also use disposable jars.

Do I have to clean the reusable containers before returning them?
Not necessarily. At our warehouse, we clean all reusable containers according to certified standards approved by the local food authority. However, we would appreciate if you rinse out milk and yoghurt jars. This makes cleaning easier for us and for our deposit partners.

Why do you use disposable glass and recyclable plastic?
The vast majority of our product assortment is packaged in refillable containers. For some products, we haven’t found a viable reusable packaging solution yet. For theses cases, we use disposable glass or in very few cases, recyclable plastic. Whether a packaging is disposable or reusable is always clearly stated in the app.

✅ You can always return your single-use glasses to us along with your deposit bag. We then take care of proper recycling. Lastly, we always ensure that all of our disposable products are organic.

How do I dispose of plastic packaging correctly?
A few products within our assortment are packaged in recyclable plastic because we haven’t found an adequate zero waste packaging solution yet. We recommend using your yellow bin to ensure correct recycling of the plastic used. We are constantly working on finding plastic-free packaging. 97% of our assortment are and remain packaged according to our zero waste guidelines.

What happens to your lids?
The lids of our glass containers cannot be reused. Unfortunately, in Germany, tinplate lids are authorized for single-use only. They absorb an unpleasant odor after several uses and might result in cross-contamination. In collaboration with our partner ZAW Donau-Wald, we recycle 100% of our tinplate lids. By using related can scrap within our recycling process, we manage to save 1.5 tonnes of ore and 665 kilograms of coal with every tonne of tinplate scrap.

How does your cooling process work during the delivery?
It is very important for us to deliver our products to your home in the best quality. We ensure that the cold-chain of all of our products is maintained until we deliver your purchase to your home with our E-cargo bikes. To ensure these standards, we follow the temperature specifications of the Federal Ministry of Food and Agriculture and the specifications of DIN10508 with our passive cooling system. This means that our products are constantly cooled at a temperature of <7°C.

Does Alpakas offer discounts?
Yes, we do on a weekly basis! Here’s how to get informed about the latest offers automatically: 

Sign up for our newsletter (Alpakas app > account > security & messages)
Enable Push Notifications (phone system settings > Alpakas > allow notifications)
Follow us on Instagram
Check the highlight category “offers” in your Alpakas app

🔔 You can unsubscribe at any time from our newsletter and push notifications.

How do I redeem my Alpakas discount code?
Copy the code on your phone or PC and go to the Alpakas checkout page/screen on your device. Click or tap on "+add discount code" . The discount will be deducted automatically once you enter the code.

How can I earn a 15€ discount?
Invite your friends to Alpakas! Open your Alpakas app and go to account > add friends. Simply copy and share your unique promo code.Your friends will receive 15 € off their first order with Alpakas - if they use your code during check-out. As soon their order has been completed successfully, we’ll send you an email with a 15 € voucher for your next order. A token of our appreciation! 💙