We are committed to delivering the unique, handcrafted beauty of Llama & Home directly to your door. We ship all orders from our fulfillment location 48 Elliott St, London, Ontario, N5Y 2E4, Canada.
Order Processing: Orders are typically processed and prepared for shipment within 1-3 business days (Monday to Friday, excluding holidays) after your order is placed.
Custom/Made-to-Order Items: If your order includes custom or made-to-order items, please refer to the specific processing time indicated on the product page.
We primarily use Canada Post for reliable delivery across the country. Shipping costs are calculated at checkout based on the weight of your order and your delivery location.
All orders are shipped with Canada Post from Ontario, Canada
Rates and delivery times
Once your order ships, you will receive a Shipping Confirmation Email containing your tracking number and a direct link to track your package with the carrier.
Please allow up to 24 hours for the tracking information to become fully active in the carrier’s system
Incorrect Address: We are not responsible for packages that are lost, delayed, or returned due to an incorrect or incomplete address provided by the customer. Please verify your shipping address before submitting your order.
Lost or Stolen Packages: If your tracking shows that your package has been delivered but you have not received it, please contact the shipping carrier (e.g., Canada Post) immediately to file a claim. We will assist you by providing the necessary shipment documentation. Llama & Home is not responsible for packages that are marked as delivered.
At Llama & Home, every piece is crafted with care by Peruvian artisans using natural materials. We celebrate the unique, authentic nature of our products.
Please understand that these are highly handcrafted products, which may feature minor, inherent imperfections in the weave, slight dye variations, or even small marks (such as candle wax stains), as they are woven in the artisans’ homes and sometimes by natural light or candlelight.
We want these “flaws” to be understood as part of the identity and artistic integrity of our ethnic rugs and cushions, not as defects. These characteristics will not be accepted as valid reasons for a return.
If the product exhibits a clear defect or damage upon arrival (such as a non-functional zipper or a tear not related to the weaving process), the following conditions apply:
Notification Window: The damage must be notified within 24 hours of receipt of the product.
Required Documentation: You must attach a clear photo of the damaged product and its original packaging to your email.
Contact: Please send the notification email to: store@llamaandhome.com.
We only accept returns if the returned product meets the following strict criteria:
The product must be in its original packaging.
The product must be in the same condition as when received: unused, unwashed, and undamaged.
Returns must be initiated and shipped within 30 calendar days from the date you received your order.
To start the return process, please follow these steps:
Contact Us: Send an email to store@llamaandhome.com.
Provide Information: Include your Order Number and a photo of the item you wish to return.
Authorization: We will review your request and, if approved, will provide you with a Return Authorization Number (RAN) and the return shipping address. Returns sent without a valid RAN may not be accepted or processed.
Return Shipping Costs: Return shipping costs are the customer’s responsibility, except in cases where the return is due to an authenticated manufacturing defect or an error in the order fulfillment by Llama & Home.
Refund Process: Once your return is received and inspected, we will send you an email notification. If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 7–10 business days.
Restocking Fee: A 10% restocking fee will be deducted from your total refund.
At Llama & Home, we believe that every handcrafted piece carries a story — one woven with patience, tradition, and warmth.
This page was created to make your shopping experience as smooth and transparent as possible. Here, you’ll find answers to the most common questions about our products, shipping, returns, and materials.
If you don’t find what you’re looking for, we’re just an email away. Reach out to us at store@llamaandhome.com, and we’ll be happy to help.
All our products are handcrafted with care and shipped from our studio in Ontario. Orders are usually processed within 2–4 business days. Shipping times within Canada range between 3–7 business days, depending on your location. For international deliveries, it may take 10–20 business days. You’ll receive a tracking link once your order has been shipped.
We want you to love your purchase. If you’re not completely satisfied, you can request a return within 14 days of receiving your order. Items must be unused and in their original packaging. To start the return process, please email us at store@llamaandhome.com with your order number. Once approved, we’ll provide the return address and instructions.
Once your order is shipped, you’ll receive an email with a tracking link so you can follow its journey. You can also log into your customer account to check your order status anytime. If you need help tracking your package, contact us and we’ll assist you right away.
Our pieces are handcrafted using 100% natural materials such as Peruvian sheep wool, organic cotton, and natural dyes. Every product is made with respect for nature and traditional Andean weaving techniques, ensuring both quality and authenticity.
Yes. Our textiles and home decor pieces are made with non-toxic, natural fibers and plant-based dyes. We recommend keeping decorative pieces like cushions and blankets away from direct moisture or heat to preserve their quality
All orders are shipped from our small workshop in Ontario, Canada. Some artisan-made items may arrive directly from our Andean partners in Peru to reduce environmental impact. Shipping details and estimated delivery times will be confirmed during checkout
