AKID FAQ (Frequently Asked Questions)
*Effective March 2020, please allow for longer than normal shipping times, as our team is taking all necessary safety precautions related to COVID-19. Thank you for your patience!
Can I change or amend my order once it has been placed?
Before your purchases have been prepared for dispatch we can cancel an item, change the size or edit your billing and shipping details. However, we are unable to combine orders or add pieces to an existing order once it has been placed. Our hours of operations are Monday-Friday 9am-4pm pst.
Can I return or exchange items that were purchased on sale?
Items purchased in the context of a sale are ineligible for return or exchange. If you have questions about styles, sizing, or anything else, please email firstname.lastname@example.org - we're here to help!
When will my order ship?
Most orders ship within 1-3 business days of purchase. Orders are not shipped on the weekends or holidays. Effective March 2020, please allow for longer than normal shipping times, as our team is taking all necessary safety precautions related to COVID-19. Thank you for your patience!
Where is my order confirmation?
As soon as your order ships, you will receive an email confirmation with a tracking number to the email address you entered on your order. If for some reason you did not receive an email, please check your spam folder and add email@example.com to your safe sender list. You can also check your order status by signing into your account on our website.
My order status says “Processing.” What does that mean?
“Processing” just means that we successfully received your order! Once your order is shipped, you’ll receive a tracking number (if applicable) and your order status will change to “Shipped.”
Why was my order cancelled?
Due to an unforeseen event, the item you ordered suddenly became out of stock and is no longer available. We promise these cases are rare. However, if an item in your order does become unavailable, you will be contacted within 1-2 business days about the cancellation. If your order contains additional items, these items will still be shipped to you and the unavailable item will be removed from your order. If your order needs some extra verification of your billing and payment information and we did not receive a response, the order was then canceled as we are unable to hold orders for longer than 3 business days.
Will I have to pay international Taxes & Duties?
Your order may be subject to import duties and taxes, which are levied once a shipment reaches your country. Customs taxes & duties are not included in your shipping fee. AKID cannot control and is not responsible for any duties/taxes applied to your package. You will be responsible for paying additional charges for customs clearance. Customs policies vary widely from country to country; please contact your local customs office for further information. Note, in rare occasions custom agents may delay delivery of some packages.
If you refuse a shipment from AKID, you are responsible for the original shipping charges, any import fees, duties and/or taxes that are incurred on the package, and the cost of returning the package to AKID. This amount will be deducted from your merchandise refund. In the instance that the return fee exceeds the amount of the merchandise plus shipping costs, the package will be abandoned and you will not be given store credit.
If your order has been sent to a destination within the US or Canada, all sales taxes will be refunded. Outside the US and Canada, customs duties and sales taxes are non-refundable through AKID. However, you may be able to recover these by contacting your local customs bureau directly. As this may not be available for all countries, we recommend that you hire a customs broker if you wish to claim back duties on returned merchandise. Please note that it can take up to 10 business days for the refund to appear in your account.
For further assistance please email firstname.lastname@example.org. Our hours of operations are Monday-Friday 9am-4pm pst.