When you place your order, we will acknowledge your order via email and then confirm the order with the relevant brand. Once the brand has confirmed that it can process the order, we will send you a confirmation e-mail (within 48 hours). Only then do we take payment.
Before receiving your confirmation email:
Orders can be cancelled without any hassle or cost. Please email firstname.lastname@example.org specifying: (a) your order number; and (b) that you would like to cancel your order. We will contact the relevant brand and confirm your cancellation with you as soon as possible. Please note that money is only taken when the order is confirmed, so if you cancel before this confirmation e-mail, no money will have left your account.
After receiving your confirmation email:
Once the confirmation e-mail has been received, your order is already being processed: payment has been taken from you and we have arranged for delivery. At this point, please follow the Returns process below.
Although we try our best to ensure that all products are delivered on time and in good condition, many of our products are delivered directly from our brands and as such we cannot control the delivery process.
If you do not receive your order by the estimated delivery date, please get in touch with us at email@example.com and we will investigate for you. If a product has gone missing, we will do our best to re-order the same product for you or offer you a full refund.
Shipping & Delivery
We currently deliver to the UK and US. Watch this space for new developments.
Shipping costs will vary depending on the destination of your chosen pieces:
UK: Standard Shipping – £4.95 and free for orders over £150.
US: Standard Shipping - USD25
Delivery times are listed on the individual product pages and will vary brand to brand. Once your order is confirmed we will send an email confirming when your delivery will be dispatched along with the relevant shipping information.
Items are dispatched directly from the brands we work with. Please refer to the relevant brand’s page to see where the designer is based.
AKOJO incorporates duties and taxes into the RRP you see on our site. If you are mistakenly invoiced by a shipping provider, please contact firstname.lastname@example.org and we will seek to resolve this and reimburse you.
You have 14 days from receipt of the product(s) to notify us that you would like to return or exchange the product(s).
Please get in touch with us at email@example.com specifying (a) your order number; (b) that you would like to return your product; and (c) identifying the reason for the return. If your item is damaged or faulty, please attach any evidence of the fault (e.g. photos).
We will e-mail you a pre-paid returns label. Please print this label and attach it to the parcel containing the product(s). You will have 14 days from receipt of the brand’s postage address to send the product(s) in their original packaging and condition to the address specified.
Please note, you are liable for any diminished value of the product resulting from the handling of the product before it is returned to the brand. Neither the brand nor AKOJO MARKET will accept any liability for the product(s) being lost or damaged in the delivery of the product(s).
Please don’t destroy or throw away any product or external packaging, even if it’s faulty, as brands require the product to be returned in its original packaging and, if possible, with applicable seals intact.
In the event that damage occurs in transit, you discover any defects, or you receive the wrong item, please contact us immediately at firstname.lastname@example.org specifying: (a) your order number; (b) that you would like to return your product; (c) explaining what the fault or issue is; and (d) attaching any evidence of the fault (e.g. photos).
We will immediately contact the relevant brand with this information and, unless it is reasonably deemed to not be a fault (e.g. if it is part of the design), we will e-mail you a pre-paid returns label. At this point, please follow the Returns process below.
UK orders: we offer free, tracked returns for all orders within the UK.
International orders (outside UK): the customer is responsible for paying the return shipping unless the item you received is faulty, damaged or not the product that you ordered.
We will issue the refund within 14 days of the brand receiving the returned product(s).
As per the relevant brand’s policy, you may not be reimbursed original shipping and customs charges.
For all returns from the UK, you can track the progress of your return using the tracking number that will be provided with your pre-paid returns label.
For items returned outside the UK, we recommend that you send the product(s) via tracked and “signed-for” delivery so that you will have proof of delivery and acceptance by the brand.
If you are unable to find the answer you were looking for, check out our FAQ page or speak to a member of our team here.