How can I return my order?
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 firstname.lastname@example.org 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. If the customer lives outside the UK, they will be responsible for paying the cost of returning the item.
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.
What do I do if the order I received is faulty, damaged or not the product I ordered?
In the event that damage occurs in transit, you discover any defects, or you receive the wrong item, please contact us immediately at email@example.com 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 above.
Please note that your 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.
Are returns free?
UK orders: yes, 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.
When do I get my refund?
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.
How do I ensure that the items I return have been received?
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.
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