When can I cancel an order?

When you place your order, we will acknowledge your order via email and will 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 (usually within 2/3 working days of you placing your order).

Orders can be cancelled without any hassle or cost to you at any time before you receive this confirmation e-mail.

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.

How can I cancel my order?

Cancelling your order within the specified timeframe is very easy. Simply get in touch with us by emailing info@akojomarket.com specifying: (a) your order number; and (b) that you would like to cancel your order.

We will then get in touch with the relevant brand on your behalf and confirm your cancellation as soon as possible.

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.

What if I never received the products I paid for?

As the products we sell are delivered directly from our brands we cannot control the delivery process, although we try our best to ensure that all products are delivered on time and in good condition.

However, if you do not receive your order by the estimated delivery date, please get in touch with us at info@akojomarket.com and we will investigate for you. If any product has gone missing we will do our best to re-order the same product for you or offer you a full refund.

When do I get my refund?

Some of our brands accept returns. In the case of returns, we act as the brand’s payment agent and will process the refund directly to your payment card no more than 14 days after the day all the products being returned are received by the brand. 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 faulty items, we will provide you with a pre-paid returns label for a tracked postage service. You can, therefore, track the delivery of the product(s) to the relevant brand.

For all other items being returned, in accordance with each brand’s policy, 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. In most cases, the shipping costs for returning unwanted items will be incurred by you.

When and how can I return a product?

The process for returning products is as follows:

A. If the product you receive is faulty, damaged or not the product that you ordered:

You have 14 days from receipt of the product(s) to notify us that you would like to return or exchange the product(s). You then have another 14 days to send the products back to the relevant Partner.

Please get in touch with us at info@akojomarket.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. Please print this label and attach it to the parcel containing the product(s).

You then have 14 days from receipt of the pre-paid postage label to send the product(s) in their original packaging and condition to the address specified.

B. For any other reason:

Please refer to the specific returns policy on the brand’s page of our site as some brands do not accept returns unless the product you receive is faulty, damaged or not the product that you ordered. If you are not sure whether you can return a product, please get in touch with us at info@akojomarket.com.

If the relevant brand accepts returns, please get in touch with us at info@akojomarket.com specifying: (a) your order number; (b) that you would like to return your product; and (c) identifying the reason for the return. We will then send you an e-mail with the postage address of the relevant brand to return the product(s) to. You will then 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 for international orders delivering outside the 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.

You are liable for any diminished value of the product resulting from the handling of the product in any way 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.

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