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FAQ

USING THE WEBSITE

I am having problems using the website - how do I place an order?

If you are having problems using our website please contact us on +32 2 513 2007, or email customercare@akaso.eu so that we are able to help you to place your order.

 

I am trying to order on an iPad but I get a white screen when I try to checkout or pay. What can I do?

Make sure that Java is switched on and that Private Browsing is off, then try to order again. Go into your advanced settings for Safari then switch JavaScript on. Switch Private Browsing on or off on the Safari page itself in the bottom left hand corner when you open a new page. If you still cannot order, please call customer services on the above number.

When adding a product to my shopping bag or wish list, is this product being reserved for me?

No it is not. We assign stock to orders when an order is successfully completed and registered at our website. Within a few minutes of a successful order check out, the order will be registered in our stock management systems. Only then will stock be allocated at your order.

During your session at our website, we will inform you on the stock availability.

 

How can I see available sizes and colours?

You can navigate to a product detail page: you can use the size drop down menu to see the available sizes.

 

PRODUCTS

Are the colours shown on the website representative of reality ?

All pictures shown on our website are shot at high resolution under light conditions that reflect normal daylight. Hence, colours are rendered in a very realistic manner. However, variations between garment colours and what you see on your screen may be affected by your screen settings.

 

I am not sure about my size

Please see the ‘Size Guide’ link on every product page.

 

 

ORDERING

Can I save my Shopping Bag for a later session ?

We can store your Shopping Bag for 30 minutes during your session, after which your shopping bag is cleared.

 

Is there a minimum ordering amount ?

We have no minimum ordering amount. However, we make deliveries free of charge when ordering over a certain amount which is clearly stated on the section ‘Shipping Information’ under Customer Care.

 

How will I know you received my online order ?

Akaso will send you an automated email confirming your order has been placed (Acknowledgement of Receipt).   If something went wrong with your payment, you will receive a notification e-mail inviting you to pay your order.  Once your payment is successful you will receive an email confirming your order.  If you have not received this email within one hour of placing your order, please mail our customer service department to ensure that your order has been successful.

 

How can I cancel an order ?

You can cancel an order up to the moment we have prepared your order to be picked in our warehouse. Once your order is being processed in our warehouse, you can no longer cancel your order.

To cancel your order, please mail customercare@akaso.eu

 

How can I change an order ?

You cannot change orders on our Website. If you would like to modify your order, we advise you to mail Customer Care at customercare@akaso.eu. However, because we process orders extremely fast upon receipt, changes are only possible for a very short time. We highly recommend that you call or mail Customer Care within 15 minutes of placing an order - see Customer Care for hours of operation.  

 

 

DISCOUNTS & PROMOTIONS

There is a promotion on the online store, how can I use the promotion code and be sure my order meets the promotion requirements ?

Promotions on our website are either announced via a newsletter or directly on the website. In both cases, we mention the promotion code.

When placing an order, at the checkout page where you are asked to fill in or confirm your delivery address, and payment method, you will also find an area where you can fill in a promotion code.

Once you have filled in the promotion code, in the next check out step you will see an order summary, mentioning all promotions that have been accepted by our system. Promotion codes are accepted when your order meets the promotion conditions.

 

PAYMENTS

How can I pay for an online order at Akaso ?

Please see our section Online Payments on this website.

Is it safe to use my credit card and debit card or provide my bank details to Akaso online shop ?

Yes. To help ensure that your shopping experience is safe, simple and secure, Akaso uses the industry standard Secure Socket Layer (SSL) technology. This encrypts and protects the critically sensitive details you send us over the internet including your name, address and credit card details. This encryption ensures that nobody can read the information being sent between your pc and our website.

SSL technology not only encrypts information, it also assures your browser that your data is being sent to the correct and secure computer server and it also checks the data being transferred to ensure that it has not been altered in any way.

When you enter an SSL enabled area of the site you will see a padlock at the bottom of your browser. This means that the information you enter here is protected.

 

If you are enrolled in the Visa Secure or Mastercard Secure programs, you will also need to enter your password to complete your transaction.

 

Has my payment been accepted ?

After you have successfully closed your checkout phase, you will receive an order confirmation email.

However, this is not confirmation that we have successfully processed your payment. For credit and debit card payment methods, it may happen that we do not obtain payment authorization from your bank. Usually, the denial of a payment authorization occurs within 1 working day from the time you placed an order. If payment authorization is denied, we will put your order on hold and inform you via an automated mail, inviting you to finish your payment.

 

Why has my payment been rejected ?

There are a number of reasons this may have occurred so you should carefully check the details you have entered and try again. Remember, the Invoice address you enter must match the address that your bank or credit card issuer has on record for you, otherwise your transaction may be declined by our Payment Service Provider even if your bank has authorized payment.

We do not take payment from you until the goods are despatched, however the funds will be reserved in your account at point of order so you may still see this on your bank statement even if we have not received payment. If the payment is rejected it will take approximately 4 working days for this authorisation code to drop off and release the funds again.

If you have checked and entered your details again, please contact either your card issuer or our customer services team for help. Do not enter your details multiple times as this may prevent your funds from being released for other transactions.

 

DELIVERY & DISPATCH

This website sells and ships exclusively to residents in Austria, Belgium, Denmark, Finland, France, Germany, Greece, Ireland, Italy, Luxemburg, Norway, Spain, Sweden, Switzerland, the Netherlands and the UK Mainland.

 We regret we cannot deliver to island destinations belonging to above mentioned nations.

 

Other countries: in the section Shipping Information you will find complete information on how to place an order.

 

How much do you charge for delivery ?

Please see the section Shipping Information for applicable rates.

 

How quickly will my order arrive ?

Please see the section Shipping Information for complete information on delivery lead times.

 

Can I choose my delivery forwarder ?

We work exclusively with GLS, who we selected for the fast and extremely reliable service.

 

Can I choose my delivery address ?

Yes, your delivery address does not need to match your invoicing address.

 

What happens if am not present at the delivery address during the first delivery attempt ?

If you are not home when the first delivery attempt is made your parcel will be taken to the nearest GLS Parcel Shop for you to collect. The driver will leave a GLS Notification Card with details of where your parcel has been taken. Most GLS Parcel Shop locations are open late in the evenings and at weekends to make it easy for you to collect. Please take your GLS Notification Card with you to collect your parcel. If you would prefer for your parcel to be redelivered to a different address or at a time that is more convenient for you, you can call GLS Customer Service.

 

Can you deliver to a GLS Parcel Shop ?

GLS will take your parcel to a GLS Parcel Shop  if they have tried to deliver to your home address and you are not in.

Please also see our section Shipping Information.

 

Can I choose the delivery date ?

We regret you cannot choose your delivery date with our current system.

 

Can you inform me on the status of my order’s delivery ?

Once you have successfully placed your order, you will receive a Delivery Dispatch email from GLS. This mail includes a GLS Track & Trace link:  you will be directed to the GLS website page where you can follow the status and expected delivery of your parcel.

 

My order has not arrived what should I do?

Very occasionally, packages do get lost in transit. We are asked by our couriers to wait a total of fifteen working days before we can claim the package as lost. A package may arrive on the last day of this period, so a late order is not always a lost order.

If the order does not arrive within that time frame and the error can be traced to Akaso we are happy to replace the order at no charge to you.

Please note that if your package has been delivered to and signed for at the specified delivery address, Akaso cannot be held responsible and will be unable to replace the items.

 

RETURNS

Can I return an item that I do not like ?

Yes you can, respecting some requirements. Please note this right is limited in time. Please see our Returns section under our Terms & Conditions.

Please see our Returns section for instructions on how to return goods to us.

 

How do I return one or more items ?

We have made returning easy. Please see our Returns section under our Terms & Conditions for full instructions.

 

How do I know you received my return shipment ?

Please see our Returns & Refunds section for guidelines.

Returning this way guarantees a quick arrival of your parcel at our warehouse, and swift processing of your return.

You should receive an e-mail from us confirming the status of your return within 14 working days from the date you shipped your return. In case you have not received such an e-mail, please contact Customer Care.

 

How do you refund my return shipment ?

We will refund you via the same payment method which you used when placing your order. In case this would not be possible for any reason, we can refund you via bank transfer.