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Free shipping to Italy & Spain in orders over 100€ Free international shipping in orders over 200€.

FAQ

 

ORDERS

1. Where is my order?

You can check your order status by logging into your account and clicking on the Order History tab. If you placed your order as a guest you can check your order status by emailing us (help@theakalastudio.com) your order number, billing last name and email address.

 

 2. How can I track my delivery?

Once your order has been shipped, you can track your delivery by adding your Tracking Number to this link: https://www.mytws.it/tracking-status  Your tracking number can be found on your shipping confirmation email.

 

3. What happens if I am away when order is delivered?

The carrier will leave a note informing you that they will attempt to deliver your parcel on the next working day. You can contact help@theakalastudio.com in case you want your order to be delivered on a specific time or to change your delivery address.

 

4. My delivery arrived damaged, what are my options? 

Please take a picture of the shipping box and the product received as soon as possible, within 24h upon receipt. Send the pictures including your order number to the below email address and we will get in touch with you shortly to help you with this case: help@theakalastudio.com 

 

5. I can't process or pay my order, what can I do?

We are sorry you are having difficulty processing your order, but we are here to help you! Please send us a message through Instagram or email (help@theakalastudio.com) and we will get back to you as soon as possible.

 

6. I made a mistake with my order. can I amend it?  

If you need to amend your order, please send us an email with your order number to help@theakalastudio.com and let us know what changes you would like to make. We will review the status of your orden and confirm if it is possible to change your order.

 

7. Can I change the delivery address of my order?

Please send us an email to help@theakalastudio.com with your order number and the new delivery address, and we will try to amend if it is still possible.

 

8. Can I add or remove products from my order?

You cannot change your order once it has been placed, you will need to cancel your order and place a new one. If your order has not yet been shipped, you will be able to cancel it and place a new one. If your order has been shipped, you will need to contact the customer care team to arrange for a return once you have received the order. 

You can check your order status by logging into your account and clicking on the Order History tab. If you placed your order as a guest you can check your order status by contacting us help@akalastudio.com

 

 

RETURNS

 

1. How can I return a product?

AKALA STUDIO accepts returns of merchandise in its original condition, purchased on our website within 14 days of the original purchase. Under no circumstances we accept returns with broken, detached, or damaged tags. Items must be returned in their original condition and packaging, with all labels in their original position. If you wish to exchange the products for others of a different size or colour, you will still need to return the items and place a new order. We do not accept returns or exchange of men's swimwear unless your article is damaged. 

Italy and Spain: https://returns.reveni.io/the-akala-studio

Rest of the World: https://www.mytws.it/resi;idReso=1d645c6a-8279-f6af-2e25-43a504ceec64

    2. Can you get a refund?

    Once we receive your order we will review it to ensure it is in its original, unopened, and unused condition. Once your return has been approved, we will proceed to refund your order (excluding shipping costs) and using the same payment method the customer chose when placing the order.

     

    3. Once the product has been returned, when will I receive a refund?

    The refund will be complete within 10 working days. In circumstances where you consider that the product does not conform with the contract at the time of delivery, you should promptly contact us via any of the given contact information with details of the product and its damage. Once we study the case, we will email you back within a reasonable period of time to communicate to you whether you are eligible for a refund or a replacement of the damaged product.

     

    SHIPPING

     

    1. Do you ship to my country?

    We are happy to confirm we ship worldwide! Please find more information about shipping costs and delivery timings in the following link: Shipping & Returns

     

     

    2. How much is the shipping cost?

    Please find more information about shipping costs and delivery timings for your country in the following link: Shipping & Returns

     

    3Shipping costs and delivery times:

    Please note that delivery times are an estimate. We are not responsible for the delays of the shipping company. Bear in mind that in busy times like Christmas, Black Friday or sales, your order may suffer a delay.

     

     4. Will I have to pay customs charges?

    For all AKALA STUDIO shipments outside the European Union, transport costs are exempt from VAT as customs duties are borne by the recipient and never included in the cost of the shipment.

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