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

Shipping & Returns

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.

In case of return you can be refunded or get a gift card. We are sorry to inform you that we do not refund the original shipping costs and the return shipping costs are entirely borne by the customer.

 

RETURNS

 

I ordered/received the wrong product, how should I return it?

If there is a problem with your order, please fill in the form in this link and we will examine your case and inform you about the solution.

 

My item arrived damaged/defective. What should I do?

If you have received a damaged or defective article, please contact our customer service immediately at help@theakalastudio.com within 48 hours of receiving your package.  Please keep the box, packaging and all contents and send us photos of the label attached to the package and the item received. Without this information, we will not be able to assist you. It is essential that you report any damage or defect within 48 hours of purchase in order to be able to make an exchange or return.

 

How to Return

  1. Print the label you will receive on your email.
  2. Carefully pack items into the box. Seal the box and stick the label on the outside. It is very important that any old shipping labels or stickers are removed or covered.
  3. Give the pack to the courier as soon as he passes to your home

 

When and who should sign the proof of delivery?

All orders need a signature upon receipt. We are unable to redirect orders once items have been shipped, so please ensure there is someone who can sign for your order at the specified shipping address. We ensure each purchase during the time it is in transit until it is delivered to you. We need a signature for any goods delivered, at which point responsibility for your purchased goods passes to you. If you are not the receiver of your purchase (for example a gift order) then the person who signs for the package confirms receipt and is accountable for the package.

 

If the tracking information shows that my package was delivered, but I don't have my package?

If your tracking information shows that your package was delivered, but you can't find it within 48 hours of expected delivery:

  • Verify the shipping address is correct.
  • Look for a notice of attempted delivery.
  • Look around the delivery location for your package.
  • See if someone else accepted the delivery, unless you have health or safety concerns about doing so.
  • Some packages travel through multiple carriers; check your mailbox or wherever else you receive mail.
  • Wait 48 hours. In rare cases, packages may be delivered up to 48 hours before arrival.
  • Contact our customer service.

How will I get the refund? 

ITALY AND SPAIN: You can choose between an immediate refund made with Reveni (You can find more information about Reveni here) or a refund with the same payment method you used to make the purchase once we receive the goods in our warehouse within 10 working days, excluding shipping costs. 

 

PLEASE NOTE: Customers from the Canary Islands and San Marino must pay the return customs fees to receive the goods in our warehouse and approve the refund. 

 

EUROPE & INTERNATIONAL: Once the goods have been received at the warehouse and the return has been approved, you will receive your refund using the same method of payment with which the purchase was made, within 10 working days, excluding shipping costs. 

 

Do I have to pay something in order to get a refund?

When returning an article, the customer will assume the delivery cost.

 

What happens if my order is delivered back to you?

In case your order is delivered back to us because of an issue in the shipment due to prolonged absence at the time of delivery or incorrect address or lack of information, we will proceed to refund your order with the exception of shipping costs.

ATTENTION: In case you refuse to pay the import taxes and your package is returned to us, we will have to pay them, so they will be deducted from your refund. 

 

Customs:

For all AKALA STUDIO shipments outside the European Union, transport costs are exempt from VAT as customs duties are the responsibility of the recipient and are never included. Most countries are shipped on a Delivered Duty Unpaid (DDU) basis, which means that the seller is responsible for ensuring that the goods arrive safely at their destination; the buyer is responsible for customs duties.

Unfortunately, we have no control over these charges and we cannot tell you the cost, as customs policies and import duties vary by country. Check with your local customs office about the rules and regulations they may apply. A useful link to calculate how much you will be charged for customs duties is dutycalculator.com.

 

The following countries are shipped on a Delivered Duty Unpaid (DDU) basis:

United Kingdom, Australia, Bahrain, China Mainland*, India, Japan, Mexico***, Norway, Oman, Peru, Saudi Arabia, South Korea, Switzerland, Turkey, United Arab Emirates, Vietnam, Malaysia, Thailand, China – Taiwan, South Africa, Singapore, Canada, Qatar, Kuwait

*According to the announcement of the general administration of customs of China, articles shipped to China which are classified as personal use and the value exceeds 5000 RMB, require a formal custom clearance. You may be subject to import taxes, customs duties and fees levied once the shipment reaches Mainland China. Additional charges for customs clearance (if any) must be fulfilled by you. We have no control over these charges, nor can we predict what they may be.

**According to the announcement of the general administration of customs of Mexico, articles shipped to Mexico which are classified as personal use and the value exceeds 1000 USD (or its equivalent in MEX$), require a formal custom clearance. The importer must be registered with the Mexican government and additional documentation is required (NOM LETTER, PAYMENT, LICENSE IMPORT, PATENT). Therefore, the DDP service is not applicable and it is necessary to hire an external customs broker to clear your goods.

 

Transit times may vary from 3-10 days due to customs delays. To speed up the process, please send us your ID number. 

 

Shipping costs and delivery times: 

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

Products will be delivered by a courier Monday to Friday, between 9:00-18:00. Unfortunately, you are unable to request a specific delivery time or day. After your order has been dispatched from our warehouse, you’ll receive an email detailing order tracking information. You can also check this information in your Account section online.

Depending on the day and time your order is placed, please refer to the chart below for expected delivery days. If you place your order on a public holiday, your products will take an additional business day to arrive.

  * We do not make deliveries to P.O boxes nor post offices.

 EUROPE

COUNTRY

SHIPPING TIMES

COST

Andorra

3-5 business days

18,00 €

Austria

3-5 business days

8,00 €

Belgium

3-5 business days

9,00 €

Bulgaria

3-5 business days

9,00 €

Czech Republic

3-5 business days

9,00 €

Cyprus

3-5 business days

16,00 €

Croatia

3-5 business days

9,00 €

Denmark

3-5 business days

12,00 €

Estonia

3-5 business days

13,00 €

Finland

3-5 business days

15,00 €

France

3-5 business days

8,00 €

Germany

3-5 business days

7,00 €

Greece

3-5 business days

14,00 €

England

3-5 business days

12,00 €

Ireland

3-5 business days

15,00 €

Italy

24-48H

5,00 €

Latvia

3-5 business days

13,00 €

Lithuania

3-5 business days

13,00 €  

Luxembourg

3-5 business days

13,00 €

Malta

3-5 business days

19,00 €

Monaco

3-5 business days

13,00 €

Norway

3-5 business days

18,00 €

Netherlands

3-5 business days

8,00 €

Poland

3-5 business days

9,00 €

Portugal

3-5 business days

8,00 €

Romania

3-5 business days

9,00 €

Scotland

3-5 business days

8,00 €

Slovakia

3-5 business days

14,00 €

Slovenia

3-5 business days

9,00 €

Spain

3-5 business days

6,00 €

Sweden

3-5 business days

15,00 €

Switzerland

3-5 business days

15,00 €

Hungary

3-5 business days

9,00 €

  

 REST OF THE WORLD

COUNTRY

SHIPPING TIMES

COST

Argentina

3-5 business days

30,00 €

Asia*

3-5 business days

30,00 €

Australia

3-5 business days

30,00 €

Brasil

3-5 business days

30,00 €

Canada

3-5 business days

22,00 €

Chile

3-5 business days

30,00 €

Costa Rica

3-5 business days

30,00 € 

United Arab emirates

3-5 business days

28,00 €

**Mexico

3-5 business days

26,00 €

Peru

3-5 business days

30,00 €

United States

3-5 business days

22,00 €

 

If your country does not appear on that list and you'd like to make an order please get in touch with us at help@theakalastudio.com

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