Order Information & Concerns
I made a mistake in my order. Can you edit it for me?
Editing orders is a bit tricky from our end especially once an order has already been sent out, but we always make sure to try and find a solution for our customers.
If you've made a mistake while placing your order, then be sure to contact us asap and we'll try to accommodate best we can!
I just placed my order. Can I add another item to it?
Unfortunately we cannot add anything to an existing order. Please place a new order for the new item.
I get an error message when I enter my shipping and billing addresses. What's going on?
If you are receiving an error message, there may be a problem with your credit card information, billing or shipping address. The billing address should match exactly what your bank has on file. It is most likely an issue with your billing zip/postal code. Please review all information closely and look for any typos. Also, try reformatting the names and addresses in your billing information (this often solves the issue).
My order won't go through. What should I do?
If you're still receiving an error message after reviewing your credit card information, billing and shipping address, make sure you're using the latest version of your web browser.
Please only click the “Place Order” button once to avoid multiple authorizations.
If you continue to receive error messages, please contact Customer Support at hello@akoymi.com.
Where is my order confirmation?
As soon as your order ships, you will receive an email confirmation to the email address you entered on your order. You may also check your order through our Track Your Order page.
If for some reason, you did not receive an email, please check your spam folder and add hello@akoymi.com to your safe sender list.
My order status says "Unfulfilled". What does that mean?
"Unfulfilled" just means that we successfully received your order and are in the process of picking, packing and shipping it out. Once your order is shipped your order status will change to "Fulfilled."
Was I charged twice?
Your credit card will only be charged once.
If you just placed your order and you received an error at first, the second charge you are seeing is an authorization. This is a common bank practice handling credit card transactions to ensure sufficient funds and account authenticity. This authorization will clear (depending on your bank, usually within 48 – 72 hours.) If you need help speeding up the process, you can contact the issuing bank of your credit card.
Please only click the "Place Order" button once to avoid multiple authorizations.
Why was my order canceled?
If your order was unexpectedly cancelled, chances are that our fraud filter marked your order as fraudulent. If you are certain that that is not true, please try using a different payment method such as Amazon Payments or Paypal. If you still can't get through and are certain your order is mistakenly marked as fraudulent then contact us and we'll try our best to solve it for you.
Discounts
How many discounts can be used at once?
Only one discount code can be used per order. If multiple discount offers are applicable, the one with the highest discount is usually auto-applied.
If an item is already discounted, for example during a promotion, you can still take advantage and apply one discount code during checkout.
Shipping Information
When will my order ship?
Most orders ship within 2 business days of purchase. Shipping times may vary due to availability of merchandise. Orders are not shipped on the weekends or holidays.
What shipping options can I choose and how long will my order take to deliver?
You can find all the information about the different shipping options and delivery times per country on our Shipping & Returns page.
If you have any questions don't hesitate to contact us using the Contact button on the bottom of this page!
General Information
Do you have any retail locations?
No. Our products are only available from our own web store and are not available for purchase in any retail locations for the moment.
I want to be an Akoymi reseller. How do I go about becoming a reseller?
We currently do not have an official reseller program however please email us and we'd be happy to discuss it with you!
Returns and Warranty
What is your return policy?
We offer easy hassle-free returns and refunds for 100 days with every order. However the items have to be in "mint", "brand new", "unworn" condition so that we can restock and re-sell the items once they've been returned back to our warehouse.
Once your items have been returned, our warehouse staff will inspect them for any signs of damage or wear/tear. If they confirm they're in "brand new", "mint", "unworn" condition they will restock your order at which point we will refund your order as well as notify you that your order has been successfully returned and refunded.
Does this mean if I've touched it that it's considered "worn/damaged"? - No. You absolutely may try it on (albeit carefully) and if you find that the fit is not right or for whatever reason you don't want to keep the item then simply place it back in the box the same way it came and contact our support and we'll be happy to process your return.
How do I go about returning an item?
To initiate a return please contact our customer care team either by using the Contact Us form or by emailing us at hello@akoymi.com and one of our customer care agents will take good care of you and help guide you through the return process for your specific location/country.
General tips when shipping your return:
- Securely pack your items in a shipping carton (your local post office can usually provide one in the right size).
- Ship the package from your nearest post office.
How long does it take to process my return?
Once you notify us that you would like a return, we will process it asap, usually within one or two business days and give you instructions on how to return your order.
After you've shipped your package back to us all we need to do is wait for it to arrive so our warehouse staff can inspect and restock the item(s).
Once we've received, inspected, and restocked your item(s), we will refund your payment asap to the same payment method you used during checkout. You will also be notified via email at the address listed on your order when the refund has been completed.
Keep in mind, depending on your payment method, it can take up to 3 business days for the funds to be placed back on your credit card or Paypal account. However usually, it's considerably faster.
If you've returned an order to us already a while back and are still waiting for a refund, then be sure to message us and we'll sort it out for you right away.
Does Akoymi's product come with a warranty?
Yes! All Akoymi products come with a 12-month warranty, which covers all manufacturing defects.
Do I need to return a defective item back to you?
This will be decided case by case at the discretion of our customer service agents. At times if there's a defect, we'll need it back to be able to investigate the issue to prevent it from happening again. Sometimes pictures/videos will be enough, and our customer service agent will let you keep or dispose of it.
In any case, if you were to receive a defective item be sure to contact us and we will send you a replacement band asap!