Exchanges and returns
AKALA STUDIO accepts returns of items in their original condition, purchased on our website within 14 days of the original purchase. Under no circumstances will returns be accepted with torn, peeled or damaged labels. Items must be returned in their original condition and packaging, with all labels in their original position. If you wish to exchange items for a different size or colour, you must return the items and place a new order. Swimwear items cannot be exchanged or returned unless the item is damaged.
If there is a problem with your order, please fill out the form at this link and we will review your case and inform you of the solution.
If you have received damaged goods, you must inform us within 48 hours of receiving the package. Please keep the box, packaging and all contents and send us photos of the label attached to the package and the item(s) received. Without this information, we will not be able to assist you. It is essential to report any type of damage or defect within 48 hours of your purchase in order to make an exchange or return.
1. Print the label you will receive in your email.
2. Carefully place the items in the box. Seal the box and place the label on the outside. It's very important that all labels or stickers from the previous shipment be removed or covered.
3. Hand the package to the courier as soon as he or she passes by your home.
At Akala, we accept product returns only if they are in their original condition, meaning they are unopened and unused, and always within 14 consecutive days of purchase. Refunds will be issued using the same payment method used at the time of purchase. To initiate the return process for any of our products, please email help@theakalastudio.com and follow the instructions provided. Shipping costs will be borne by the customer.
(i) Once the return has been processed, the customer will receive an email notification confirming the refund amount.
(ii) The refunded amount will be credited to the customer's account within 3 business days.
At Akala we do not refund or exchange any item affected by circumstances beyond our control. This includes damage or neglect once items have been delivered, storage of items in adverse conditions.
All orders require a signature upon delivery. We are unable to redirect orders once items have been shipped, so please ensure that there is someone who can sign for your order at the shipping address specified. We insure every purchase during the time it is in transit until it is delivered to you. We require a signature for any delivered goods, at which point responsibility for the purchased goods passes to you. If you are not the intended recipient of your purchase (e.g. a gift order), the person who signs for the package confirms delivery and is responsible for the package.
If the tracking information shows that your package was delivered, but you do not find it within 48 hours of the expected delivery:
- Please verify that the shipping address is correct.
- Look for an attempted delivery notice.
- Find the delivery location for your package.
- Check whether someone else accepted the delivery, unless you have health or safety concerns in doing so.
- Some packages travel via multiple carriers, so check your mailbox or wherever else you receive mail.
- Please allow 48 hours. On rare occasions, packages may be said to be delivered up to 48 hours before arrival.
- Contact our customer service.
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 used to make the purchase once we receive the merchandise at our warehouse within 10 business days, excluding shipping costs.
ATTENTION: Customers in the Canary Islands and San Marino must pay the return customs fees to receive the merchandise at our warehouse and approve the refund.
EUROPE AND INTERNATIONAL: Once the merchandise has been received at the warehouse and the return has been approved, you will receive a refund using the same payment method used to make the purchase within 10 business days, excluding shipping costs.
When returning a product, the customer is responsible for shipping costs. You can check the status of your order by logging into your account and clicking the Order History tab. If you placed your order as a guest, you can check the status by contacting us at help@theakalastudio.com.
If your order is returned to our warehouse due to a shipping issue, such as an extended absence from delivery, an incorrect address, or missing information, we will refund your order, excluding shipping costs.
ATTENTION: If you refuse to pay import taxes and your package is returned to us, we will be required to pay them, so they will be deducted from your refund.
For all AKALA STUDIO shipments outside the European Union, shipping costs are exempt from VAT, as customs taxes are the recipient's responsibility and are never included. Most countries ship under the Delivered Duty Unpaid (DDU) scheme, meaning the seller is responsible for ensuring the goods arrive safely at their destination; the buyer is responsible for customs duties.
Unfortunately, we have no control over these charges and cannot provide you with the cost, as customs policies and import duties vary by country. Check with your local customs office for any rules and regulations that may apply. A useful link to calculate how much you will be charged for customs duties is dutycalculator.com.
The following countries ship on a Delivered Duty Unpaid (DDU) basis:
United Kingdom, Australia, Bahrain, Mainland China*, 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 from the General Administration of Customs of China, items shipped to China that are classified as personal use and whose value exceeds 5,000 RMB require formal customs clearance. Import taxes, customs duties, and fees may be levied once the shipment reaches mainland China. Additional charges for customs clearance (if any) must be borne by you. We have no control over these charges, nor can we predict what they may be.****According to the announcement from the General Administration of Customs of Mexico, items shipped to Mexico that are classified as personal use and whose value exceeds 1,000 USD (or its equivalent in Mexican dollars) require formal customs clearance. The importer must be registered with the Mexican government, and additional documentation (CARTA NOM, PAGO, LICENCIA DE IMPORTACIÓN, PATENTE) is required. Therefore, the DDP service is not applicable, and it is necessary to hire a third-party customs broker for the clearance of your merchandise.
INTERNATIONAL RETURNS
- You have chosen the wrong size.
- The product is not as expected.
- Received the order in poor condition.
- In all cases, returned products must be in perfect condition and show no obvious signs of use; otherwise, the refund will not be processed. It is your responsibility to provide adequate packaging to ensure the items arrive at Akala in perfect condition.
- Shipping costs are non-refundable.
You can send the items with the courier company of your choice to the following address: Via Cesare Cantù, 6 CINISELLO BALSAMO 20092 Milan.
Please indicate the order name, order number, and phone number or email address to process the payment.
*Akala will not be responsible for any loss of the package during shipping. It is the customer's responsibility to ensure the package arrives at our facilities in perfect condition.
All products except bathroom items can be returned for hygiene reasons, except in the case of incidents or defective orders.
The return period is 14 calendar days.
The refund will be issued using the same payment method used to place the order.
It may take up to 14 business days for the payment to be processed and reflected in your bank account.