GENERAL CONDITIONS
At AKALA STUDIO, we accept returns of items purchased through our website, provided the following conditions are met:
Returns must be requested within a maximum of 14 calendar days from the date of purchase.
Items must be in their original condition, unworn, and returned in the original packaging.
All tags must be properly attached and undamaged.
We will not accept returns of products with broken, removed or damaged tags.
We will not accept items that show any signs of use.
Swimwear items cannot be returned or exchanged unless the product is defective or has a factory fault.
Shipping Costs (covered by the customer):
For returns:
Home pickup: €12 (available in Spain only)
Ufficio Postale or Punto Poste: €7 (available in Italy only)
For exchanges (available in Italy only):
Ufficio Postale or Punto Poste: €4
Go to the Reveni portal through this link to register your return or exchange.
You will be asked to enter your order number and email address.
Depending on the selected return method, you will either receive a QR code or need to print the return label sent to your email. For home pickups in Spain, you’ll be able to choose the day and time that works best for you and download the corresponding label.
All steps are clearly explained within the return portal.
Carefully place the items back in the box. Seal the package and attach the return label to the outside. It is very important to remove or cover all original shipping labels or stickers.
Drop off the package according to the delivery method you selected.
Refunds will be issued exclusively through the return method selected by the customer (store credit or refund via the original payment method).
The amount will be refunded within a maximum of 10 business days from the date we receive the returned item.
If there is any issue with your order, please send us an email at help@theakalastudio.com explaining the problem and attaching clear photos that show the issue. Our team will review your case and get back to you within a maximum of 3 business days.
If you have received a damaged item, you must inform us within 24 hours of receiving the package. It is very important that you keep the box, original packaging, and all contents, and send us photos of the package label as well as the damaged or incorrect items.
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.
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
(ALL COUNTRIES EXCEPT ITALY AND SPAIN)
1.Access the Reveni portal through this link to register your return. You will be asked for your order number and email address.
2.Pack your products properly and make sure they are in perfect condition with the original tags attached. ⚠️ Returns of products with broken, detached, or damaged tags will not be accepted.
3.You must arrange the shipment of the return yourself. You can choose the courier service that suits you best. The customer is responsible for both managing and covering the cost of the shipment.
Please send the items to the following address:
AKALA – Returns Department
Via Cesare Cantù, 6
CINISELLO BALSAMO 20092 – Milan (Italy)
Inside the package, it is essential to include:
Full name of the customer or order name
Order number
Phone number or contact email
⚠️ Akala is not responsible for any loss of the package during shipment. It is the customer’s responsibility to ensure that the package arrives at our facilities in perfect condition.
Refunds will be issued exclusively through the original payment method. The amount will be credited within a maximum of 10 business days from the receipt of the returned product and verification of its condition.
If you wish to exchange an item for another (whether for size, color, or model), you must first return the original product and, once the process is completed, place a new order through our online store.