FAQ
Product
I want to be notified when this item is back in stock.
Please send a restock notification request from the relevant product page.
If you create an account using the URL below, we will send you all notifications, including restock information and new product releases.
Please take advantage of this service.
https://store.akikoaoki.com/account/login
*Whether or not an item will be restocked and the timing of restocks vary depending on the product.
I would like to have the product repaired.
Repairs are only available for items purchased from the AKIKOAOKI official online store. For items purchased elsewhere, please contact the place of purchase. For items purchased from the AKIKOAOKI official online store, repairs are subject to a fee, and we may decline repairs depending on the item and the nature of the repair.
Please send your order number, full name, photos of the damaged area, and a written description of the desired repair to
contact@akikoaoki.com
After reviewing the details, we will determine the cost and repair time and provide you with a response.
Please note that since our products are manufactured overseas, repairs will also be handled by factories abroad. This means that repairs will take time, and in addition to the repair cost, you will also be responsible for handling fees and round-trip shipping.
I don't know the size.
https://store.akikoaoki.com/pages/shoes-size-guidePlease refer to the size guide.
*Many customers find our shoes run a little large, as they are produced overseas.
Gift wrapping request
We apologize, but we do not currently offer gift wrapping services.
I'd like to know where I can buy your shoes.
https://store.akikoaoki.com/pages/stockist/
Please check the URL above.
We cannot provide information on current product numbers or stock status for individual stores.
Please contact the stores directly.
Shipping
When will the product be shipped?
We will ship your order within 5 days, excluding weekends and holidays, from the day after your order date.
For made-to-order products, please refer to the shipping time stated on each product page.
When will the product arrive?
After your order has shipped, we will send you a shipping notification and tracking number via email.
We kindly ask that you contact the respective shipping company yourself for inquiries.
I'd like to change the shipping address.
Please contact us at
contact@akikoaoki.com
with your order number, name, and phone number.
For address changes after shipping, please contact the shipping company directly.
EMS tracking is not working.
Please note that it may take some time for tracking data to be reflected after we share your EMS tracking number from our online store.
You will be able to check the shipping status two days after the tracking number is issued.
For DDP-eligible countries (South Korea, China, Hong Kong, Taiwan)
What is DDP (Delivered Duty Paid)?
DDP stands for "Delivered Duty Paid." For orders to applicable countries, customs duties and import taxes are automatically calculated at the time of purchase and included in the product price that you pay. No additional charges will be incurred during customs clearance, and you will receive your order directly.
Are customs duties and import taxes charged separately?
No, there are no additional charges upon arrival as they are already included during checkout.
Why is the purchase amount higher than the product's listed price?
This is because the customs duties and consumption tax for the destination country are included at checkout. There will be no additional charges upon arrival.
I received an additional tax bill from customs.
Although this normally does not happen, please send your order number and additional tax invoice to contact@akikoaoki.com so we can check the situation.
For DDU-eligible countries
What is DDU (Delivered Duty Unpaid)?
DDU stands for "Delivered Duty Unpaid." The product price does not include customs duties or import taxes. When your package arrives, you may be billed directly by the local customs office or delivery service. The amount of tax varies depending on the regulations of the destination country/region.
Are customs duties and import taxes charged separately?
Yes. Customs duties will be incurred locally. You will receive a separate notification directly from the shipping company or customs.
Could you tell me how much the customs duties are?
It depends on the type and value of the product. Please check the exact amount directly with DHL or customs.
The package was returned because I refused to pay customs duty. Can I get a refund?
Regarding customs duties, this information is stated on the [Specified Commercial Transactions Act Disclosure] page as well as under the “Shipping” section on each product page.
As we understand that you have acknowledged and agreed to this before making your purchase, we cannot refund the product price, customs-related costs, or shipping fees.
https://store.akikoaoki.com/policies/legal-notice
Order
I haven't received a reply to my inquiry.
Please note that inquiries regarding questions or size exchanges will be answered within 5 days, excluding Saturdays, Sundays, and public holidays, starting from the next day. Sending another email during this period will not expedite our response.
I made a purchase, but I haven't received a confirmation email.
Please check your spam settings and ensure that you can receive emails from the following two sender addresses by configuring your domain reception settings.
Domains: @akikoaoki.com, @m.shopifyemail.com
Changes to your email address after placing an order will not be reflected in the order itself.
If you entered an incorrect email address when placing your order, please contact contact@akikoaoki.com with your order number, name, and correct email address.
I want to cancel my order.
Please note that we cannot accept cancellations or changes to items, sizes, or colors after an order has been placed.
Depending on when you wish to cancel, your order may have already been shipped, so we cannot accept any cancellations.
However, we can accommodate refunds and exchanges for returned or exchanged items after delivery.
For more details on returns and exchanges, please refer to "Frequently Asked Questions: I want to return/exchange an item."
I'd like to check my order.
Please check the email sent to you at the time of purchase for your order details.
https://store.akikoaoki.com/account/login
You can also check from the URL above.
Returns & Exchanges
When will I get my refund?
Once the returned item arrives at our company and its contents have been confirmed, we will process the refund.
Please note that it typically takes about 7 to 10 business days for the refund process to be completed.
For payments made by credit card
After the returned item arrives, we will process the refund through your credit card company. The timing of when the refund is reflected will vary depending on your credit card company's billing cycle and processing status.
Depending on the card company, the refund amount may be deducted from the current month's bill, or it may be refunded in the following month or later after the charge has been finalized.
For specific information on when the refund will be reflected, please contact your credit card company.
I would like to return or exchange this item.
【Conditions for returns/exchanges such as size exchanges】
・The item must be unworn (trying on indoors is acceptable)
・The item must not be soiled or damaged by the customer
・The item must be in the same condition as when delivered, with all accessories such as labels and bags
Please first send us the item you have, and once its condition is confirmed, we will ship the replacement item to you.
【Regarding shipping costs for returns & exchanges】
For returns due to customer convenience, such as "it wasn't what I expected" or "the size didn't fit," the customer will be responsible for the return shipping costs. In addition, the shipping cost for sending the replacement item will be paid by the customer upon delivery.
【Regarding refunds】
We will provide a 100% refund for the item price if the returned item is confirmed to be unworn and not soiled or damaged. However, the shipping cost incurred for the initial delivery cannot be refunded. In the case of a defective product, we will cover the shipping cost of the initial delivery.
【How to return/exchange】
Customers who wish to return or exchange an item must contact us within 7 days of receiving the item at
contact@akikoaoki.com
Please note that we cannot accept returns or exchanges without prior notice. After you contact us, we will provide you with specific instructions for the return or exchange process.
Long-term absence and refusal to accept delivery
If you are not available at the time of delivery, the shipping company will leave a delivery attempt notice. Please contact the shipping company to arrange a redelivery date within the redelivery period to receive your package. If you do not contact the shipping company using the contact information provided on the delivery attempt notice, or if the address is incomplete, the package will automatically be returned to us. Please note that if you are absent for a long period, refuse to accept the product for reasons attributable to you, or if we determine that you do not intend to purchase our products due to repeated returns or cancellations, we may not be able to accept any future orders from you.