Order FAQs

Customer Care

What is our refund and returns policy?

If you are not satisfied with your order, please visit www.aku.co.uk/returns and complete the online returns request form. 

You can get a full refund or exchange an item, for any reason, within 30 days of the original purchase. Items must be returned to us as new, with all original packaging and in a saleable condition.

When an order has been placed, it is not possible to change any parts of the order. This includes adding or removing items, changing the size or colour, or changing the delivery address or method. An order cannot be cancelled once despatched.

What do I do if I receive a faulty or damaged item?

In the unlikely event that the item is sub standard or we have sent you the wrong product please email [email protected] your order number, your name and address, details of the product, reason for return and if you require a refund or a replacement. We will then send you instructions.

For refunds please allow 14 - 21 working days for the amount to appear in your bank account. This time frame is dictated by your bank or card issuer and is outside of our control. Your refund will be credited to the same card with which you made your original purchase. If for any reason this is not possible, (i.e. the card had been declined or has expired) we will send a cheque to your billing address.

We'll pay the shipping charges for the return of faulty or incorrect goods. These charges will be refunded to the card the order was initially placed with.

What payment methods do we accept?

We can only supply goods that are ordered through the aku.co.uk website or by telephone. All payments including all shipping, handling and packing fees must be made by either credit or debit card. Aku cannot accept any other form of payment such as cheques, postal orders or cash.

Is it safe to use my credit / debit card online?

To help ensure that your shopping experience is safe, simple and secure, Aku.co.uk uses the industry standard Secure Socket Layer (SSL) technology. This encrypts and protects the critically sensitive details you send us over the internet including your name, address and credit card details. This encryption ensures that nobody can read the information being sent between your pc and our website.

SSL technology not only encrypts information, it also assures your browser that your data is being sent to the correct and secure computer server and it also checks the data being transferred to ensure that it has not been altered in any way. When you enter an SSL enabled area of the site you will see a padlock at the bottom of your browser. This means that the information you enter here is protected.

SSL technology makes online purchasing secure. 

How will I know you received my order?

We'll send you a confirmation email acknowledging receipt of your order. If you do not receive this, please contact us

Delivery times apply from the time your order is dispatched. You will receive an email once your order has been dispatched.

How quickly will my order arrive?

All orders placed before 10am, where next day delivery has been selected, are dispatched on the same day, but this can vary during our busiest periods, especially on Mondays, when we go into sale or when the office has been closed for a period of time.

Delivery times apply from the time your order is dispatched. You will receive an email once your order has been dispatched.

There may be circumstances beyond our control which may lead to delays. we cannot be held responsible for any delays incurred by our carriers.

My order has not arrived what should I do?

If you have received a tracking number please use the tracking number on the relevant company website and see if you need to provide the carrier with additional information or rearrange delivery.

If that still doesn't help or you haven't received your order within 5 working days then please email [email protected] and we'll investigate and get back to you.

Very occasionally, packages do get lost in transit. If this happens we will keep you informed and resolve as quickly as possible.

How much do you charge for shipping?

All options are displayed at the checkout.

Shipping charges are dependent upon type of delivery service and location. Once you have selected your purchases, delivery charges are automatically calculated and displayed on the checkout page before any payment is taken.

Is my personal information kept private?

All of your credit card details are strictly private and confidential. We acknowledge that we're bound by the General Data Protection Regulation and that we won't disclose these details to any third party. As a matter of good practice, we don't share any personal information with anyone and we do not sell it to others. Your email address and contact number can be provided to our carriers for delivery purposes.

How do I convert GBP Sterling into another currency?

All currency conversions can be performed free of charge here at XE