FAQ

Please read our FAQ before sending us a message.

What exactly happens after ordering?

After you place your order, you will promptly receive an order confirmation via e-mail. our colleague will go to work processing your order immediately.

How long does it take to prepare an order?

We are aiming to have your order dispatched within 2-7 business days. However, please bear with us in case we are spending extra time in checking / perfecting your items.

Furthermore, there will be chances that the item that you ordered may run out of stock though we are doing our best to avoid this from happening. We will definitely try to get you notified as soon as possible if that happens.

You may on and off notice during checkout that the estimated delivery time is exceptionally long. This could be due to that some products are currently having nil inventory and restock of the goods is in progress.

Please contact our customer service team if there is any question concerning the time to dispatch.

Do I receive an invoice for my order?

You should have received an invoice in the order confirmation email that we sent you right after your payment was processed.  You’ll find it near the bottom of the email in the “Your Purchase Documents” section.

If you didn’t receive an email, it may have been filtered to your junk or spam folder if you have one, so we recommend that you check there. 

If there’s anything else you need, please feel free to contact Aki Mart Customer Service.

Do you ship internationally?

Yes, we offer worldwide shipping!

What are the delivery charges for orders from the Online Shop?

Your delivery charges will be calculated at checkout.

How long does it take before my order gets shipped?

We are aiming to have your order dispatched within 2-7 business days. However, please bear with us in case we are spending extra time in checking / perfecting your items.

Furthermore, there will be chances that the item that you ordered may run out of stock though we are doing our best to avoid this from happening. We will definitely try to get you notified as soon as possible if that happens.

You may on and off notice during checkout that the estimated delivery time is exceptionally long. This could be due to that some products are currently having nil inventory and restock of the goods is in progress.

Please contact our customer service team if there is any question concerning the time to dispatch.

After the goods are dispatched, how long does for standard shipping to deliver the package?

The estimated delivery time displayed on the checkout page.

Standard Shipping:
10-21 business days

Vantage Express:
7-14 business days

DHL / UPS Express:
6-14 business days

Delivery time is not guaranteed for Standard Shipping as there are lot of factor affecting its speed and thus we would suggest Express Shipping if there is a date that you would like to meet. The above are estimated time required by the postal service and does not include the processing time of the Customs in the destination country. In some cases the local Customs office of your country may require additional documents and time to have your package cleared, and this may also cause further delay on the delivery.

How can I check my order status?

Sign in to your Account (the one that you made your order with) and click on "Order".

What payment methods do you accept?

We accept debit cards and credit cards with Stripe (American Express, Mastercard and Visa), Googler Pay, Paypal.

How secure is shopping in the Online Shop? Is my data protected?

Your data will be handled confidentially and encrypted with SSL (Secure-Socket-Layer) secure server software. The encrypted information of your order, your name, address, credit card or bank details cannot be read by any third party. Credit card payments will also be verified through the 3D secure procedure.

When I proceed to checkout, it says “A match of the Shipping Address City, State, and Postal Code failed.” What should I do?

Please make sure all information entered is 100% correct and there are no spelling mistakes. If the details are right but still the payment cannot be made, please contact us and we will get back to you shortly.

I received an error message when I checked out. What should I do?

If an error message occurs, this may be because:

•The debit card cannot be used for this type of payment
•Your bank has rejected the transaction due to suspicions of fraud
•The card is not activated for international transactions

Please use another card to resolve the problem. If the issue still persists, kindly contact your bank for assistance.

What if I need to modify my order or shipping address?

If it's still early in the order process, you can contact us to find out if we can edit your ordered items or change your delivery address. You can always place a second order for any additional items you want or file a cancellation request and place a new order.

Can I return my product for a refund or an exchange?

Sure! We're 100% committed to making you happy. If you wish to return your item(s), please contact us with the reason of return, within 2 days from receiving your order (according to the delivery date on the tracking record, if applicable), and we will provide the return instructions in details!

After we receive the returned item, it will be processed as soon as possible.

We only accept one-time exchange. Returns without prior communication with us will not be accepted.

What is not included in the scope of return?

The following situations are not included in the scope of return:

  • Requesting a refund for waiting too long.
  • Refunds for other items in the order when individual items are out of stock.
  • Request a refund for delayed delivery due to shipping issues.
  • Exceeded the company's return request period (must be within 2 day after receipt of the item).
  • If you arrange to replace a new item of the same design out of stock, the store will make another arrangement.

Still have a question?

Please contact us for more information.

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