FAQs

Frequently Asked Questions

Returns

Q: Do your pre-paid labels cover international returns?
1. Due to customs processing, we are unable to issue a pre-paid return label for international returns at this time. The customer will be responsible for the shipping charges to return the purchased items. AKIRA is not responsible for payment of customs, taxes, and duties. For specific information regarding custom policies and fees, please contact your local office.
  
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Q: How long does it take for me to get a refund?
1. Please allow up to 2 weeks from the time you mail your order for the return or exchange to be processed. An email will be sent to you once the return or exchange has been processed.
  
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Q: I misplaced my return shipping label. How can I get another one?
1. Please contact our customer service department for another copy to be emailed to you. Call 1-866-477-2299 or email customerservice@shopakira.com.
  
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Q: I want to return my purchase! What do I do?
1. If for any reason you are not happy with your purchase, you may return the item(s) within 30 days for a refund back to the original form of payment, less the shipping charge. Purchases made from a gift certificate will be refunded by an online store credit. Please return items in original condition (unworn, unwashed, unaltered) with the tags attached. Items that do not meet these criteria will be denied. A separate box should be used to ship shoes with the original shoebox inside. The original shoebox should be free of damage and postal labels. Earrings, cosmetics, gift certificates, and event tickets are final sale merchandise and cannot be returned. There are no returns or exchanges on merchandise marked as final sale, online or in-stores.
  
  *AKIRA reserves the right to decline the return of your item(s), or assess a 15% re-stocking fee if the above terms have not been followed.
  
  Returns should be sent along with your Return/Exchange Form to the address below:
  
  AKIRA Returns Department
  1430 W. Willow Street
  Chicago, IL 60642
  USA
  
  View Full Return Policy
  
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Shoes/Brands

Q: How do I know my shoe size?
1. The product description will indicate whether the shoe runs true to size or not. Comments and product reviews have also proven to be excellent source of information on fit and sizing. Our size chart is available here:
  http://www.shopakira.com/template/size_chart_PP.html
  
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Q: I want to know if you carry a specific brand/color/size?
1. You can shop by Brand on the left navigation bar near the bottom of each page to see all the products of each brand on one page. To view color/size availability, simply select the color and size from the drop down menu on each product page. If the product is available in the color/size combination you selected, the number of items available will appear to the left of “Add to Cart” button. If the color/size combination is unavailable for purchase, it will indicate “sold out,” or if the color or size is not an option to select in the drop down menu, then it is not available for purchase.
  
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Across the Board

Q: Are there Shopakira.com gift certificates and/or gift cards?
1. Yes, shopakira.com online gift certificates are redeemable as a coupon code during checkout. Upon purchasing, it will automatically generate a redeem code to the email address provided under section for “Shipping Details.”
  
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Q: Do you do back orders?
1. Yes, we do. You will place an order for the size/color combination that you are interested in, and AKIRA will ship when the merchandise arrives into our warehouse.
  
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Q: Do you offer Live Chat support?
1. Please contact us by phone 1-866-477-2299 or email: customerservice@shopakira.com
  
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Q: How can I write a review on a product?
1. You can write a product review on any product page. Simply scroll down on the product page and underneath the “Add New Comment”, you will see a comment box to add your comments.
  
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Q: How do I unsubscribe from any of your mailing lists?
1. Follow the instructions provided on the bottom of an email from our e-Newsletter to unsubscribe.
  
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Q: How do I use my Gift Certificate/Coupon Code?
1. Using your code is as easy as 1-2-3!
***AKIRA does not currently accept multiple redeem codes within the same purchase transaction

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Q: I tried to check out and the item in my shopping cart disappeared, what happened?
1. We are sorry that you were not able to complete your order. The selection on shopakira.com is live and reflects what is in stock at that moment. Placing an item in your shopping cart does not guarantee your right to purchase that item. Until you have completed the checkout process, another customer may purchase the item even if it is in your cart. If that happens, you will receive a message on the shopping cart page informing you that the item is no longer available and that you should remove it from your cart.
  
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Q: Is the item I want going to go on sale soon?
1. Unfortunately, Shopakira.com does not know if an item will go on sale or be marked down until it actually happens.
  It is possible for different colors within the same style to have different prices. For instance, if a blue bag is selling better than a yellow one, one might discount the yellow bag to boost sales.
  
  The best way to catch a great sale is to visit the sales section.
  
  *** Stay up to date on all sales and promotions by subscribing to the AKIRA e-Newsletter.
  
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Q: My email address has changed. How do I update this information to my current account?
1. You are welcome to update your e-mail address by logging in to your account online. The best way to do this is to take the following steps:
2. Visit the website and click on "My Account" in the upper right-hand corner of the page.
3. Log in to your account by typing your previous e-mail address and password.
4. Once logged in, click on "Your Account Details," on the left hand side of the page.
5. Update your new e-mail address.
6. Verify your "Current password" at the bottom.Update your new e-mail address
7. Click "Update My Details."
8. Your e-mail will be updated.
  
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Q: The item I want is out of stock. What do I do now?
1. Shopakira.com is very sorry that the item that you need is out of stock. Items are available on a 'first come, first served' basis, so please make sure that you place your order quickly. If an item is re-stocked, it will appear in our BACK IN STOCK section. Otherwise, you may check back our website as our inventory changes daily.
  
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Q: I'm unsure about a size of I have fit question. How do I find this information?
1. Please see our Size Chart for general information on sizing. If you still have specific questions about a fit of an item or measurement guidelines, please email our customer service department at customerservice@shopakira.com or chat live with us!
  
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Q: What does Awaiting Fulfillment mean on my order?
1. Awaiting Fulfillment just means simply that your order has been received by us and is now just waiting to be fulfilled. Once it has been shipped to you, you will receive a new email letting you know your order status has been updated. Typically, all orders are filled within the same day or the next day.
  
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Q: Why aren't my original shipping fees returnable?
1. Because the package was already shipped to you, we are unable to refund those fees. Please contact us at customerservice@shopakira.com for more detailed questions!
  
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Q: Can I return my item to a store?
1. You may return the item(s) for in-store store credit or exchange within 14 days of purchase in original condition (unworn, unwashed, unaltered) with the tags attached. Items that do not meet these criteria at the digression of the store manager, will be denied. All sale items and accessories are final sale. Must provide purchase receipt.
  
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Q: What is AKIRA's in-store returns/exchange policy?
1. You may return the item(s) for in-store store credit or exchange within 14 days of purchase in original condition (unworn, unwashed, unaltered) with the tags attached. Items that do not meet these criteria at the digression of the store manager, will be denied. All sale items and accessories are final sale. Must provide purchase receipt.
  
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Q: Was I charged twice?
1. Your credit card will only be charged once at time of purchase. Only hit the submit button once to ensure this. If you just placed your order, what you are seeing on your bank account is an authorization. This is a common bank practice handling credit card transactions to ensure sufficient funds and account authenticity. This authorization will clear (depending on your bank, usually within 48-72 hours). If you need help speeding up the process, you can contact the issuing bank of your credit card.
  
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Q: Can I use the gift card I bought at a store for online purchasing?
1. At this time, we cannot accept gift cards purchased in store on our online store nor will online gift certificates be redeemable in store. Shopakira.com operates separately from in-store retail locations.
  
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Payment Information

Q: Do you accept international credit cards?
1. Currently shopakira.com accept credit cards issued and contain a logo from either Visa, MasterCard, Discover, American Express. All payments are collected in U.S. Dollars
  
  Visa, MasterCard, Discover, American Express. ***Please make sure you enter the billing address that matches the credit card you are using to make the purchase.
  
  ***Because international credit cards do not always have address verification available, additional proof of identy may be required before your purchase can nbe shipped out. This is to protect consumers against fraudulent purchases. We apologize for any inconvenience this may cause.
  
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Q: Do you allow Cashier's Checks or Money Orders?
1. No
  
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Q: Do you charge sales tax on any item?
1. Yes. We charge sales tax on purchases shipping to Illinois and Indiana, where we have retail store locations. This is a Federal law requirement. For shipping destinations outside of the U.S., a customs tax or duties may be assessed by the local customs authority in that country.
  
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Q: Is it safe to use my credit card on your site?
1. Yes! Shopakira.com understands that the safety of your personal information is extremely important to you. We use a wide array of electronic and physical security measures and devices to protect your personal data and credit card information from unauthorized access.
  
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Q: Is it safe to use my debit card online?
1. Yes! And please note: If you choose to pay by debit card, the amount you charge will be put on "hold", meaning it will not be available to you once you place your order. Once your transaction is processed, the amount of the transaction will be withdrawn from your account and the original "hold" will be voided.
  
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Q: What forms of payment do you accept?
1. Shopakira.com currently accepts Visa, MasterCard, Discover, American Express, and PayPal for all orders.
  
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Q: What can cause my order to be delayed?
1. If the billing information you provided does not match what your bank has on file,your order may be delayed.
2. We all love sending gifts to others and ourselves, as much as we love receiving them. However, if you are shipping to an address other than your billing address your order may be delayed.
  
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Q: How do I make an order using a credit card?
1. Select the item you wish to purchase. Select the color and size you want, and click "Add To Cart."
  
  The shopping cart on the top right side of your screen will be updated with the contents of your cart. Every item that you add to your cart will be reflected in your shopping cart. If you wish to change what's in your shopping cart, you can click the "view cart" button. In this area you can remove any unwanted items.
  
  When you are ready to make a purchase, please click the "Check Out" button.
  
  There are 3 Steps to Checking out:
  1. Step #1
    Log in with your username and password. If you do not have a username and password, you can create one.
  2. Step #2
    Enter your name, billing and shipping address, and choose a shipping method.
  3. Step #3
    Review your order, total due, provide your payment information and billing address, and enter any promo codes or gift certificates. Make sure your billing address matches your credit card billing address. Click SUBMIT ORDER and you are done! You will receive a confirmation email in a few moments with all the information on the confirmation page.
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Q: What forms of payment are accepted?
1. Credit Cards:
  Master Card
  Visa
  Discover Card
  American Express
  
  Other:
  PayPal
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Q: I think I was charged twice - what should I do?
1. When an order is placed, our system will automatically authorize your card for the amount of your purchase. Sometimes, if there are any technical hiccups in the ordering process (perhaps you entered your billing address wrong and had to re-submit it), our system will authorize your card more than once. These authorizations are only "Pending" charges and will not be debited by from your account. Expect these "Pending" charges to drop off your bill within 2-3 business days.
  
  If you still see un-accounted charges on your credit card statement after 2-3 business days, please contact Shopakira.com directly.
  
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Shopakira.com Online Store Credit

Q: How can I obtain the balance of my store credit?
1. Your Store Credit balance is listed in the store credit section on the My Account Page. My Account is accessible near the top right side of shopakira.com. You may also obtain your balance of store credit by contacting us at 1-866-477-2299.
  
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Q: How do I use store credit?
1. The easiest way for you to use store credit is applying it during the checkout process. To do this, start by being logging in your shopakira.com account. Once logged in, select your purchase items and go to your shopping cart. Once your billing and shipping details are entered and you have selected a shipping method, you will find an order summary on the “Order Confirmation section”. Below your order summary on the left side is different options for payment. Here, your store credit will be defaulted to apply toward your purchase, then you will select the form of payment (credit card of PayPal) for the balance of your purchase transaction.
  Please note that if you do not have store credit available for use, this button will not appear in your shopping cart.
  
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PayPal

Q: How do I sign up for PayPal?
1. You can sign up for a PayPal account by going to https://www.paypal.com.
  
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Q: How do I use a PayPal payment option?
1. Existing PayPal users who would like to use PayPal payment method when placing an order can click on the "Checkout with PayPal" button when checking out. New PayPal users who would like to use PayPal as a payment method will be redirected to the PayPal website to sign up for an account and will be presented with the "Checkout with PayPal" option when they get back to the website.
  
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Q: How is billing done for PayPal?
1. Customers who sign up for a PayPal account must sign a Billing Agreement which will authorize the merchant to take out their payments directly from their PayPal account. Only then can the customer be able to control how to pay for their purchases. For detailed information, customers can contact PayPal customer service by calling 888-221-1161.
  
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Q: What do I do if I have questions about my PayPal account?
1. You may contact PayPal customer service by calling 888-221-1161 or go to https://www.paypal.com for support and additional information.
  
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Q: What is PayPal?
1. PayPal is a payment method for online purchases enabling buyers and businesses to send and receive money online. As of today, PayPal has over 100 million member accounts in 190 countries and regions. One advantage of using PayPal payment method is that it offers faster, safer and easier checkouts and promises to protect customers from revealing their credit card and other financial information to the merchant.
  
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Q: When are funds transferred out of my PayPal account for my order?
1. PayPal withdraws money from your PayPal account immediately after checkout. If the balance is lower than the total payment, PayPal offers credit products or the option to pay from your bank account or a credit card. Customers who do not have a PayPal account at this point will need to use a valid credit card to complete the payment. For detailed information, customers can contact PayPal customer service by calling 888-221-1161.
  
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Technology

Q: What are cookies? Do I need to enable cookies on my browser?
1. A cookie is a small amount of data that is sent to your browser from a web site and is stored on your computer's hard drive. If your browser's preferences allow it (most browsers are installed with cookies enabled), each web site can send its own cookie to your browser. To protect your privacy, cookies do not store personal information but instead use anonymous unique identifiers. Each web site can only access the cookie they have sent to your hard drive, not the cookies sent by other web sites.
  You need to enable cookies on your browser to enjoy all the shopping features on shopakira.com. Cookies need to be enabled on your browser so you can add products to your shopping cart and to access your account information. If you share your computer with others and you do not want them to have access to your account information, be sure to log out before leaving your computer unattended. You can log out by clicking on "Logout” link at the top of the page.
  
  For more information about how we use cookies, See Our Privacy Policy: http://www.shopakira.com/pages/privacy.html
  
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Q: When placing an order I get an error message stating that there has been an authorization failure. What went wrong?
1. Please double check the credit card number and expiration date on your card. Also, please be aware that Zappos.com currently accepts Visa, MasterCard, Discover, and American Express for credit card payment.
  
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About

Q: Are there any benefits to having an account with you?
1. With your Shopakira.com account, you will have access to the following information:
1. Your Account Information
2. Your Order History
3. Process a Return
4. Stay up to date with sales and promotions and the latest fashion trends
  
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Q: How can I get assistance if I need it?
1. Quick and Easy Solutions - We're Here to Help You!
  
  Call Shopakira.com Customer Service:
  You can contact us by phone at 1-866-477-2299
  
  Email Shopakira.com:
  Shopakira.com looks forward to helping you with your inquiry. We respond to email messages in the order that they are received, and we will respond to your email as quickly as possible. Email us at CustomerService@shopakira.com
  
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