Frequently Asked Questions
FAQ Topics
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| Q |
What payment methods do you accept?
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| A |
We currently accept Visa, Mastercard, Discover, American Express, PayPal, Apple Pay, Amazon Pay, and Sezzle. |
| Q |
My credit card was declined, what do I do now?
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| A |
The majority of declined payments occur because of an incorrect billing address. Ensure that the address is entered accurately and complete. If the problem persists, reach out to your banking institution. |
| Q |
Who is responsible to pay customs duty and value-added tax (VAT)?
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| A |
AKIRA is not responsible for any customs duties, value-added taxes, or any other costs and fees associated with international shipments. Please be aware that depending upon your country, you may incur additional costs to receive your items. |
| Q |
What U.S. states do you charge sales taxes in?
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| A |
shopAKIRA.com charges sales tax for purchases with delivery addresses in California, Illinois, Indiana, Missouri, and Wisconsin. |
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| Q |
I placed my order, when will it ship?
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| A |
Please allow 48 business hours of processing time from when your order is placed to the time it is shipped. Under unusual circumstances of extremely high volume, please allow us 72 business hours of processing time. We have a variety of shipping options to meet your expectations. Check out the one that best fits your needs by clicking HERE. |
| Q |
What orders qualify for free shipping?
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| A |
All domestic US orders totaling $60 and over (before taxes and after discounts) qualify for free Standard (5-7 Business Days) Shipping. International orders totaling over $250 and over qualify for free Standard International (5-20 Business Days) Shipping. Expedited shipping methods are available for an additional charge. |
| Q |
What countries do you ship to?
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| A |
AKIRA is global! We ship to over 150 countries around the world. Check out our complete list by clicking HERE. |
| Q |
How long does it take to receive my package?
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| A |
AKIRA offers a variety of shipping options to meet your needs. In the US, we have options that range from overnight, 2-day, and standard 5-7 business days. For our local Chicagoland customers, we also offer a same day delivery option as well as in-store pick up. Our international fashionistas have an expedited (3-5 business days) or standard (10-20 business days, depending on location) option. Orders are generally shipped out the same day if purchased before 3:00PM CST Monday - Friday. |
| Q |
How do I track my package?
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| A |
You can track your package by clicking on the link provided in your shipment confirmation e-mail or by logging into your account by clicking HERE. |
| Q |
My package was returned to AKIRA, what do I do?
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| A |
Occasionally there are instances where orders are returned to us because of an invalid address or multiple delivery attempts by the shipping company. We will contact you when your shipment arrives back to our distribution center and let you know your options. If you have any questions regarding your shipment, feel free to contact us by clicking HERE. |
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| Q |
How long does it take to process my return?
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| A |
It generally takes 3-5 business days to inspect and process your return after it has arrived at our distribution center. It could take an additional 5-7 business days to receive your refund on your original form of payment, depending on your banking institution. |
| Q |
How much does it cost to use a return label?
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| A |
A prepaid UPS return label is included with any shipments that qualify for returns. A $7.95 charge will be deducted from the refund total for usage of the label. Items marked Final Sale on the site do not qualify for returns and will not include a prepaid label with the shipment.
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| Q |
What items cannot be returned?
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| A |
Items that have "Final Sale" on the product page along with any bodysuits, tights, swimwear, jewelry, fashion face covers, fashion or styling body tape, and gift certificates/cards are not returnable. |
| Q |
How do I use a USPS return label that was supplied with my order?
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| A |
Please affix the USPS return label to the well packed return item. The package can be given to any USPS mail carrier or dropped off at any United States Post Office. Do not place labels on shoe boxes. All shoe returns must be shipped in their original box inside a shipping box.
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| Q |
I'm in the neighborhood, can I pick up my order or drop off a return?
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| A |
Unfortunately AKIRA cannot allow customers to stop by their distribution center. If you need great fashion in a hurry, check out our Same Day Shipping option by clicking HERE. Each of our locations accepts returns for store credit within 14 days of purchase. |
| Q |
If I received a defective item, what should I do?
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| A |
If you happen to receive an item with a manufacturer's defect, you may ship it back using the USPS return label that we have supplied with your order. Feel free to give us a call, shoot us an email, or chat us to let us know about any problems that you experience. We can be reached by clicking HERE. |
| Q |
Can gift certificates that I bought in a store be used online and vice versa?
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| A |
At this time, gift cards purchased in one of our store locations can only be used in-store. Gift certificates purchased on shopAKIRA.com may only be used on the website. They are currently not interchangeable. |
| Q |
I am unsure of the size I need to order, how can I find the fit?
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| A |
Check out our sizing chart to get a good idea of the ideal size for you by clicking HERE. |
| Q |
I have a question about a charge on my card, what do I do?
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| A |
Give us a call, shoot us an email, or chat us. We're more than happy to go over any charge that you may have a question on. We can be reached by clicking HERE. |
| Q |
What are your customer service hours?
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You may email us anytime at [email protected] We are available via Live Chat, Sunday - Saturday, 7:00AM - 7:00PM, or can be reached by phone Monday - Friday, 7:00AM - 7:00PM CST, at 1-773-726-3871. |
| Q |
I would like to exchange an item for a different size, what do I do?
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| A |
AKIRA does not currently accept exchanges. We suggest purchasing a different size or item and returning the original piece. |
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| Q |
I want to work for AKIRA! Where do I send my resume?
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We are always looking to meet passionate fashionistas! Shoot an e-mail introducing yourself with a copy of your resume to [email protected] |
| Q |
I would like to give feedback about an experience I had in your store. Who do I contact?
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We love to hear from our customers! Drop us a line by visiting our Contact Us page HERE. |
