Customer Services

Customer Services

Order FAQs

Answers to the most common questions about ordering from AKU UK — including payment, discount codes, dispatch emails, tracking, DPD delivery issues, order changes, cancellations, and what to do if something isn’t right.
Delivery info
Delivery Information →
Returns policy
Returns & Exchanges →
Start a return
Go to /returns →
Top order questions
 
I didn’t receive an order confirmation email Check spam/junk folders and search for “AKU”. If it’s still missing, email [email protected] with your name and the email used at checkout so we can locate your order.
When will I get tracking? You’ll receive a dispatch email when your order leaves us (delivery times apply from dispatch). If you can’t find it, check spam/junk and search for “DPD”.
Can I change my order or delivery address? Once an order is placed, we can’t change items, size/colour, delivery address or delivery method. If you’ve made a mistake and your order hasn’t dispatched yet, email [email protected] as soon as possible and we’ll advise the best available option.
Who delivers AKU UK orders? UK Standard and UK Express deliveries are carried out by DPD.
My tracking says “delivered” but I don’t have it Check DPD tracking notes for a safe place or neighbour delivery. If you still can’t locate it, email [email protected] with your order number and tracking details so we can help.
Can I choose DPD Pickup / ParcelShop? Yes — this can be selected at checkout. Please follow DPD tracking for collection timeframes. If there’s an issue, email [email protected].
I received the wrong item / damaged item Email [email protected] with your order number and clear photos (including labels/size markings) and we’ll advise the quickest fix.
How do I return or exchange? Start your request on our Returns Page (authorisation required). For full details, see the Returns policy.
Ordering & payment
 
What payment methods do you accept? Payment options are shown at checkout. If you have any issues placing an order, email [email protected].
Can I use more than one discount code? Only one promotional discount code can be applied per order. If a code isn’t working, double-check it’s entered exactly as provided and that it meets any stated conditions.
My newsletter / promo code isn’t working — what should I do? First, check spelling (copy/paste can add spaces), and confirm the code hasn’t expired. If it still won’t apply, email [email protected] with the code and what’s in your basket so we can help.
Order confirmation & emails
 
I didn’t receive an order confirmation email Please check spam/junk folders first and search your inbox for “AKU”. If nothing arrives, email [email protected] with your name, email used at checkout, and the approximate order time so we can locate your order.
When will I receive dispatch and tracking details? You’ll receive a dispatch email once your order leaves us. Delivery times apply from dispatch. 
Delivery, tracking & DPD
 
Who delivers AKU UK orders? UK Standard and UK Express deliveries are carried out by DPD.
Can I choose DPD Pickup / ParcelShop? Yes — this can be selected at checkout. Please follow DPD tracking updates carefully for collection timeframes. If your parcel is returned or there’s a collection issue, email [email protected] with your order number.
My tracking says “delivered” but I don’t have it DPD may use a safe place or neighbour option after dispatch. Check your tracking for delivery notes. If you still can’t locate the parcel, email [email protected] with your order number and tracking details so we can help.
My parcel is delayed / hasn’t arrived Please follow DPD tracking updates first. If the parcel looks stuck, or if delivery has been missed repeatedly, contact [email protected] with your order number so we can investigate.
What if a courier investigation is needed? By placing an order, you agree to cooperate with reasonable courier investigation procedures (including completing required documentation) to help us resolve delivery issues. 
Changes, cancellations & mistakes
 

When an order has been placed, it is not possible to change any parts of the order (including adding/removing items, changing size/colour, or changing delivery address/method). An order cannot be cancelled or amended once dispatched.

If you believe you entered incorrect details and your order has not yet dispatched, email [email protected] as soon as possible with your order number — we’ll advise the best available option.

Problems with your order
 
I received the wrong item / wrong size / wrong colour Please email [email protected] with your order number and clear photos of what you received (including labels/size markings). We’ll advise the quickest fix.
My item arrived damaged / seems faulty Email [email protected] with your order number, photos, and a short description of the issue. We’ll reply with the next steps.
I want a refund instead of an exchange (or vice versa) Start with the returns portal on our Returns Page. If you need to change what you selected, email [email protected] with your order number before sending anything back.
Ordering outside the UK
 

AKU UK ships to UK addresses. For Ireland/EU and other regions, ordering and delivery options differ — please use the relevant regional site (for example, AKU.com). 

Need help?

Email: [email protected]
Telephone: +44 1250 718032