Customer Services

Customer Services

Returns

AKU Returns & Exchanges

We’ll keep this simple. Start your return request first, then follow the instructions in your authorisation email. This ensures your return is tracked and processed quickly.

Republic of Ireland (Eire): if you are based in Eire, please contact [email protected] before sending anything for return, repair or inspection.

Please don’t send items back without authorisation. Your return address and instructions are issued by our team after you submit a request on our Returns Page.
Policy summary
 
Returns (refund)
  • Refunds are available within 30 days of original purchase.
  • Items must be as new, with all original packaging, in a saleable condition.
  • Please try items indoors only, on a clean surface.
  • Return shipping is always the customer’s responsibility (we do not offer free returns).
Exchanges (size only)
  • Exchanges are only available for the same product code in a different size.
  • For a different product/style, please return for a refund and place a new order.
  • Exchange availability depends on stock when your return is processed.

We recommend using a tracked service and keeping proof of postage. The parcel remains your responsibility until it arrives back with us.

Start a return or exchange
 

Use our returns portal to request a refund or an exchange:

Go to our Returns Page →

You’ll need your order number and the email address used at checkout.
Processing times & return status
 

Once your return arrives back with us, please allow up to 15 days for processing. You’ll receive an email when your return is completed (please check spam/junk folders too).

Returned it but heard nothing? If it has been more than 15 days since the parcel was delivered back to us, email [email protected] with your order number and your return tracking details so we can investigate.
Exchanges (same product code)
 

If you need a different size in the same product code, submit your request on our Returns Page and select Exchange, then choose the size you require.

Want to change to a different style or colour? Please return for a refund and place a new order.

Refunds
 
  • Refunds are credited to the same payment method used for the original purchase.
  • If your original payment method is no longer available (e.g. expired card), we will contact you.
  • Refunds are processed in GBP (sterling). We cannot account for exchange rate fluctuations.
  • Discount/partial refund requests: we do not offer discounts or partial refunds as an alternative to returning an item. Please use the returns portal above.
Faulty items, damage in transit, or issues on arrival
 

If your item arrived damaged, is sub-standard, or you believe there is a defect, please email [email protected] with your order number and clear photos (plus a short description). We’ll reply with the best next step.

Bought elsewhere (third-party retailer)

If you purchased from another retailer, returns and exchanges are normally handled by the store you bought from. If you’re unsure what to do, you can still email [email protected] and we’ll advise the best route.
Order changes & cancellations
 

Once 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). Orders cannot be cancelled or amended once dispatched.

Need help?
 

If you’re having trouble with the returns portal, can’t find your order number, or want to cancel a return request, contact:

Email: [email protected]
Telephone: +44 1250 718032
Returns & exchanges FAQs
 
How do I start a return or exchange? Start your request on our Returns Page. You’ll need your order number and the email used at checkout.
Where do I send my return? Please don’t send items back without authorisation. Your return address and instructions are provided in your return authorisation email after you submit your request on our Returns Page.
How long do returns take? Once your parcel arrives back with us, please allow up to 15 days for processing. We’ll email you when it’s completed (check spam/junk folders too).
I returned my order — what if I haven’t heard back? If it’s been more than 15 days since delivery back to us, email [email protected] with your order number and tracking details so we can investigate.
Can I exchange for a different model? Exchanges are for the same product code in a different size only. If you want a different style/product code, please return for a refund and place a new order.
Who pays return postage? Return shipping is always the customer’s responsibility. We recommend using a tracked service and keeping proof of postage.
What if my item is faulty or arrived damaged? Email [email protected] with your order number and clear photos (plus a short description). We’ll reply with the next steps.
I bought from another retailer — can I return to AKU UK? Returns and exchanges are normally handled by the retailer you purchased from. If you’re unsure, email [email protected] and we’ll advise the best route.
Can I get a partial refund/discount instead of returning? We don’t offer discounts or partial refunds as an alternative to returning an item. Please use the return process at /returns.
I’m based in Eire (Republic of Ireland) — what should I do? Please contact [email protected] before sending anything for return, repair or inspection.