FAQ
Frequently Asked Questions
Register to our newsletter and don't miss out on the latest news.
Orders
-
What is the availability status of items on the site?
All items for sale on the Akris.com e-boutique are available. However, it may be that a sale is made simultaneously online and in one of our boutiques. In such cases, our customer service will contact you as soon as possible. If your size is currently not available, please reach out to us under the Contact us section or leave your email address by clicking on “Get notified”. You will get an email once your size is back in stock. -
How may I get assistance with my online order?
Just get in touch with our Customer Service by telephone or by email. Contact us section. -
How do I know my size?
Please check out our size guide (open the menu on the top left and then click on "FIND YOUR SIZE" or on the product pages click on size finder for additional sizing information. -
I just finalized my order but I still have not received the order summary.
You may experience a few minutes delay after you have placed your order and before you receive the order summary. You should also check your "Spam" inbox, as the message may have been delivered there depending on your email settings. If you still have not received an email, please contact Customer Service. -
How do I cancel or modify my order?
Please contact our Customer Service as soon as possible by telephone or by email under the Contact us section. We will make every effort to accommodate your request. However, once an order has been submitted, we cannot guarantee that the purchase can be cancelled or modified right away. However, it will still be possible to return the order and get a refund.
Gifts
-
Will my order be gift wrapped?
On the checkout page you can select complimentary gift wrapping.
Your purchases are delivered in a black Akris box. -
Can I include a personalized gift message with my purchase?
When confirming your order, it is possible to include an accompanying card for a gift order. You can enter a message or request a blank card which you can personalize yourself. -
Can I use a gift card or store credit while shopping online?
Akris gift cards and store credits may not be used on the Akris.com website. Gift cards purchased online may be used for purchases on akris.com only.
Please consult the conditions listed on your gift card for its terms of use in store. -
Will my gift order include the price of the items?
An order will be considered a "gift" if you will select “gift wrapping” on the checkout page. The price of the items is not shown in the accompanying order slip. -
Can I request not to have the prices shown anywhere within the parcel?
To request a delivery with no pricing information, please select “gift wrapping” on the checkout page. Alternatively, please contact our Customer Service.
Delivery
-
How much is the shipping?
Complimentary shipping on orders EUR 1'000 and up (otherwise a flat rate of EUR 20.00 will be charged). The book "selbstverständlich" will be shipped for a reduced flat rate of EUR 10.00 (only within Switzerland, Germany and Lichtenstein). -
What kind of shipping services do you provide?
All orders are shipped by UPS. -
How long does the delivery take?
Approx. 3-5 business days from the time you place your order (customized products are delivered within 3-4 weeks). Please note that orders outside Europe may take longer to ship depending on the country you are in. Orders with more than one product may be shipped in separate parcels with different delivery dates. If you need your order to arrive on a specific date, please contact our customer service and we will try our best to ensure the timely delivery. -
Is there any exception on delivery times?
Some orders may take up to 72 additional hours to process as some stock needs to be shipped from the USA. If a standard order is placed over the weekend, the earliest it will ship is Monday. Additional validation may be required for all orders and can delay delivery. -
How do I know when my order has been processed?
Once your order has been processed, you will receive an email with the tracking number confirming your order has been shipped. -
How can I track my delivery?
Log in to your "Account" by clicking on the link located at the top right of the Akris.com website. Use the menu to track your order. If necessary, please feel free to contact our Customer Service by telephone or by email under the "Contact us" section. -
Where does Akris.com deliver?
Akris.com is based on fulfilment processes based out of the US, Europe, Switzerland and Japan. At the moment we serve the following areas: Switzerland, all countries of the European Union, Norway, Principality of Liechtenstein, Great Britain, Bosnia & Herzegovina, Singapore, Hong Kong, Japan (only on our JP shop), Australia, New Zealand, Israel, Lebanon, Southafrica (8 of 9 provinces - except Gauteng), USA and Canada (only on our US shop).
Customers in all the above countries do not have to pay customs duties - Akris organizes customs clearance and covers the cost of it (also in case of a return).
We will make every effort to ship to addresses outside of these regions, but we reserve the right to refuse orders there if circumstances beyond Akris' control require us to do so. Please contact our customer service if you require delivery to another country. Read more about international deliveries here. -
Could you deliver to a PO box or Mailbox?
For security reasons, Akris.com will not process any order that is requested to be delivered to a general delivery address, P.O. Box or APO/FPO address. All Akris.com packages are personally delivered to their recipient and, as a result, no packages will be dropped off in a mailbox. -
Is a signature required for delivery of my order?
In some cases the recipient's signature might be required on receipt of the parcel. -
Can you deliver to my hotel?
We can indeed deliver to your hotel. Please provide the name and address of your hotel, as well as the dates that you will be staying there, in the "comments" area when you place your order so that our Customer Service can have your package delivered within the given time frame. If we are unable to deliver within this time frame, we will contact you to give you prior notice. -
Can you delay my delivery?
We can delay your delivery for a few days. Please note down in the “comments area” when you will be back home so that our Customer Service can have your package delivered from then onwards.
Payment
-
Which payment methods do you accept?
Akris accepts the following forms of payment for online purchases:
- Visa
- Mastercard
- Maestro
- American Express
- Diners
- PayPal
- Zahlung auf Rechnung (mit Klarna)
- Shop Pay (Shopify)
- Apple Pay
- Google Pay
- eps Transfer
- Sofort Transfer -
Can I use different payment methods per order?
At this time, we only accept one form of payment per order. -
Is my payment secure?
All the transactions made on the Akris.com website are secure. The padlock symbol next to the address bar of the page beginning with "https" indicates that you are in a secure setting.Akris has also established specific security measures to protect your personal information from non-authorized access and use.
-
Can I place an order using a bank card that is not my own?
Yes, in this case please indicate the billing address associated with the card. -
When will my credit card be debited?
Cards and other payment methods are debited once your order has been accepted. -
What is the security code on my payment card?
A unique code made up of 3 or 4 digits secures remote sale transactions.
This code can be found:- on the back of your credit card in the signature field. It is made up of 3 digits (Visa or MasterCard, for example).
- or on front, above your card number. It is made up of 4 digits (American Express, for example).
Returns and exchanges
-
How long can I return or exchange an item?
Products can be returned or exchanged within 14 days from the date of purchase or delivery. However, we know that time is your most precious commodity and in some cases may not be readily available for such matters. Please complete the return form on this link. Once the return has been approved, you will receive a shipping label by e-mail which you can print and place on your package. Kindly note that shipping charges are not refundable. -
-
Can I return or exchange a customized item?
Please note that customized items (like personalized straps or bags with personalized straps) cannot be returned or exchanged.
These items can only be returned to us if there is a manufacturing defect or if Akris made an error in processing the order.
How do I return or exchange an item ordered via Akris.com?
- Complete the return form on this link.- Once your return has been approved, you will receive the return label by e-mail.
- Prepare your package: Place your item in its original packaging and with the original receipt.
- Put the pre-paid label you received in the e-mail on your package: Cover old address labels with the new pre-paid label and securely seal your package with tape.
- Deliver your package to UPS: Drop your package off at any UPS store or pick-up location.
-
-
Can I exchange an item ordered via Akris.com?
Please note that exchanges are subject to merchandise availability. We will inform you if we are unable to fulfill your order. -
Will you accept used merchandise?
Merchandise that has been worn, used, altered or damaged will not be accepted. Akris reserves the right to refuse return of any merchandise that does not meet the above return requirements at Akris sole discretion. -
How can I return my bag with exotic skin?
Depending on the country of delivery the return of items purchased via Akris.com such as bags with exotic skin may require you to contact the Akris Customer Service department to organize their return. Please feel free to reach out to us before arranging the return. -
Can I return Akris products which I have purchased in another shop directly to Akris?
Please reach out to the shop you have purchased the product in order to claim exchange or refund. -
How will you issue the refund?
Refunds will be issued in the same form as the one utilized for payment. -
Can I get my refund in one of your stores?
Akris storesdo not refund products purchased via Akris.com. -
When will I receive my refund?
We strive to issue refunds as quickly as possible. You should receive your refund within 15 business days after your returned item(s) is/are received at our warehouse.
Customer Account
-
Why should I create an account on Akris.com?
- You may find convenient to create an account in order to:
-
Access your information at any time, from all your devices:
-
Create and save your personal wishlist to access on any device
-
Manage your address book
-
Go to your order history
-
Update your personal data
-
How do I log in if I've forgotten my password?
Click "Account" at the top right of the Akris.com website, then click "forgot password". After entering the email address linked to your account, an email will be sent to you allowing you to re-set your password. -
How do I make changes to my Akris.com account?
Simply sign in to your account and, by navigating the menu on the right, change the email address and/or password associated with your account, or edit or delete saved addresses -
How do I edit my Akris.com account?
To delete your Akris.com account, please contact Customer Service by telephone or email via the “Contact us” page.
Products
-
Where else can I purchase Akris products?
Visit our store locator to see the full list of our own stores as well as our partners with opening hours and contact details. -
Why can't I find an item on the website?
Each Akris store and partner is free to choose their own assortment. The Akris.com site offers a selection of products that are all in stock in our own boutiques. As our offering is constantly being updated, we invite you to check back regularly. -
How do I find an item on the website?
You may search our site by entering your request in the "Search" field located at the top left of your screen.Our Customer Service is at your disposal to assist you in your search, by telephone or by email under the "Contact us" section.
-
Does Akris offer customization services?
For special requests please contact our Customer Service department by telephone or email via the “Contact us” page or visit one of our stores.
Newsletter
-
Why sign up for our newsletter?
The Akris newsletter is an easy way to stay up to date with our latest news: events, fashion shows, exhibitions or new items.We are committed to never communicating your email address to third parties.
-
How can I sign up to your newsletter?
You can register directly by entering your email address on Akris.com. -
How can I unsubscribe from your newsletter?
You can unsubscribe directly:- By clicking the unsubscribe link at the bottom of our emails
- By sending us an unsubscribe request by email via the "Contact us" section.
-
What is your Privacy Policy?
Please find out more details on our Privacy Policy.
Anything missing? Just contact Us.