Orders
Can I cancel or change my order?
Can I cancel or change my order?
Contact hello@akitoscissors.com as soon as possible with your order number and the change you would like to make.
We will always try to help, but orders that have already been processed or dispatched may not be possible to cancel or amend.
What if there is a problem with my order?
What if there is a problem with my order?
Contact hello@akitoscissors.com with your order number and a description of the issue.
Photographs may help us resolve problems involving damaged, incorrect or missing items more quickly.
What if part of my order is missing?
What if part of my order is missing?
Check the packaging carefully, as smaller products and accessories may be packed inside the scissor box or protective materials.
If an item is still missing, email hello@akitoscissors.com with your order number and details of the missing product.
What happens if my order arrives damaged?
What happens if my order arrives damaged?
Contact hello@akitoscissors.com as soon as possible with your order number and clear photographs of the product and packaging.
Our team will assess the issue and arrange the most appropriate replacement, return or other solution.
Returns
What is your returns policy?
What is your returns policy?
All Akito physical purchases can be returned within 30 days of delivery for a full refund.
You can try and use your purchase during this period. Before returning it, ensure it is clean and in the same condition in which you received it, with the original packaging, accessories and included items.
Sharpening and other completed services are excluded.
Are returns free?
Are returns free?
Yes. Return shipping is free and there are no unnecessary return or restocking fees.
Contact our team before sending anything back so we can provide the correct return instructions.
How do I begin a return?
How do I begin a return?
Email hello@akitoscissors.com with your order number and let us know which product you would like to return.
Our team will provide the return instructions and guide you through the process.
How long does it take to process my return or exchange?
How long does it take to process my return or exchange?
Once we receive your returned item, processing typically takes 3-5 business days. Refunds will be issued to your original payment method, or the exchanged item will be shipped promptly.
Can I try and use my purchase before returning it?
Can I try and use my purchase before returning it?
Yes. The 30-day period gives you time to try your purchase and make sure you are completely happy with it.
It must be returned clean, undamaged and in the same condition in which you received it.
What must I include with my return?
What must I include with my return?
Return the product with its original box or packaging, accessories and all included items.
You do not need to keep or return the outer mailing envelope or delivery bag.
Refunds
How will I receive my refund?
How will I receive my refund?
Once your return has been received and inspected, the refund will be issued to the original payment method used for your order.
How long will my refund take?
How long will my refund take?
Our team processes refunds promptly after receiving and inspecting your return.
Depending on your bank or payment provider, it may then take 3-5 business days for the funds to appear in your account.
Will I receive confirmation when my refund has been issued?
Will I receive confirmation when my refund has been issued?
Yes. You will receive confirmation once the refund has been processed by our team.
Your bank or payment provider will then determine how quickly the funds appear in your account.
Are there any refund or restocking fees?
Are there any refund or restocking fees?
No. Akito does not charge unnecessary refund or restocking fees.
A price difference will only apply when exchanging your purchase for a product with a different price.
What should I do if my refund has not appeared?
What should I do if my refund has not appeared?
Allow 3-5 business days after receiving your refund confirmation.
If the funds have still not appeared after this period, contact your bank or payment provider and email hello@akitoscissors.com so we can help.
Exchanges
Do you offer free exchanges?
Do you offer free exchanges?
Yes. You can exchange your purchase for another size, model or product within 30 days of delivery without paying a return or exchange fee.
Any difference in product price will still apply.
How do I arrange an exchange?
How do I arrange an exchange?
Email hello@akitoscissors.com with your order number, the product you are returning and the replacement you would like.
Our team will confirm availability and provide the exchange instructions.
Can I exchange my scissors for a different size?
Can I exchange my scissors for a different size?
Yes. You can exchange your scissors for another available size within the 30-day period.
Our team can also help you compare the available sizes before arranging the exchange.
Can I exchange my purchase for a different model?
Can I exchange my purchase for a different model?
Yes. You can exchange it for another model or product.
Any difference in price between the original purchase and the replacement will be charged or refunded as appropriate.
What happens if the replacement product is unavailable?
What happens if the replacement product is unavailable?
Our team will help you choose another suitable product or arrange a full refund.
We will confirm the available options before completing the exchange.
Shipping
Do you offer worldwide shipping?
Do you offer worldwide shipping?
Yes. Akito offers express worldwide shipping, with free shipping available.
The delivery options and any applicable charges for your location will be shown at checkout.
Are Akito orders tracked and insured?
Are Akito orders tracked and insured?
Yes. Orders are sent using tracked and insured delivery services and are securely packaged for protection during transit.
Tracking information will be provided after dispatch where available.
How long will delivery take?
How long will delivery take?
Delivery times vary depending on your location and the service selected at checkout.
The estimated delivery timeframe will be shown during checkout and may also be included in your dispatch confirmation.
How can I track my order?
How can I track my order?
Once your order has been dispatched, you will receive an email containing your tracking information where available.
Tracking may take a short time to become active after the courier has collected your parcel.
What should I do if my tracking has stopped updating?
What should I do if my tracking has stopped updating?
Tracking can occasionally pause while a parcel moves between courier facilities or passes through customs.
If there has been no update for an unusual amount of time, email hello@akitoscissors.com with your order number and our team will investigate.
Tracking may take a short time to become active after the courier has collected your parcel.
Customs & Imports
Will I have to pay customs duties or import charges?
Will I have to pay customs duties or import charges?
No. Akito prepays applicable customs duties, import taxes and import charges.
You should not be asked to make an additional customs payment when your parcel arrives.
Is the price shown at checkout the final price?
Is the price shown at checkout the final price?
Yes. The price shown at checkout is the price you pay.
Applicable customs duties and import charges are included, so there should be no unexpected customs bill on delivery.
What should I do if a courier asks me to pay a customs charge?
What should I do if a courier asks me to pay a customs charge?
Do not make the payment before contacting us.
Email hello@akitoscissors.com with your order number and a copy or photograph of the payment request so our team can investigate.
Can customs delay my order?
Can customs delay my order?
International parcels may occasionally be delayed by routine customs processing or inspection.
Although Akito prepays the applicable charges, customs authorities and couriers control the inspection and release process.
Warranty
Do all Akito scissors include a lifetime warranty?
Do all Akito scissors include a lifetime warranty?
Yes. Every pair of Akito scissors is supported by our lifetime warranty against manufacturing defects.
What does the lifetime warranty cover?
What does the lifetime warranty cover?
The warranty includes:
- Lifetime cover against manufacturing defects
- Free replacement parts where required
- Free inspections
- Support diagnosing faults affecting normal performance
- Advice on suitable repair or service options
Shipping and specialist service costs may apply where relevant.
Is accidental or user-caused damage covered?
Is accidental or user-caused damage covered?
Accidental damage, misuse, unauthorised alterations, incorrect sharpening and other user-caused damage are not covered as manufacturing defects.
However, your scissors remain supported for life, and we will still help inspect the issue and identify the best available solution.
Are replacement parts free?
Are replacement parts free?
Yes. Replacement parts are provided free of charge as part of our lifetime support where required.
Shipping or specialist fitting costs may apply depending on the part and repair needed.
How do I make a warranty enquiry?
How do I make a warranty enquiry?
Email hello@akitoscissors.com with your order details, scissor model and a description of the issue.
Photographs can help our team assess the problem and recommend the most suitable next step.
