FAQ
Have a question or comment?
Support hours: Monday-Friday, 9am-5pm
Are there any shipping fees?
Are there any shipping fees?
Shipping fees are $9.50 CAD plus taxes to Canada or $19.50 USD to the United States for orders under $150. Shipping is free for orders of $150 or more within Canada.
What are the delivery times?
What are the delivery times?
Delivery times are 1 to 14 business days within Canada and up to 3 weeks to the United States.
Can I track my order?
Can I track my order?
Yes, a tracking number will be provided once your order has been shipped.
My order is delayed or seems lost. Who should I contact?
My order is delayed or seems lost. Who should I contact?
If you believe there has been an issue with the delivery of your order, please contact us at orders@akanoma.com. We will initiate an inquiry with the carrier, which may take up to 14 business days.
My order was returned to your warehouse without being delivered to me. How can I retrieve it?
My order was returned to your warehouse without being delivered to me. How can I retrieve it?
If this happens, please email us at orders@akanoma.com with your order number. Depending on the situation, be advised that reshipping the package may incur a fee of $10.00 plus taxes.
Do you ship worldwide?
Do you ship worldwide?
Currently, we only ship within Canada and the United States.
Can I exchange or return an item?
Can I exchange or return an item?
We do not offer exchanges, but you can return your items within 14 days of purchase for a refund.
How do I make a return?
How do I make a return?
The procedure is outlined on the back of your paper order slip and also here. We strongly recommend that you try on and inspect your order upon receipt.
Do I have to pay return fees?
Do I have to pay return fees?
Shipping fees are prepaid, so you won’t have to pay anything at the post office. However, a return processing fee of $9.50 CAD + taxes for Canadian deliveries and $25 USD + taxes for United States deliveries will be deducted from your refund.
How long do I have to make a return?
How long do I have to make a return?
You have 14 days from the day you receive your order to make a return.
When will I receive a refund for returned items?
When will I receive a refund for returned items?
Refunds are processed within 2 to 3 weeks after we receive your return.
What should I do if my item is defective?
What should I do if my item is defective?
If you receive a defective item, please send a photo of the defect and your order number to orders@akanoma.com within 30 days of receipt.
What is your return policy for discounted products?
What is your return policy for discounted products?
Final sale items cannot be returned.
How does your Christmas policy work?
How does your Christmas policy work?
Orders placed from November 15th can be returned until January 15th, subject to the usual return conditions.
Can I cancel my order?
Can I cancel my order?
For cancellation requests, please write to us quickly at orders@akanoma.com using the subject line: CANCELLATION - (Order Number). Note that cancellations are only possible before processing begins, which is rare due to the speed of execution.
*Please note: Our hours of operation are Monday to Friday, from 9 AM to 5 PM, except on holidays. No action can be taken outside these hours, regardless of the urgency of the request.
Can I change my order?
Can I change my order?
For modification requests, please write to us quickly at orders@akanoma.com using the subject line: MODIFICATION - (Order Number). Note that modifications are only possible before processing begins, which is rare due to the speed of execution.
*Please note: Our hours of operation are Monday to Friday, from 9 AM to 5 PM, except on holidays. No action can be taken outside these hours, regardless of the urgency of the request.
Can I change the payment method on my order?
Can I change the payment method on my order?
No, the payment method cannot be changed after the order has been confirmed.
How do I buy a gift card?
How do I buy a gift card?
You can purchase a gift card for a preset amount right here. All our gift cards are digital; no physical cards are sent by mail. Please note that purchasing a gift card is a final sale and non-refundable.
Where are AKANOMA products made?
Where are AKANOMA products made?
Our products are manufactured in Asia at facilities certified by SA8000, BSCI, and GRS, ensuring ethical practices, safe working conditions, and the use of recycled materials.
Why don’t you use animal leather?
Why don’t you use animal leather?
We use eco-friendly and vegan materials to minimize our environmental impact while avoiding practices related to the use of animal leather.
What materials do you use to manufacture your products?
What materials do you use to manufacture your products?
We use recycled materials such as polyester and nylon, as well as plant-based canvas. Our materials are certified by standards such as GRS and OEKO-TEX, ensuring they are free from harmful substances and produced responsibly.
How do I determine the right size for me?
How do I determine the right size for me?
Consult the size guide on each product page or our general guide to find the size that fits you best.
How do I clean my shoes?
How do I clean my shoes?
We recommend Jason Markk products, known for their effectiveness and safety, for maintaining your shoes. The PFAS-free Repel spray protects against water and stains, and the cleaning kit allows for deep cleaning without harsh chemicals. For alternative care, clean canvas models with cold water and Marseille soap. For leather, use a damp cloth and appropriate care products. Suede should be cleaned with a dry brush. Specific care instructions can be found on each product page.
Are all your shoes equipped with ECOPILLOW® insoles?
Are all your shoes equipped with ECOPILLOW® insoles?
Select styles feature our ECOPILLOW™ insoles for optimal and lasting comfort, designed from recycled materials to provide support, shock absorption, and breathability. For more details, check out our section dedicated to ECOPILLOW™ insoles.