Terms of service
Welcome to AKANOMA
Before purchasing our products and using our services or website, please read the following terms of use. Accessing our services and products, and using them, binds you to these terms and conditions. These terms apply to all users of our site, including, but not limited to, browsers, vendors, merchants, and customers. Our services and products are accessible only to users who are legally capable of entering into contracts, as outlined by applicable law. We may amend these provisions at our discretion without prior notice in accordance with applicable law. Any new service or product will be subject to these provisions. By confirming an order, you accept all the terms related to purchases described here.
Our online shopping platform is hosted by Shopify Inc.
1. Services and Use of Our Platforms
1.1 Features
AKANOMA is an online store, powered by Shopify, where you can purchase products, including but not limited to shoes and accessories. Our products are manufactured in certified facilities, in Asia, meeting Oeko-Tex, Bluesign, ISO, SA8000, BSCI, and GRS standards.
1.2 Access, Use, and Member Account Creation
Our services are offered solely for personal use or for viewing available information and content. You may use our online store as a guest or a member. To become a member, you must create an account on our site, providing information such as your full name, postal address, and email. The information provided must be complete, current, and accurate. Members may join our loyalty program, the AKANOMA Brigade, and access their order history. For commercial use of the site and services, please contact us at orders@akanoma.com.
1.3 Responsibility and Account Security
AKANOMA is not responsible for any loss or damage resulting from another person’s use of your password or account, with or without your consent. We cannot guarantee that unauthorized third parties will not access or misuse this information. By creating a member account, you acknowledge that you provide this information at your own risk. You are solely responsible for maintaining the confidentiality of your password and account information. To update your personal information, please contact our customer service at orders@akanoma.com. Note that AKANOMA only communicates with customers via email or social media and does not make contact by phone or text message.
2. Intellectual Property
2.1 Trademarks
All symbols, logos, slogans, products, or services offered by AKANOMA that distinguish the company are trademarks. Reproduction or imitation of our trademarks, in whole or in part, without prior written consent from AKANOMA, is prohibited.
2.2 Copyright
All original content on our website and social media is protected by copyright. Rights related to our products are reserved for the copyright holder. Any act that may only be performed by the copyright owner, as per applicable laws, cannot be performed by another party and is considered copyright infringement.
2.3 Feedback
AKANOMA is free to use, disclose, publish, disregard, or otherwise exploit any feedback, suggestions, or ideas intended to improve or modify AKANOMA’s services or products without compensation or acknowledgment to the user providing such feedback.
3. User Content
3.1 Ownership of Content
You retain ownership of any text, photo, information, image, or other material you upload to our services, whether by email or on the site.
3.2 Content License
By submitting content as defined in section 3.1, you grant AKANOMA a worldwide, non-exclusive, perpetual, irrevocable, royalty-free, fully paid, and transferable license to do anything the copyright owner could do to improve the products or services, for commercial or non-commercial purposes under applicable laws.
3.3 Responsibility for Content
By using our services, you agree and accept that you are solely responsible for any content (as defined in section 3.1) that you upload to the site or send us via email. You further agree not to upload any content deemed unacceptable, including but not limited to abusive, discriminatory, illegal, homophobic, racist, xenophobic, transphobic, sexist, malicious, obscene, vulgar content, or any content disclosing others' personal or confidential information, at AKANOMA’s sole discretion.
3.4 Complaints
On the site, you may view content uploaded by other users. AKANOMA disclaims responsibility for accessing content from other users that you deem offensive. However, AKANOMA invites you to submit a complaint if you witness content considered offensive under the provisions of section 3 at orders@akanoma.com.
4. Electronic Communications and Social Media
When you provide your email address to AKANOMA through our services, you agree that AKANOMA may store a copy of it in its databases. This email may be used to communicate with you about purchases, surveys, order verification, or service inquiries, share news or information about the company and products, for user security, or to understand your appreciation of the products and services. Additionally, it may be shared with our shipping partners for order tracking or claims.
5. Loyalty Program
The loyalty program platform is hosted by Smile.io.
5.1 Membership
Membership in our loyalty program is free, allowing you to accumulate points and redeem them for exclusive rewards. Membership requires creating a member account as described in section 1.2. The loyalty program is accessible through our AKANOMA Brigade on the website.
5.2 Use and Access of the AKANOMA Brigade Services
By logging into your member account via the AKANOMA Brigade, you can view your points balance, redemption options, and add your birthday for an exclusive reward (at least 30 days before your birthday to be eligible).
6. Products and Services
6.1 Accuracy of Information
We strive to provide the most accurate and up-to-date information possible. However, we cannot guarantee that all information is error-free. AKANOMA reserves the right to refuse, modify, or cancel an order that includes a product with incorrect descriptions or pricing. The products, sales, prices, availability, features, and specifications of our products and services are subject to change or revision without prior notice. We cannot guarantee the exact color match of products as displayed on your screen.
6.2 Limitations and Service Interruption
Our products and services are available in limited quantities. They are subject to the conditions outlined in sections 7 and 8. AKANOMA reserves the right to limit or discontinue sales to any person, geographic region, or jurisdiction, without prior notice. We also reserve the right to limit, or discontinue, production and sale of any product at any time.
7. Orders
7.1 Order Confirmation
All orders placed on our website are accompanied by an order confirmation email. If you do not receive this confirmation, it is possible that the email address provided was incorrect and/or unable to receive emails at the time of confirmation. If this is the case, we encourage you to contact us at the email address below.
Please note that we do not respond to emails regarding order tracking within seven (7) business days following your purchase. If you contact us within this timeframe and do not receive a response, we invite you to follow up after the 7-day period. Additionally, once this timeframe has passed, feel free to reach out to us, including your order number, at the email address orders@akanoma.com.
Please note that this 7-day period includes orders that have been confirmed, processed, and shipped. We encourage you to report an order marked as delivered but not received as soon as possible. However, please be aware that a virtual delivery status may appear before the actual delivery is completed.
7.2 Cancellations and Modifications
Order modifications are not possible under any circumstances for logistical and accessibility reasons, except for the shipping address if the order has not yet been shipped. Order cancellations are only possible if the order has not yet entered the processing stage. Due to the speed of our warehouse operations, please note that in 95% of cases, cancellations will not be possible. AKANOMA reserves the right to refuse to cancel an order or modify an address once the order has been placed, at any time.
To request a cancellation, please contact us at orders@akanoma.com and include “ORDER CANCELLATION” in the subject line.
By confirming your order, you accept these terms. We strongly recommend reviewing your entire order before confirming it, as well as validating the invoice received via email within minutes of placing your order.
7.3 Shipping
Upon receiving your order, we will send you an email confirming the transaction. Shipping fees are set at $9.50 CAD within Canada (plus taxes) for orders under $150. Shipping is free within Canada for orders of $150 or more. Please note that a portion of the shipping costs is covered by AKANOMA before your payment of $9.50 CAD. Our primary delivery partners are Canada Post and Obibox. The choice of carrier depends on several criteria, including but not limited to the package weight, the time of order placement, and the region. This may vary for multiple packages sent to the same address. Carrier selection is subject to change without notice. Canada Post is the only carrier with access to P.O. boxes.
AKANOMA is not responsible for lost or stolen packages or other issues related to shipping and delivery but is committed to doing everything in its power to trace, track, investigate, or compensate individuals affected by such situations. The resolution and response to these issues depend on each specific case and fall under the discretion of the customer service team. Order consolidation is not possible.
The standard delivery timeframe for orders within Canada is 1 to 14 business days after processing at our warehouse. Customs and shipping fees are the responsibility of the buyer. Delivery times may vary for the same address. Tracking numbers are activated when the carrier takes possession of your package. Normal activation times are within seven (7) days.
If your package is returned to our warehouse due to external reasons, including but not limited to, an incorrect address provided by the customer or failure to collect the package from the carrier, we reserve the right to charge a $10.00 (plus taxes) reshipping fee for re-delivery of the order.
7.4 Returns
Any unworn and unwashed shoe or accessory, with original tags and packaging intact, will be eligible for a refund, provided the return request is made within 14 days of receiving the order and the item is shipped within the same timeframe, unless otherwise evaluated by customer service staff. Please note that a return may be deemed non-compliant if it does not meet our hygiene standards, exceeds our time limits, or was damaged upon or after receipt without notifying our team. Items that are visibly worn, without tags, and/or clearly unsellable will be refused. For reshipping a refused return, please refer to section 7.6.
The return procedure is detailed on the back of the packing slip included in your package and outlined in the FAQ section on our website. All costs associated with the return shipment are the responsibility of the customer and are non-refundable.
AKANOMA assumes no responsibility for the shipping of returned items. You will have the option to request a refund or receive store credit. For further details on our refund policy, please consult section 7.6.
7.5 Exchanges and Replacements
Due to the high volume of orders, we do not accept exchanges. By exchange, we refer to any situation, whether due to an ordering error or not, involving the replacement of an item without additional fees for reasons including, but not limited to, size, color, or personal preference. We only replace defective items or correct order errors attributable to AKANOMA. For more information on manufacturing defects, please refer to section 8.3.
We strongly encourage our customers to adopt practices aligned with our environmental mission, such as repairing products and validating sizes on our website before placing orders, to help reduce transportation related to shipping. Any replacement request not covered under section 8.3 (defects) will be redirected to section 7.4 (returns) of these terms and conditions unless otherwise specified by a member of the AKANOMA customer service team.
7.6 Refunds
Regarding returns, refunds will be processed using the method selected on the return form once the returned package has been processed, provided the item complies with the terms outlined in section 7.4, is agreed upon via email with a customer service representative, or falls under the defect conditions specified in section 8.3. Once the return form has been completed, no changes to the refund method are permitted, without exception.
If multiple payment methods were used (credit card and gift cards), the maximum refund will first be applied to the gift card(s) used, up to the amount paid by that method. The remaining amount will then be refunded to the credit card used for the transaction.
For all refund types, please allow up to 10 business days for the transaction to be processed once the refund is confirmed. If a return is deemed non-compliant by the processing team, including but not limited to, being a final sale item, appearing worn or used, or having an undeclared defect, it will be refused for a refund. The item will be shipped back to the customer’s address with a reshipping fee of $10.00 CAD plus taxes. If reshipping is not possible, the return shipping fees may be deducted from the refund without notice.
Purchases of gift cards are non-refundable.
7.7 Holiday Return Policy
All orders placed from November 15 onward are eligible for a return until January 15. After January 15, the standard return policy (14-day window) resumes. The compliance conditions outlined in section 7.4, as well as the refund terms in section 7.6, still apply. Final sale items are not eligible for this policy and remain non-refundable.
7.8 Final Sale
All purchases of items discounted by 25% or more are considered final sale at all times. For the terms of purchase and return for these items, please refer to section 10.1. The purchase of gift cards is also considered final sale without exception and is therefore non-refundable.
Additionally, all items purchased during physical events and/or marked as final sale will be considered final sale without exception and cannot be returned.
8. Warranty
8.1 Out of Stock
While we do our best to avoid stock shortages, website traffic is beyond our control. During launches in particular, the synchronization between available inventory and the website can be slower due to high user volume, which may result in a stockout for an order already completed.
Please note that we do not prioritize the processing of orders; they are handled in the order they are received in the system. In the event of an inventory error on the website, if the item you ordered is no longer available, we reserve the right to refund it directly to resolve the situation as quickly as possible, without prior notice. The rest of the order will still be shipped after processing. This policy also applies to replacement items. We do not reserve or hold products under any circumstances.
8.2 Order Errors
If you believe an error was made with your order, please contact us at orders@akanoma.com. Order error conditions are covered by the same policies as section 7.2.
8.3 Manufacturing Defects
A quality control check is performed on each AKANOMA product before it is made available for sale. However, due to the high volume of items to inspect, some defective products may occasionally slip through. AKANOMA takes responsibility for such cases and will provide appropriate compensation at the discretion of the customer service team.
To be eligible for compensation, you must contact us within 30 days of receiving the item, providing your order number and a photo of the defect. The item must not have been washed.
If a customer service representative issues a prepaid return label for a defective item, the label is valid only for that specific item. Any returns deemed abusive or non-compliant when using this label may result in the return shipping fees being deducted from the refund without notice.
Items purchased secondhand are not covered and are therefore not eligible for compensation.
8.4 Limitation
We guarantee the quality of all AKANOMA products for 30 days. Issues arising from misuse or non-compliance with care instructions are not covered under our limited warranty.
9. Payment
9.1 Payment Methods
To make purchases on AKANOMA's online store, you must provide accurate, current, and complete payment information. Failure to do so may result in AKANOMA or its payment partners refusing to process the purchase.
At checkout, you can choose either the "express" payment option or log in to your member account before proceeding. The "express" payment option is hosted by various platforms, including ShopPay, PayPal, Google Pay, and Apple Pay. For any issues related to payment, please contact your bank and the customer service team of the platform you used.
If you choose to log in to your member account for payment, only gift cards or credit cards (Visa, Mastercard, AMEX, or JCB) are accepted.
9.2 Gift Cards
You can purchase a gift card with a predefined amount on our website. Gift cards are processed automatically within minutes of purchase, and a confirmation email containing the digital gift card code will be sent to you. No physical gift cards are produced or mailed.
A single gift card can be used multiple times, including for refunds. Gift cards cannot be used to cover shipping fees.
9.3 Risks
We cannot guarantee that no unauthorized third party will access or misuse your payment information. By purchasing AKANOMA products from our online store, you acknowledge that you are providing this information with full awareness of the potential risks.
10. Sales and Discounts
10.1 Sales
Discounts are only applicable during the sale period. No price adjustments will be made for orders placed before the start or after the end of a sale. No exceptions apply. Items on sale marked as "final sale" are non-exchangeable and non-refundable, unless a defect is covered under section 8.3. Any returns of final sale items made without prior approval from customer service will be refused at the return center and shipped back to the buyer's address without exception. This reshipment is subject to a fixed reshipping fee of $10.00 plus taxes.
10.2 Promotional and Discount Codes
AKANOMA issues very few promotional codes. However, AKANOMA assumes no responsibility for the use of fraudulent promotional codes impersonating the company.
In the case of a return where store credit is selected as the refund method, a discount code for free shipping on your next purchase will be sent to you by email. Discount codes are also issued when loyalty points are redeemed for rewards.
11. Termination of Member Account
11.1 Termination by AKANOMA
AKANOMA reserves the right to terminate or suspend access to its platforms, including member accounts, for any user who does not comply with these terms, without prior notice.
11.2 Termination by the Member
You may terminate your member account at any time by contacting us at orders@akanoma.com. For security reasons, AKANOMA does not permanently delete accounts with purchase histories.
12. Applicable Law
By using AKANOMA products or services or by using our platforms, you agree to these terms in accordance with the laws of Quebec, regardless of conflict-of-law principles. Your conduct may also be subject to other local, provincial, national, or state laws.
13. Limitation of Warranty
Subject to applicable laws, AKANOMA excludes any express or implied warranty regarding the title, merchantability, or fitness for a particular purpose of the products and services sold on the site.
14. Limitation of Liability
AKANOMA is not liable for direct or indirect damages resulting from the use or misuse of the site or purchase of goods on it, including, but not limited to, lost profits, data use, or other intangible losses, even if AKANOMA has been advised of the possibility of such damages.
15. Contact Us
AKANOMA prioritizes quality customer service and welcomes your comments, feedback, and questions! You may contact us anytime at orders@akanoma.com. We encourage constructive and respectful communication in all interactions with our team, whether via email or social media messages.