FAQ
Have questions? If anything feels unclear or you need a hand, please reach out to us directly support@akuaswim.com
General
The item I want is out of stock, what can I do?
If an item is out of stock you are able to sign up to be notified when it is back in stock or place an advance order! These options are only available for items that will be restocked.
How long does it take for my order to be processed?
Orders typically take 1-2 business days to process
How can I edit/ cancel my order?
You are unable to change or edit orders once the order is successfully placed. Please contact us at support@akuaswim.com within 24hrs in regards to changing an order.
Shipping
Will I be charged duties, tariffs, or import fees?
International orders may be subject to customs duties, tariffs, and/or import fees once the package reaches your country. These charges are determined by your local customs office and are the responsibility of the customer.
Does Akua deliver worldwide?
Yes! We ship worldwide! Shipping rates are calculated at checkout based on your location.
Can I ship to a PO Box?
We cannot ship to PO boxes or hotels.
Where does Akua ship from?
We ship from Kelowna, BC, Canada.
How much does shipping cost?
Shipping will be calculated at checkout based on location. We offer free express shipping on orders over $170 USD.
How do I track my parcel?
Once your order has been shipped, your email confirmation will include a tracking number to ensure that you can track your parcel right up until it arrives.
What if my package is lost?
For all lost packages, please email support@akuaswim.com with order information. All lost packages are taken on a case-by-case basis.
What if I need to change my shipping address?
Please get in touch with us: support@akuaswim.com within 24hrs.
Returns & Exchanges
What is your return policy?
We want you to adore your Akua pieces. If your order isn’t quite right, we accept returns or exchanges on unworn, undamaged items with tags intact within 14 days of delivery. Please contact us for more details or read more at the bottom of this page.
How do I return or exchange my order?
Simply email us at support@akuaswim.com to initiate your return or exchange. We’ll guide you through the next steps.
Do you offer exchanges?
Yes! You’re welcome to exchange your item for another size, style, or color within 14 days of delivery. Items must be unworn, undamaged, and include original tags.
Do I pay for returns/exchanges?
Customers are responsible for return shipping costs. However, we’ll cover the cost of shipping any exchanged items to you. Please contact us for more details or read more at the bottom of this page.
Returns & Exchanges
We want you to adore your Akua pieces. If you decide your order is not quite right, you can return or exchange within 14 days of delivery.
All sales items are final sale.
Return Packaging
We encourage you to reuse your original Akua packaging when making a return. Items must be returned in their original, brand-new condition with tags attached and accompanied by the reusable garment bag they were delivered in.
Return & Exchanges
If your item isn’t quite right, you may return or exchange it within 14 days of delivery. Items must be unworn, unwashed, undamaged, and include original tags and garment bags.
Return Shipping Costs
Customers are responsible for return shipping costs. The cost of the initial shipping is non-refundable, as it was incurred to deliver the order to you. We will provide a return label, and the cost of return shipping will be deducted from your refund total. Refunds will be issued to the original payment method once the return is received and approved.
Exchanges
We offer complimentary shipping on exchanges. Customers are responsible for sending the item back using their own label. Once we receive and approve the returned item, we’ll ship the new piece at no additional cost.
Condition Requirements
Returned items must be in brand-new condition—unworn, unwashed, and with all original tags and garment bags included. We cannot accept returns on items that are soiled, marked, damaged, or missing key components.
Brand New Condition
All returned items must be in their original condition: unworn, unwashed, and with all tags and garment bags included. We cannot accept returns on items that are soiled, marked, damaged, or laundered.