Frequently Asked Questions (FAQ)
Ordering Process
Q: How can I place an order?
A: You can easily place an order by adding your desired products to the cart, then proceeding to your cart and following the checkout steps. If you need any assistance, please don't hesitate to contact us.
Q: What payment methods do you accept?
A: We accept all major credit cards (Visa, Mastercard, American Express, etc.) via Shopify Payments, as well as PayPal.
Q: When will my order be processed?
A: Orders are typically processed and prepared for shipment within 2-3 business days. For larger or more delicate items requiring special handling, this processing time may extend up to 2 weeks before shipment.
Q: Can I change or cancel my order after placing it?
A: For any changes or cancellation requests, please contact us as soon as possible at hacer@akropackaging.co.uk before your order is shipped. Once your order has been dispatched, changes or cancellations cannot be made, but you may return it under our refund policy.
Shipping & Delivery
Q: What are your shipping costs?
A: Shipping costs are calculated based on the size, weight of your order, and your delivery location. For large items, shipping costs are calculated based on the item's volume (CBM) and may be higher. The final shipping cost will be displayed on the checkout page before you complete your purchase.
Q: How long will it take for my order to arrive?
A: Once your order is shipped:
For small to medium-sized items, the estimated delivery time is typically 2-5 business days.
For large items requiring 2-person delivery, estimated delivery times are longer and will be communicated to you after your order is processed.
: Which regions do you deliver to?
A: We currently ship to addresses within the United Kingdom (Mainland GB, Highlands and Islands).
Q: Do you deliver to P.O. Boxes?
A: Unfortunately, we are unable to ship to P.O. Boxes.
Q: How can I track my order?
A: Once your order has been processed and shipped by our supplier, you will receive a shipping confirmation email. This email will include a tracking number and a link to track your order's journey (where possible).
Q: Do I need to sign for my delivery?
A: A signature may be required upon delivery for some items.
Q: What should I do if my item arrives damaged during delivery?
A: Please inspect your order upon reception and contact us immediately at hacer@akropackaging.co.uk if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.
Returns & Exchanges
Q: What is your return policy?
A: For a change of mind, we accept return requests within 14 days of you receiving your item. To be eligible, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase. For detailed information, please visit our Refund Policy page: https://1fvf1i-gx.myshopify.com/policies/refund-policy
Q: How can I return my product?
A: To start a return, please contact us at hacer@akropackaging.co.uk. If your return request is accepted, we will provide you with detailed instructions on how and where to send your package.
Q: Which items are non-returnable?
A: Certain types of items cannot be returned, including: perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), personal care goods (such as beauty products), hazardous materials, flammable liquids, or gases. Unfortunately, we cannot accept returns on sale items or gift cards.
Q: Can I exchange an item?
A: The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Q: When will I receive my refund?
A: Please note that due to the nature of our dropshipping model, it may take approximately 15-20 business days from the date we approve your refund for the funds to be credited back to your original payment method.
Q: What is the European Union 14-day cooling-off period?
A: Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Products
Q: Are the product colors I see on screen accurate?
A: We make every effort to display the colors of our products as accurately as possible. However, please note that due to different screen settings and lighting conditions, there might be slight variations in color.
Q: How can I be sure about the dimensions of a product?
A: You can find detailed dimension information (height, width, depth) on each product page. Please compare these measurements with your space to ensure the product fits appropriately.
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Q: How can I contact you?
hacer@akropackaging.co.uk or fill out the form on our Contact Us page.