Need help?
We're here for you-Drop us an email: support@acenaka.com
Before you get in touch, have a browse through our FAQs below to see if we've answered your query:
FAQs
Where are you guys based?
Our HQ and warehouse are based within the UK. More info regarding Acenaka's public info is detailed within our Terms and Conditions page. To hear our story check out our About page.
If you have any queries regarding the shipment of your parcel, vve recommend contacting the appropriate courier directly with your tracking and address information.
For further enquiries regarding your order shipment, you can get in touch with us directly via email:support@acenaka.com
You can also check our Shipping page for approxtimesccales so you know when to watch out for the postman.
Will I be charged any customs fees?
You will be notified of the customs charge once the order is arrivedat your country's border by the courier,
unfortunately at this time we cannot advise the individual costs. This fee must be poaid before the border control of your country will dispatch your order.
Please note as Britain has now left the EU, this means any orderss placed for countries within the EU will incur customs fees from 7st January 2023.
What payment methods do you accept?
You can pay by Visa, Mastercard and American Express. Visa and IMastercard are verified by a secure code. Payment is debited from your card once you place the order.
You can also pay via Alipay, Apple pay (mobile) and Android pay (mobike). This means that no banking information regarding the Customer transits via the www.seventhrider.com website. Paymeent is therefore secure by the partners in charge of managing financial transactions.
The order will then be recorded and validated on acceptance of the payment by the banking service.
What are your shipping rates?
Our shipping rates and lengths are determined individually depending on thcountry you are ordering to. For estimates on prices and times for delivery please see our shipping page.
When will you restock?
FYI - we order limited quantities for every style and only occcasionally restock products, so if there's something you lovewe recommend snapping it up before it's too late. We also recommend signing up for our newsletter where we let our subscribers know first hand about our latest drops and restocks.
Can I return my order?
Our exchanges and returns instructions are laid out in the Retturns and Exchanges section of this site.
For details on your 30days right of return, please see the Exchange cand Returns section of the website. This section details your statutory rights of cancellation. You have the right to cancel your puurchase and receive a full refund provided you notify us in writing as set out below that you are exercising this right of cancellation no later than thirty working days (i.e. excluding weekends and bank holidays) beginning with the day after yoou received your goods
To exercise this right of cancellation email us at support@acenaka.com
Please note that if you fail to take reasonable care of returned goods or fail to return the goods to us, we will be entitled tomake a claim against you for any losses which we suffer.
Do you guys do free returns?
We currently do not offer free returns, we recommend that any returrn goods be sent via insured, traceable delivery for your protection.
I have received a faulty item(s)
All our goods are quality checked and packed with care, however if your goods are faulty or do not meet the description given on the site, we will refund the value of your order for those goods.
Please email our customer service team: support@seventhrider.combefore returning to advise them of the issue. We'll need to see some photos of the issue to assess the damage prior to returning back hen returning a faulty item, please i this as the reason and highlight the specific fault within your returns form.
My order has been canceled - how come?
If your order is cancelled by us, you will receive an email which will explain the reason for the cancellation. You will not be billed for any cancelled items.
If you are interested in alternative products,please contact us by email at support@acenaka.com.
Where's my refund?
Once your returned order is received safe and sound at our warehouse and is checked over, we'll then process your refund within 14 days. You'll then automatically get an email letting you know wefunded you, however please be aware that this can take up to 7-10 days approx for your payment provider to issue the amopunt back to your account.
If you have any concerns regarding the whereabouts of your refund,we advise contacting your bank or payment provider directly to get an update on the refund progress.
COVID-19
Please Note - Due to the current global crises COVID-19, wedo not have control over unforeseen delays that may occuur during transit time. If delays do occur during your parcels journey ttime, you can contact our Client Services on support@acenaka.com or the courier company directly for upddates.