Straightforward help when an order is not right.
Start with the public order ID and the affected product. We keep each request tied to the original order so the facts and available resolution can be reviewed clearly.
Changes before fulfillment
If an order has not entered fulfillment, a change or cancellation request may still be reviewable. The current status, payment state, and affected items determine what can be changed.
- Check the order under Your orders before requesting a change.
- Identify the item, quantity, or delivery detail involved.
- Wait for confirmation before assuming the order has changed.
Damaged, missing, or incorrect items
Keep the order ID, product name, quantity, and a short description of the issue together. Clear photos of the product and shipping packaging can help document visible damage or an incorrect item.
- Do not discard damaged packaging until the review is complete when practical.
- For food safety concerns, do not consume the affected item.
- Report the specific line item rather than only the order total.
30-day returns
You can return an unopened item within 30 days of delivery. Email contact@akechi.net with your public order ID, the item, and the reason, and we will send return instructions and the return address.
- Items must be unopened and in their original packaging. This does not apply to items we sent in error or that arrived damaged or defective.
- If we sent the wrong item, or the item arrived damaged or defective, we pay the return shipping.
- For other returns, the buyer pays the return shipping.
- A multipack ("Pack of N") counts as one item. Return the complete pack with every unit unopened, unless it was sent in error or arrived damaged or defective.
- We do not charge a restocking fee, and we do not offer exchanges. To get a different item, return the original for a refund and place a new order.
- Do not send an item back before you receive return instructions.
Refunds
Once we receive and check your return, we refund the item to your original payment method within 3–7 business days. Your bank or card issuer may take additional time to post the refund.
- If you return an item because of our error, or because it arrived damaged or defective, we also refund the original shipping charge for that item.
- For other returns, the original shipping charge is not refunded.
Resolution and follow-up
Once the order and item details are reviewed, the applicable next step can be confirmed. Any approved resolution should remain connected to the original public order ID.
- Keep the order ID in all follow-up messages.
- Follow the confirmed instructions for any physical return.
- Your orders shows the current status of the original order.
Frequently asked questions
How long do I have to return an item?
Within 30 days of delivery, for unopened items. Wrong, damaged, or defective items can be returned even if opened. Email us with your public order ID to start.
When will I get my refund?
Within 3–7 business days after we receive your return, to your original payment method.
Who pays for return shipping?
We do when the problem is our error, such as a wrong, damaged, or defective item. For other returns, the buyer pays the return shipping.
Can I exchange an item?
We do not offer exchanges. Return the original item for a refund and place a new order. There is no restocking fee.
Should I mail an item back immediately?
No. Wait for return instructions, which include the return address. Some issues can be resolved without a physical return.
What information should I prepare?
Prepare the public order ID, affected product, quantity, reason for the request, and photos when damage or an incorrect item is visible.
Is a refund automatic when I report an issue?
No. The available resolution is determined after the order and item details are reviewed and then explicitly confirmed.