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Be different, Be yourself!

VÄLKOMMEN TILL IOAKUs KUNDSERVICE

Frequently asked questions & answers

Information about or making changes to your order

Thank you so much for your order and for giving us the honor of sending you our unique designed jewelry and accessories!

  • Do you want information about your order status?

Open our online chat and select the option: Track my order and our IOAKU team bot will give you direct information from our system.

  • Do you want to change your order?

Contact us via email or online chat. Provide the following information when contacting:

  1. Full name
  2. Order/Receipt number
  3. Product you want to change
  4. New product

  • How long is the delivery time?

If you have not received your order within 3-5 working days, it may be due to the following reasons:

  • If it is high season, the delivery time may become longer - up to 10 days. Examples of high seasons are Black Friday, Christmas, Valentine's Day, Student, and New launch of collections & products.
  • You have placed a pre-order with a longer delivery time. Always double-check the product on the website and your order confirmation for clarity. If it says PRE-ORDER on the button when you order a product, it is always a pre-order. Read more about pre-orders and right of withdrawal here: Pre-order
  • An error has occurred with third parties such as Postnord/DHL/UPS. In this case, you need to contact us about this within a reasonable time frame. Contact us via email or online chat with the following information:
  1. Fullname
  2. Order/Receipt number

IOAKU will handle the case further to see what happened to the package and will inform you of the next step.

Pre-order, what does it mean?

All our jewelry is handmade and created with love. We can therefore sometimes offer and special produce a product for you so you can be sure that you will get the product you are looking for. We do not offer compensation for the waiting time because it takes time to produce a brand new product, so when you buy a pre-order item, you as a customer agree to our terms of extended delivery time. However, a pre-order is not binding as you can easily ask to cancel the order at any time until we have sent the delivery to you and get a refund if you have regretted it.

He who waits for something good never waits too long :)

Read more about pre-ordering IOAKU products .

Where does my delivery go?

If you have not received your order within 3-5 working days, it may be due to the following:

  1. If it is high season , the delivery time may be longer - up to 10 days. Examples of high season are Black Friday, Christmas, Valentine's Day, Student, New launch of collection & products.
  2. You have placed a pre-order with a longer delivery time. Always double check the product on the website and your order confirmation for clarity. If it says PRE-ORDER on the button when you order a product, it is always a pre-order. Read more about pre-orders and right of withdrawal here: Pre-order
  3. An error has occurred with third parties such as Postnord/DHL/UPS. You then need to contact us about this within a reasonable time frame. Contact us via email or online chat with the following information:
  • full name
  • Order/Receipt number

In this case, IOAKU handles the case further to see what has happened and informs you of the next step.

Here's how to make an exchange

Many thanks for your order via IOAKU.COM. We understand that it is human to change your mind.

You always have the right to make an exchange within 30 days. Both online & in-store.

Keep in mind that:

  • As a customer, you are responsible for the cost of return shipping.
  • IOAKU pays the shipping back to you.

In order for you to make a change, you must inform us of the following via email or our online chat.

  1. Write heading - WANT EXCHANGE - Full name & Order/Receipt number
  2. Which product do you want to exchange?
  3. Which product do you wish to switch to?

ALWAYS follow the instructions above before a change. If you have more questions, you are most welcome to contact Team IOAKU and we will help you!

How to make a return

Many thanks for your order via IOAKU.COM. We understand that it is human to change your mind.

Do you have the right to make a return for a refund?

  • When ordering online, you have the right to make a return within 14 days and be entitled to a refund.

ATTENTION! Returns sent after 14 days will be handled as an exchange for a credit receipt.

  • In the case of a physical purchase in our store, the right of return applies according to the information on the receipt.

As a customer, you are responsible for the cost of the return and we ask you to fill in our return form, which you can find here:

You must submit it online via email or our online chat together with your tracking number or print it out and put it in the package you are returning.

ALWAYS follow the instructions above for a return. If you have more questions, you are most welcome to contact Team IOAKU and we will help you!

This is how you make a claim
  1. Read our complaints policy

If you think you have a product that should be handled as a claim, you first need to read our Complaints claim Policy to determine if this applies to your product.

Here: Product complaint

2. If you have a claim - Send an email to our customer service via email or via the online chat.

If you have established that your product counts as a complaint claim and not a fault caused by you, you need to follow these steps before sending us an email:

  • Write the title in the email: COMPLAINT - Your name & receipt/order number
  • Describe clearly what has happened to the product
  • Take clear pictures of the claim
  • You must send a receipt in order for us to process your complaint claim. ATTENTION! Without a receipt, it is not possible to make a claim.

3. If you do not qualify for a claim but wish to repair your product - Send an email to our customer service via email or via online chat.

  • Write the title in the email: REPAIR - Your name & receipt number
  • Describe clearly what has happened
  • Take clear pictures of the product
  • You should send a receipt so that we can handle your repair. ATTENTION! Repairs can be made without a receipt.
Do you want a collaboration with IOAKU?

We are always looking for people who really love IOAKU and can share our fantastically empowering world with us.

We only work with people who believe in us and in whom we believe in order to have a successful collaboration.

Here's how to apply for a collaboration if you want to contact us:

  1. Write a presentation about yourself and your channels. Also, add links to the channels you present.
  2. Tell us why you want to work with IOAKU and what you can bring to the table with a collaboration
  3. Send all this information in an email to collab@ioaku.com

We are very grateful to everyone who gets in touch and our staff who are responsible for collaborations will get back to you as soon as we have made an assessment regarding the possibility of collaboration.

We look forward to hearing from you!

Contact our customer service

1. Visit our store & get extraordinary service

The best thing we know is to meet you!

Here are our opening hours for - IOAKU Flagship Store, in Sturegallerian, Stockholm/Sweden. We are open 7 days a week!

Monday - Friday: 10.00-19.00
Saturday: 10.00-17.00
Sunday: 12.00-17.00

Please be aware that different opening hours may occur on public holidays. Here you will find sturegallerians: Public Holiday Opening hours

If you want to contact us outside our opening hours - Please use another contact option instead.

Our Address : Grev Turegatan 9A, 11446 Stockholm

Google Maps directions: IOAKU Flagship Store

How to find us: Our beautiful shop is located directly opposite the Bar of the Restaurant Tures with a wonderful arched entrance. You can't miss it!

2. Contact form

You will find our contact forms further down on this "Contact Us" page. We usually respond within 24 hours.

3. Write in our Online Chat

We are often available for faster service via our online chat during specific opening hours as stated below:

Monday - Friday: 10.00-17.00
Saturday: 10.00-16.00
Sunday: 12.00-16.00

If we do not respond immediately, please wait and you will usually receive a response shortly. If you leave the page - you will receive an email as soon as we have responded to your chat message.

4. Email us

We usually respond to your email within 24 hours. Contact us through the email addresses below:

Customer Service - Customerservice@ioaku.com

Information, B2B & other matters - Info@ioaku.com

Collaborations - Collab@ioaku.com

5. Call us

We also have a phone in the store that you can call during our opening hours.

+46841088508

Keep in mind, that we only respond if we have time since we prioritize all our customers who come to the store daily.

If we miss your call, get in touch via our online chat, contact for,m or email to make sure you get help with your inquire.

our products

IOAKU Care advice

What material does IOAKU use in its jewellery?

All IOAKU's products are either fundamentally created from brass or surgical steel. They are then alloyed in 100% real metal of 18K Gold or Sterling Silver.

Is your jewelry losing its metallic color?

Our jewelry can lose color with irresponsible and careless use because it is bijouterie jewelry. All our jewelery has 5 layers of real metals and is therefore very durable. However, jewelery tends to be sensitive to chemicals, liquid liquids with strong substances or irresponsible handling. Hence, they have a lifespan that is entirely dependent on their owner and how well you take care of your jewelry.

My jewelery has broken, what do I do?

Unfortunately, it can always happen that a product that is handmade breaks. Handmade products are fragile and care must be taken with all IOAKU products to ensure that they are not damaged during use. Here you can read more about repairs and complaints .

Collaborations

Do you want a collaboration with IOAKU?

We are always looking for people who really love IOAKU and can share our fantastically glamorous world with us.

We only work with people who believe in us and in whom we believe in order to have a successful collaboration.

Here's how to do it if you want to contact us for a collaboration:

  1. Contact us via email
  2. Write a presentation about yourself and your channels. Also add links to the channels you present.
  3. Tell us why you want to work with IOAKU and what you can bring to a collaboration
  4. Send all this information in an email to collab@ioaku.com

We are very grateful to everyone who gets in touch and our staff who are responsible for collaborations will get back to you as soon as we have made an assessment regarding the possibility of collaboration.

We look forward to hearing from you!

Still have a question? For other matters, you can always write here through our contact form