WELCOME TO IOAKU'S CUSTOMER SERVICE
Online ordering
✨ 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 specially designed jewelry!
- 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:
- Full name
- Order/Receipt number
- Desire & reason for change
💍 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 you the delivery 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:
- 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.
- 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. 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.
💝 This is how you make a change
Many thanks for your order via IOAKU.COM. We understand that it is human to regret looking after a purchase.
You have the right to make an exchange within 90 days of your order.
Here's how to do it:
You can easily make the switch by following these instructions
1. Log in to your account at IOAKU.COM
2. Find your order
3. Apply for change
4. State reason and reason
5. Submit the request
We review your case within 24 hours.
* If your request is denied or if you cannot find your order, you must contact us via email (customerservice@ioaku.com)
ATTENTION! IOAKU always offers you the right to 1 free exchange on all your orders.
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 return
Many thanks for your order via IOAKU.COM. We understand that it is human to regret looking after a purchase.
Do you have the right to make a return for a refund?
- When ordering online can 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 credit receipt.
- In the case of a physical purchase in a store, the right of return applies according to the information on the receipt.
As a customer, you are responsible for the return reaching our office within 14 days.
Here's how to do it:
You can easily return or exchange by following these instructions
1. Log in to your account at IOAKU.COM
2. Find your order
3. Apply for return/exchange
4. State reason and reason
5. Submit the request
We review your case within 24 hours.
* If your request is denied or if you cannot find your order, you must contact us via email (customerservice@ioaku.com)
ATTENTION! The return fee is SEK 69 if you want IOAKU to create a return slip for you. You can also buy your own return slip if you prefer, but then you must inform us that you want to do so.
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 complaint
- Read our complaints policy
If you think you have a product that counts as a complaint, you first need to read our complaints policy to determine if this applies to your product.
Here: Product complaint
2. If you have a complaint - 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 and not a fault caused by you, you need to follow these steps before sending us an email:
- Write title in the email: COMPLAINT - Your name & receipt number
- Describe clearly what has happened
- Take clear pictures or videos that clearly show the complaint
- You must send a receipt in order for us to process your complaint. ATTENTION! Without a receipt, it is not possible to make a complaint.
IOAKU is responsible for the cost of complaints & delivery
3. If you do not qualify for a complaint but wish to repair your product - Send an email to our customer service via email or via the online chat.
- Write title in the email: REPAIR - Your name & receipt number
- Describe clearly what has happened
- Take clear pictures or videos of the product
- You should send a receipt so that we can handle your repair. ATTENTION! Repairs can be made without a receipt.
You as the customer are responsible for the cost of repair & delivery
⭐ My discount code doesn't work, what do I do?
As new member you can get a welcome code when you sign up to our newsletter to use on your first purchase - this discount code applies to everything except our unique collaborations & corresponding collections.
From time to time we have collaborations with Influencers, their codes may apply to all or parts of our range, always double check with our fantastic customer service if you are unsure.
If something doesn't work despite the above, feel free to send us a message in our online chat, contact form or via email and we'll help you!
💌 Contact our customer service
1. Visit our store & get personal service
The best thing we know is to meet you!
Here are our opening hours for the IOAKU Flagship Store, in Sturegallerian, Stockholm.
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: Different opening hours
In that case, contact us via email instead.
Address : Grev Turegatan 9A, 11446 Stockholm
How to find us: Our beautiful shop is located directly opposite Tures Bar 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 available for faster service via our online chat during business hours. If we do not respond immediately, please wait and you will usually receive a response shortly.
4. Email us
We usually respond to your email within 24 hours. Contact us via email addresses below:
Customer Service - Customerservice@ioaku.com
Information, B2B & other matters - Info@ioaku.com
5. Call us
We also have a phone in the store that you can call during our opening hours.
+46841088508
On the other hand, we only respond in time because we prioritize all our customers who come to the store daily.
If we miss your call, get in touch via our online chat, contact form or email.
our products
IOAKU Care Council
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 glam 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:
- Contact us via email
- Write a presentation about yourself and your channels. Also add links to the channels you present.
- Tell us why you want to work with IOAKU and what you can bring to a collaboration
- 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! 🌸
