Privacy Policy
This Privacy Policy describes how Ioaku AB or IOAKU By Fanny ek (the “Site” or “we”) collects, uses, and discloses your Personal Information when you visit or make a purchase from the Site.
Collecting Personal Information
When you visit the Site, we collect certain information about your device, your interaction with the Site, and information necessary to process your purchases. We may also collect additional information if you contact us for customer support. In this Privacy Policy, we refer to any information that can uniquely identify an individual (including the information below) as "Personal Information". See the list below for more information about what Personal Information we collect and why.
Device information
- Examples of Personal Information collected: version of web browser, IP address, time zone, cookie information, what sites or products you view, search terms, and how you interact with the Site.
- Purpose of collection: to load the Site accurately for you, and to perform analytics on Site usage to optimize our Site.
- Source of collection: Collected automatically when you access our Site using cookies, log files, web beacons, tags, or pixels.
- Disclosure for a business purpose: shared with our processor Shopify.
Order information
- Examples of Personal Information collected: name, billing address, shipping address, payment information (including credit card numbers [INSERT ANY OTHER PAYMENT TYPES ACCEPTED] ), email address, and phone number.
- Purpose of collection: to provide products or services to you to fulfill our contract, to process your payment information, arrange for shipping, and provide you with invoices and/or order confirmations, communicate with you, screen our orders for potential risk or fraud, and when in line with the preferences you have shared with us, provide you with information or advertising relating to our products or services.
- Source of collection: collected from you.
- Disclosure for a business purpose: shared with our processor Shopify.
Customer support information
- Examples of Personal Information collected: Name, Mobile number or Email.
- Purpose of collection: to provide customer support.
- Source of collection: collected from you.
- Disclosure for a business purpose: Team IOAKU
Minors
The Site is not intended for individuals under the age of 18 . We do not intentionally collect Personal Information from children. If you are the parent or guardian and believe your child has provided us with Personal Information, please contact us at the address below to request deletion.
Sharing Personal Information
We share your Personal Information with service providers to help us provide our services and fulfill our contracts with you, as described above. For example:
- We use Shopify to power our online store. You can read more about how Shopify uses your Personal Information here: https://www.shopify.com/legal/privacy .
- We may share your Personal Information to comply with applicable laws and regulations, to respond to a subpoena, search warrant or other lawful request for information we receive, or to otherwise protect our rights.
- We may use your Personal Information to create remarks or targeted advertising campaigns.
Behavioral Advertising
As described above, we use your Personal Information to provide you with targeted advertisements or marketing communications we believe may be of interest to you. For example:
- We use Google Analytics to help us understand how our customers use the Site. You can read more about how Google uses your Personal Information here: https://policies.google.com/privacy?hl=en .You can also opt-out of Google Analytics here: https://tools.google.com/dlpage/gaoptout .
- For more information about how targeted advertising works, you can visit the Network Advertising Initiative's (“NAI”) educational page at http://www.networkadvertising.org/understanding-online-advertising/how-does-it-work .
You can opt out of targeted advertising by:
- FACEBOOK - https://www.facebook.com/settings/?tab=ads
- GOOGLE - https://www.google.com/settings/ads/anonymous
Using Personal Information
We use your personal information to provide our services to you, which includes: offering products for sale, processing payments, shipping and fulfillment of your order, and keeping you up to date on new products, services, and offers.
Lawful basis
Pursuant to the General Data Protection Regulation (“GDPR”), if you are a resident of the European Economic Area (“EEA”), we process your personal information under the following lawful bases:
- Your consent;
- The performance of the contract between you and the Site;
- Compliance with our legal obligations;
- To protect your vital interests;
- To perform a task carried out in the public interest;
- For our legitimate interests, which do not override your fundamental rights and freedoms.
Retention
When you place an order through the Site, we will retain your Personal Information for our records unless and until you ask us to erase this information. For more information on your right of erasure, please see the 'Your rights' section below.
Sales Personnel Information
We DO NOT sell your personal information during any circumstances.
GDPR
If you are a resident of the EEA, you have the right to access the Personal Information we hold about you, to port it to a new service, and to ask that your Personal Information be corrected, updated, or erased. If you would like to exercise these rights, please contact us through the contact information below [OR INSERT ALTERNATIVE INSTRUCTIONS FOR SENDING ACCESS, ERASURE, CORRECTION, AND PORTABILITY REQUESTS].
Your Personal Information will be initially processed in Ireland and then will be transferred outside of Europe for storage and further processing, including to Canada and the United States. For more information on how data transfers comply with the GDPR, see Shopify's GDPR Whitepaper: https://help.shopify.com/en/manual/your-account/privacy/GDPR .
Cookies
A cookie is a small amount of information that is downloaded to your computer or device when you visit our Site. We use a number of different cookies, including functional, performance, advertising, and social media or content cookies. Cookies make your browsing experience better by allowing the website to remember your actions and preferences (such as login and region selection). This means you don't have to re-enter this information each time you return to the site or browse from one page to another. Cookies also provide information on how people use the website, for instance whether it's their first time visiting or if they are a frequent visitor.
We use the following cookies to optimize your experience on our Site and to provide our services.
Cookies Necessary for the Functioning of the Store
| Name | Function |
|---|---|
| _ab | Used in connection with access to admin. |
| _secure_session_id | Used in connection with navigation through a storefront. |
| cart | Used in connection with shopping cart. |
| cart_sig | Used in connection with checkout. |
| cart_ts | Used in connection with checkout. |
| checkout_token | Used in connection with checkout. |
| secret | Used in connection with checkout. |
| secure_customer_sig | Used in connection with customer login. |
| storefront_digest | Used in connection with customer login. |
| _shopify_u | Used to facilitate updating customer account information. |
Reporting and Analytics
| Name | Function |
|---|---|
| _tracking_consent | Tracking preferences. |
| _landing_page | Track landing pages |
| _orig_referrer | Track landing pages |
| _p | Shopify analytics. |
| _shopify_s | Shopify analytics. |
| _shopify_sa_p | Shopify analytics relating to marketing & referrals. |
| _shopify_sa_t | Shopify analytics relating to marketing & referrals. |
| _shopify_y | Shopify analytics. |
| _y | Shopify analytics. |
The length of time that a cookie remains on your computer or mobile device depends on whether it is a "persistent" or "session" cookie. Session cookies last until you stop browsing and persistent cookies last until they expire or are deleted. Most of the cookies we use are persistent and will expire between 30 minutes and two years from the date they are downloaded to your device.
You can control and manage cookies in various ways. Please keep in mind that removing or blocking cookies can negatively impact your user experience and parts of our website may no longer be fully accessible.
Most browsers automatically accept cookies, but you can choose whether or not to accept cookies through your browser controls, often found in your browser's “Tools” or “Preferences” menu. For more information on how to modify your browser settings or how to block, manage or filter cookies can be found in your browser's help file or through such sites as www.allaboutcookies.org .
Additionally, please note that blocking cookies may not completely prevent how we share information with third parties such as our advertising partners. To exercise your rights or opt-out of certain uses of your information by these parties, please follow the instructions in the “Behavioural Advertising” section above.
Do Not Track
Please note that because there is no consistent industry understanding of how to respond to "Do Not Track" signals, we do not alter our data collection and usage practices when we detect such a signal from your browser.
Changes
We may update this Privacy Policy from time to time in order to reflect, for example, changes to our practices or for other operational, legal, or regulatory reasons.
Contact
For more information about our privacy practices, if you have questions, or if you would like to make a complaint, please contact us by e-mail at info@ioaku.com or by mail using the details provided below:
IOAKU AB, Grev Turegatan 9a, 11446 Stockholm, Sweden
Last updated: 15th of October, 2021
If you are not satisfied with our response to your complaint, you have the right to lodge your complaint with the relevant data protection authority.
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:
- Full name
- Order/Receipt number
- Product you want to change
- 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:
- Fullname
- 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:
- 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.
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.
- Write heading - WANT EXCHANGE - Full name & Order/Receipt number
- Which product do you want to exchange?
- 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
- 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:
- 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 the table with 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!
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:
- 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!