FAQ overview



(Pre) Orders

What do I do if there is a problem with my order?

Our Customer Care team are here to help with any problems. Click here for contact details.

Can I cancel my order?

You need to email us as soon as possible after you have placed your order otherwise it may be too late. We may cancel your pre-order but, we are unable to refund the deposit after we have notified you that your pre ordered item(s) has been purchased.

Can I add an item to my order after I have placed my order?

Unfortunately not, you will need to place a separate order for anything else that you want to buy.

Why have you cancelled my order?

Please click here to contact our Customer Care team.

What can I do if it is too late to cancel my order?

Simply return your unwanted item (return freight fees excluded). We are unable to refund the money if the product you send us is damaged in transit. Please see our Returns and Refunds policy for more info.

Please note we are unable to process a refund for your item on pre-order after the product(s) has been purchased.

My order did not go through but I think you have charged me?

When you enter your details to pay for your order, your bank automatically deducts the money from your available balance although it is not actually taken from your account until we dispatch your order.

If we do not dispatch your order, we do not charge you and the money is automatically put back onto your available balance by your Bank.

This usually takes around 2~3 working days but the exact timeframe does depend on your card issuer and your bank.

If this timeframe has elapsed, or you are a PayPal customer and the money still has not been released, please contact Customer Care.

Can I find out if you will be getting more stock on items that have sold out?

Some of the items on our website do sell out quickly and unfortunately we are unable to tell you if we will be getting more of a particular item.

You are welcome to pre-order any item(s) you wish to purchase.

I have received my order but one of the items is missing, what do I do?

Please click here to contact our Customer Care team who will investigate this matter with our warehouse.

You confirmed my order but I have now received an email saying one of the items is out of stock. Why is this?

Unfortunately, although our systems showed available stock when you placed your order, when our warehouse went to pick the item they found that there was no stock available or the item is damaged.

Although this does not happen often, when it does we have to cancel the item from the order and obviously we do not charge you for the item. Therefore, this item will not be sent out to you once it is back in stock.

I have received an incorrect item in my order, what do I do?

We aim to get your order right every time but we do occasionally make mistakes. Simply click here to contact our Customer Care team who will sort out the matter with you.

My items are for business purposes, how do I get a GST receipt?

Please click here to contact our Customer Care team if you purchased your item online.

Many items I wish to purchase on the website are not in stock. Why is that?

Simply because there are too many items available in IKEA whereas we have a limited space to bring each time. In our effort to improve the stock availability, we aim to import as much stock as we can. Currently, a new container arrives every 3 weeks. The next best thing is to pre-order the item(s). We will reserve it for you if the item is currently on the way with the upcoming shipment. Otherwise, you will receive it when the next shipment arrives.

Some of items I wish to purchase are not listed on the website. How can I order? What is the price?

Simply go to our buying service page and follow the easy steps to get an inclusive quote. Once you accept the quote and decided to go ahead, deposit is required to gurantee supply.

Before placing my Pre order I would like to know what the expected supply date will be.

Our pre-order schedule is posted on the main page. It usually takes 4~5 weeks after the close date of the ordering to organise, forward and clear customs. Delivery times for your package can be delayed due to changes in shipping schedules, container x-rays, carrier delays and overseas suppliers changing dates.

When will I know when my item on pre order is going to be avaliable?

We will keep you posted every step of our pocess so, you will be able to know exactly when your order arrives.

I receive an email from you saying that you coulnd't get my pre-ordered item because it was out of stock. What is the next step then?

Due to popularity or supply issues, your item will be out of stock, sometimes. In such event, we, at our sole discretion, may opt to either refund the cost of the item or place the item on backorder.

Registration and Your Online Account

Why do I need to register to shop?

Registering with us helps speed up the ordering process for you and allows you to keep track of your orders .

By registering, will I automatically receive marketing emails from you?

No, unless you sign up to our newsletter. If you do sign up, you can ask to be taken off our mailing list at any time.

By registering, will you pass my details on to any other companies?

No, we will not pass your details on to other companies.

What do I do if I have forgotten my password or my password does not work?

If you've forgotten your password we'll need to reset it for you. Simply log in to your account and follow the Forgotten Password instructions, or click here to change it. For security reasons, we cannot send you your password via email. Once you have requested a new password you must allow up to 30 minutes to receive this via email. If your new password does not work please click here to contact Customer Services for assistance.

How do I create an account?

Creating a AKIA account means that you can easily shop with AKIA.co.nz To create yours now simply click here and follow the new customer instructions to create your account.

Returns and Refunds

What is your Refund policy?

We do not have to provide a refund if you have changed your mind about your purchase, so please choose carefully; however, if you have any concerns with regards to your purchase, please contact us to discuss your concerns. We are unable to process a refund for any item on pre-order after the item has been purchased and loaded in the container by us.

In the interests of hygiene we cannot accept returns on used bedding (linens, comforters, pillows, pillow tops), baby gears and mattresses unless they are faulty.

I returned my order, how long will my refund take?

Please allow 7 working days for your parcel to reach us, and a further 3-4 working days for your account to be credited.
Please note that some banks may take slightly longer to process your refund.

What do I do if my order is damaged or faulty?

Inspect each carton when it arrives. Please note that we may request for you to email/send pictures of damaged or defective merchandise so, we can investigate where and when the damage occured. If goods are faulty, we will meet our obligations under the Consumer Guarantees Act to provide a remedy. Customers should contact our customer care team with regards to any faulty products in the first instance. We will then arrange collection through our own agent for return.

If your item was damaged between leaving AKIA warehouse and arriving at your delivery address, you will receive a full refund of merchandise only or replacement. The carrier will collect the damaged item from your address, along with the original packaging, and once the damage has been verified your return will be processed. This process can take up to one week. Please note that for your claim to be accept you must retain the original packaging for your item(s).

To process any claims we must recieve a notification within 7 days of you having received the goods.