FAQ Akkilou


Do you have a physical store?

No but we often organize pop up stores so you can meet us and discover our jewels. Follow us on Facebook and Instagram to know when and where they take place.


Can I pick up my order at your place and thus avoid paying the shipping costs?

Yes, you can collect your jewelry in Ittre (Belgium). If you choose this shipping method, contact us after completing your order so we can find a suitable date and time together.

In which countries do you deliver?

We deliver to 22 countries. Please refer to our delivery page to check if we ship to your country.

How much are the shipping costs?

The price depends on the country of destination and the type of delivery. Please refer to our delivery page if you want to have a look at all delivery prices and options.

How long does it take to receive my order?

For orders to Belgium you can expect to receive it within 1 and 3 working days. For international orders, you can expect to receive it within 2 and 8 working days, depending on the country of destination. 

Can I track my order?

Yes. You can track your package here. You just need to specify the tracking number you received by email.

What if I am not at home for the delivery?

If you are absent upon delivery of the package, the postman will leave a “failed delivery card” in your letterbox. You can either pick up your parcel within 14 days that follow (not including the delivery day) from the post office or the post point mentioned on the card.

What is a service/delivery point?

A service/delivery point is a place where parcels can be shipped and received. By opting for a delivery point, you choose to retrieve your package when and where it suits you best. You can see all service points near you here.

Will I receive shipping notifications?

Yes. After you make an order, you will receive updates by email at every step of the process (order confirmation, shipment out for delivery, shipment delivered). You will also receive a tracking link to see where is your order, what is the expected delivery date, etc.

What if my order didn't arrive?

We guarantee that you will receive your order. If you haven't received your order after you received a confirmation that your order has been delivered, please contact us or send an email to sales@akkilou.com.


Can I exchange or return an item?

Yes. You can return the product (at your own expense unless it is damaged upon reception or there is a mistake from our side) and get a refund or exchange the product for another one, be it similar or not, for up to 30 days from the date you received it. Please refer to our delivery and return page for more detailed information about returns and exchanges.


I would like to buy jewelry to offer them, do you have any gifting options available?

Sure! After you have completed your order, tell us the name of the person who will receive your gift so we can make a personalized gift box.

Can "out of stock" items be available in the future?

Yes. We often replenish our stock so we invite you to regularly return to the page of the product to see its availability.

If you really like a jewelry and don't see it anymore (or your size is not available), don't hesitate to ask us and we will do our best to put it back for you.

What size should I choose?

Our sizing guide will help you to determine which size is best for your rings, bracelets and necklaces.


Do I have to create an account to order a jewel?

No. Creating an account is optional when ordering on our site, which means that you can order as a guest. However, we recommend you register so that you can see a history of your orders and it will be easier to order the next time you visit us.

How to create an account?

You can register here. You can also create an account during the checkout process.

I forgot my password. How can I recover it?

You can reset your password by going here and then clicking on the link 'Forgot your password?'. An email with instructions on how to reset your password will be sent to your email address.

How can I edit my information or see a history of my orders?

You can easily access or edit all your information (name, address, etc.) and see your past orders by accessing your account. Your account is also available by clicking on the small icon in the top menu or by clicking on the link 'My account' in the footer menu.


What means of payment do you accept?

We currently accept payments made through credit cards (VISA, MasterCard, American Express, etc.), PayPal, Bancontact/MisterCash, bank transfer and iDEAL.

Is the price the same for all payment methods?

Yes ! The price is always the same, no matter which payment method you use.

Are payments safe?


  1. Payments by credit card are processed by Stripe, the leader in online payments
  2. PayPal offers a purchase protection to their users
  3. Shopify (our platform) is the number 1 in e-commerce and puts security as their priority
  4. Sensitive and private data are encrypted with the SSL technology
  5. Last but not least, we comply with the Payment Card Industry (PCI) security standards
Secured payments Akkilou


My credit card does not work or my payment is being denied. What should I do?

Some reasons may explain this:

  • Your card may be outdated. Verify the validity date of your card
  • You may have entered incorrect information. Make sure you have correctly filled in all the required fields
  • Your card limit may be reached. Consult your bank to verify that the limit of your purchases has not been reached
  • You are using it from abroad. Check with your bank what are your payment terms abroad

If after checking all these points your payment is still not accepted, please contact us so we can find a solution.

How to use my discount code?

Discount codes must be entered during checkout. A box like below will appear with the possibility to enter your code. The new amount will then be calculated automatically. Please also note that only one discount at a time will be considered, so choose the one which gives the best deal.

Discount code Akkilou


How to subscribe or unsubscribe to your newsletter?

You can subscribe to our newsletter by typing your email in the sign-up form at the bottom of each page of this website.

To unsubscribe, click on the link at the bottom of a newsletter you received by email or contact us and we will remove you from the newsletter list.

Couldn't find what you were looking for?

Feel free to reach out to us and we will get back to you as soon as we can.