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FAQ


  • What methods of payment do you accept?

    We accept PayPal and the following credit cards: Visa, Master Card, Discover and American Express.
  • When will my order be shipped?

    Orders placed Monday-Friday before 11 AM GMT will begin processing that day, excluding holidays, and usually ship within 1 business day pending availability and credit verification. All orders placed after 11 AM GMT will begin processing the next business day. Orders placed on Friday after 11 AM GMT will begin processing on the following Monday. We will contact you with a follow-up email if the merchandise you have selected is not currently in stock or if we need additional identification provided for credit verification. We do not offer Saturday delivery. *DELIVERY TIME DOES NOT INCLUDE SATURDAYS SUNDAYS OR HOLIDAYS
  • How do I check the status of my order?

    You will receive an order confirmation once your order has been successfully transmitted. In addition, a shipping confirmation e-mail will be sent once your order has been shipped.
  • What shipping methods do you use?

    We ship via Royal Mail First Class. If you buy more than one Item from the Online Sotre we will ship Royal Mail Priority. We ship all international orders via USPS First Class International Mail. Once orders are packed and shipped, First Class packages typically take 2-8 days to arrive, Priority Mail packages typically take 3-5 days to arrive. International orders typically take 8-14 days to arrive.
  • How do I return or exchange an item purchased?

    You have 14 days to decide if the item is right for you. We will refund any item(s), provided that the item(s) has not been damaged, soiled, washed, altered or worn and that all labels and tags are attached.

    Products sent for return or exchange should be shipped to our warehouse address:

    PELLO London
    51 The Hale,
    Tottenham Hale
    London, N17 9JZ

    For more info on returns and exchanges, please email info@akapello.com

  • How do I cancel or edit a placed order?

    To cancel an order you placed, please contact us through our contact form with the subject 'Order Cancelation' followed by your order number (ex. 'Order Cancelation (#1234)'). To edit an order you placed, please contact us through our contact form with the subject 'Order Edit' followed by your order number (ex. 'Order Edit (#1234)').
  • Is my privacy and personal info secure on your site?

    All payments accepted on the site are processed by PayPal, and as such, your information is protected by SSL with an encryption key length of 128 bits (the highest level commercially available).
  • What happens if the item I ordered is out of stock?

    All items are subject to availability. Generally, if an item is showing on our website then it is available to order. However, during busy periods where demand may outweigh the amount of stock we have and we may not be able to fulfil your order. If this is the case, we will let you know as soon as possible.
  • How do I use discount codes in your shop?

    Upon adding products to the cart, you can enter a discount code in the input field labeled 'discount code' and then click the 'update total' or 'apply' button.
  • How do I get in contact with your for more questions?

    If you have any additional questions, feel free to send us an e-mail at info@eakapello.com.