What If My Order Arrives Damaged?Updated 2 months ago

If you received an item that arrived damaged, there are a couple of ways we can help resolve the issue. The first step is to determine the cause of the damage—did it happen during packing/shipping, or does it appear to be a manufacturer's defect (a faulty item)?

If you believe the damage occurred during shipping:

1. Check for Shipping Protection (Route):

   • Log into your account and review your order details.

   • If Route Protection was purchased, it will appear as an item in your order summary.

   • If covered, you can quickly file a claim here ➡ Route Claims.

2. If Route Protection was not purchased:

   • Please contact us directly within 7 days of receiving your order ➡ ShopAKIRA Help.

If you believe the item is faulty (manufacturer's defect):

Examples include broken zippers, stains, missing buttons, or other quality issues.

1. Visit returns.shopakira.com.

2. Select the item and choose the return reason “Damage”

3. Upload clear photos showing the issue

   • Zoom out to show entire garment, as well as the damaged area. The more photos provided the faster we can resolve the issue 

   • For shoes - please include photos of the toe, heel, and sole, along with close-ups of the damaged area.