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Svar från Akara Labs

6 dagar sedan

Hi Ivan, we have no record of you on our system at all using the name published on Trustpilot.

You haven't left an order number so it's impossible for us to investigate properly. We've since requested more information through the system on Trustpilot which also hasn't been engaged with.

If you are a legitimate customer and have had issues contacting us, please use the website chat bot - it comes through to us without fail. Emails can end occasionally up in Spam (I've checked all spam folders and there is no Ivan Nikako emails).

Please do get in touch again using the website chat and we will work with you.

Svar från Akara Labs

Uppdaterad 30 mars 2026

Hi Takao, the only contact we have had with you previously was on the 9th Dec 2025 and nothing since. As far as we were aware you had been refunded and all was well.

The item was sent and the tracking stated that delivery had been attempted but then returned to us. As a single attempt of delivery is a little unreasonable, despite being out of our control - we issued a refund on the same day and by the 11th the refund was apparently complete according to Shopify.

You were aware the item had attempted to be delivered as you thanked us via email. I'm happy to also share the emails if you wish.

If the money has not been returned to your bank account then this is very concerning as we also have not been paid and it would need to be raised with Shopify and your payment provider to check their ends.

If you could please double check your account around the 11th Dec and see if the funds arrived back with you. If not then please get in touch with us via email, or directly through our contact bubble at the bottom right of our website, where we will work with you to understand if there is an issue and where that issue resides.

If the refund was not completed for whatever reason, the fastest and easiest way for you to receive your money back at this point may be to issue a chargeback through your credit card company, possibly just a few taps on your credit card app?

Please see your Shopify account history log below, this is the information we have on our end. Shopify has over 5 million customers and runs a vast majority of online stores, they are an extremely reliable platform.

December 11
£37.86 GBP refund was deducted from your Dec 15, 2025 payout.
12:48 AM

Refund amount
¥7,900 JPY
Converted to GBP (1 JPY = 0.00479 GBP)
£37.86 GBP

December 10
£37.86 GBP refund will be deducted from your Dec 12, 2025 payout.
2:22 PM

Refund notification email was sent to TAKAO MAZAKI (email address redacted).
2:22 PM

¥7,900 JPY was refunded using a Mastercard ending in REDACTED via Shop Pay.
2:22 PM

Acquirer Reference Number (ARN): REDACTED

December 9
You refunded 1 item and shipping.
2:05 PM

You restocked 1 item at 1 location.
2:05 PM

A ¥7,900 JPY refund is pending.
2:05 PM

EDIT: To reply to your edit:

The refund was processed on 09/12/2025, the same day you got in contact with us. We didn't wait to receive the product back as we could see from the tracking the Japanese post were not going to try again (for reasons unknown to us).

The refund then took a few days to complete which looks to be the 11th December 2025 from what we can see from our end.

Therefore, please check your bank for a refund around the 11th December 2025, you should see the same amount you spent with us being deposited back in to your account.

We did not resend the order, you requested a refund which we immediately processed for you. All in all, you should be fully refunded and back where you started.

EDIT2: Thank you for amending your post, it's appreciated and I'm sorry that this transaction was not as smooth as either party would have liked. I hope you have a good day and if you have any further issues with the refund please don't hesitate to get back in touch, we are always here to work with and alongside our customers to resolve any problems.

Svar från Akara Labs

6 dagar sedan

Hi Naru, we'd love to learn how the product broke and provide a replacement since you're still in warranty.

I see you bought a Slim Skin case, this is the first time we've had a message about a case breaking so we would be very interested to learn what happened with yours and put things right.