Frequently asked questions

To keep the production and delivery of your orders as fast as possible, an order confirmed on our website cannot be changed. Your Akinod cutlery is made to measure as soon as your order comes in: it goes straight to our workshops and is put into production immediately. As a result, we can no longer change its specifications or add products to the order or remove them. This automated system keeps our customers’ waiting time as short as possible, so that you can enjoy your Akinod without delay.

As for returning your order, please note that only non-personalised items can be sent back to us, within 14 days at most of receiving them. Every return and refund request must first be made to our customer service team, who will tell you whether your request is admissible and what procedure to follow. No made-to-measure product ordered through our online cutlery configurator can be refunded.

If you would like to request a return or ask us a question about this, please contact our teams on our customer service platform.

Extract from our terms and conditions of sale

8. Right of withdrawal
8.2. Exclusion of the right of withdrawal arising from the personalisation of the Product(s) ordered
AKINOD makes available to the Customer on its Website a personalisation tool (the My Akinod service) allowing the Customer to individualise the product, according to design, aesthetic and functional preferences, following a multitude of personalisation criteria to be combined by the Customer. As the combination of these criteria results in a personalised and individualised product, as the Customer acknowledges in the General Terms of Use, the Customer’s Order excludes any right of withdrawal. [...]

At Akinod, all our products are sold at a price that does not move throughout the year. You can therefore order with the assurance of buying your cutlery at the right price, whatever the time of year.

Before they are shipped, all orders placed on our website go through several strict checks, so that you do not receive the wrong order.

All our orders are therefore checked several times over. If you do nevertheless notice a specific difference between the order you confirmed on our website and the one you received, or if your cutlery does not match the specifications shown on your delivery note, you can file your claim on our customer service platform.

Please note, however, that if the order you received does match what you confirmed when ordering, we will unfortunately not be able to act on your claim.

Extract from our terms and conditions of sale

5. Orders, availability of the product(s)
5.1. [...] [the customer] acknowledges that consent to the performance of the Order is complete and irrevocable as from “order validation”, [...].

12. Liability, force majeure
12.1. [...] The Customer alone is responsible for the outcome of the choices made in designing the product through the Personalisation Tool and may not request a replacement on aesthetic grounds.

Before it is shipped, all our cutlery is carefully inspected so that no order goes out with a mistake, or with products other than those ordered. Even so, an item can slip past our checks and be sent out by oversight.

If you notice a difference between the engraving on your product and the one shown on your delivery note, please send your request on our customer service platform so that our teams can do what is needed to put this right.

Please note that any text confirmed when you place your order goes straight to our workshops, which can under no circumstances change or correct the engraving you chose. Whatever text you confirm on our website is what will be engraved on your cutlery.

Extract from our terms and conditions of sale

12. Liability, force majeure
12.1. [...] The Customer alone is responsible for the outcome of the choices made in designing the product through the Personalisation Tool and may not request a replacement on aesthetic grounds.

Before it is shipped, all our cutlery goes through many strict tests, so that the cutlery you receive is free of any defect.

When your order arrives, if you think a piece of our cutlery slipped past our checks, and you are sure that the defect does not come from improper use or neglected care, please send your claim on our customer service platform, where our teams will answer you as quickly as possible. Feel free to back up your message with visual evidence (photo, video) so that we can see your problem as clearly as possible and provide the right solution.

Once your order is confirmed on our website, a confirmation email is sent straight to the email address saved in your customer account. If you cannot find that email in your main inbox, first check that it has not been treated as spam.

If the email does not reach you, please contact our customer service team, who will update you on the status of your order as quickly as possible.

As far as we know, our website is working perfectly, and we receive orders placed online every day.

If you run into a problem while ordering, we suggest refreshing the page in your browser, or reloading it. Otherwise, try placing your order from another device.

If the problem persists, feel free to take a screenshot and send it to our customer service team, telling us which browser and which device you are using (computer, smartphone, tablet…). We will then be glad to help you.

Any order placed remotely must be placed online and therefore cannot be placed by phone.

If you prefer to order in a shop, note that all our retailers are listed on our map of Akinod points of sale.

If you send back a product that does not fall under our returns policy, it is up to you to recover your goods by the means of your choice: either having the order shipped back to your address (for a flat fee of €10 including VAT), or collecting the goods yourself from our production workshop, where we will keep them available to you for a maximum of 2 months. If we receive no instructions from you within that time, the goods will be destroyed.

If you would like to collect your parcel directly from our workshop, you must first request this on our customer service platform.

Extract from our terms and conditions of sale

8. Right of withdrawal
8.2. [...] If the Customer sends back [a product excluded from our returns policy], AKINOD will keep it available to the Customer but cannot be required to send it back at its own expense.

Good news! The plate on your handle is guaranteed for two years. To have the faulty part replaced free of charge, simply file your request on our customer service platform so that our customer service team can send you a replacement kit as quickly as possible, containing a spare plate, a few screws and the assembly key you need.

Outside this 2-year period, or if the faults on your plate are cosmetic (fine scratches from use, loss of varnish, marks…), please get in touch with our customer service team so that we can offer you a refurbishment or a replacement.

Our customer service team handles every request for spare screws and will send you, free of charge, the parts your cutlery needs to work properly. To obtain one or more of these parts, please submit your request on our customer service platform.

Your cutlery is guaranteed against manufacturing defects for 24 months.

Once your cutlery has been made, it goes through strict inspection stages, so that you do not receive a faulty product. If you do find a manufacturing defect that has caused a metal part of your cutlery to break, and that is not linked to improper use, you can file your claim on our customer service platform. Our teams will do what is needed to answer you as quickly as possible.

Beyond 24 months, please note that our teams cannot cover a broken metal part of your cutlery.

Rust marks that can appear on your cutlery come from a lack of care, not from a design or manufacturing defect. On that basis, your cutlery cannot be taken back.

Our Akinod cutlery is made from a stainless steel, 2CR13. It is therefore protected against oxidation and suitable for use with food. If rust marks have appeared on your cutlery, they are typical of steel oxidising after it has probably been in contact with moisture without being dried properly afterwards.

You can, however, and with no help needed from us, clean your cutlery thoroughly with a dry cloth, taking care not to injure yourself. If the marks persist, lightly dampen your cloth with 90% alcohol or nail polish remover and work on the most marked areas.

Once they have been made, we unfortunately cannot take your Akinod back to personalise them.

For production, we generally keep to a maximum of 48 hours. Orders placed at the weekend are produced the following Monday.

• For delivery in mainland France, it generally takes 2 to 3 days depending on your delivery address.
• For delivery in Europe, it generally takes 2 to 5 days depending on your address and your destination country.
• For international delivery or delivery to the French overseas departments and territories (DROM-COM), it generally takes 4 to 8 days depending on your address and your destination country.

Please note, however, that these times are indicative.

Extract from our terms and conditions of sale

7. Delivery, transfer of risk, delivery charges, delivery times, non-conforming delivery
7.4. The delivery times indicated when the Order is placed are indicative, non-contractual times, established on the basis of an average of delivery times including logistics processing and shipping. They constitute only a best-efforts obligation for AKINOD, which will take all due care to try to meet them. Exceeding these times cannot justify cancellation of the Order by the Customer. These times may be adapted according to the level of availability of the Products ordered [...].
Delivery times are expressed in business days and run from final validation of the Order by AKINOD [...].

For deliveries in mainland France, shipping is free on any order with a total of €59 or more.

When your order is delivered, the carrier handling your delivery may mark your parcel as delivered even though you have not actually received it. This can simply be a hitch in your delivery: your parcel may have been taken in by a neighbour, or delivered to a letterbox next to yours. If, after checking, you are sure that no one could have taken your parcel on your behalf, you can file your claim on our customer service platform, where our teams will take your problem in hand as quickly as possible.

To file a claim with that carrier for an undelivered parcel, please send us:

• a sworn statement certifying that you did not in fact receive your parcel;
• a copy of your proof of identity.

As soon as we receive this information, we will open a claim and undertake to give you an answer within 14 days. After that time, and if your parcel is indeed lost, we undertake to remake your order and ship it at our expense.

Once your order is confirmed, the delivery address you chose is automatically passed to our shipping department, so that your parcel can be sent as quickly as possible. This necessary step is carried out without delay, to keep your waiting time as short as possible.

If you cannot take delivery of your parcel at the address given and have no choice but to make this change, you can send your request to our teams, who will do what is needed. Your new delivery address will be passed on to the carrier, who will redirect your parcel. Please note, however, that such a request may cause delivery delays for which we cannot be held responsible.

You can give our teams a new delivery address on our customer service platform.

Extract from our terms and conditions of sale

12. Liability, force majeure
12.1. The Customer alone is responsible for the consequences that any errors or inaccuracies in the information provided when ordering on the Website (in particular identity, delivery address, email address, etc.) may have on the content or performance of the Order. In such a case, AKINOD cannot be held liable, in particular, in the event of failed delivery, impossibility of delivery or late delivery [...].

Once your order has been shipped, the carrier handling the delivery will send you your parcel’s tracking number by email. You then simply go to that carrier’s website to follow the progress of your delivery.

If you have received no email from your carrier after your order was shipped, our teams are here for you and can pass it on. Send your request to our teams on our customer service platform and they will answer you as quickly as possible.

During your delivery, outside events can disrupt the transit time estimated by the carrier of your parcel. If, while tracking your order, you see your parcel sitting still at one of these stages, contact the relevant carrier’s customer service so that they can give you more information.

If the situation does not move on, however, or if you want to report a problem to us that needs us to step in, you can send your claim on our customer service platform.

The cost of delivering your order varies according to your address and the carrier handling your delivery. When you confirm your cart, this price is shown to you once you have entered your destination address in the “shipping method” section.

For the carrier handling your delivery, please see the table below:

When your parcel arrives, customs charges may be billed to you on top of your original shipping costs. These additional costs are due solely to your country’s import policy and are beyond our control.

Extract from our terms and conditions of sale

7. Delivery, transfer of risk, delivery charges, delivery times, non-conforming delivery
7.1. [...] In the case of delivery in France where the Customer resides outside France, the Customer alone will bear all costs and charges (in particular tax and customs) that may be claimed when importing the Product into the country of residence.

Akinod is a French company based in the Paris region. Our cutlery is started in our production units in Asia and finished in our workshops in France, where we carry out printing, assembly, adjustment and personalisation. Every piece is checked individually before it goes on the market.

Akinod currently employs more than forty people in France.

Akinod was born of our wish to bring some magic back to the lunch break.

With that in mind, we came up with the perfect solution for eating anywhere, but not just anyhow: compact, durable and beautiful accessories that invite everyone to say no to junk food and rediscover the pleasure of simple ingredients, over a good meal, at their desk or anywhere else.

Original in both substance and form, Akinod products, named after the time of day when they are most likely to be used, could well become the new essentials of the modern food lover.

Our engraving workshop can engrave a specific selection of special characters, such as:

• simple emoticons, such as a heart (♥) or a smiley (☺);
• common symbols, such as the dollar sign ($);
• common typographic signs and printing characters, such as an asterisk (*) or a hash (#).

Some characters (complex emoticons, alphabets other than the Latin alphabet) cannot be engraved in our workshops. If you are unsure whether your engraving can be accepted, please send your request to our customer service team, and our teams will answer you as quickly as possible.

Any order placed with an engraving that cannot be accepted will be held up until it is corrected. As a result, our 48-hour production time cannot be met.

We set a limit of 25 characters on the engraving of your Akinod. This restriction appears on our website when you choose your engraving, and no engraving longer than 25 characters can be entered in our online personalisation tool.

Akinod cannot therefore be held responsible for an incomplete engraving caused by failure to observe this rule.

Extract from our terms and conditions of sale

12. Liability, force majeure
12.1. [...] The Customer alone is responsible for the outcome of the choices made in designing the product through the Personalisation Tool and may not request a replacement on aesthetic grounds.

Models with a wood or aluminium handle must never be washed in the dishwasher. Models in clear polymer decorated with patterns, on the other hand, can be cleaned in the dishwasher as often as needed.

If you wash your cutlery by hand, use the soft side of the sponge or a slightly damp cloth. Never scrub the metal parts with the scouring side of a sponge, as this may scratch the surface.

The knife blade is micro-serrated. There is no need to sharpen it.

Every order placed on our website is sent with a delivery note. It lists all the products ordered without showing the price of each item.

So whoever takes delivery of the parcel at the delivery address will not see the total price of the order.

This option is not available on our website for the time being. Given how much you have been asking for it, however, it is an offer that should be coming soon.

When you buy cutlery, we offer gift wrapping that you can select from your cart. Simply tick the “gift wrapping” box under the product of your choice.

Every purchase of an Akinod product comes with a warranty covering your cutlery against manufacturing defects for 24 months.

Beyond that period, the screws on your Akinod remain guaranteed for life. Our teams will handle any request to replace these parts on our customer service platform and will do what is needed to get your Akinod cutlery working again.

The Akinod warranty never covers damage resulting from a lack of care, such as rust, scratches or the fading of printed patterns.

To delete your customer account, please send a request to our customer service team. We will delete your account and remove you from our postal and electronic mailing lists.

If you have already placed an order on our website, French law requires us to keep the essential information linked to your past purchase, such as your first name and last name. If you ask for your data to be deleted, all secondary information will be deleted and we will keep only what is legally necessary.