Frequently Asked Questions

Guarantees

Guaranteed Delivery: We cover all orders against damage or loss, free of charge*. If your package fails to arrive or is damaged in transit, we will reship replacements for the lost and/or damaged items, at no additional cost. Depending on our stock, we reserve the decision to reship your items, substitute them, or refund the cost of your purchase. Note: This guarantee does not apply in case of a problem with Customs in your country.
* All orders are ensured only for the value of the Shipping Invoice

30 Day Money Back Guarantee: Acha Co., ltd. ensures perfect customer satisfaction. If the delivered merchandise does not meet your quality requirements, you may contact us within 30 days of the delivery date in order to get a Return Authorization Number. After the goods are returned to us, we will refund the cost of your purchase. Please note that we cannot accept or process returns without a Return Authorization Number (RMA).

Discounts

In Acha, our vision is to grow together with our customers, and therefore in order to say thank you to all our customers we give you the same discount not once but twice. One time for your current order and the same amount also will be deducted from your next order. Start getting special conditions such as free shipping from 350 USD  for every order you place on www.achadirect.com. 

Terms & Conditions of our Store Credit Offer

• This offer cannot be combined with any other discounts you received previously
• This offer is valid only for orders done through the website. And not for orders made in the shop or placed via email, phone, fax, etc.
• In order to be able to use the store credit the initial order must have been paid for and shipped already. Under no circumstance, it is allowed to make two orders and combine discount and store credit for these in a single shipment
• Store Credit must be used within 12 months after the order is shipped

Terms & Conditions of the Free Shipping Offer

• This offer cannot be combined with any other discounts you received previously
• Shipping is free for orders over 350 USD by DHL and FedEx Economy only. If you want your order to be shipped by UPS, EMS or TNT, or any other courier service, you will be charged for the difference
• Empty Body Jewelry Displays, Sterilized items, and items in blister packages are excluded from the free Shipping Offer
• Free shipping applies only to the shipping fee but not to the brokerage fee or Import Duties and taxes payable in your country. These always need to be paid by the customer directly to the chosen courier service
• Standard orders are ready to ship within 24 hours. However, the shipment of orders with special requirements or custom sterilized items can take longer. The sterilization process may take 3 to 5 business days.

FAQ and General Information

• How long has Acha been established?

Acha has been established since 2001. Located in Bangkok, Thailand, we are a proud manufacturer and supplier of wholesale body jewelry to customers in more than 50 countries around the world.

• Can you supply references in my country?

We will gladly provide references upon request. Please contact sales for details.

• English is not my primary language. How else can we communicate?

No problem. You can email us in any language. Additionally, our sales reps speak German, Spanish, French, and Thai in addition to English.

• I want to see prices in my own currency. How can I do this?

On the left side of the website, you have the option to change the currency setting.

• Are Acha’s products High quality?

• Most of the Gold in stock is 14K gold, some are 9k gold. We also do custom orders in 18k gold.
• All Silver is 925 Sterling Silver.
• All Stainless steel used for body perforation is 316L.
• All Stainless steel used for non-body perforation is 304L.
• Al Tungsten jewelry is made of tungsten carbide. (Guaranteed impossible to scratch!)
• Titanium used for Body Jewelry is either grade 23 or grade 5. (See individual product descriptions for details.)
• Titanium used for bracelets and rings is grade 5. (Grade 2 & 23 are available for custom orders.)
• All items sold by Acha go through our rigorous quality inspection process.

• I can’t find the size or color I want. What should I do?

Please contact our sales department. Alternatively, you can submit your request in the comments field when placing your order.

• What if the Item I Ordered is Out of stock?

Should this happen we will contact you to propose similar items as a substitute. We will NOT ship product substitutes without your prior approval. We will not send you colors or sizes that you did not order. You will receive only exactly what you ordered.

Minimum Order and Samples

• What is your minimum order?

Minimum order is $150 USD or the equivalent in your chosen currency.

Minimum order when ordering via email is 500 USD or the equivalent in your chosen currency.

Minimum order when ordering in our Showroom is 3000 Baht which equals roughly $100 or the equivalent in your chosen currency.
 
We can accept lower amounts for a first trial order to see our quality but we cannot accept a second or third order below this amount since our prices are wholesale and are calculated based on large order volumes and small orders are just not profitable for us when we take into the account the administrative cost of the order.

• What if first I want to try with a smaller order?

If you are a new customer you may request a waiver of the minimum order amount by providing us with some details about your business. Please contact our sales team for additional information.

• Can I sample your products before ordering?

Absolutely. We will gladly send qualified new customers free product samples. Please contact our sales department for details.

• Can you provide Pictures of products without the Acha watermark?

Upon request, we can provide photographs of the products you ordered with the “achadirect.com” watermark removed. We recommend you add your own watermark to the images we provide if you intend to use them on your own website. Please contact your sales rep for additional information.

• If I place a large order do I get a discount?

As a wholesaler, our prices are already heavily discounted. However, should you intend to place a very large order please contact our sales team to discuss custom pricing options.

Payment Options

We support the following payment methods:
PayPal: The fastest and easiest method to make payment for orders under $3,000 USD.
Bank Transfer: Best option for orders larger than 3,000 USD, but may take up to 4-7 days for payment verification.
Credit Card: All credit card payments are processed via PayPal.
PaySbuy (Visa/Master Card/Amex): Good for those unable to use a PayPal account.

Import Taxes and Other Fees

All import taxes, duties, fees or any additional charges incurred after the order has left our office are the sole responsibility of the customer. In the case that a shipment is rejected by customs of the destination country and returned to Acha, the customer will be responsible for the additional shipping charges.

Custom manufactured items
Should you be interested in custom-made jewelry please Contact Us and try to give us as much information as possible and we will then get in contact with you to discuss the details.
Displays and Board
For your convenience, we have some prefilled boards and displays. We also sell empty boards and displays
Supply of piercing tools
Yes, we do supply EO gas sterilized needle and cannula needle. All our needles have the lot number and expiration date.

How to Contact us

Please send an email and we should reply within 1 to 48 hours. Usually, we reply the same day we receive an email.
You can contact us by phone or visit us in the showroom according to working hours.
Monday - Friday: 8:00 am – 6:00 pm Bangkok Time (GMT+7)
Saturday: 8:00 am – 5:00 pm Bangkok Time (GMT+7)
Sunday: Closed

Acha Co., Ltd.

247- 249 Tanao Road, Bavornives

Pranakorn, Bangkok 10200 Thailand

Tel: +66 02-629 5858

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Personal Pick up

If you would like to personally pick up an order at our office that you placed via the web store please let us know the exact date and time via the order comment field when placing the order.

Web Store Technical Support

• I have forgotten my Password or My Password Is Not Working. What should I do?

Go to our log-in page and click the "Forgot your password?" link located beneath the email and password fields. Provide the email address you used when you first registered your account. Your new password will be emailed to you within 10 minutes.

• I have not received any email from Acha. What should I do?

First, check your spam folder. If you find our messages there see below.
Outlook 2007 Users:

• Check your "Junk E-mail" folder. If you find our email there, select it with one click.
• Go to Actions from the top menu bar, and then select Junk E-mail.
• Select Add Sender's Domain (@achadirect.com) to Safe Senders List, and click OK.

Outlook 2003 Users:

• Go to Actions from the top menu bar, then select Junk E-mail followed by Junk E-mail Options.
• Select Safe Senders, and then Add. Type @achadirect.com and click OK.

Hotmail, Yahoo, and Gmail Users:

Please check your "Junk/Spam email" folder. If you find our email there, select our email and click "Not Junk/Spam". This will help future messages to get through.

AOL Users:

Please check your "Spam" folder. If you find our email there, select the mail and click "This is Not Spam." This will help future messages to get through. To avoid accidentally filtering our future messages:

• Click Mail in the toolbar at the top of your AOL window
• Select Block Unwanted Mail, then click Custom Sender List
• Select Allow only the senders and domains listed below, then enter this domain: @achadirect.com and click on save.

• I have checked my inbox and spam folder and there are No messages from Acha. What should I do?

If you cannot find your confirmation email you can check your order status online. If this doesn’t solve the problem please contact sales for additional assistance.

Online Ordering Process

1. The customer selects products from the web store, choosing options and quantities as desired. The completed order is forwarded to our professional sales team.
2. The sales representative contacts the customer directly to verify the order and discuss shipping and payment options. With the order finalized and shipping and payment methods are chosen, the order is routed to our packing department.
3. Once the order is packed the sales representative determines actual shipping costs and sends the customer a final invoice.
4. The customer pays the invoice.
5. Sales will verify the payment, ship the order, and email the customer their tracking number.
6. The sales representative tracks the shipment and contacts the customer after the order has been received to make sure the customer is completely satisfied with their order.

Personal Information

When you interact with us, we automatically receive and store certain types of information, such as the content you view, the date and time that you view this content, the products you purchase, or your location information associated with your IP address. We use the information we collect to serve you more relevant advertisements (referred to as “Retargeting”). This is statistical information used to monitor the usage of our website and for advertising purposes. This information does not include personal information.

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