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How do I know my order has been placed?

Once your order has been placed you will receive a confirmation message by email, you may find this email in your junk folder. This email will advise you that your order status is Awaiting Fulfilment, which means we are ready to fulfil your order. The email sent to you will contain your order number, delivery details, items ordered and shipping method.

Can I amend my order?

To ensure efficient shipping of your order we aim to have the parcel dispatched as quickly as possible. Unfortunately this does mean that once you have placed your order you will not be able to make amendments to the order.

What are your dispatch times?

AX Paris dispatches parcels from Monday - Friday. For next working day delivery UK customers have until 5:00pm to place their order. All orders placed after 5:00pm Monday - Friday will be dispatched the following working day.

For Saturday delivery UK customers have until 5:00pm Friday to place their order. Please note Saturday delivery must be selected at checkout. Any orders placed after 5:00pm Friday for Saturday delivery will be delivered the following Saturday.

How do I track my order?

Once your order has been shipped by our warehouse team you will receive a second email to let you know that your order is on its way to you. This email will contain your tracking information which can be tracked at one the following links below:

Tracking numbers starting 120: https://www.dxdelivery.com/consumer/my-tracking/

Tracking numbers starting BZ: https://www.royalmail.com/track-your-item

Tracking number starting 056: https://www.skynetworldwide.com/

Do I need to sign for delivery?

If you are not in to receive your parcel, your parcel will be left with a neighbour, or in a safe location. The courier will leave a calling card to advise you where they have left your parcel. The calling card will include details of how to re arrange delivery or collection of your parcel.

How do I return an item?

We promise to refund any item that you are not completely satisfied with when you return the item(s) to us in a saleable condition by post within 14 days of receipt of delivery. When returning items all tags must be in place and unworn as new.

UNWANTED ITEMS

If you are not completely satisfied with your purchase, simply return the item/s to us in their original condition and in their original packaging within 14 days of receipt. We will then issue a full refund minus the original postage cost. Unfortunately we regret we are unable to offer exchanges. Shoes must be returned in their original boxes. Jewellery and hosiery (tights) are non-returnable items. Swimwear can only be returned if the hygiene seal is in place and has not been broken. Sets of two-part items, such as bikinis or suit sets of any kind must be returned as a complete set. Please note that we are not able to accept returned items outside of our returns period. Any items received outside of our returns period, without prior written agreement from us, would be returned to sender.

Returns are your responsibility as we do not offer a pre-paid returns service. We therefore strongly recommend you send back items via Royal Mail 1st Class Signed For, or a similar trackable method - please see below steps for how to return items.

FAULTY ITEMS

If the item you received is faulty please contact customer services via the Contact Us page, or by sending us a message on your order. Please quote your order number, your name and address, details of the product and the reason for return. We will then advise you on how to proceed with the return. No alterations are permitted to be made to the item. You have 30 days from receipt of the faulty item to return it to us.

HOW TO RETURN AN ITEM

In order to return an item/s, please follow these steps:-

1.Download a Returns Form

Please download a copy of the returns form here – Download returns form (PDF) or Download returns form (Word) Please print out the form, complete it by hand and enclose in the parcel with your returned item/s.
Please complete one form for each order ID number. If you have many items that will not fit on one form, please print out further forms as required. If you are not able to print the form out for any reason, please enclose a copy of your original invoice, and write clearly on the invoice what you are returning, and the reason for return. If you are not able to enclose a return form or copy of your invoice, please write the details on a piece of paper.The details needed would be order number, name, the style references and sizes of garments being returned, and reason for return. 

IF YOU HAVE NO ACCESS TO A PRINTER Please write your name and order number on a piece of paper stating why you are returning the item. Insert this note inside your parcel along with your returning items.

2. Wrap your item/s

Please include your returns form in your parcel. Please wrap your items and form securely in the original packaging, and attach a label onto the parcel with the below address on - 

AX PARIS WEBSITE RETURNS

www.axparis.com
Unit 3 Trafalgar Business Park
Broughton Lane
Manchester
M8 9TZ

3. Return your parcel by a trackable method

We strongly recommend using a trackable method to send items back to us, such as Royal Mail 1st Class Recorded Delivery, or a similar method which gives you a parcel tracking number.
We recommend this, because if items get lost in the normal post, we regret we are not responsible for any items not received here. Using a trackable method protects you if your items get lost in the post, by enabling you to claim from your chosen delivery company.
Please keep your postage receipt safe until your return has been processed.
Your refund will be issued to the payment method used to pay originally for the item.  Please allow 15 working days, from the date of posting your parcel to us, for your returned items to be processed and your refund to be issued.
Once a refund is issued from us, please allow up to 30 working days for the refund to reach your account. This timeframe is dictated by your bank or card issuer, and is outside of our control.

If after 30 working days of returning your item you have not been refunded, please contact us on our Contact Us page.

PLEASE ENSURE YOU ENCLOSE A RETURNS FORM OR SOME PAPERWORK TELLING US YOUR DETAILS WITHIN YOUR PARCEL.

IF A PARCEL IS RETURNED WITHOUT PAPERWORK ENCLOSED WITH THE GOODS, IT IS IMPOSSIBLE FOR US TO IDENTIFY THE SENDER, AND TO THEREFORE ISSUE A REFUND FOR THE PARCEL

Why has my order been refunded?

In rare cases, due to high demand, an item which you have ordered may suddenly become unavailable. If this should happen, we will issue a refund to you for the item, and mark this on the invoice enclosed in your parcel. If your order contains additional items, we will dispatch the rest of your order.

Do you have a size guide?

You can view our size guide by clicking here.

How are sizes displayed on your site?

All sizes on our website are displayed in UK sizing.

Can I place a telephone order?

Sorry, but for security reasons and in order to protect customer data, we regret we cannot take telephone orders.

How do I know my order has been placed?

Once your order has been placed you will receive a confirmation message by email, you may find this email in your junk folder. This email will advise you that your order status is Awaiting Fulfilment, which means we are ready to fulfil your order. The email sent to you will contain your order number, delivery details, items ordered and shipping method.

Can I amend my order?

To ensure efficient shipping of your order we aim to have the parcel dispatched as quickly as possible. Unfortunately this does mean that once you have placed your order on the site, you will not be able to make amendments to the order.

How do I track my order?

Once your order has been shipped by our warehouse team you will receive a second email to let you know that your order is on its way to you. This email will contain your tracking information which can be tracked at one the following links below:

Tracking numbers starting 120: https://www.dxdelivery.com/consumer/my-tracking/

Tracking numbers starting BZ: https://www.royalmail.com/track-your-item

Tracking number starting 056: https://www.skynetworldwide.com/

Why has my order been refunded?

In rare cases, due to high demand, an item which you have ordered may suddenly become unavailable. If these events occur we will email you as soon as possible to confirm any cancellation / amendment to your order. If your order contains additional items, we will dispatch the rest of your order and refund the out of stock item.

How do I add a discount code?

When all your items have been added to the basket and you have proceeded to checkout you can enter your discount code into the Coupon Code box and click Apply. You can then head over to the checkout to complete your order.

Can I use more than one discount code on my order?

Only one discount code can be used per order. Do please note that discount codes cannot be used in conjunction with any other promotion or in addition to any student discount you may be entitled to.

Why is my coupon / discount code does not applying to my order?

Discount / coupon codes are only valid for certain categories as advised in our newsletters or promotions. If you enter a discount code for items not within the correct promotional category, the discount code will not apply.

What methods of payment do you accept?

The following payments types can be used on our site:

Can I place a telephone order?

Sorry, but for security reasons and in order to protect customer data, we regret we cannot take telephone orders.

How do I create an account with AX Paris.com?

You can create an account by clicking here or alternatively you can sign up for an AX Paris account on our home page.

Why can’t I sign into my account?

It is possible that you have placed your order as a guest. This would happen if you put an item into your bag before first creating a customer account. If you are still experiencing issues, please click on our Contact tab and our customer service team will be happy to help you.

How do I track my order?

Once your order has been shipped by our warehouse team you will receive a second email to let you know that your order is on its way to you. This email will contain your tracking information which can be tracked at one the following links below:

Tracking numbers starting 120: https://www.dxdelivery.com/consumer/my-tracking/

Tracking numbers starting BZ: https://www.royalmail.com/track-your-item

Tracking number starting 056: https://www.skynetworldwide.com/

What are the current methods of delivery?

UNITED KINGDOM

Delivery Method

Average Delivery Time *+

Cost

UK Standard Delivery

3 – 5 working days

£2.95

UK Next Working Day

Next working day Order must be placed before 5:00pm Mon - Fri

£3.95

UK Saturday Delivery

First Saturday after placing order Order must be placed before 5:00pm Friday

£1.99


Orders are dispatched Monday- Friday only.

All next working day orders placed after 5pm on Friday will be dispatched Monday for delivery on Tuesday.

All next working day orders placed on Saturday & Sunday will be dispatched Monday for delivery on Tuesday.

Next working day orders are not delivered on Saturdays, Sundays or national bank holidays.

CHANNEL ISLANDS & EUROPE

International delivery (0-2kg) - £7.99 - delivers in approximately 3-15 working days. Please note that delivery charges increase with weight, by £7.99 per 2kg. For example, an order of 4kg would cost 2 x £7.99 = £15.98.

UK Next Working Day & Saturday Delivery (when available)

To guarantee UK Next Working Day & Saturday Delivery orders must be placed before 3pm on the day of dispatch (upper regions of Scotland except Glasgow).

Restrictions apply. Saturday delivery service is not available for residents in Northern Ireland , Republic of Ireland, Scilly Isles (TR21-TR25), Isle of Man (IM postcodes), Channel Islands (JE & GY postcodes). Saturday delivery service only applies to the following postcode areas in Scotland - EH, G, ML.

(Please note any orders for UK residents for £150.00 or over will require a mandatory signature.)

Worldwide

International delivery - £9.99 - delivers in approximately 5-25 working days. Please note that delivery charges increase with weight, by £9.99 per 2kg. For example, an order of 4kg would cost 2 x £9.99 = £19.98. We regret we do not currently deliver to Canada.

USA and Australia

International delivery - £4.99 - delivers in approximately 3-10 working days Orders must be placed before 3pm to be despatched on the same day

Do I need to sign for my delivery?

We can’t be home all the time, in these situations your parcel can be left in a safe place or left with a neighbour at your request. You can add this request to the notes on your order. Do please be aware that any instructions left are only requests and are not guaranteed by the courier service. If it is not possible to fulfil your request a calling card will be left which will include details of how to re arrange delivery.

What time can I expect my delivery?

UK customers

For all UK orders placed, deliveries can be made anytime between 8am and 6pm.
European / International deliveries

Please note that delivery times vary depending on destination for our European/ International customers. We are unable to guarantee a delivery date for international parcels as this is the responsibility of the carrier once the item has been dispatched.

Delivery times will depend on the courier who has been chosen to deliver your parcel. AX Paris are unable to give a time slot for delivery of your parcels.

Do you offer express shipping for European / International customers?

At the current time we do not offer an express service to european / international destinations.

Have you received my return?

We strongly recommend using a trackable method to return items to us, such as Royal Mail 1st Class Signed For (UK), or a similar method which gives you a tracking number. Please track your parcel on the website of your chosen courier, to see when your parcel reached our building. It takes us a few working days to process your return through our building and our Returns Department. Please allow 15 working days from the date you sent your items for us to process them. You will be sent an email notification once your return has been processed. In the unlikely event that you have not received an email notification of your return after 15 working days of sending to us, please contact us on the Contact Us page.

We are only able to determine if we have received your return via your tracking details for your return.

Due to the amount of parcels that AX Paris receive and dispatch from our head office we would not be able to locate an individual parcel until it is processed. This is why we aim to have parcels processed within 15 working days of receipt at our head office based on the tracking details.

What is your return policy?

Please follow our Returns Policy for how to return items here. Should you wish to return your item for a refund the following conditions must be adhered to;

Items must be returned within 14 days of receipt (the day you receive the parcel) When we receive your returned item we will issue a full refund minus the original postage cost. All AX Paris tags must be attached and the items must be unworn as new. Swimwear can only be returned if the hygiene seal is in place and has not been broken. Jewellery and hosiery (tights) are non-returnable items. Shoes must be tried on indoors and must not show any signs on wear. Shoes must be returned in their original boxes. Sets of two-part items, such as bikinis or suit sets of any kind must be returned as a complete set. Unfortunately we regret we are not able to offer exchanges. Returns are your responsibility as we do not offer a pre-paid returns service. We strongly recommend using a trackable method to return items to us, such as Royal Mail 1st Class Signed For (UK), or a similar method which gives you a tracking number. This tracking number will be written on your postage receipt. Please keep your postage receipt safe until your return has been processed, as this will be your only proof of return for your parcel. AX Paris reserve the right not to refund you if you return items to us outside the terms of our returns policy. Any items returned outside of our returns period, without prior written agreement from us will be returned to sender.

How do I return an item?

We promise to refund any item that you are not completely satisfied with when you return the item(s) to us in a saleable condition by post within 14 days of receipt of delivery. When returning items all tags must be in place and unworn as new.

UNWANTED ITEMS

If you are not completely satisfied with your purchase, simply return the item/s to us in their original condition and in their original packaging within 14 days of receipt. We will then issue a full refund minus the original postage cost. Unfortunately we regret we are unable to offer exchanges. Shoes must be returned in their original boxes. Jewellery and hosiery (tights) are non-returnable items. Swimwear can only be returned if the hygiene seal is in place and has not been broken. Sets of two-part items, such as bikinis or suit sets of any kind must be returned as a complete set. Please note that we are not able to accept returned items outside of our returns period. Any items received outside of our returns period, without prior written agreement from us, would be returned to sender.

Returns are your responsibility as we do not offer a pre-paid returns service. We therefore strongly recommend you send back items via Royal Mail 1st Class Signed For, or a similar trackable method - please see below steps for how to return items.

FAULTY ITEMS

If the item you received is faulty please contact customer services via the Contact Us page, or by sending us a message on your order. Please quote your order number, your name and address, details of the product and the reason for return. We will then advise you on how to proceed with the return. No alterations are permitted to be made to the item. You have 30 days from receipt of the faulty item to return it to us.

HOW TO RETURN AN ITEM

In order to return an item/s, please follow these steps:-

1.Download a Returns Form

Please download a copy of the returns form here – Download returns form (PDF) or Download returns form (Word) Please print out the form, complete it by hand and enclose in the parcel with your returned item/s.
Please complete one form for each order ID number. If you have many items that will not fit on one form, please print out further forms as required. If you are not able to print the form out for any reason, please enclose a copy of your original invoice, and write clearly on the invoice what you are returning, and the reason for return. If you are not able to enclose a return form or copy of your invoice, please write the details on a piece of paper.The details needed would be order number, name, the style references and sizes of garments being returned, and reason for return.

IF YOU HAVE NO ACCESS TO A PRINTER Please write your name and order number on a piece of paper stating why you are returning the item. Insert this note inside your parcel along with your returning items.

2. Wrap your item/s

Please include your returns form in your parcel. Please wrap your items and form securely in the original packaging, and attach a label onto the parcel with the below address on -

AX PARIS WEBSITE RETURNS

www.axparis.com
Unit 3 Trafalgar Business Park
Broughton Lane
Manchester
M8 9TZ

3. Return your parcel by a trackable method

We strongly recommend using a trackable method to send items back to us, such as Royal Mail 1st Class Recorded Delivery, or a similar method which gives you a parcel tracking number.
We recommend this, because if items get lost in the normal post, we regret we are not responsible for any items not received here. Using a trackable method protects you if your items get lost in the post, by enabling you to claim from your chosen delivery company.
Please keep your postage receipt safe until your return has been processed.
Your refund will be issued to the payment method used to pay originally for the item.
Please allow 15 working days, from the date of posting your parcel to us, for your returned items to be processed and your refund to be issued.
Once a refund is issued from us, please allow up to 30 working days for the refund to reach your account. This timeframe is dictated by your bank or card issuer, and is outside of our control.

If after 30 working days of returning your item you have not been refunded, please contact us on our Contact Us page.

PLEASE ENSURE YOU ENCLOSE A RETURNS FORM OR SOME PAPERWORK TELLING US YOUR DETAILS WITHIN YOUR PARCEL.

IF A PARCEL IS RETURNED WITHOUT PAPERWORK ENCLOSED WITH THE GOODS, IT IS IMPOSSIBLE FOR US TO IDENTIFY THE SENDER, AND TO THEREFORE ISSUE A REFUND FOR THE PARCEL

Can I exchange an item?

We are not able to offer an exchange on returned items and all returned items will be refunded once they have been received and processed by our warehouse team. If you need a different size or colour of an item you will need to place a new order. Please do be aware that return postage will be at the customers expense.

How long do I have to return an item after delivery?

We will refund or exchange any item that you are not completely satisfied with when you return the item(s) to us in a saleable condition by post within 14 days of receipt (the day you receive the parcel).

When returning items all tags must be in place and unworn as new.

Please see our Returns Policy for all conditions that must be adhered to in order to return an item.

AX Paris reserve the right not to refund you if you return items to us outside the terms of our returns policy.

I have received a faulty or incorrect item?

If the item you have received is faulty or incorrect to the item you have ordered, please contact our customer services team on the Contact Us page.

Please quote your order number, your name and address, details of the product and the reason for return. We will then advise you how to proceed with the return. No alterations are permitted to be made to the item. You have 30 days from receipt to return the faulty or incorrect item to us.

How long does it take for the refund money to reach my account?

Please allow 15 working days, from the date of posting to us, for your return to be processed and your refund to be issued. Your refund will be issued to the method used originally to pay for the item. Once a refund is issued from us, please allow up to 30 working days for the refund to reach your account. This timeframe is dictated by your bank or card issuer, and is outside of our control. If after 30 working days of returning your item to us you have not been refunded, please contact us on our Contact Us page.

Our online Help Centre is available to help with the most frequently asked questions from our customers.

If you cannot find the answer to your query in our Help Centre, our customer service team are available online to assist you, if you send them an email.

Our customer service team respond to emails Mon - Fri from 9am to 5pm.

To contact our customer service team, please email enquiries@axparis.com




 

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