F.A.Qs

How do I know my order has been placed?

Once you have placed your order you will receive a confirmation email, this will consist of your order number, items purchase and your delivery address.

Once your order has been shipped from us, you will receive a further email with your tracking number and link to the site where you can track your delivery.

Please note there is a maximum order total of £500.

Can I amend my order?

Unfortunately we are unable to amend or cancel orders which have been processed.

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. For Northern Ireland and Scotland this time is 3:00pm. Please note Saturday delivery must be selected at checkout. 

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 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 JZ: https://www.royalmail.com/track-your-item

Tracking number starting 1550: http://www.dpd.co.uk/

If you are unsure please contact customer services at enquiries@axparis.com and they will look into this and advise you further.

Please make sure when contacting customer service, that you supply both your order number and tracking number as they will need this to locate you on the system.

Please note if you refuse the parcel upon delivery, it will be returned to us and the delivery fee will be deducted from your refund. This also applies if you haven't collected your parcel from a Royal Mail Post Office when using the Click & Collect service.

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?

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

What if my parcel hasn't arrived by the estimated date of delivery?

If your parcel hasn't arrived by the estimated date of delivery, please contact our customer service team at enquiries@axparis.com. Our customer service team will liase with the delivery partner selected to investigate the issue.

Please note if you have not received your parcel, you must contact us within 48 hours of the estimated delivery date.

Please make sure to enter the correct address at the checkout, this cannot be changed once an order has been placed. We cannot be held responsible for orders that have incorrect address', which also invalidates Protect My Order.

What if I've had an issue with my delivery?

If you've had an issue with your delivery, please contact our customer service team at enquiries@axparis.com. Our customer service team will liase with the delivery partner selected to investigate the issue.

Please note if your parcel has arrived damaged, you must contact us within 12 hours of delivery with proof of the damage. 

If there are any items missing from your parcel, you must contact us within 1 working day of delivery. We cannot be held responsible for missing items if you have not reported this to us within the time frame stated above.

How do I return my order?

If you are not completely satisfied with your item(s) then return them to us in their original condition within 16 days from the date of order.

Please use our returns portal HERE to create a Royal Mail returns label.

1. Repackage your item(s) making sure they’re in their original condition. Use the returns form on the back of your original order invoice to confirm which item(s) you’re returning and the reason for return. Enclose this invoice in your return parcel, so we can identify your return. If you’re unable to enclose the original order invoice, please insert a note with your full name, email address, order number, name of the item(s) you’re returning and the reason for return. If a parcel is returned without paperwork enclosed, it is impossible for us to identify the sender and to therefore issue a refund for the return. Please make sure all parcels are sealed and secure before sending, as we can not be responsible for missing items if your parcel arrives opened. You will need to contact Royal Mail if this happens.

2. Visit our UK returns portal & enter your order number (this can be found on your order invoice or on your order confirmation email) You can select the item(s) you would like to return or exchange for another size, store credit or a gift card. We are offering free returns and a bonus to customers who opt for a refund via store credit and a gift card, which can be used on our website. 

3. Take your parcel to your local post office with the Royal Mail returns label or QR code generated within the portal and sent via email. Please keep hold of your return receipt until your refund/exchange has been issued. Please note for returns to the original payment method, we will deduct a fee of £6.95 from your refund to cover the cost of the Royal Mail returns label. 

Please check your junk folder for any email notifications and returns labels.

By accepting our terms and conditions within the returns portal, you have confirmed to receive your refund in the form which was selected (i.e. a gift card). Therefore we are unable to change the form of refund you selected (i.e. a gift card) to another/ the original payment method. 

Can I exchange my item/s?

We can offer an exchange for a different size within our returns portal HERE. The style, print and colour must be the same as the original item(s).

Your new replacement(s) will be automatically sent out you on a 48 hour tracked Royal Mail service. You will not be charged for this service.

We aim to dispatch exchanges within 2 working days of receiving your return parcel. 

If you return the exchanged item for a refund, we will deduct the cost of shipping the exchange from your refund.

What should I do if I've received a faulty or incorrect item?

You must notify us of any faulty/incorrect/ missing items within 24 hours from the time of delivery.

If the item you have received is faulty or incorrect please contact our customer service team at enquiries@axparis.com. Please quote your order number, full name, item code and reason for contact. Also attach image proof of the fault or incorrect item.

Alternatively, you can proceed to use our returns portal HERE, making sure to mark the item(s)as faulty/ incorrect and uploading an image as proof.

No alterations are permitted to be made to the faulty item(s).

What item(s) can I return?

If you are not completely satisfied with your purchase, simply return the item/s to us in their original condition. All items must be unworn and returned with the labels/ security ribbon attached. Sets of two-part items such as bikinis or lounge sets of any kind must be returned as a complete set.

Please take extra care when trying on your new purchases, as unfortunately we can’t refund any items that are marked or tainted with make-up, fake tan, body lotions, perfumes or body odours. Any items that our quality check team deem as unreturnable will be held in our warehouse for a maximum of 3 weeks, in which the customer must arrange collection for the unreturnable item. If the 3 week mark is surpassed, unfortunately we will have to dispose of the item.

AX Paris are not responsible for any items returned to us originally purchased from other websites. The items and paperwork will be disposed off and cannot be returned under any circumstances.

How long do I have to return my order?

Our return policy states unwanted items must be returned within 16 days from the date of order. If you return your order within 16 days from the date of order you will receive a full refund.

Any orders returned after the 16th day will be issued with a gift card upon receipt of the return, of the same value of the item(s) returned to spend on the website.

If you are returning after 16 days from the date of order, follow the steps within the late returns portal. Please note if you return your order late, a fee of £7.95 will be charged to cover the cost of processing and the Royal Mail returns label generated within the late returns portal.

PLEASE NOTE YOUR RETURN MUST ARRIVE AT OUR WAREHOUSE WITHIN 30 DAYS FROM THE DATE OF PURCHASE. ANY RETURNS RECEIVED AFTER THIS WILL BE CLASSED AS A LATE RETURN AND REFUNDED VIA GIFT CARD.

Please note gift cards are non transferable and expire 9 months after issue. The 10% gift card bonus will not be offered to customers who return their order after the 16 day return period has ended.

If you return your order after 3 months from purchase, a gift card will not be given.

What happens if my return is late?

Our return policy states unwanted items must be returned within 16 days from the date  of order. Any orders returned after the 16th day will be issued with a gift card upon  receipt of the return, for the item(s) cost to spend on the website.

If you are returning after 16 days from the date of order, follow the steps within the  late returns portal. Please note if you return your order late, a fee of £7.95 will be charged to cover the cost of the Royal Mail returns label and processing.

All gift cards are non transferable and expire 9 months after issue. The 10% gift card bonus will not be offered to customers who return their order after the 16 day return period has ended.

If you return your order after 3 months from purchase, a gift card will not be given.

How must does it cost to return my order?

We will cover the cost of your return, if you are returning your order for an exchange, store credit or a gift card. 

For orders returned for a refund issued to the original payment method, £6.95 will be deducted from your refund to cover the cost of the Royal Mail returns label generated within the returns portal.

Our return policy states unwanted items must be returned within 16 days from the date of order. Any orders returned after the 16th day will be issued with a gift card upon receipt of the return, for the item(s) cost to spend on the website. Please note gift cards are non transferable and expire 9 months after issue.

If you are returning after 16 days from the date of order, follow the steps within the late returns portal. Please note if you return your order late, a fee of £7.95 will be charged to cover the cost of the Royal Mail returns label and processing. 

How long does it take to process my return?

Once we receive your return it will be processed accordingly. You’ll receive an email notification once your parcel has been received at our warehouse. You will then be notified once your return/ exchange has been processed.

Items returned for a refund issued to the original payment method or to a Gift card, will be processed within 15 working days of receiving your return parcel.

Items returned for an exchange, will be processed within 2 working days of receiving your return parcel.

If you haven’t received your refund/ exchange email notification within the time periods stated above, please email us at: enquiries@axparis.com.

Why have I been refunded when I haven't received my order?

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 order invoice enclosed in your parcel. If your order contains additional items, we will dispatch the rest of your order.

You will receive an email notification if this happens.

What should I do if my refund is incorrect?

Please note original delivery fees cover the cost of the service and can't be refunded. It is only the cost of the item(s) that can be refunded.

If you don't use our returns portal and return your order via any other method, we will deduct a fee of £3.95 to cover the cost of processing the return. If you return your item via any other method, after 16 days from the date of order, then we will deduct a late fee of £7.95.

If your parcel was returned to sender, a fee may have been deducted as follows:

£3.95 is deducted when a parcel is returned to sender due to the order address being entered incorrectly by the customer

£5.95 is deducted when a parcel is returned to sender due to it being refused upon delivery

£5.95 is deducted when a parcel is returned to sender due to it not being collected by the customer when Ship To Shop is selected as the delivery method.

Please note if you added Protect My Order to your order, this service is complete upon receipt of your parcel and therefore will not be refunded. 

If you returned an item that hasn’t been refunded, please contact our customer service team at enquiries@axparis.com. You will need to provide proof of return postage, so we can track your parcel to our warehouse and check the weight of your parcel.