Return and Refund Policy
If you are not completely satisfied with your purchase, simply return the item/s to us in their original condition with the labels attached within 14 days of receipt.
We will then issue a full refund. Any orders returned after the 14th day will be issued with a voucher upon receipt of the return for the item cost to spend on the web site.
Shoes can only be returned if they have not been worn on a hard surface. Shoes must be returned in their boxes.
Jewellery 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.
What should I do if i've received a faulty or incorrect item?
If the item you received is faulty or incorrect please contact customer services via the Contact Us page, please quote your order number, full name, item code and reason for contact I.E faulty item, incorrect size or item.
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.
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 invoice enclosed in your parcel. If your order contains additional items, we will dispatch the rest of your order.
You will receive an email advising of this if this happens.
How do I return my order?
We promise to refund any item that you are not completely satisfied with when you return the item(s) to us in a sellable condition by post within 14 days of receipt of delivery. When returning items all tags must be in place and unworn.
Unfortunately we are unable to offer free returns. Please note your original shipping cost will not be refunded.
(UK Customers only)
Below are two links for prepaid labels, 1 x Royal Mail and 1 x Collect+
You can create your own returns label for CollectPlus here - https://www.collectplus.co.uk/axparis
Royal Mail here - http://www.royalmail.com/track-my-return/create/1912
Please note that we will deduct £3.95 from your refund to cover the postage of the pre-paid label. You can take your returns to any Royal Mail post office, or if you use the CollectPlus label there are over 6,500 locations you can choose from.
In order to return an item/s, please follow these steps:-
- 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.
- 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
Unit 3 Trafalgar Business Park
If after 30 working days of returning your item you have not been refunded, please contact us on our Contact Us page.
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
Your statutory rights are not affected by our returns policy.
How will I know when my order will be refunded?
Please allow 7 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 15 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 15 working days of returning your item to us you have not been refunded, please contact us on our Contact Us page.
Returns after 14 days
If you return your order after the 14 days, you will be issued with a gift voucher of the same value.