If you are not completely satisfied with your item(s) then return them to us in their original condition within 14 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 £5.95 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.
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.
You must notify us of any faulty/ incorrect items within 24 hours from the date of delivery.
If the item you have received is faulty or incorrect please contact our customer service team at email@example.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).
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.
If you return your order within 14 days from the date of order you will receive a full refund.
If you are returning your order after the 14th day, please contact our customer service team at firstname.lastname@example.org for instructions on how to return it.
Any orders returned after the 14th day will be issued with a gift card of the same value of the item(s) returned to spend on the website. Please note gift cards are non transferable and expire 9 months after issue.
If returning your order after 6 months from purchase, a gift card will not be given.
Please note the 10% gift card bonus will not be offered to customers who return their order after the 14 day return period has ended.
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, £5.95 will be deducted from your refund to cover the cost of the Royal Mail returns label generated within the returns portal.
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: email@example.com.
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.
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 £2.50 to cover the cost of processing the return.
If you returned an item that hasn’t been refunded, please contact our customer service team at firstname.lastname@example.org. 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.
Your statutory rights are not affected by our returns policy.