Returns Policy
If you are not completely satisfied with your item(s), you have the right to cancel your order by notifying us within 14 days of the date of delivery, in accordance with your statutory cancellation rights.
Once you have notified us of your cancellation, you must send the item(s) back to us within a further 14 days, in accordance with the timeframes set out in this Returns Policy.
You can return your item(s) through our Returns Portal HERE or by using a postal service of your choice.
We strongly recommend using our Returns Portal HERE, as this provides your return label and tracking information and ensures your parcel is correctly linked to your order for faster and more accurate processing.
1. Prepare your return
Repackage your item(s) carefully and return them in their original condition, allowing for reasonable handling to establish their nature, characteristics and fit.
Complete the returns form on the back of your original order invoice, confirming which item(s) you are returning and the reason for the return. Please include this inside your return parcel so that we can identify and process your return.
If you’re unable to include your original order invoice, please enclose a note containing your full name, email address, order number, name of the item(s) being returned and reason for the return.
If your parcel does not contain sufficient identifying information, we may need to request additional proof of purchase before we can process your return or refund.
Please ensure your parcel is securely sealed before sending. If your parcel arrives damaged or opened and items are missing, you may need to raise this directly with Royal Mail.
2. Create your returns label
Visit our UK Returns Portal HERE and enter your order number, which can be found on your invoice or order confirmation email.
Select the item(s) you wish to return and choose your preferred return option, where available:
- Refund to your original payment method
- Exchange for another size
- Store credit
- Gift card
A £6.95 admin fee applies to refunds made to the original payment method. Customers who choose store credit or a gift card will not be charged the admin fee and will receive a 10% bonus. Store credit and gift cards can be used on our website.
By selecting store credit or a gift card and submitting your return through the Returns Portal, you confirm your agreement to receive your refund using your selected method. Once your return has been submitted, your chosen refund method cannot be changed to another method or to the original payment method.
3. Send your parcel
Once you have registered your return, a Royal Mail label or QR code will be generated through the portal and sent to you by email.
Take your parcel to your local Post Office using the returns label or QR code provided. Please keep your proof of postage until your refund or exchange has been processed.
If you choose a refund to your original payment method, £6.95 will be deducted from your refund in accordance with our Returns Policy.
Please check your junk or spam folder if you do not receive your returns confirmation or label.
RETURNS VIA YOUR CHOSEN POSTAL SERVICE
For faster and more reliable tracking and processing, we strongly recommend registering your return through our Returns Portal HERE.
You can also return your order using a postal service of your choice. If you choose this method, please follow the steps below.
1. Notify us of your return
Email us at enquiries@axparis.com within 14 days from the date of delivery to notify us that you wish to cancel and return your item(s).
2. Complete the returns form
Download and print our Returns Form HERE and include the completed form inside your return parcel.
Please ensure your original information is included so that we can identify and process your return efficiently.
If you are unable to include the returns form, please enclose a note containing Your full name, email address, order number, name of item(s) being returned and reason for the return.
3. Send your return
Once you have notified us of your cancellation, you must send the item(s) back to us within 14 days.
Send your parcel to our warehouse using your chosen postal service. We strongly recommend using a tracked service and keeping your proof of postage until your return has been received and processed. So that we can track your return to our warehouse and, where necessary, check the recorded parcel weight.
If you arrange your return independently, you are responsible for the cost of postage and for the parcel until it has been received by our returns team.
Returns sent outside the applicable return period will be classed as late returns. Where we accept a late return, the refund will be issued via gift card.
Returns sent without using our Returns Portal
We will accept correctly addressed return parcels that have not been registered through our Returns Portal. However, please be aware that:
- We cannot guarantee tracking visibility for independently arranged returns.
- Identifying your parcel and matching it to the correct order may take longer.
- Your refund may be delayed while we verify your order and return details.
- The standard £6.95 admin fee will still be deducted from refunds made to the original payment method.
Once your return has been received, it will be inspected and matched to the correct order before your refund is processed. If additional verification is required due to missing documentation or insufficient order information, we may request proof of purchase, which may delay the processing of your refund.
Please ensure your parcel is correctly addressed and contains sufficient information to identify your order. We cannot guarantee the processing of parcels that are incorrectly addressed or cannot be matched to an order.
We offer exchanges for a different size through our Returns Portal HERE. The style, print and colour must be the same as the original item(s).
Your replacement item(s) will be sent to you via Royal Mail 48-hour tracked delivery. There is no postage charge for your first exchange.
We aim to dispatch exchange orders within 2 working days of receiving your return parcel.
If you subsequently return an exchanged item for a refund, the cost of shipping the exchange will be deducted from your refund.
We cover the postage cost of your first exchange. Any further exchanges will be subject to a £4.50 postage charge per exchange.
If you receive a faulty, incorrect or missing item, please notify us as soon as reasonably possible after delivery.
Please contact our Customer Service team at enquiries@axparis.com and provide your order number, full name, item code and details of the issue, together with clear photographic evidence of the fault or incorrect item where applicable.
Alternatively, you can register your return through our Returns Portal HERE. Please select the relevant reason (faulty or incorrect item) and upload clear photographic evidence where requested.
Please do not alter, repair or make any changes to a faulty item before returning it to us, as this may affect our ability to assess the fault.
This does not affect your statutory rights in relation to faulty, incorrect or misdescribed goods.
If you are not completely satisfied with your purchase, simply return eligible item(s) to us in accordance with our Returns Policy.
Items should be returned unworn, with all labels and security ribbons attached, allowing for reasonable handling to establish the nature, characteristics and fit of the item.
Two-part items and sets, including bikinis and lounge sets, must be returned as a complete set.
Please take extra care when trying on your purchases. Items should not be marked, stained or affected by make-up, fake tan, body lotions, perfume, body odour or other substances. Where an item has been handled beyond what is reasonably necessary and this has reduced its value, we may make an appropriate deduction from your refund in accordance with your statutory rights.
Items we are unable to process
If an item is assessed by our Quality Control team as not meeting our return requirements, we will notify you. Where applicable, the item will be held at our warehouse for a maximum of 3 weeks, during which time you will be responsible for arranging its collection. If the item is not collected within this period, it may be disposed of.
Please do not include personal undergarments or other personal belongings in your return parcel. For hygiene and health and safety reasons, personal items sent to us in error may be disposed of and cannot be processed as part of your return.
AX Paris cannot process returns for items that were not purchased from AX Paris. Please ensure that only AX Paris items are included in your return parcel. The items and paperwork will be disposed of and cannot be returned under any circumstances.
This Returns Policy does not affect your statutory rights, including your rights in relation to faulty, damaged or misdescribed goods.
You must notify us that you wish to cancel and return your order within 14 days of receiving it. Once you have notified us, you must send the item(s) back to us within a further 14 days.
If you notify us within the 14-day cancellation period, you will be entitled to a refund in accordance with your statutory cancellation rights and our Returns Policy.
Late returns
If you notify us that you wish to return your item(s) after the 14-day cancellation period has ended, your statutory right to cancel may have expired. However, we may accept your return under our Late Returns Policy, subject to the conditions below.
Where a late return is accepted:
- The value of the accepted returned item(s) will be refunded via gift card rather than to the original payment method.
- A £7.95 admin fee applies
- The 10% gift card bonus offered on eligible returns will not apply.
- Gift cards are non-transferable and expire 9 months from the date of issue.
Please use our Late Returns Portal HERE if you are notifying us of your return after the 14-day cancellation period.
Returns requested more than 3 months after the date of purchase will not be accepted under our Late Returns Policy and a gift card will not be issued.
This Late Returns Policy is in addition to, and does not affect, your statutory rights, including your rights in relation to faulty, damaged, incorrect or misdescribed goods.
We will cover the cost of your return if you choose an exchange, store credit or a gift card.
If you choose a refund to your original payment method, a £6.95 admin fee will be deducted from your refund.
Late returns
If you notify us of your return after the 14-day cancellation period, your return may be accepted under our Late Returns Policy and refunded via gift card.
A £7.95 admin fee will be deducted from the value of the gift card. Gift cards issued for late returns are non-transferable, expire 9 months from the date of issue and are not eligible for the 10% gift card bonus.
Once we receive your return you will receive an email notification confirming that your parcel has arrived at our warehouse. We will send you a further email once your refund or exchange has been processed.
Refunds to your original payment method or a gift card will be processed within 14 days of receiving your return parcel.
Exchanges will be processed within 2 working days of receiving your return parcel.
If you have not received your refund or exchange confirmation within the timeframes above, please contact our Customer Service team at enquiries@axparis.com.
In rare cases, an item may become unavailable after you have placed your order due to high demand. If this happens, we will refund you for the unavailable item and notify you by email.
If your order contains other available items, these will still be dispatched as normal. The unavailable item and refund will also be noted on the order invoice included with your parcel.
Please check your email, including your junk or spam folder, for any notifications regarding your order.
If you believe your refund is incorrect, please check the following before contacting us:
Partial returns
If you have only returned part of your order, the original delivery charge will not be refunded, as the delivery service has already been provided.
Return admin fees
If you choose a refund to your original payment method, the applicable £6.95 admin fee will be deducted from your refund.
If your return is accepted under our Late Returns Policy, a £7.95 admin fee will be deducted from the value of your gift card.
Parcels returned to sender
A £7.95 admin fee will be deducted when a parcel is returned to us because:
- The delivery address was entered incorrectly by the customer.
- The parcel was refused upon delivery.
- The parcel was not collected when Ship To Shop was selected as the delivery method.
AX Protect Plus
If you purchased AX Protect Plus, this service is complete once your parcel has been delivered and the cost of this service is therefore non-refundable.
Missing item from your refund
If you returned an item that has not been included in your refund, please contact our Customer Service team at enquiries@axparis.com.
Please provide your order number and proof of return postage so that we can track your return to our warehouse and, where necessary, check the recorded parcel weight.
Nothing in this Returns Policy affects your statutory rights, including your rights in relation to faulty, damaged, incorrect or misdescribed goods.