Returns & Refunds
When you can return an item, how to do it, and how refunds are handled.
We want you to be happy with your order. This page explains when and how you can return an item and how refunds are handled on this store.
Refunds on this store
Refunds are processed manually by our team. Automated or instant online refunds are not available, because online payment is not yet active on this store. Once a refund is agreed we arrange it with you directly and confirm when it has been sent.
Return window
You can request a return within 30 days of delivery (or of collection, for store pickup orders). Items must be unused, in a resaleable condition, and in their original packaging with any tags attached.
Items that cannot be returned
- Made-to-order or personalized items.
- Clearance or final-sale items, unless they are faulty.
- Items that have been used, assembled beyond what is needed to inspect them, or damaged after delivery.
This does not affect your rights if an item is faulty or not as described.
Damaged, faulty or incorrect items
If an item arrives damaged or faulty, or you received the wrong item, contact us within a reasonable time of delivery and include your order number and a photo where possible. We will arrange a repair, replacement or refund at no cost to you, including any return shipping.
How to return an item
- Sign in and open Your Account, then select the order.
- Choose Return items (available once the order has been delivered), select the item(s), quantities and the reason, and submit your request.
- Axiaro reviews your request and emails you the next steps, including where to send the item(s). For an item sold by an independent seller, that may be the seller's address.
- Pack the item securely in its original packaging and send it as instructed.
Refund process and timing
Once we receive the returned item we inspect it, usually within 3–5 business days. If the return is approved we process the refund for the price of the item. Return shipping costs are refunded only where the item was faulty, damaged or incorrect. Because refunds are arranged manually, the time to reach you depends on the payment method used — we will keep you updated and confirm when it has been sent.
Exchanges
We do not run automated exchanges. If you want a different size, color or item, return the original for a refund and place a new order.
Contact
Start a return from Your Account, or ask a question through the Contact Us page.