Refund policy

 

We offer free returns per order, subject to the following conditions. After receiving your order, you have 14 days to return your purchase. Please note that we do not exchange items. To be eligible, returned products must be new, unworn, undamaged, and unwashed.

Here's the process for making a return:

  1. Log in to your account on the axara.com website and select the order to return.
  2. Choose the items to return and indicate the reason for the return.
  3. Fill out the return form included in your package and specify the items to return and the reason for the return.
  4. Use the prepaid UPS return label provided with your order.
  5. Drop off your package at a UPS Access Point or schedule a home pickup.
  6. Note the tracking number to track your return package.

If you placed an order without creating an account, go to the "Returns" section and provide information about your order to request a refund. If you misplaced the prepaid label, please contact our customer service to obtain another one.

We accept one return per order, and return fees are waived. To receive a refund, the returned items must be new, unworn, unsullied, and in their original condition with their security tags attached. They must be returned in their original packaging, accompanied by the garment label.

We recommend using the provided prepaid UPS label to return the items so that they are protected and insured during transport. However, you may choose another carrier, but you will have to pay the return fees. In all cases, keep a proof of deposit and a shipping number.

Returned items must be sent to the following address: 

AXARA – Service de retour, 152 rue de Paris, 93100 Montreuil, France. 

If your return package is lost, we can open an investigation with the relevant carrier, but you must provide us with a proof of deposit and a tracking number.

Refund

The refund will be made on the credit card used for the payment of the order. If you return the order in its entirety, the shipping fees will be refunded to you. We commit to refund you within a maximum of 14 working days after receipt of your return. If your credit card is stolen or lost, please contact your bank.

Exchange

We do not offer exchanges. If you return your order, you will receive a refund.

Defective Item

If you receive a defective item, please take photos of the defect and contact our customer service at eshop@axara.com within 7 days. We do not offer exchanges, but if the defect is confirmed, you can return your order and be refunded. You will then need to place a new order. If the item has been modified, we will not be able to take it back.