Refund policy
At Axelic we want you to be completely satisfied with your purchase. If something is not quite right, the steps below explain exactly how to return an item and how your refund is handled.
Return window
You have 30 working days from the day you receive your order to request a return. To be eligible, items must be unworn, undamaged, complete with any tags, and returned in their original packaging.
Your statutory right to cancel
Separately from the 30 working day window above, you have a legal right to cancel your order within 14 days of receiving your goods, without giving any reason. You then have a further 14 days to send the items back. To exercise this right, simply email us at info@axelic.com with your order number, or use the cancellation form at the end of this page. This statutory right does not affect, and runs alongside, our extended return window.
How to start a return
Send an email to info@axelic.com with your order number and the item or items you wish to return. We will reply with confirmation and the return address within 24 hours. Please do not send items back before you have received this confirmation, as this helps us process your return correctly.
Return shipping costs
- Change of mind: the cost of return shipping is at your own expense.
- Faulty, damaged, or incorrect items: we cover the full cost of return shipping. You will never pay to send back an item that arrived in poor condition or that was not what you ordered.
We recommend using a tracked service for your return, as we cannot be responsible for items lost in transit back to us.
Condition of returned items
You are welcome to inspect an item as you would in a shop. If an item is returned worn, washed, damaged, or with signs of use beyond normal inspection, we may reduce your refund to reflect the loss in value, or decline the return.
Items we cannot accept
For reasons of hygiene and safety, we are unable to accept returns on items that have been worn or washed, or on items returned without their original packaging and tags. Underwear and pierced jewellery, where applicable, are non-returnable once the hygiene seal is broken.
Faulty, damaged, or incorrect items
Please check your order on arrival. If any item is faulty, damaged, or incorrect, contact us at info@axelic.com within 14 days of delivery, including your order number and a photo of the issue. We will arrange a free return and send you a replacement or a full refund, including any delivery costs, at your choice. Your rights under the Consumer Rights Act 2015, including the right to reject faulty goods, remain unaffected.
Exchanges
Would you like a different size or colour? This is possible. Email us at info@axelic.com and we will arrange the exchange, subject to availability.
Refunds
Once we have received and inspected your return, your refund will be processed within 7 working days, and in any case no later than 14 days after receipt. Refunds are always issued to the original payment method. Depending on your bank or card provider, it may take a few additional business days for the funds to appear in your account.
Cancelling or amending an order before dispatch
If you need to cancel or change an order, please contact us within 2 hours of placing it. After this point your order may already have entered processing and we may no longer be able to amend it. This does not affect your statutory right to cancel described above.
Company Details:
Company Name: Axelic
Registration Number: 93981600
VAT Number: NL005055794B45
Business Address: Botswanastraat 45, 2622LE, Delft, Netherlands
E-mail: info@axelic.com
Phone: +44 7311126778
Monday - Friday: 9:00 AM - 5:00 PM GMT
Saturday and Sunday: 10:00 AM - 4:00 PM GMT
Average response time: within 24 hours