We accept returns within 30 days, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. All returns must include an order packing slip or return invoice from Online Return Portal that clearly indicates which items are being returned. If this is not filled out correctly, your return may experience issues in processing.
To start a return, you can contact us at email@example.com or by using our stores' contact form. You can initiate a return using our fast and automated service here within 30 days. If your return is accepted, we’ll send you further instructions and provide a Return Mailing Authorization number and address for Returns Processing. We do not provide labels at this time and items sent back to us without first initiating a return will not be accepted.
You can contact us for any questions regarding returns & refunds at firstname.lastname@example.org, by phone at (408) 502-7295 , or by sending a letter to our mailing address below. You will generally receive a response within 2 business days.
650 Castro St Ste 120
Mountain View, CA 94041
*Returns are not accepted at our Mountain View mailbox above.
Damages and issues
Damaged, defective, or incorrect items must be reported within 7 days of delivery. Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right. Any orders with issues are subject to a full refund or a replacement, based on the decision of our customer.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. We do not process exchanges at this time.
Once we’ve received and inspected your return, we will issue you a full refund in 5-7 business days. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Chargebacks & Disputes
Please contact us by e-mail before opening a merchant chargeback or payment dispute, as we can generally resolve the issue before that takes place. Any chargebacks and disputes disable our ability to issue refunds or credits due to funds being frozen.
We reserve the right to solely define and limit, refuse, and/or reject returns from customers at any time due to:
- An irregular or excessive returns history indicative of "wardrobing;"
- An irregular or excessive returns history involving worn, altered, laundered, damaged, or missing items; or
- Potential fraudulent or criminal activity.
Similarly, we reserve the right to refuse service (both in-store and online) to any customer or entity, due to similar actions as noted above.
Non-Axelwell items sent to our Distribution Center will be discarded upon receipt.