Shipping policy
Shipping Policy
1. General Information
AxLuminaire.com is operated by AxLuminaire, located at 128 City Road, London, EC1V 2NX, UNITED KINGDOM. We are committed to providing fast and secure delivery of our products to our customers.
2. Shipping Scope
Countries served: We currently ship to France.
3. Processing and Shipping Times
All orders are processed within 1–2 business days after payment confirmation. Once shipped, delivery times may vary depending on the size and type of product:
- Estimated delivery: 7–21 business days after dispatch.
We do our best to meet these timelines, but delays outside our control (logistics issues, customs, peak seasons) may occur. In the event of a significant delay, we will notify you by email.
4. Shipping Fees
Shipping costs are calculated based on the weight and destination of your order. Fees are displayed at checkout before finalising your purchase.
5. Order Tracking
Once your order has been shipped, you will receive a confirmation email with a tracking number. You can then monitor your parcel’s progress in real time.
6. Delivery Issues
If you do not receive your order within the indicated timeframe, please contact our customer service at contact@axluminaire.com with your order number.
In case of a damaged item or loss during transport, please notify us immediately upon receipt so we can offer a suitable solution (replacement, refund, etc.).
7. Delivery Zones
We deliver to several countries. However, some destinations may be subject to restrictions or additional fees. Please check delivery availability to your address at checkout.
8. Contact
For any shipping-related questions, please contact us:
AxLuminaire
128 City Road, London, EC1V 2NX, UNITED KINGDOM
+44 740 364 21 55
contact@axluminaire.com
Returns Policy
We aim to provide you with a transparent shopping experience. If you wish to return a product, please review the conditions below:
1. Return Costs
All return costs are the sole responsibility of the customer. Return shipping fees are non-refundable, except in cases where the item is defective or damaged upon receipt.
2. International Return Address
As our products are shipped directly from our overseas factory, all returns must be sent to that location.
The precise return address will be provided by our customer service team once your request has been approved.
3. Return Procedure & 14-Day Cooling-Off Period (EU)
If goods are shipped within the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification.
As above, your item must be in the same condition that you received it: unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Before sending any return, please contact our customer service at contact@axluminaire.com with the following information:
- Your order number
- The product(s) concerned
- The reason for the return
- Photos if the product is damaged or not as described
Once your request is accepted, you will receive detailed return instructions.
4. Return Acceptance Conditions
Products must be returned in their original condition, unused, and in their original packaging.
Any item returned used, damaged, or incomplete will not be eligible for a refund.
5. Refunds
After receiving and inspecting the return at our factory, a refund will be issued within 7–14 business days depending on your original payment method.