Ax Paris Reviews 

I ordered two dresses for an occasion as I wasn’t sure which one I would prefer. I have just gone to return one and it is going to cost me £6.95!!! To make matters even worse, if I were to return it not via the portal they would add another £4.95 shipping on to it - so my £25 dress is going to cost me £11.90 to return.

What an absolute shambles of a company. I wish I had read the reviews on here before, never ordered with them direct and I won’t be now. The quality of the dress I’m returning is not great, and isn’t even worth the sale price let alone the full price of £60! I’m actually in shock at how this isn’t illegal.

I would advise anyone wanting to purchase from this company, ensure you read the returns policy thoroughly and if you’re in between sizes and fancy trying different styles on - wouldn’t waste your time. Just go to another store with a better return policy and customer service.

Quick delivery, kept a lovely dress and returns were simple too. Will definitely use AX Paris again

Fit was good delivery was on time and the quality was good

Love the clothes, great quality and so much choice. I think it's a shame you can't do something with the delivery costs but I do like the incentive of getting more to spend when you choose store credit instead of your money back.

Still waiting on a reply from a senior member it’s been over a week . Was advised to contact AX Paris again when someone replied to my first review, still waiting for that too. Company lacks customer service , the dresses aren’t what you would be expecting for price, material cheap but the dress doesn’t even match the picture. You then have to pay £6.95 to return parcels. Stay clear guys not worth the hassle

Not happy dress arrived really screwed up then to return was charged £6.50 administration fee plus the cost of £4.50 for a tracked return. This is totally unacceptable. How do you warrant an admin charge ?? Will not order directly from you again. If ordering will go through a third party supplier who I believe does not have an admin charge.

I recently purchased two dresses from this company. Unfortunately, one of them had a faulty zip, so I contacted customer service and was advised to return it. The company agreed to refund the return shipping costs, and I was specifically told to send the item by registered mail to ensure the parcel would not get lost.

As registered mail is charged as a parcel, I included the second dress in the same parcel without incurring any extra shipping costs. I was never told that including an additional unwanted item would invalidate the agreed shipping refund. There is also nothing in their return policy stating this condition.

When I questioned this and asked them to show me where this requirement was stated, they simply stopped responding. To make matters even worse, I was also charged an additional fee for the return label.

This is not about the amount of money involved — it is about honouring what was agreed with a customer and being transparent about your policies. If there are specific conditions attached to a promised refund, customers should be informed of them BEFORE returning the items, not after the fact. They simply did not want to honour their promise and refund back as I told them several times that sending two items together did not affect the shipping fees. They did not even try to refund a partial shipping fee to compensate....a big NO refund as previously promised!!!

I have purchased from many other online stores and have had to deal with faulty or unwanted items before. In my experience, reputable companies honour their commitments and deal with these situations professionally. Unfortunately, that was not my experience here.

The way this matter was handled was extremely disappointing. Zero accountability, zero transparency and, ultimately, very poor customer service. When asked to send information for legal proceedings they stopped replying back. Such a poor customer service.

I will definitely not be purchasing from this company again and cannot recommend them based on my experience. A very disappointing experience from start to finish.

Excellent service and product

Order came prompt but too big !! Emailed customer service several times to return as couldn’t for some reason return on my I phone !! Customer service 10/10 but technical side 1/10 !! I was promised about 6 times I would be manually sent info for return !! 5 days later after email & email
I recieved it !! Now I’m awaiting my exchange ??

my item came and was completely ill fitting, not like the picture. went to return it and can only get a £43 refund on a £55 dress. Thats £12 on a dress that i am returning not including the original delivery and £1.99 protection fee. All in all a loss of £20. Whilst i know they will reply like they have on others post saying "its clearly outlined in our returns policy" it seems like a money grabbing scheme and completely unethical. Absolutely disgraceful and will not be using their service again

⚠️ Be very careful when requesting a refund – store credit issue

I’m extremely disappointed with my experience with AX Paris.

I returned an item expecting a refund to my original payment method. Instead, store credit was issued. AX Paris have told me that this was because I selected the store-credit option through their returns portal and that they are unable to change this decision.

However, having looked into this further, I have found numerous other customers describing very similar experiences, where store credit appears to have been selected during the returns process when they expected a refund.

This raises serious concerns about how clear and transparent the returns process actually is. If customers are unintentionally ending up with store credit, the system should be reviewed and the refund options should be made completely unambiguous.

I have contacted AX Paris and raised a formal complaint, but my issue remains unresolved.

I’m sharing this review so other customers are aware. Please check the refund option extremely carefully when processing an AX Paris return, particularly if you want your money returned to your original payment method.

I would like AX Paris to properly investigate this issue and reconsider my refund rather than simply relying on the fact that the returns portal recorded a selection.

Love love love Broderie Co Ord. Got so many compliments.

Everything was so easy from choosing my dress to paying securely on the app my order came quickly. No problems. The dress is gorgeous.

The price for delivery is steep as it is, but the cost to return is disgraceful. £6.95 for 1 dress. £13 paid for delivery and refund and nothing to show for it. Upon checking with the post office it would have cost me £5.45 if hadn't returned through the portal. If I had done it myself the refund would take longer to process they say. The extra cost is for someone to expect the item and hang it on a hanger!!!

I ordered an outfit and a fee of £1.99 was added as a protection fee. This was preticked and has to be opted out of which I hadn’t noticed until the order had been placed. I emailed to enquire and was told it can’t be refunded and the order can’t be cancelled despite asking immediately after the order was placed. I was also told that I must have selected the fee, that it is not preticked which is untrue. It’s only £1.99 but the way it is done is sneaky and the customer service following this was terrible.

I have selected one star although it should be a minus star! I was sent a gift card and fobbed off as they said I opted for this on the returns label and are refusing to refund me which is against the law! I do not wish to order anything else so the gift card emailed is useless! The emails come from AI so you don’t even get a human ! Do not order from this company as the refer you to Debenhams who then do the same !

I would ike a better refund policy. I bought 2 of the same dress at different sizes and due to work etc struggled to return within the 2 weeks. 1 month qould be better.

Easy ordering. Quick delivery.

Unfortunately had to return this order (which is unlike any previous orders I’ve made). The item arrived with a mark/stain in a bag that had been sealed with brown tape and was very crumpled - looked more like a second hand item. Very disappointing for AX Paris.

The delivery charge to send items back is very off putting. The item itself was okay but I had to pay for postage to send back incorrect size / style that did not suit