“ AX Parix / AX Paris online clothing store for women. „
Every girl loves a princess dress, even if it's only secretly, and AX Paris offer a huge range of dresses to suit every occasion. So when I needed a princess dress for a special occasion, I hot footed it over to their website.
Now I would like to say I have zero issue with their clothes. Gorgeous, beautiful and stunning. I'd never used their website before to order, I had only previously bought in store, New Look.
As a first time user of the website it was very easy to navigate. Lovely pictures, and even got a 20% discount as newbie buyer. Paid my pennies, paid the P&P and was all set!
The dress turned up two days later. Super quick delivery, very impressed so far! It was amazing. I'd over shot the size I needed. Too big (Yipee!). BUT - the AX Paris do not offer exchanges, only returns. Bit strange, but fair enough, no problem, I'll re-order.
So check the returns policy, e mail my request, get confirmation, pack it up, pop to the post office and pay £3.00 for recorded delivery, send it back, and get confirmation that the refund had been processed.
The refund shows up, only a partial amount. The original P&P I paid had not been refunded. I contact support, and basically get a message back saying, ''Tough, it tells you on our website''.
So at this point, I've paid out £6.00, and I have no dress. £3.00 P&P for them to send it to me, and another £3.00 P&P to send it back. I have no issue about paying to send it back, but not getting a refund on the original? Hmmm.... not so good! I'm not running the risk of ordering another one, just in case it doesn't fit! If it didn't, I'd have spent £12.00 with nothing to show for it. No disrespect to your stunning dresses, but I could get a Primark jobbie for that!
So the only other option for me to go down is the official complaint route. This would cost more money to send a letter recorded to start the process. More money. For the sake of £3.00, I've admitted defeat. Well done AX Paris, you won.
I really love the dress, and have since found the same one, a size smaller, on eBay for a quarter of the price. I won't buy direct from you again.
Just to add, Distance Selling Regulations state that if you cancel the contract within 7 working days and full refund of all monies paid must be given. What a shame that a company this big are not aware of the rules that govern their trade.
And here is there returns policy:
If you are not completely satisfied with your purchase, simply return the item or items to us in their original condition and in their original packaging within 14 days of receipt. Shoes must be returned in their original boxes.We will then issue a full refund minus the original postage cost. Unfortunately we regret we are unable to offer exchanges.
Returns are your responsibility as we do not offer a pre-paid returns service, and so we recommend you send back items via Royal Mail Recorded Delivery or a similar trackable method - please see below steps for how to return items.