Refund policy

Last updated: October 19, 2026

Returns and cancellations

Return eligibility depends on where your order was delivered and the items in your order.

Where returns are accepted, items must be returned in the same condition they were received, unworn or unused, with tags, and in their original packaging or as otherwise indicated in the return instructions. We may reduce your refund if the item has been used, damaged, or handled more than necessary.

Orders delivered to Australia, Austria, Belgium, Bulgaria, Canada, Croatia, Czechia, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Netherlands, New Zealand, Norway, Poland, Portugal, Slovakia, Slovenia, Spain, Sweden, Switzerland, United Kingdom, and United States

Unless applicable law requires a different timeframe, you may request a return within 30 days after the last item on your order is delivered by providing your order number or proof of purchase.

You are responsible for arranging return shipping.

Orders delivered to all other locations

How to start a return or cancellation

Whether return or cancellation requests are accepted depends on the terms above and your rights under applicable law.

Start your return or cancellation request by logging into your account. You can also email us at hello@axolove.com with your order number.

If your return is approved, we will provide you instructions on how and where to send your package to complete your return.

Items sent back without first requesting a return will not be accepted.

Unless we state otherwise or applicable law requires otherwise, you are responsible for return shipping costs for change-of-mind returns. The original shipping was free and is not refunded as a cash amount.

Cancelling an order

If your parcel has not been handed to the carrier yet, write to us as soon as you can. We may be able to cancel your order before it ships, and if we do, we refund you in full.

Once your parcel has been handed to the carrier, we cannot stop or recall it. A cancellation then becomes a return as soon as the parcel reaches you, under the return terms in this policy.

If you already know you will not keep it, write to us straight away with your order number. We will tell you what to do before the parcel arrives.

Please do not refuse the parcel at your door. A refused parcel travels back to the sender's warehouse, which takes weeks, and we can only refund once it is back with us.

Damages and issues

Please inspect your order when you receive it and contact us immediately if an item is defective or damaged, or if you received the wrong item.

If we sent the wrong size, the wrong foot, or the wrong item, or if the item arrived damaged or faulty, that is our mistake and we fix it at our cost. Email us a photo of what arrived. We send the correct item, and in most cases you do not need to send anything back.

Trying it on, and hygiene

Our products are worn against the skin, so a change-of-mind return must come back clean and in resaleable condition. You can try an item on briefly at home, over a clean sock or clean skin, to check the size and fit, just as you would in a shop. While you try it on, please:

keep it away from lotions, oils, creams and powders;
keep it free of pet hair, lint and dust;
keep it free of smoke, perfume or any other smell;
send it back with all its parts, such as straps and inserts, and in its original packaging, undamaged.

If an item has been worn day to day, washed, or comes back marked, smelling or incomplete, we may reduce the refund by the amount the item has lost in value. This does not affect your rights when the item is faulty, damaged, or not what you ordered.

Exceptions and non-returnable items

Some items may not be eligible for return, as stated in the return terms above or on the product listing, website, or in-store at the time of purchase.

Items marked "Final sale" at the time of purchase cannot be returned or exchanged for a change of mind. This does not affect your legal right to cancel in the EU and the UK, or your rights when an item is faulty, damaged, or not what you ordered.

Exchanges

If the size you chose does not fit, write to us within 30 days of delivery with your order number and the size you need, and we will suggest the quickest way to sort it out. If you send the item back, you pay the return postage and we send the correct size at our cost. The item needs to come back in the condition described under "Trying it on, and hygiene" above.

Before you send it back

Before you arrange a return, we may offer an alternative, such as a replacement, store credit or a partial refund while you keep the item. Most people find these quicker than sending a parcel back. They are offered at our discretion, may be limited to one per customer, and you are always free to decline them and return the item for a refund under the terms of this policy.

If your order has several items, each item can be returned separately, unworn, at your cost. Offers tied to the whole order, such as the accessory discount or a multi-pack price, are recalculated for the items you keep.

European Union returns and cancellations

If you are a consumer in the European Union and purchase goods online, you may have the right to cancel your order within 14 days after the day you receive your goods for any reason, unless an exemption applies. If your order arrives in several parcels, the period runs from the day you receive the last one.

After you notify us that you wish to cancel, you must return the goods within 14 days. The direct cost of sending them back is paid by you.

We will refund eligible cancelled orders within 14 days after we are informed of your cancellation, but we may withhold the refund until we receive the goods back or receive evidence that you have sent them back.

For eligible cancellations, we will refund the product price and the cost of standard delivery, if you paid for delivery. We are not required to refund any additional amount paid for express or premium delivery beyond the cost of standard delivery.

To request a return, follow the instructions above under how to start a return. To request a cancellation, contact us. It is enough to send your message before the 14 days end. This right applies in addition to our return terms above and does not limit them.

United Kingdom returns and cancellations

If you are a consumer in the United Kingdom and purchase goods online, you may have the right to cancel your order within 14 days after the day you receive your goods, unless an exemption applies. If your order arrives in several parcels, the period runs from the day you receive the last one.

After you tell us you wish to cancel, you must return the goods to us within 14 days. The direct cost of sending them back is paid by you.

We will refund eligible cancelled orders within 14 days after we receive the returned goods or receive evidence that you have sent them back.

For eligible cancellations, we will refund the product price and the cost of standard delivery, if you paid for delivery. We may not refund any additional amount paid for express or premium delivery beyond the cost of standard delivery.

Refunds

We will notify you after we receive and inspect your return and let you know whether the refund was approved. If approved, you will be refunded to your original payment method, unless otherwise stated. Your bank or payment provider may need additional time to process and post the refund.

Refunds are issued through the Western Bid platform, which processed your payment, so the credit on your statement may again show as "Western Bid" rather than our store name.

If you do not see your refund within a reasonable period of time since your refund was approved, contact us.

This policy does not limit any rights you may have under applicable consumer protection laws, including rights that may apply if goods are defective, not as described, not delivered within the required or agreed timeframe, or otherwise do not comply with applicable law.

Parcels that never arrive

If your parcel is confirmed lost, that is on us: we resend or refund in full. See the shipping policy for when to write to us and how we handle it.

Contact

To request a cancellation, start a return, inquire about a return, ask about an exchange or report damaged items, please contact us at hello@axolove.com. We answer in English.