FAQ

NOTICE: Due to Chuseok Holiday, delivery operations in South Korea will be suspended beginning Friday, September 17 until Wednesday, September 22. Orders placed after Thursday, September 16 will be processed on Thursday, September 23. We appreciate your understanding.

SHIPPING

How much does shipping cost?

Shipping rates are determined by a country's respective shipping zone and are calculated at checkout.

 

Standard delivery is provided by SF International and K-Packet, depending on destination location.

Express delivery is provided by DHL Express.

 

Shipping is FREE on applicable orders over $50 (standard delivery) and over $80 (express, 1-2 day delivery) for serviceable countries. (Restrictions may apply.)

 

Do you ship internationally?

Shipping is currently available to 32 countries/territories in 6 regions:

Australia, Austria, Bangladesh, Brazil, Cambodia, Canada, China, Denmark, France, Germany, India, Indonesia, Ireland, Italy, Japan, Malaysia, Netherlands, New Zealand, Pakistan, Philippines, Poland, Romania, Russia, Singapore, Spain, Sweden, Switzerland, Thailand, Turkey, UAE, UK, USA, Vietnam

 

Don’t see your location on the list? Click here to check out our partners.
Think we should ship to your location? Let us know.

 

COVID-19: Shipping to open to additional areas when conditions permit. Restrictions may apply.

 

When will my order ship?

Processing may take 1 to 2 business days and orders placed after 1pm KST are processed the next business day. You will receive a shipment notification email with a tracking number as soon as your package ships.

 

COVID-19: Shipping delays and restrictions may apply

 

CHECKOUT & ORDER

What type of payments do you accept?

We currently accept payments through Visa, Mastercard, and PayPal.

Payments are processed through Paymentwall (card) and PayPal on their respective secure platforms.

 

What currencies do you charge in?

Although all prices are given in US dollars, you will be charged and invoiced in your local currency.

 

Do you charge duties and taxes?

AXIS-Y does not have any control over customs charges and cannot estimate the amount as they are dependent on the destination country. Please contact your local Customs Office if you would like further details.

 

Can I cancel my order?

As soon as you order, our logistics team begins preparing your order immediately so that you can receive your order as soon as possible. This means that there is a small window in which we can stop the order from being processed and shipped.

Please email us at cs@axis-y.com as soon as possible with the subject, “CANCELLATION”, and make sure to include your order number, full name, and email so that we can find you right away. We will do our best to catch the package before it goes your way.

 

What is your return policy?

Your satisfaction is our top priority! You can return the products within 30 days of receipt.

 

Please be aware that we only accept products that are new or lightly used. We cannot accept products that are empty or more than half empty.

 

Please note that shipping for returns is at the expense of the customer in the event your products are to be returned. Unfortunately, we are unable to refund your original shipping charges.


We’re sorry you did not love our products. We are here to help, so if you have experienced problems while using our products, please contact us.

 

An item was damaged in my package. What should I do?

Don’t worry, you will receive a replacement as soon as possible!


Please send us an email at cs@axis-y.com with your order number, full name, email, and a picture of the damaged product and we will be happy to help you!

 

Conditions for automatic cancellation

In some cases, your order might be automatically canceled, payment may be refused, or your order may be manually voided by us. These conditions include, but are not limited to:

Your IP may have been deemed suspicious, indicating potential fraud or scam.

You have selected too many of one item, indicating potential fraud or scam.

You have requested too many payments in a short amount of time.

Your billing information does not match the listed information on your card.

If you feel a mistake has been made, please contact us.
 

MEMBERSHIP & PRODUCT

Accounts & membership details

Creating an account ensures a smoother checkout experience and allows you to see your previous order information more easily.

Note: Accounts created prior to August 2, 2021 will need to be re-created, however we still have access to historical customer data in the event that there is an issue.

 

Be sure to join our membership program to receive points that can be traded in for discounts and future promotions!

 

Membership Program Details

Ways to earn:

    - Register for our rewards program: 50 points

    - Place an order: 5 points per $1 spent (excluding shipping)

    - Follow us on Instagram: 100 points

    - Birthday reward: 200 points

Ways to redeem:

    - Order discount: $1 per 100 points

 

Please check back for updates on our membership program. (We reward with Smile.)

Note: Membership program valid from August 2, 2021.

 

The product I am interested in is out of stock. What should I do?

We are doing our best to replenish stock of our products as soon as possible. We apologize for the inconvenience and appreciate your patience. Rest assured we are not discontinuing any of our products.

 

In the meantime, please add your email to the sold out product's waitlist on the respective product page so that you are notified as soon as the product comes back in stock!

 

Something else on your mind?