Upon receiving your order confirmation, we typically process orders within 1 to 3 business days, excluding weekends and holidays. You will receive an order confirmation email shortly after purchase, followed by a notification once your order has been shipped.

In the event of any shipping delays, our Customer Support team will proactively communicate with you via email to keep you informed.

Please kindly note that this is the only window during which changes or cancellations can be made. We encourage you to contact us  as soon as possible if you need to modify your order!

Order cancellations are only possible before your package leaves our warehouse. Due to this short window, please note that we cannot guarantee successful cancellation of your order. 

To cancel your order, we kindly ask that you contact our Customer Support team as soon as possible with the subject line: “CANCELLATION.” 

Please include your full name, order number, and the email address used to place the order to help us locate your order promptly and avoid any delays.

Any changes to your order can only be made before it’s out for shipment. Due to the limited time frame for modifications, please understand that we cannot guarantee all change requests can be accommodated. To modify your order, encourage you to contact our Customer Support team as soon as possible with the subject line: “ORDER #______: CHANGE.”

Please include your full name, order number, and the email address used to place the order so we can quickly locate and assist with your request.

Occasionally, our system will flag an order as potentially fraudulent due to sharing similar characteristics to other known cases. In these instances, we like to check-in directly with our customers, in case of credit card fraud, etc. 

Should your order be one that’s been flagged, we’ll reach out to ask for proof of name and address in the proof of official ID, and once confirmed, the team will continue to fulfill your order without further delay!

When your package is shipped out, you will receive a shipping confirmation email with your tracking number included. 

For orders shipped via DHL, you may track your shipment on the DHL Tracking site.

For orders shipped via K-Packet, you may track your shipment on the EMS Tracking site.

If you haven’t received any email, please check your spam or junk folder in case it ended up there by mistake. If you still don’t see anything, please reach out to our Customer Support team for assistance.

We currently offer shipping to the following countries:
Australia, Austria, Bangladesh, Belgium, Brunei, Cambodia, Canada, Cyprus, Denmark, Finland, France, Greece, Germany, India, Indonesia, Ireland, Israel, Italy, Japan, Kuwait, Malaysia, Netherlands, New Zealand, Norway, Pakistan, Philippines, Poland, Romania, Singapore, Spain, Sweden, Switzerland, Taiwan, Thailand, Turkey, UAE, UK, USA, and Vietnam.

If you don't see your country on the list, check out our list of official retailers to shop official AXIS-Y products in your area.

If you'd prefer to order directly from our website, we'd be happy to check and see whether shipping would be possible to your area! Kindly reach out to our Customer Support team with your country and shipping address.

Due to international regulations on the shipping couriers' parts, shipping may be restricted in certain countries and/or regions.

If you don't see your country on our official shipping list, please reach out to our Customer Support team with your country and shipping address. We'd be happy to check whether shipping is possible to your location!

And if not, we'll do our best to offer alternative sites or stores where you can still purchase official AXIS-Y products.

Delivery times may vary depending on your location and the shipping method selected at checkout.

• DHL shipping is estimated  to take between 3 to 5 business days.
• K-Packet is estimated to take up to 11-15 business days.

Please note that these are general estimates and may be affected by customs processing or local delivery conditions.

For our customers in the United States, most orders are now shipped directly from Amazon, offering you a faster and more cost-effective experience.

• Most U.S. orders are fulfilled from our Amazon inventory, enabling 2–3 day delivery nationwide.
• No customs taxes apply.
• Enjoy reduced domestic shipping fees within the U.S.
• Special or limited sets will be shipped from Korea (11–15 business days).
• If your order combines Amazon-fulfilled items with non-Amazon items, the entire order will be shipped from Korea.

Your order may be subject to import duties and/or taxes, which are incurred once a shipment arrives to a destination country. 

AXIS-Y unfortunately does not have control over customs duties or import taxes or estimate the charges in advance, as customs fees can vary from country to country. 

For more specific information, we recommend reaching out to your local Customs Office, they will be better equipped to answer your questions.

We're sorry to hear that your package hasn’t safely arrived.

We recommend checking your shipping status using the tracking number sent to your email as your first step locating your package. If you're still unable to locate your delivery, please try the following steps:

• Check around your mailbox or any designated safe drop-off areas.
• Ask household members, neighbors, or building management if they accepted the delivery on your behalf.
• Contact your local post office or delivery service, and consider submitting a missing package inquiry.

If the package is still missing after taking these steps, or if you did not receive your tracking number, please don’t hesitate to reach out to our Customer Support team with your order number. We’ll do our best to assist you further.

If your package is sent back to us at no fault of your own, please reach out to our Customer Support team for further assistance.

We're here to help assist with returns for eligible items! Please contact us within 30 days of receiving your order. Products must be unopened, unused, and in their original packaging. 

Kindly note that return shipping fees are the responsibility of the customer. Unfortunately, we are unable to refund our original shipping charges. For full return instructions, please reach out to our Customer Support team.

We’re sorry to hear the product didn’t meet your expectations. Unfortunately, we’re unable to accept returns for used or opened items due to hygiene and safety regulations. 

We truly appreciate your understanding, and our team is here to help recommend products that may better suit your needs. For further assistance, kindly reach out to our Customer Support team. We’d be more than happy to help you.

We're very sorry to hear about your experience. We completely understand how disheartening it can be when a product doesn't deliver the results you were hoping for and, in some cases, may even cause irritation. Everyone’s skin is unique, and reactions can sometimes happen. 

While we cannot offer refunds for reactions to products, we recommend discontinuing use immediately and consulting a dermatologist if needed. Please feel free to contact us, and our team would be happy to help you find products better suited for your skin type in the future.

We understand that customs fees can be unexpected. However, as these charges are determined by your country’s import regulations, they are the responsibility of the recipient. We're unable to cancel or refund orders due to customs fees. We recommend checking with your local customs office for more information before placing an international order.

If a package is refused by the recipient due to customs-related issues, such as refusal to pay import taxes or duties, failure to provide required documentation, or other related matters, please note that AXIS-Y cannot offer a refund or resend the package. We appreciate your understanding regarding this matter.

If you think you’ve found a counterfeit AXIS-Y product, we’d greatly appreciate it if you could report the product to us via our Counterfeit Report Form.

Once we receive your response, our team will review the information and take appropriate action.

We strongly advise against using any product suspected to be counterfeit—even if it appears or feels similar to the original.

Counterfeit products may contain unregulated or harmful ingredients, be produced in unsanitary conditions, and pose serious health risks.

To ensure your safety and product effectiveness, please discontinue use immediately and report the issue to our Counterfeit Report Form.

Unfortunately, AXIS-Y is unable to offer refunds or compensation for counterfeit products not purchased through our official website.

We recommend reporting the issue to the platform or seller from whom the product was purchased and contacting your payment provider to dispute the charge if necessary.

If you’re unsure whether your product is authentic, feel free to fill out our Counterfeit Report Form to double-check.

To ensure you’re purchasing authentic AXIS-Y products, we recommend shopping through our official global website or verified authorized retailers and distributors. You can view the full list of trusted partners on our Retailers page.

Avoid purchasing from unauthorized third-party sellers or resale platforms, as we cannot guarantee the authenticity or safety of those products.

For sensitive matters like pregnancy and breastfeeding, we strongly recommend consulting your healthcare professional, such as your doctor or dermatologist. Medical advice can differ by country, and as an international skincare brand, we are unable to offer personalized medical guidance.

However, if your doctor provides you with a list of ingredients to avoid, we’d be happy to assist you in checking our products against that list.

The white substance you're seeing in your Daily Purifying Treatment Toner can sometimes form due to the interaction between the acidity of the BHA (Salicylic Acid) and the high percentage of natural moisturizing extracts over time. Since our products are made with natural ingredients, this is something that can occasionally happen.

We've confirmed with our laboratory and manufacturers that while the toner may not appear clear at times, the product is completely safe to use. The clarity does not affect the effectiveness of the toner in any way.

AXIS-Y is proud to be certified vegan by the Korea Agency of Vegan Certification and Services. Our products are carefully formulated with nature-derived ingredients, and we never conduct animal testing. We also take extra measures to ensure there is no risk of cross-contamination with non-vegan substances. In addition, AXIS-Y is certified cruelty-free by PETA.

** Our Biome Comforting Infused Toner, Biome Recharging Night Renewal Set (Night Balm), and Biome Radiating Intensified Essence—part of our AY&ME line—have recently been reformulated and are now officially vegan-certified. These renewed vegan formulations will soon be available in the market!

Please note: During this transition, you may still encounter older, non-vegan versions of these products. We appreciate your understanding as the updated vegan formulas continue to roll out.

For more information, please visit the Vegan Certification Website.

Currently, AXIS-Y offers two products certified Halal by the Korea Halal Authority. Please note that this certification is valid until April 27, 2022. The Halal-certified products are:

• Mugwort Pore Clarifying Wash Off Pack
• New Skin Resolution Gel Mask

Our Complete No-Stress Physical Sunscreen Ver. 3 provides reliable UVA and UVB protection with the following certifications and approvals:

• SPF 50+ and PA++++ certification, verified by Cosmeservice, ensuring high-level defense against UVB and UVA rays.
• Meets U.S. FDA Broad Spectrum requirements for UVA protection and is officially registered as an Over-The-Counter (OTC) drug product.
• FDA-approved and authorized for sale in regions with strict regulatory standards, including the United States and Europe.

These certifications confirm that our sunscreen meets global safety and efficacy standards. While the specific PPD (Persistent Pigment Darkening) numerical values are confidential due to internal policies, we assure you that the formulation has been thoroughly tested and compliant with all regulatory requirements.

Our Complete No-Stress Physical Sunscreen Ver. 3 offers many benefits, including strong sun protection and a hydrating finish. Though as a mineral sunscreen containing Zinc Oxide, the ingredient may leave a slight white case, which can be more noticeable on deeper skin tones.

For a more seamless finish on darker complexions, we recommend the Biome Double Defense Sunscreen from our ay&me line. It provides the same reliable UV protection with a lightweight texture, and is a favorite among our team members with deeper skin tones for its more blendable, invisible finish.