Upon receiving your order confirmation, we typically process orders within 1 to 3 business days, excluding weekends and public holidays in South Korea.

Orders placed after 11:00 AM KST will begin processing on the next business day.

You will receive an order confirmation email shortly after purchase, followed by a shipping confirmation email with tracking information once your order has been dispatched.

During promotional periods, product launches, public holidays, or periods of high order volume, processing may take slightly longer.

If there is an unexpected delay with your order, our Customer Support team will contact you by email when necessary.

Cancellation or modification requests are only possible before your order has been processed for shipment.

Because our fulfillment process may begin shortly after your order is placed, we cannot guarantee that every cancellation or modification request can be accommodated.

If you need to cancel your order, please contact our Customer Support team as soon as possible with the subject line:

CANCELLATION – Order #[Order Number]

Please include your:

• Full name
• Order number
• Email address used to place the order

Once your order has entered the packing or shipping process, cancellation or modification may no longer be possible.

If your order has already been shipped, please refer to our Refund & Return Policy.

Changes to an order may only be made before the order has entered the packing or shipping process.

Due to the limited modification window, we cannot guarantee that all change requests can be accommodated.

Please contact our Customer Support team as soon as possible with the subject line:

ORDER #[Order Number]: CHANGE

Please include your full name, order number, email address used to place the order, and details of the requested change.

Additional charges may apply if products are added to an existing order. In some cases, you may be asked to place a separate order.

Occasionally, our system may flag an order for additional verification when certain order details appear similar to known fraudulent activity.

If your order is flagged, our Customer Support team may contact you and request additional information to verify the purchaser's identity and shipping details.

Once the required information has been reviewed and verified, we will proceed with processing your order.

If your address cannot be found or shipping is unavailable during checkout, please contact us at cs@axis-y.com.

To help us investigate, please include:

• A screenshot of the checkout page showing the shipping address entered
• A list of the products you wish to purchase
• Your destination country
• Your full shipping address

Shipping availability may vary depending on the destination, courier availability, product type, customs regulations, or other local restrictions.

Our team will review your information and confirm whether shipping is available to your location.

Once your order has been shipped, you will receive a shipping confirmation email containing your tracking number.

Orders are primarily shipped via DHL Express, and you can track your shipment through the DHL tracking service.

Please allow up to 48 hours after receiving your shipping confirmation email for tracking information to become active.

If you do not receive a shipping confirmation email, please check your spam or junk folder. If you still cannot locate it, please contact our Customer Support team for assistance.

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

Shipping fees are calculated based on factors including:

• Destination country or region
• Package weight
• Products included in the order
• Available courier service

The applicable shipping fee will be displayed at checkout before payment is completed.

Shipping rates may change depending on courier pricing, fuel surcharges, international logistics conditions, or other operational factors.

AXIS-Y ships directly from South Korea to selected countries and territories worldwide.

Shipping availability is based on courier coverage, customs regulations, product restrictions, and local delivery conditions.

The most up-to-date shipping availability can be confirmed directly at checkout.

If your country or region is available for selection and a shipping method is displayed at checkout, we are currently able to ship to your location.

If shipping is unavailable to your destination, please check our list of official retailers for alternative ways to purchase authentic AXIS-Y products.

You may also contact our Customer Support team with your country and full shipping address, and we will be happy to check whether shipping is available.

Shipping may be unavailable to certain countries or regions due to courier limitations, customs regulations, international shipping restrictions, or local delivery conditions.

Shipping availability may change from time to time.

If your destination is unavailable at checkout, please contact our Customer Support team with your country and full shipping address.

We will check whether shipping is possible and, where available, recommend an authorized retailer or alternative purchasing option.

All orders placed through the AXIS-Y official website are shipped directly from South Korea.

Our primary international shipping carrier is DHL Express.

Estimated total delivery time, including order processing and transit time, is generally:

Approximately 4–8 business days

This includes our standard 1–3 business day processing period.

Please note that delivery times are estimates and may vary depending on:

• Destination country or region
• Customs clearance
• Courier operations
• Public holidays
• Weather conditions
• Promotional periods or high order volume
• Other circumstances outside our reasonable control

Yes. Free shipping is available for eligible orders, depending on the destination country or region and order value.

Free shipping thresholds may vary by destination due to differences in international shipping costs, courier surcharges, and local delivery conditions.

Some destinations may require a higher minimum order value to qualify for free shipping, while free shipping may not be available for certain countries or regions.

The applicable free shipping threshold for your destination will be displayed in your cart or at checkout.

Please refer to the checkout page for the most up-to-date shipping fee and free shipping eligibility for your order.

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 has not arrived.

As a first step, please check the latest tracking information using the tracking number provided in your shipping confirmation email.

We also recommend:

• Checking around your mailbox, entrance, or designated safe delivery area
• Asking household members, neighbors, reception, or building management whether they accepted the package
• Contacting DHL or the applicable local delivery carrier for additional delivery information

If you are still unable to locate your package after completing these steps, please contact our Customer Support team with your order number and tracking number.

We will review the situation and assist you with the next steps.

A package may be returned to us due to reasons including:

• An incorrect or incomplete shipping address
• Failure to collect the package
• Repeated unsuccessful delivery attempts
• Unpaid customs duties or taxes
• Failure to provide required customs documentation
• Refusal of delivery

If your package has been returned to us, please contact our Customer Support team with your order number.

If the return was caused by incorrect information provided by the customer, failure to receive the shipment, customs-related issues, or another customer-related reason, additional shipping charges may apply if the order is resent.

If the package was returned due to a confirmed courier or AXIS-Y error, our team will review the case and provide an appropriate resolution.

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, 2027. 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.