Returns & Exchanges
We can’t accept returns or exchanges once an order is delivered, because makeup is a hygiene product and we’d never want anyone to receive something that’s been opened. That includes change of mind and shade choices.
A note on colour
We do our best to show every shade as accurately as we can in our product listings, photos and swatches. Colour will still look different from screen to screen and from one lighting condition to another. Because of this, we can’t offer refunds or exchanges for differences in colour appearance. If you’re unsure about a shade, feel free to email us before you order and we’ll help you.
If something goes wrong
If your order arrives:
- damaged during delivery, such as cracked eyeshadow pans or a broken case
- with an item missing
- with the wrong item
- with a manufacturing fault
we’ll replace it or refund you.
How to let us know
- Email us at support@axis-cosmetics.com within 7 days of delivery, with your order number.
- Send clear photos of the item and the outer packaging. A short video helps a lot.
- Please hold on to the item(s) and all original packaging until you hear from us. We may request for the item to be returned, in which case they need to be in original condition and packaging.
Once we’ve confirmed, we’ll arrange your replacement or refund to your original payment method, usually within 5–7 working days.
What we can’t cover
- Change of mind, or shades that look different from how they appeared on your screen, in photos or on your skin
- Items that have been used, swatched or opened, unless there’s a fault
- Damage that happens after delivery
Cancellations
To keep every order accurate while we pack it by hand, we can’t cancel or change an order once it’s placed. Please double-check your shades and address at checkout.
Questions or something not right? Email support@axis-cosmetics.com. We’ll sort it out.