£6.95 return fee, terrible customer service
Ordered a dress to try for a wedding (without reading the reviews!) and I paid for postage and then am now being charged £6.95 to return the dress, including a ‘processing fee’. I’m not sure this is actually in line with consumer law re. Cooling off period. So it’s cost me £12 somehow to try on a dress I’m not keeping.
I’ve asked to raise a complaint and I can only write in via post (it’s 2025, clearly just trying to put people off raising a complaint).
Would avoid big time, I won’t be ordering from them again.
Reply from Ax Paris
Hi,
Thank you for taking the time to share your feedback, and we're genuinely sorry to hear about your dissatisfaction with the return process.
We understand it can be frustrating to incur costs when an item is returned. As outlined in our Returns Policy, we do deduct £6.95 from refunds to cover the return postage and processing, which is clearly stated during the returns process. This charge helps us continue offering competitive pricing across our collections, though we appreciate it may feel unexpected if not noticed beforehand. As for the processing charge, we don't deduct it if the label is been used.
Regarding your request to raise a complaint — you're correct that we currently ask customers to submit formal complaints via post. While this process is in place to ensure all concerns are handled in a documented and structured way, we completely understand your point, and it's feedback we’ll pass along internally as we assess future improvements to our service.
We’re sorry this experience has put you off shopping with us again, and we truly value you taking the time to highlight your concerns.
Kind Regards,
AX Paris.