Frequently Asked Questions

PRODUCT

Overall, your dance shoes should fit nicely & comfortably snug. They should fit like a glove, and you will recognize the feeling once you experience it. There should be no spaces where you can stick your finger between the shoe and your foot. Premium quality dance shoes will relax onto your foot, not simply stretch out; still, if you purchase shoes that are not snug enough to begin with, this can become an issue for you after a few dances.

Please note Axis Tango shoes use Italian sizing unless otherwise specified. Overall Italian tango shoes run small, so if you are between sizes you will most likely need to go the size up as opposed to down, i.e. if your street shoe size is 7.5 you will most likely be a size 38.

Please note Axis Tango shoes use Italian sizing unless otherwise specified. Overall Italian tango shoes run small, so if you are between sizes you will most likely need to go the size up as opposed to down, i.e. if your street shoe size is 8.5 you will most likely be a size 42.

We provide sizing information as a guide only and not as a guarantee. Returns due to sizing and fit issues are subject to Axis Tango return policy and won't be given any exceptions.

We offer several heel heights in addition to our flats and trainers/practice shoes. We get asked frequently how our heels are measured; the good news is that we measure them the way most people do it: from the middle of the back straight down.

We happily receive shipments from our manufacturers all the time! If the style or size of a specific item is not available for pre-order and is sold out, we’d ask that you refer to the product page, select your size, then click the "Notify Me" button to be notified via email as soon as the product is back in stock.

We send our customers a notification as soon as the items they are interested in are restocked, however in some cases items may sell out quickly even after a restock. If you have found this to be the case, please sign up to be notified again. Of course, if available, pre-order is the simplest and best way to ensure your item's availability.

We specialize and focus only on premier tango products and ateliers that produce superior, premium quality items. Our commitment to offering only the best products available on the market today ensures that our collections are carefully selected and curated.

Our quest for best quality products has led us to import & carry articles from Italy, Argentina, Sweden, and United States. We import directly from the brands we work with and guarantee the authenticity of the products.

We often receive requests by other brands to represent them, and we are happy to consider such requests on a case-by-case basis. If you know of a brand or producer of high-quality tango products - or if you are such a brand - and would like us to review the products for possible inclusion in our webshop, please  contact us.

Unless specifically identified as such, our products are not vegan. We are planning to offer vegan collections soon; please register your interest and stay tuned!

We have developed a Care Guide page. You can see it here.

GIFT CARDS & COUPONS

Gift cards are delivered by email and contain instructions to redeem them at checkout. Each gift card contains a code that you - or the recipient of the gift card - will enter at checkout to apply to the order. Our gift cards have no additional processing fees.

If you don't use the entire gift card amount, the remaining balance will still remain active. You can use the remaining gift card funds on another purchase by using the code at checkout in the same way you used it the first time.

Should you make a return on a purchase paid fully or partially with a gift card, the refund amount will be returned back to your gift card first, and should there be a refund balance, then to the other mode of payment.

Gift cards are non-returnable and non-refundable.

Thank you for considering giving the gift of an Axis Tango gift card! You can purchase gift cards here.

Gift cards are delivered by email and contain instructions to redeem them at checkout. Our gift cards have no additional processing fees. Please note that we do not issue physical cards out of the respect for the environment.

No, of course not! Your entire gift card balance is yours until you use it up completely. You can make a purchase for a portion of your gift card balance and the remainder will stay available to use in future purchases until you reach $0 balance.

Don't worry! Contact us via  email, phone or chat and we will assist you.

As a business practice, Axis Tango does not discount our products. We honor the hard work by our artisans and brands we represent, and don't offer them at discounted prices. However, occasionally we offer promotions that use discount codes for shipping or other adjustments. We may post notices of such discounts on our social media and/or via newsletter. You can also earn discount points by enrolling in our free Axis Tango Rewards Club.

To take advantage of a discount coupon you received, all you need to do is enter the stated discount code at checkout. Simply type in the discount code in the designated area on the checkout page. If the code hasn't expired and is valid for your purchase, the subtotal will be adjusted accordingly.

Please note, the system accepts only one discount code/coupon per order. No stacking of coupons is possible.

Should you make a return on the purchase made with a discount coupon, the refund, exchange, or store credit amount will reflect the amount you paid minus the discount. For example, if you purchased an item for $100, used a 10% discount code, and paid $90 with a credit card, your refund back to your credit card will be $90. The discount coupon can't be re-used on a new order.

No. Discount coupons cannot be combined. No stacking of coupons is possible, i.e., you can't use multiple coupons on one order. However, you can stack a gift card and a discount code at checkout.

If you forgot to use your discount code, we are unable to retroactively apply your code & adjust your purchase total. With coupon or discount codes it works like this: if you have one, use it; if you don't use it for any reason, we can't apply it after the purchase has been submitted as our e-commerce platform doesn't allow for any changes to the order after it has been placed to protect buyers from unintentional or fraudulent overcharges. This rule provides everyone with the peace of mind that your purchase was captured as placed.

The good news is that most - but not all - of our coupons or discount codes don't expire, so you will be able to use it on the next purchase. Please be sure to look for the expiration date for each coupon or discount code you have and act accordingly to avoid disappointment.

When you purchase a gift card from Axis Tango you will not earn points for the purchase. The points are earned by the recipient of the gift card when they spend it.

ORDERING

Your full payment on your credit card, gift card, or via PayPal is charged at the time of purchase to secure your order.

We cannot add to or modify an existing order. A new order will have to be placed.   Contact us to cancel the existing order or initiate a return once you receive it.

You can cancel your order within 24 hours of placing it without a fee. Contact us and let us know of your cancellation request. After 24 hours there is a $15 per item cancellation fee, which will be deducted from your refund; cancellations for store credit are exempt from this fee.

We are not able to cancel an order after it has already been shipped. You can initiate a return after you receive your order.

For security reasons we don't take orders over the phone. All orders must be placed through our online store at axistango.com.

Yes, you can. If your order hasn't shipped yet, you can make arrangements with us for pickup. We can see you by appointment in our home office. Please schedule your visit here.

The listed price is the stated price for the product.  

We cannot honor the sale price for purchases made after a sale has ended.

We're happy to give you a one-time price adjustment on a full-priced item if the item you purchased goes on sale within 5 days of your order's purchase date. This adjustment is not automatic and should you wish to receive it, you must contact us within the 5 days of the purchase date. A refund for the price difference will be issued in the form of Axis Tango online gift card.

We do not make price adjustments on sale items.

We are pleased to offer custom orders for the Italian Bandolera (now Tangolera) shoe line for women and men. Custom orders are possible for heel height (women's shoes) and width adjustments (women's and men's shoes). Production for hand-made custom items is a lengthy process as the shoes are taken out of regular production line and made specifically on order in the custom shop. It can take up to 16 weeks for your custom order to arrive from Italy. There is a $45 custom supplement fee in addition to the price of the item. Custom orders are non-returnable and non-exchangeable. If you would like to place a custom order, contact us and we'll be glad to assist you.

Orders placed with a Florida shipping address will be charged the Florida sales tax. Orders out of Florida or United States will not be charged sales tax.

Afterpay offers simple and affordable instalment plans for shoppers. The payment platform allows you to purchase in four equal installments, due every 2 weeks. For example, if you purchase an item for $200, you pay 4 installments of $50. There is no additional cost to use Afterpay so long as you pay on time. All of your payments are interest free and you will receive your order as soon as the items are available, in-stock or when they arrive for pre-orders.

SHIPPING

Axis Tango uses United States Postal Service (USPS) tracked Priority Mail as our standard shipping method. You will receive a shipping notification email with tracking information as soon as your order ships. We accept orders shipped to PO boxes and APO/FPO or U.S. territories.

USPS Priority Mail

Free!

 

USPS Priority Mail/Signature

$15

 

USPS Priority Mail/Expedited Handling

$25

USPS Priority Mail Express

$50

Axis Tango uses United States Postal Service (USPS) tracked Priority Mail as our standard shipping method. You will receive a shipping notification email with tracking information as soon as your order ships

Standard Shipping to Canada & Mexico

$30

Standard Shipping to Rest of the World

$45

 

All shipping options have tracking enabled. Signature, Expedited and Express shipping include insurance; regular priority mail does not. If you forgo choosing Signature, Expedited or Express shipping, Axis Tango is not responsible for replacing, refunding, or tracking your lost package.

Yes, we ship worldwide from our US-based office. Please note that international orders may be subject to applicable customs and import fees.

Shipping times can vary and delays are always possible. For international buyers, any additional tariffs, VATs, import fees, or similar, are the buyer's responsibility upon the item's delivery. We are required by law to declare all items at their full price and cannot alter this amount to decrease international custom fees. Please be aware of your country's policies before you place your order.

If you refuse a shipment from Axis Tango, you are responsible for the original shipping charges, any import fees that are incurred on the package, and the cost of returning the package to Axis Tango. This amount plus 10% return fee will be deducted from your merchandise refund. If the return fee exceeds the amount of the merchandise plus shipping costs, you will not be refunded.

Pre-orders will ship as soon as the inventory becomes available. The estimated shipping date on the product page is not a guarantee of the exact shipping date. In general, you can expect a shipping date within 3-16 weeks from placing your order.

DOMESTIC ORDERS (shipped to an address in United States): We will split the order in no more than 2 shipments and will do partial shipments that way.

INTERNATIONAL ORDERS (shipped to an address outside of United States): All items in an order ship at the same time. Since some pre-orders ship at a later date, all items in the order will be held until that date. If you would like to receive anything sooner, please place a separate order.

Standard shipping orders take from 5-10 days to process before shipping. Expedited orders are entered into the shipping queue within 3 days. Express orders are processed within 24 hours. Please note we do not ship on weekends.

Items are shipped from our U.S. office unless otherwise stated. You will receive a shipping confirmation email with the tracking number once your order has been shipped, please allow up to 48 hours for it to properly update. U.S. orders can take 1-3 business days to arrive after they are mailed. Orders to Canada and Mexico and international orders can take up to 6-10 business days to arrive to customs, and then may be released to the addressee upon payment of any applicable duties, fees, or taxes. Delivery times are estimated, we do not provide money-back shipping or delivery guarantees.

Please call United States Postal Service or the associated carrier with the tracking number for assistance; you may need to file a claim with them. We will assist you if action is required on our end for you to make the claim. Note: we do not make the claim for you nor do we initiate or manage the contact with the carrier or the claim process. We can assist you with information for you to handle the claim directly with the carrier.

We do not take responsibility for lost/missing packages that show successful delivery to the order address.

We ship with United States Postal Service with tracking and you should allow a reasonable amount of time for the postal service to deliver the item. Reasonable wait times are approximately 3 weeks for shipping in United States and 4-5 weeks outside of United States.

If the package still hasn't shown up, you should contact the post office. We will assist you as we can. Delayed delivery is sometimes due to an incorrect address, which means we have to wait until the item is returned to us before we can proceed. We will charge the shipping fee (again, or for the first time in case of free shipping promotion for the original mailing) if the customer's address was not properly given to us.

We are not responsible if the item is lost or stolen, or can't be delivered due to wrong or changed address. If all options are exhausted and the item still has not shown up, we will charge a replacement fee to send out a new item.

Customers are responsible for entering the correct shipping address and are encouraged to check it prior to submitting an order. If you contact us before the item is mailed, we can usually correct the shipping address. If the item has already been shipped out, we cannot redirect any packages. If the package is returned to us, charges may apply to re-ship the item to the correct address. Axis Tango is not responsible for, nor able to refund or replace orders shipped to incorrect address.

If your package is marked as undeliverable and returned to us, a reshipping fee will be required.

If you refuse a shipment from Axis Tango, the original shipping cost and any other fees/costs incurred by Axis Tango to process your refused shipment will be deducted from your refund amount as well as a 10% restocking fee.

Refusing a package is costly for you, us, and the shipper. Contact us so that we can discuss options before it takes place.

RETURNS

Yes! We accept returns for store credit or refund for any qualifying order. Please see the RETURNS page for more information.

Returns that show ANY type of signs of wear, damage, scents, or alterations - this includes partial or full removal of the protective film on some women's shoes - will NOT be accepted and will be sent back to the customer at their expense. Any fees for such returns will be deducted from the pending refund/store credit.

We do not offer exchanges. You can, however, return any qualifying order for store credit and then use it to place another order.

If you don't love your new Axis Tango in-stock or pre-order items, send them back within twenty-one (21) days of shipping confirmation for a refund or store credit. Items marked "Sale" can be returned for store credit, while items marked "Final Sale" cannot be returned.

U.S. RETURNS

 

  • CLICK HERE TO START YOUR RETURN  Have ready the order number (with the AX prefix) and the email address you used to place the order.
  • Choose return for store credit or refund. Returns for store credit are free; returns for a refund have a processing fee of $15 per item, which will be deducted from the refund amount.
  • Print your pre-paid return label (downloadable from the return confirmation email) and place it on the outside of the package. Take it to your nearest post office and mail it.

 

INTERNATIONAL RETURNS

We do not accept international returns at this time.

QUALIFICATIONS FOR RETURN

+ Items can't be worn, damaged, washed, or altered in any way.
+ Women's shoes with protective film on the soles must have it adhered and intact. If it has been partially or completely removed, we will not accept the return.  
+ Axis Tango gift cards, items marked "Final Sale" and custom orders are non-returnable and non-refundable.
+ We do not accept returns on international orders.  
+ Items cannot be returned after 21 days of shipping confirmation date.  
+ Any item purchased at an event or festival is "Final Sale" and non-refundable, non-returnable, unless the item is defective.    

REFUNDS

Refunds have a return fee of $15 per item, which will be deducted from the refund amount.

If the item you purchased went on sale after your purchase, your refund will be based on the item's current sale price.

EXCHANGES

We do not offer exchanges. You can, however, return any qualifying order for store credit and then use it to place another order.

CANCELLATIONS

You can cancel your order within 24 hours of placing it without a fee. Contact us and let us know of your cancellation request. After 24 hours there is a $15 per item cancellation fee, which will be deducted from your refund; cancellations for store credit are exempt from this fee.

STORE CREDIT

We accept one store credit return per ordered item. Returns of the original item are free. Store credit is issued as Axis Tango e-gift card; it can only be used on axistango.com. Please treat gift cards like cash. Any purchase amounts that exceed the value of the gift card will require an additional method of payment for the remaining balance due.

If the item you purchased went on sale after your purchase, your store credit will be based on the item's current sale price.

DISCOUNTS AND PROMOTIONS

If any discount or promotion coupon was used for the order you are returning, you will not receive a refund or credit for the value of the discount. Instead, the refund or credit will be for the actual amount paid at the time of purchase.

    PREPAID RETURN LABELS

    We offer one free return shipping for U. S. orders and will provide you with a prepaid return label. Prepaid return label may only be used once for the order it was created. Subsequent returns mailing costs are your responsibility.

    PROCESSING TIME

    You should expect your return to be finalized within four weeks from giving the return package to the shipper however, in many cases your return might be processed more quickly. This time period includes the transit time for us to receive your return package (5-10 business days), the time for us to process your return (3-5 business days), and in case of refunds, the time it takes your payment provider to credit your account.

      RETURN ADDRESS

      We have a box at the post office to manage the receipt of incoming goods from suppliers, vendors, distributors, etc. You can also use it to send your return to us. The address is

      AXIS TANGO INC.
      P.O. Box 530455
      St. Petersburg, FL 33747

      If you need to reach us, you can email us at  help@axistango.com or call +1 646.883.5533.

      The items you wish to return are your responsibility until they reach us; make sure they are packed properly and can't get damaged on the way. We recommend you retain your proof of mailing for your own security. We do not pay for or refund return shipping costs after the first return.

      Yes. Pre-order items shipped to US address are eligible for return if the items are not explicitly excluded from the return policy. The 21-day return window will begin on the day the package is shipped.

      Orders with custom adjustments made just for you, such as custom width, color, sole composition, etc. are final sale and are not returnable, exchangeable, or refundable.

      We offer one free return shipping for U. S. orders and will provide you with a prepaid return label. Prepaid return label may only be used once for the order it was created. Subsequent returns mailing costs are your responsibility.

      If any discount or promotion coupon was used for the order you are returning, you will not receive a refund or credit for the value of the discount. Instead, the refund or credit will be for the actual amount paid at the time of purchase. Since you have used the discount on the original order, you can't re-use it on the new order.

      If you redeemed your VIP Rewards points to get a discount code you used in your order, upon return the points will be restored to your account.

      If your return is past our 21-day return deadline we cannot accept your return. Your item(s) will be shipped back to you at your expense should you send them to us.

      • Surface issues (blemishes, scuffs, etc.): Please inspect your items carefully upon delivery. Email us a photo of the issue within three (3) days of receipt for review. We will communicate with you on the resolution. Issue reports will not be considered after three (3) days of delivery.
      • Construction defects (errors in construction that are not detectable on initial receipt inspection): If you find that there are structural defects within one (1) month of delivery, please email us a photo of the defect. If we determine the item is repairable, we'll ask you to arrange for the repair locally with your cobbler and we’ll reimburse you for the cost of the repair; if we determine the item is not reparable, we will arrange for a replacement pair or refund. Defect reports will not be considered after one (1) month of delivery.

      Final Sale items are final sale and the above resolutions do not apply.

      Please return your online purchase to Axis Tango. In some circumstances we may be able to accommodate the return to one of our distributors; please contact us via  email , chat, or phone for further assistance.

      Please make sure you are writing in your order number with the AX prefix (i.e., AX1234) and using the same email as you used at checkout. The returns page is  case sensitive, so please make sure you enter your email exactly as you did during checkout. If you are still having problems, email us at help@axistango.com.

      We are not responsible for lost/ damaged returns or packages. It is the customers responsibility to follow all directions.

      AXIS TANGO VIP REWARDS CLUB

      The Axis Tango VIP Rewards Club is our free rewards program that lets you earn points on all your product purchases, social shares and customer referrals, and then redeem rewards. See more information here.  

      Simply click the VIP Rewards tab on the lower left corner on our site. Create an account or log in with your customer account and start earning!

      You must create an account and be logged in to earn points. No points are tracked or awarded for guest checkouts.

      There are many ways to earn points! The first is by simply signing up and joining Axis Tango Rewards Club, after that points can be earned by purchasing products, liking us on Facebook, following us on Instagram, and referring friends. And a bonus - Axis Tango gives birthday points too!

      Points are awarded when the order is paid for, in most cases that is when the purchase is made online. Orders for items in stock may be fulfilled within days of placement, while orders for out of stock or custom items can take up to approximately 16 weeks to be completed; the points are awarded when the payment is completed.

      No, at this time you can only earn and redeem points online on axistango.com.

      Yes! It is best if you have one account but if you have more than one Axis Tango Rewards account, please contact us at help@axistango.com so we can try to combine your accounts.

      To view your current points balance, simply log in to your Axis Tango Rewards Club account via the tab on lower left corner of the website. Your points balance will display on the pop-up. Your current balance is also displayed on your account page, simply log into your account to view.

      Log into your Axis Tango Rewards account and shop! Click on the VIP Rewards link on the main menu and Join/Sign In button, or click Open Rewards Portal link on your account page, then select the points redemption value of your choice and apply the provided discount code to your purchase during checkout.

      If you redeemed your VIP Rewards points to get a discount code you used in your order, upon return the points will be restored to your account.

      No, you can't. The checkout allows only one discount code per order, thus you can redeem and apply only one reward (i.e., discount) per order.

      • You must like / share / follow us via the Axis Tango Rewards pop-up for points to automatically register in your account. Please note that it may take up to 24 hours for your point balance to adjust.
      • For birthday points, the system requires you enter your birthday at least 30 days prior to your birthday date for the points to be added automatically for the first year. Subsequent years' birthday points will have met that timeline and will be added automatically on your special day.

      If your balance still doesn't look right after this time, please contact us so we may assist you.

      MISCELLANEOUS

      We are open to seeing what you have in mind! Please  contact us for collaboration inquiries.

      We only carry merchandise that is authentic and purchased directly from the manufacturers. We have distribution agreements with all the brands/manufacturers we represent and in many cases they are on an exclusive basis for United States territory. For example, every Bandolera/Tangolera shoe sold in United States by Axis Tango or one of our distributors arrived here directly from Italy through us. We can account for every pair and know when it was made, when it arrived, and when it was sold. Our authenticity and warranty apply only to merchandise sold through us and our distributors. If you are buying our brands from other sources (friends traveling to Italy, eBay, etc.), we can't guarantee the product and will not offer the warranty for it.

      Please be aware that even such high-quality and carefully selected products are not entirely free of workmanship errors or blemishes sustained during production or transport. You are welcome to return any item you are unhappy with, regardless of whether it is defective or not. Dance shoes in particular wear out over time. This is expected and it is an honor badge in the dance world. We warranty all products for one (1) month from the time of delivery, and will replace or refund your purchase (or reimburse you for a minor repair) in the event a major problem occurs. After one (1) month our warranty ceases and we will not provide replacement, refund, or reimbursement for repair. This warranty does not extend to any purchases not made directly from our site including distributors or trunk shows.

      We do not have a physical retail store, our store is an online boutique. We do have studios/distributors that carry our product. If you are interested in finding out who is currently carrying our products, please contact us. We do not track their inventory so if there is something specific you’re looking for, we recommend contacting the distributor directly.

      Please join our newsletter, the form is in the footer of our website. You can also follow us on Instagram or like us on  Facebook. We love reposting our customers’ photos on Instagram, so please tag @axis_tango or #axis_tango on your photo to be considered.

      We partner with individuals on a case-by-case basis. Generally, we require a following of greater than 10,000 followers to consider sponsoring Instagram challenges. Please  contact us to submit your request.

      Yes, we do. If you are a dance teacher or tango event organizer, please contact us with proof of your teaching or organizing status - link to the studio or event/workshop/festival page with your name or bio listed in a dance teaching or organizing capacity - and we will issue a discount code.

      We are always looking to align with like-minded dance studios, boutiques and independent shops all over the world. To initiate the wholesale application process, please  start here; tell us a little about yourself and where you intend to offer our shoes. We will be glad to speak with you!

      Any falsely filed chargebacks will be subject to a $15 fee. This fee covers the cost of refuting an invalid chargeback.