Returns happen, it's ok! If you're not able to find the perfect fit, send your purchase back for a refund or store credit within 21 days of shipping notice using our prepaid shipping label. Prepaid return shipping labels are only available for returns made in the U.S.
How to make a return:
Have ready the order number (with the AX prefix) and the email address you used to place the order.
Choose one of the return options:
Axis Tango pays for the return postage!
Once approved, print out pre-paid return label from the return confirmation email and mail the package.
YOU CAN RETURN
- In stock items
- Pre-order items
- Sale items
- Incorrect or defective items
Make your return within 21 days of order shipping confirmation. Items must be unworn, undamaged, and unaltered. Women's shoes with protective film on the soles must have it adhered an intact; if it has been partially or completely removed, we cannot accept the return.
YOU CAN'T RETURN
- Items after 21-days of order shipping confirmation
- Custom-made items
- Final Sale items
- Vegan shoes
- Axis Tango gift cards
- International orders
- Items that have been altered, damaged, or worn
You will receive a store credit for the full purchase amount (minus any coupons or discounts). 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. Store credit is not redeemable for cash or payment refund. If the item you purchased went on sale after your purchase, your store credit will be based on the item's current sale price.
Refunds have a return shipping & handling 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.
We do not offer exchanges. You can, however, return any qualifying order for store credit and then use it to place another order. Store credit is not redeemable for cash or payment refund.
Changes and cancellations
You can change or cancel your order within 24 hours of placing it without a fee. Contact us and let us know of your request. After 24 hours and up to shipping time, there is a $15 per item processing fee, which will be deducted from your refund or store credit. Once regular items have been shipped, orders can't be changed or canceled. Custom and made to order items can't be changed or canceled once production starts.
Customers have 21 days of shipping notice to send back purchases made at axistango.com. We provide a pre-paid postage label; mail your return within 7 days after the label has been generated, otherwise restocking fees will apply. Returns requested after 21 days will be refused. If a return is received past the 21-day return period you will incur at least a 25% late return fee or more, at Axis Tango's discretion, depending on the duration of the return delay. This late return fee is in addition to the $15 restocking fee for refunds to the original mode of payment (there is no restocking fee for store credits).
Eligible returns that show ANY type of signs of wear, damage, or alterations will NOT be accepted. When you are trying on shoes, please be sure to do it on a carpet or soft surface that won't leave marks on the soles (or on the protective film on the soles in the case of women's shoes). Pivoting, sliding, or any other active motion is likely to leave a mark. If I returned item is found to be showing signs of wear and is thus unsellable at the intended retail price, you may choose to either have the item returned to you (you will be invoiced for the return postage prior to mailing), or incur a 40% damage fee. A decision to refuse a return that is not compliant with the Axis Tango return policy or to assess a damage fee for a return that we accept is in sole discretion of Axis Tango and cannot be refuted.
All shipping charges, gift cards, and store credits are nonrefundable and nontransferable.
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. Since you have used the discount coupon on the original order, you can't re-use it on a 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.
Defective / Incorrect Items
Defective item must be reported to customer service within 24 hours of delivery to ensure your exchange is properly processed. The item must be sent back to us within 7 days of receiving a return shipping label.
Prepaid return labels
You will receive a prepaid return label for qualifying returns. Prepaid return labels may only be used once. Mail your return within 7 days after the label has been generated, otherwise restocking fees will apply. The label is ONLY to be used to return the order it was created for. Subsequent returns mailing costs are your responsibility.
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. We will email you once the return is processed in our office.
We maintain a P.O. Box at the post office to handle incoming shipments from vendors and also returns from clients. You can mail your return to us there after you completed the online return form. A pre-paid return label will be emailed to you.
Should you need our mailing address, it is
AXIS TANGO INC.
P.O. Box 530455
St. Petersburg, FL 33747
Important: please do not mail your item(s) without first completing the online return or receiving a go-ahead from Axis Tango; such returns may be declined.
We're happy to give you a one-time price adjustment if the item you purchased goes on sale within 5 days of your order's purchase date. Contact us in such instance, we don't make these adjustments automatically nor retroactively beyond 30 days of purchase. A refund for the price difference will be issued in the form of Axis Tango online gift card.
Please note that we only accept returns for orders purchased from our website, AxisTango.com. 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.
We offer a flexible returns policy to make your online shopping experience as simple as possible. We do, however, monitor the number of returns made by customers, and repeated returns will potentially be refused at our discretion.