30-day returns
You can return most items within 30 days of delivery for a refund. The 30 days start the day your parcel arrives, not the day you ordered.
How to start a return
Email contact@axolotlstore.co.uk with your order number and the reason for the return. We reply within 2 business days with the return address and instructions. Do not send anything back before you hear from us, or we may not be able to match the parcel to your order.
Who pays return shipping
- Faulty, damaged, or wrong item: we pay. We will send a prepaid label or refund your postage cost.
- Change of mind: you pay. UK return postage is usually £3 to £5 with Royal Mail or Evri. Keep your receipt until the refund lands.
For low-value items under £12, we may skip the return and refund you in full instead. We will tell you if that applies to your order.
Condition requirements
Items must be unused, unwashed, and in the original packaging with tags attached. Plushies must be free of pet hair, smoke, and stains. We inspect every return. Items that fail inspection are sent back to you and no refund is issued.
Not eligible for return: gift cards, personalised or custom-printed items, and pierced-ear jewellery for hygiene reasons.
Refund timeline
We process refunds within 3 to 5 business days of receiving your return. The money goes back to your original payment method. Your bank or card provider may take another 5 to 10 business days to show it on your statement.
Exchanges
We do not do direct exchanges. Return the item for a refund and place a new order. It is faster, and you get exactly what you want instead of waiting for us to restock.
Damaged on arrival
Send a photo of the item and the packaging to contact@axolotlstore.co.uk within 7 days of delivery. We will replace it or refund you in full. In most cases you will not need to send anything back.