**A month before Valentine's day, Mother's Day, Father's day, Halloween, Christmas, New Year,  we are usually flooded with orders. If you plan to order gift for your loved one, please plan ahead and order in advance.

Please review this page before you place an order. NO CANCELLATION once order is placed!

Free global shipping on orders over CAD150

All items are shipped directly from our Tokyo warehouse.

Tax already included in the price shown.

We use express shipping only.

EMS/DHL: 3~7 days delivery time, order processing time will be extra.

*We will select the fastest shipping method that is available to your country.

For information about wholesale, please visit: https://axaliving.ca/pages/wholesale-order-faq

 

Tracking

All orders come with a tracking number.

*Sometimes your orders might contain multiple shipments, in this case, you will receive multiple tracking numbers. 

Tracking number will be sent to your email once the item is shipped.

(If your package is shipped by Japan Post, Japan Post delivers a parcel to your country and till then Japan Post updates tracking information. Once the parcel is in your country, all tracking information is updated by your country’s Post Office.

Delivery Time

If the products you ordered are in stock, it will take us 3 to 7 business days to process your order. 

If your product is out of stock, we will email you asap to let you know how long it will take us to ship your whole parcel. 

Shipping will usually take 3 to 7 days from the time the item has left the dispatching centre. Sometimes might take longer due to customs clearance. Shipping times required for delivery depending on location, shipping method and how long your local post office process the parcel.

 

Returns

All purchases are final, we do not allow returns or exchanges on any of our products due to health and hygiene reasons. 

We always inspect our products carefully before sending them out (expiration date, package condition etc.) and we use reliable shipping methods and agencies to maintain our product quality. However, please understand that sometimes small scratches or minor indentations on the package may be caused by the shipping process (it's very rare). 

Refunds (if applicable) 

There are certain situations where refunds are granted (if applicable) 
- The product is severely damaged

- or missing parts

Please inspect your package as soon as you receive them. If a damage is spotted, please email us within 24 hours of the delivery. This helps us rule out the possibility that the package is damaged after delivery.

Please include your legal name, order number, and reasons for a refund, as well as proof of the damage (if applicable)

We will not offer any compensation if the proof of damage is sent after 24 hours of delivery. 

Once your refund request has been submitted, we will email to notify you of the approval or rejection of your refund within 48 hours.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment immediately, please check with your credit card company or bank for the number of days to process the refund.

Late or missing refunds (if applicable) 
If you haven’t received a refund yet, first check your bank account again. 
Then contact your credit card company, it may take some time before your refund is officially posted. 
Next, contact your bank. There is often some processing time before a refund is posted. 
If you’ve done all of this and you still have not received your refund yet, please contact us at info@axaliving.ca

Cancellation

NO CANCELLATION once order is placed! Our team is very fast paced and efficient, once our Tokyo warehouse receives the order, we will start the packing process immediately and the get the products ready to be shipped. 

We highly recommend you to double check all orders before hitting the checkout button. 

If you need to change the name or address of the order, please do so as soon as possible by emailing request to info@axaliving.ca.  If the package hasn't left the dispatching centre, we will be able to change the information for you.

If the package has already left the dispatching centre, unfortunately we are not able to change the name and address. However, once the package has arrived your country, you may able to change the address by editing the "scheduled delivery" information on the tracking page or by contacting the customer service number provided on the tracking website. 

 

Custom/Duty Fee

AXA LIVING will pay any custom/duty fees if applicable. 

Customer is NOT responsible for custom/duty fee for products purchased from our website. 

If you received a slip/notice in regards to the custom/duty fee, PLEASE DO NOT PAY. Our company will always receive the same notice from custom and our staff will arrange online payment to them within 48 hours.

Once the payment is made by us, you will see an update on the tracking website (usually DHL), and the items will be released from custom shortly. 

If you already paid, please email us your proof of payment and the custom slip, we will reimburse the fee for you.