Shipping policy

AXSYA SHIPPING POLICY

Version: 17 August 2026

This Shipping Policy explains how orders placed with Axsya are processed, dispatched and delivered.

This Shipping Policy forms part of and supplements the Axsya Terms and Conditions. In the event of any conflict, mandatory consumer law shall prevail.

1. Shipping Destinations

Axsya currently ships to the destinations made available during checkout.

Available shipping destinations, delivery methods and applicable shipping charges may vary depending on the destination, size or weight of the order and the delivery service selected.

If a country or destination cannot be selected during checkout, we currently do not offer standard delivery to that destination.

Axsya may amend the destinations to which it ships at any time. Such changes shall not affect orders for which an Agreement has already been concluded.

2. Order Processing

Orders are prepared for dispatch after the order has been accepted and, where applicable, payment has been successfully processed or authorised.

The indicative delivery times in Article 4 include order processing.

Orders placed on weekends, public holidays or outside our ordinary processing days may be processed on the next applicable business day.

During launches, collection drops, promotional periods, holidays or periods of exceptionally high demand, processing may take longer. Where a material delay affects an order, Axsya will inform the Customer as soon as reasonably possible.

3. Shipping Costs

Applicable shipping costs are displayed during checkout before the Customer places the order.

The Netherlands: € 6.95, free on orders from € 35
European Union: € 12.95
Other international destinations: € 19.95

The shipping charge shown before completion of the order shall apply to that order.

Any free-shipping threshold is calculated on the basis specified during checkout and may exclude shipping charges, gift cards, discounts or other amounts where expressly stated.

4. Estimated Delivery Times

Estimated delivery times are displayed during checkout or otherwise communicated in connection with the order.

Indicative delivery times may be:

The Netherlands: 3 business days
European Union: 7 to 10 business days
Other international destinations: 7 to 10 business days

Unless expressly stated otherwise, delivery estimates are indicative and do not constitute guaranteed delivery dates.

Where Axsya expressly agrees to a specific or guaranteed delivery date, that agreed date shall apply.

If no delivery period has been agreed, Axsya shall deliver within the period required by applicable law.

5. Dispatch Confirmation and Tracking

Where tracking is available, the Customer will receive a dispatch confirmation containing a tracking link or tracking number after the order has been handed over for delivery.

Tracking information is provided by the relevant carrier and may not become active immediately after dispatch.

The availability of tracking information does not affect Axsya’s responsibility for delivery under applicable consumer law.

6. Delivery

Orders are delivered to the address provided by the Customer during checkout.

The Customer is responsible for checking that the delivery details are complete and accurate before placing the order.

Axsya shall use the delivery information supplied with the order and is not responsible for errors in information entered by the Customer insofar as the resulting consequences are attributable to the Customer.

Where the Customer notices an error after placing an order, the Customer should contact Axsya as soon as possible at info@axsya.nl.

Axsya will use reasonable efforts to amend the delivery information where possible, but cannot guarantee that an address can be changed once an order has entered fulfilment or has been transferred to the carrier.

7. Risk During Delivery

For orders placed by Consumers, the risk of loss of or damage to a Product remains with Axsya until the Consumer, or a third party designated by the Consumer other than the carrier, has physically received the Product.

The fact that a parcel has been dispatched or transferred to a carrier does not in itself transfer the delivery risk to the Consumer.

Where the Consumer independently appoints a carrier which was not offered by Axsya as a delivery option, the risk shall transfer in accordance with applicable law.

8. Delivery to Neighbours, Safe Places or Collection Points

Where a carrier delivers an order to a neighbour, collection point, parcel locker or designated safe place, the legal moment of delivery and transfer of risk shall be determined in accordance with applicable law and the delivery instructions given by the Customer.

Where the Customer has not authorised delivery to a neighbour or alternative location, Axsya shall not treat such delivery as automatically transferring the risk to the Customer where applicable consumer law provides otherwise.

Where the Customer expressly requests or authorises a particular alternative delivery method or location, the consequences of that instruction shall be determined in accordance with applicable law.

9. Delayed Deliveries

Delivery estimates may occasionally be affected by circumstances such as carrier disruption, severe weather, customs processing, peak demand, strikes, infrastructure disruption or other circumstances affecting transportation.

Where Axsya becomes aware of a material delay, we will inform the Customer as soon as reasonably possible.

A delay by a carrier does not automatically remove or restrict the Customer’s statutory rights.

Where delivery does not take place within the agreed or legally applicable period, the Consumer shall retain all rights provided by applicable law, including, where the statutory requirements are satisfied, the right to grant Axsya an additional reasonable delivery period and subsequently terminate the Agreement if delivery still does not take place.

Where delivery by a particular date was expressly agreed as essential, or was clearly essential given the circumstances known to Axsya before the Agreement was concluded, the Consumer may have the right to terminate the Agreement without granting an additional delivery period where the legal requirements are satisfied.

10. Pre-orders

Products offered on a Pre-order basis are not available for immediate dispatch.

The applicable Product page or checkout will state an estimated dispatch date or dispatch period before the order is placed.

Any such date or period is an estimate unless Axsya expressly identifies it as a fixed or guaranteed delivery commitment.

If the expected dispatch of a Pre-order is materially delayed, Axsya will inform the Customer and, where possible, provide an updated expected dispatch period.

A delay in a Pre-order does not exclude or restrict any statutory rights of the Consumer.

Where the statutory right of withdrawal applies, a Consumer may also exercise that right before a Pre-order has been delivered.

11. Orders Containing Pre-order and In-stock Products

Where an order contains both Pre-order Products and Products that are immediately available, Axsya may:

dispatch the available Products separately; or
dispatch the entire order once all Products are available,

depending on the shipping arrangement communicated during checkout or in connection with the relevant Products.

Where separate shipments are used, the Customer will not be charged additional shipping costs beyond those agreed at checkout unless the Customer subsequently requests a different delivery arrangement and expressly agrees to any additional charge.

12. Incorrect or Incomplete Delivery Address

The Customer is responsible for providing accurate and complete delivery information.

If an order cannot be delivered as a direct result of incorrect or incomplete delivery information supplied by the Customer and is returned to Axsya, we will contact the Customer where reasonably possible.

If the Customer requests that the order be shipped again, Axsya may require payment of the reasonable and actually incurred costs of the additional shipment before redispatch.

No additional shipping costs will be charged where the failed delivery was caused by an error attributable to Axsya.

Nothing in this Article restricts any mandatory rights of a Consumer.

13. Unclaimed or Refused Parcels

Where a parcel is made available for collection and is not collected within the period specified by the carrier, the parcel may be returned to Axsya.

A parcel being returned to Axsya because it was unclaimed or refused does not by itself constitute a valid exercise of the statutory right of withdrawal.

Where a Consumer wishes to withdraw from the Agreement, the Consumer should communicate that decision to Axsya by an unequivocal statement in accordance with our Returns and Refunds Policy.

If an unclaimed parcel is returned to Axsya and the Customer requests redispatch, Axsya may charge the reasonable and actually incurred costs of the additional shipment where the failed delivery is attributable to the Customer.

14. Lost Parcels

If tracking indicates that an order has not been delivered within a reasonable period, please contact us at info@axsya.nl.

Where necessary, Axsya will initiate an investigation with the carrier.

For Consumer orders, Axsya remains responsible for the delivery of the Product until the risk has lawfully transferred to the Consumer.

The Customer shall not be required to resolve a lost-parcel claim directly with the carrier as a condition of exercising rights against Axsya.

If a shipment is confirmed as lost before the risk has passed to the Consumer, Axsya will provide the remedy required by law, which may include replacement or reimbursement as appropriate.

15. Parcels Marked as Delivered

If tracking indicates that a parcel has been delivered but you have not received it, please contact Axsya as soon as reasonably possible at info@axsya.nl.

We may ask you to check, where appropriate, with household members, neighbours, a reception desk, parcel locker or other location indicated by the carrier.

A carrier’s tracking status stating “delivered” does not by itself override the statutory rules governing delivery and transfer of risk.

Where necessary, Axsya will investigate the shipment with the carrier.

16. Products Damaged During Shipping

Axsya takes reasonable care to package Products appropriately for transportation.

If your order arrives damaged, please contact us as soon as reasonably possible at info@axsya.nl.

Where possible, please provide:

your order number;
photographs of the Product;
photographs of the external and internal packaging; and
a description of the damage.

Providing this information helps us investigate the shipment efficiently but shall not be used to unreasonably restrict the Consumer’s statutory rights.

Where a Product was damaged before the delivery risk lawfully transferred to the Consumer, Axsya shall provide the remedy required under applicable law.

17. Shipping of Candles and Temperature-Sensitive Products

Candles and wax-based Products may be sensitive to extreme temperatures.

Axsya packages Products with reasonable regard to their nature and the conditions which may reasonably be expected during transportation.

Where exceptional weather or transportation conditions create a material and foreseeable risk to Product quality or safety, Axsya may reasonably postpone dispatch for a limited period.

If dispatch is materially postponed for this reason, the Customer will be informed.

Such a postponement shall not exclude or restrict any statutory rights relating to delivery times.

18. International Shipping

Where international delivery is available, delivery times may vary depending on destination, local carrier networks and customs procedures.

For shipments outside the European Union, customs authorities may require additional processing before delivery.

Where applicable, import duties, customs charges, taxes or similar governmental charges shall be handled in the manner clearly communicated to the Customer before the order is placed.

Axsya shall not introduce additional mandatory charges after conclusion of the Agreement which should have been disclosed to the Customer beforehand.

The Customer may be required to provide information reasonably requested by customs authorities or the carrier in order to complete lawful import and delivery.

19. Customs Duties and Import Taxes

For destinations outside the European Union, Products may be subject to import duties, local taxes or customs charges.

Unless expressly stated otherwise during checkout, import duties, customs charges and local taxes imposed by authorities in the destination country are not included in the Product price or shipping charge and may be payable by the recipient.

Axsya does not collect import duties or local taxes at checkout. Any such charges are payable by the recipient.

20. Refusal Due to Customs Charges

Where the Customer refuses an international shipment solely because import duties or other charges which were clearly disclosed before purchase are payable, the shipment may be returned to Axsya.

Any refund or additional cost arising in such circumstances shall be determined in accordance with the Agreement, the Returns and Refunds Policy and applicable mandatory consumer law.

Axsya shall not impose charges that have not been properly disclosed or that cannot lawfully be imposed on the Consumer.

21. Multiple Shipments

Axsya may divide an order into multiple shipments where reasonably necessary, for example because Products are dispatched from different stock batches or become available at different times.

Where Axsya elects to divide an order without the Customer requesting this, the Customer shall not be charged additional shipping costs beyond the amount agreed when the order was placed.

The Customer may receive separate tracking information for each shipment.

22. Changes to or Cancellation of an Order

If you wish to change or cancel an order, please contact us as soon as possible at info@axsya.nl or, where applicable, use our online withdrawal function.

Once an order has entered fulfilment or has been dispatched, it may no longer be technically possible to modify or stop the shipment.

This does not affect the Consumer’s statutory right of withdrawal where that right applies.

For further information about cancellation and returns, please refer to our Returns and Refunds Policy.

23. Force Majeure and Exceptional Circumstances

Where delivery is affected by circumstances that cannot reasonably be attributed to Axsya, performance may be delayed for the duration of those circumstances insofar as permitted by law.

Such circumstances may include serious transport disruption, natural disasters, fire, war, governmental restrictions, widespread infrastructure failures or comparable events beyond Axsya’s reasonable control.

Axsya will inform affected Customers where such circumstances are expected to materially affect delivery.

Nothing in this Article excludes or restricts mandatory Consumer rights, including statutory rights arising where delivery does not take place within the applicable period.

24. Returns

This Shipping Policy concerns the dispatch and delivery of orders.

Returns, withdrawals and refunds are governed by the separate Axsya Returns and Refunds Policy and the Axsya Terms and Conditions.

25. Statutory Rights

Nothing in this Shipping Policy is intended to exclude, restrict or waive rights available to Consumers under mandatory Dutch or applicable European consumer law.

Where any provision of this Shipping Policy conflicts with mandatory consumer legislation, the mandatory statutory rule shall prevail.