FAQ

Welcome to the Axis & Willow Frequently Asked Questions page. We aim to ensure you have a smooth and positive shopping experience. If you need any additional help, please feel free to contact us.

Question 1: How long will it take to receive my order?

Answer: Estimated delivery timelines are as follows:

Order Cutoff Time: 5:00 PM (EST)
Orders placed after this time will be processed on the next business day
Handling Time: 1–2 business days (Monday–Friday)
Transit Time: 6–8 business days for US orders
Estimated Delivery Time: 7–10 business days for US orders

For more details, please refer to our Shipping Policy.

Question 2: Do you offer free shipping?

Answer: Yes, we provide free shipping on all orders within the United States, with no minimum purchase required. For more information, please visit our Shipping Policy.

Question 3: Where is Axis & Willow located?

Answer: Axis & Willow is a Hong Kong–based online business offering a curated selection of soft furnishings and decor products. We currently ship exclusively to customers within the United States.

Question 4: What if I receive a defective product?

Answer: If you receive a defective item, we will replace it at no cost to you. Please contact us at info@axisandwillow.com within 30 days of receiving your order and include photos of the defect. For full details, please refer to our Return Policy.

Question 5: Can I cancel my order after it’s placed?

Answer: Yes, we offer a 12-hour cancellation window. To cancel within this timeframe, please contact our support team as soon as possible. After 12 hours, once the order has entered processing, cancellation may no longer be possible.

Question 6: What is your return policy?

Answer: We offer a 30-day return window for items that are unused and in their original condition. Full details and instructions are available in our Return Policy.

Question 7: When will I receive my refund after returning a product?

Answer: Once your return has been received and inspected, your refund will be processed. Refunds are typically issued to your original payment method within 7 business days, depending on your payment provider.

For more details, please refer to our Refund Policy.

Question 8: Do you offer any warranties or guarantees?

Answer: Yes, we provide a 30-day satisfaction guarantee on all purchases. If your product has a functional issue within 30 days of delivery, please contact us. Full terms can be found in our Return Policy.

Question 9: How can I contact customer support?

Answer: You can reach our support team via our Contact Us page or by emailing us directly at info@axisandwillow.com.

Question 10: Do you ship internationally?

Answer: At this time, we only ship within the United States.

Question 11: Do you have a physical store location?

Answer: No, we operate as an online-only store. This allows us to offer more competitive pricing and a curated product selection delivered directly to your door.

Question 12: How can I track my order?

Answer: Once your order has shipped, you will receive an email with a tracking number. You can use it to monitor your shipment via our Order Tracking Page.

Question 13: What is the process for exchanging a product?

Answer: We recommend a return and re-order process for faster service. Exchange instructions are outlined in our Return Policy.

Question 14: Can I place a bulk order for my business or organization?

Answer: Yes, bulk orders are available. Please contact our customer support team at info@axisandwillow.com for pricing and logistics details.

Fraud Prevention

Axis & Willow reserves the right to cancel or hold orders if they are suspected of fraudulent or unauthorized activity. In some cases, additional verification may be required for high-value or flagged transactions.

If you experience any issues, please contact us first at info@axisandwillow.com so we can assist you.

Contact Information

Business Address: Rm 1503, Block A, 8 New Market Street, Sheung Wan, Hong Kong

Email: info@axisandwillow.com

Phone: +852 55123737

Customer Support Hours: Monday – Friday: 9:00 AM – 5:00 PM (EST)

We strive to respond to all inquiries within 1–2 business days.