FAQ
Frequently Asked Questions
Where does my order ship from?
Azur Mode is operated by AB Com BV, based in Brussels, Belgium. Your order is shipped directly to you by our fulfilment partner from their warehouse in Ningbo, China. This is how we keep our prices low and shipping free, and it is why delivery takes a little longer than from a US warehouse.
How long does delivery take?
Orders are processed within 1 to 3 business days and transit takes 8 to 10 business days, so you receive your order at the latest within 13 business days. You will receive a tracking number by email as soon as your order ships.
What does shipping cost?
Shipping is free on all orders, with no minimum purchase. The price you see at checkout, plus any applicable sales tax, is the exact amount you pay: all duties and import charges are already included, and you will never be billed anything on delivery. If a carrier ever does ask you to pay a charge, contact us and we will reimburse it in full.
Do you ship internationally?
Currently we ship to customers in the United States only.
What is your return policy?
You can return your order within 30 days, for any reason. The 30 days start on the day after delivery. You do not need our approval: just let us know by email, by phone, through our online withdrawal form or with the model form in our Return & Refund Policy. From the day you tell us, you have a further 14 days to send the item back; it is enough that you dispatch it within those 14 days. For customers residing in the EU, this includes the statutory 14-day right of withdrawal, which also starts on the day after delivery.
Please note: returns are sent to our fulfilment partner's warehouse in China. Return shipping for a change of mind is at your cost, estimated at approximately $20 to $35 depending on carrier and weight. If your item arrives damaged, defective or incorrect, we cover all costs instead: contact us with a photo and we will fix it at our expense.
How fast is my refund?
We refund within 14 days of your return notice at the latest, to your original payment method, with a confirmation email the moment it is done. We may wait until we have received the item back or you have provided proof of postage. Depending on your bank, it can take a further 3 to 5 business days to appear on your statement.
Can I change or cancel my order?
Yes, free of charge at any time before dispatch, just contact us as soon as possible. Once your order has shipped, you can simply use your 30-day return right after delivery.
How can I track my order?
Once your order ships you receive an email with your tracking number. If your tracking is not working or has not updated for more than 7 days, contact us and we will investigate with the carrier.
What if my item is faulty or wrong?
Contact us with your order number and photos and we will send a replacement or issue a full refund, whichever you prefer, at our expense, including all return shipping. A problem discovered after a few weeks is never too late to report.
What if my package is lost or arrives damaged?
If your package is lost in transit, we will send a replacement or refund you in full, whichever you prefer. If it arrives damaged, send us photos (or refuse the delivery if it is visibly damaged) and we will arrange a replacement or refund at no cost to you.
What payment methods do you accept?
You can pay with the payment methods shown at checkout, charged in USD. The charge appears on your bank or card statement as AZURMODE. Nothing is ever added to your order without your express consent.
How do I find the right size?
Check the size and material information on each product page. If you are unsure, our customer service is happy to help, and trying items on is no problem: a return is never rejected for signs of trying on.
Who are you?
Azur Mode is a trading name of AB Com BV, Rue Picard 7, Box 100, 1000 Brussels, Belgium. Company number 1020012804, VAT BE1020012804. Reach us at info@azurmode.com or +1 302-710-0080, Monday to Friday, 9:00 AM to 9:00 PM EST. We respond within 24 hours on business days.