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FAQ

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  • Order

    Order

  • Delivery

    Delivery

    • HOW MUCH DOES SHIPPING COST?

      Shipping costs are not included in the price of the goods. They are added to the total price prior to placing the order:
      Collection at a store – FREE
      Standard delivery to address costs – 5 (five) BGN incl. VAT
      Standard Delivery office Speedy costs - 7 (seven) BGN incl. VAT

    • WHEN CAN I EXPECT MY ORDER?

      Once your order has been handed over to the carrier for delivery, you will receive a Shipment Confirmation email.
      Delivery will take 1 to 2 business days after the order has shipped.

    • CAN I HAVE MY ORDER DELIVERY TO AN ADDRESS OTHER THAN MY HOME?

      During checkout, you may select a shipping address that is different from your billing address. Please ensure that you or an authorized representative is able to receive the delivery.

    • DO I HAVE TO BE AVAILABLE AT HOME TO PICK UP ITEMS UPON DELIVERY?

      To ensure the safe delivery of your products, AxentBox Store recommends that you or an authorized representative is able to receive the delivery.

    • HOW DO I CHANGE MY DELIVERY ADDRESS?

      Your submitted order is sent to our warehouse for shipping immediately so we are unable to amend your order. If your package could not be successfully delivered, it will be returned to the warehouse and a credit will be made to your payment method.

    • I WILL NOT BE HOME ON THE SCHEDYLED DELIVERY DATE.

      On the day of the delivery, then you will receive a text message, which will specify delivery details. If nobody is available when the parcel is delivered, the courier will contact you to rearrange delivery. AxentBox cannot guarantee same day delivery, in the case of rearranged delivery.

    • DO YOU MAKE DELIVERY TO YOUR PHYSICAL STORE?

      No.

    • WHY MY PACKAGES WAS NOT DELIVERED?

      Normally, your order should be delivered to the address you have given within 7 work days. If you are still waiting for your package five work days after confirmation of your order, please first check the following:
      - The delivery status, using the tracking number that was sent to you via email.
      - Whether the address you gave was correct.
      - Whether a neighbor has accepted the package on your behalf.
      - Whether the package is waiting for you at your nearest post office.
      If you have done all of the above, and still don't know where your parcel is, please contact our Customer Service here

    • MY DELIVERY IS MISSING AN ITEM. WHAT SHOULD I DO?

      In the unlikely event you are missing an item, please click here to contact our Customer Service so we can help.

  • Web security & Payments

    WEB SECURITY & PAYMENTS

    • IS IT SAFE TO SHOP ONLINE AT AXENT BOX ONLINE STORE?

      We ensure high security of data on our AxentBox Online Store. All credit and debit card transactions are processed by “ePay and its group companies”, a secure online gateway that will be responsible for holding and handling information related to your payment details. In addition, your bank details are sent to our server using SSL encryption (Secure Socket Layer) and transferred to a completely secure environment.

    • WHAT ARE THE PAYMENT OPTIONS?

      You can pay for your goods in various ways as set out below: 
      c. Cash on delivery – Currently the service is valid only for Bulgaria. With this option, the client pays cash to the currier when the order is delivered
      d. Credit or debit cards - We accept Visa, Visa Electron, V PAY, MasterCard, MasterCard Electronic, and Maestro. For this purpose, a direct connection with an ePay terminal is used.

    • WHY HAS MY PAYMENT BEEN DECLINED?

      Your credit card could have been declined for one of the following reasons: 
      - The card may be expired. Check that your card is still valid.
      - You may have entered some information incorrectly. Check that you have filled in all the required fields correctly.
      - You may have reached your credit limit. Contact your bank to check that you have not exceeded the authorized purchase limit.

  • Returns & Refunds

    RETURNS & REFUNDS

     

  • Product Information

    PRODUCT INFORMATION

    • DO YOU SELL THE SAME PRODUCTS IN THE Marc O’Polo and ESPRIT RETAIL STORES?

      At Marc O’Polo and ESPRIT Retail Stores you may find the same products as on the AxentBox Online Store, but we recommend that you contact them directly.

    • WHAT’S THE BEST WAY TO CARE FOR MY CLOTHES/SHOES?

      The perfect look is one thing, but exactly how hard is it to preserve and what do I have to look out for? How is the item tailored, how does it fit, what material is it made from?
      You can find all this information in the online shop with a simple click: Here

    • WHAT IS THE RIGHT SIZE FOR ME?

      Size charts are generally available on each product page. Click on the Size Guide link of the desired product page to display the specific size chart information.
      You can visit our size guides to find the right size/fit for the products you are interested in. Select one of the size charts and follow the instructions for “How to Find Your Size” to take the correct measurements in centimeters to determine your size in the size chart.
      If you’re still unsure what size is right for you, or need a helping hand, then call to us +359 884 743 525 or send you a e-mail: support@axentbox.bg

    • WHERE CAN I LEARN MORE ABOUT Marc O’Polo and ESPRIT SUSTAINABILITY INITIATIVES?

      Putting people and the planet first is what we do. Read more here about our forward-thinking methods of responsible production and design techniques—including Water<less® innovations and production methods that use far less water than traditional means—as well as how we take a stand for what’s most important: people all over the world.

       

  • My Account & Newsletter

    MY ACCOUNT & NEWSLETTER

    • WHAT ARE THE BENEFITS OF REGISTERING AT AXENT BOX?

      There are many benefits to creating an account at a AxentBox: you can personalize and manage your profile; up to 20% discount for purchases of non-discounted items in the www.axentbox.bg and our official store; create your Wishlist; permanent cart - any products added to your online cart remain there until you remove them, or check them out; store multiple shipping addresses; view and track your orders right from your account and checkout faster, 
      Don't forget to sign up for email! We'll send you special offers, gift ideas, and a first look at new arrivals.

    • HOW DO I REGISTER A CUSTOMER?

      1. Visit the registration page HERE

      2. Fill in the required fields

      3. Click the "Register" button

    • WHAT IS YOUR PRIVACY POLICY?

      The personal information you share with us is completely confidential. Your privacy is important to us and we will not disclose or sell the information provided. Our promotional emails are optional and you can unsubscribe at any time. For more information, please read our Privacy Policy 

    • CAN I CHANGE THE DATE IN MY CUSTOMER ACCOOUNT?

      1. Visit the "My Account" page HERE

      2. Change the information you want

      3. Click the "Save" button

    • WHAT HAPPENS IF I FORGET MY PASSWORD?

      1. Visit the "Forgot Password" page HERE

      2. Fill in your email

      3. Click the "Restore" button

      4. You will receive a link to recover the password at the specified e-mail

      5. After accessing the link from the email, you will visit a page where you will need to enter the new password

    • HOW CAN I DELETE MY ACCOUNT?

      Please contact us HERE

    • WHERE CAN I SIGN UP FOR THE FASHION BOX NEWSLETTER?

      Click here to sign up for the AxentBox Newsletter. 

    • WHAT BENEFITS DOES THE NEWSLETTER OFFER?

      Exclusive offers, promotions, styling tips, trends and newbies. Our Newsletter, which we send to our customers at regular intervals, offers all of these and more. Are you interested? Registering for the Newsletter is free, and you can unsubscribe any time.

  • Contact FASHION BOX

    CONTACT FASHION BOX