FAQ

What payment methods do you accept?

We accept American Express, Mastercard, Visa and UnionPay credit and debit cards. You may also pay by Apple Pay, Google Pay and Shopify Pay. PayNow* is available for Singapore.

What currency will I be charged in?

All purchases will be charged in Singapore Dollars (SGD). You have the option to view product prices in multiple currencies: SGD, HKD, AUD, USD, KRW, TWD, EUR and GBP. Simply select the currency of choice from the drop down menu at the top or bottom right hand corner of the website page. At checkout, the order total amount will reflect Singapore Dollars, which you will be charged in.

What do I do if I’m having trouble placing my order?

If an error message keeps appearing during your check out process, it may be due to an issue with the debit/credit card, or with the billing/shipping address you are trying to use. We suggest reformatting the information you have input.

If the error message still persists, please email us at hello@lexiandlou.com and we can definitely help you process your order manually via email.

Why isn’t my discount code working?

If an error message shows that your code is invalid, you may try the following:

Check that the discount code has been entered correctly
Check that the promotion criteria has been met where applicable; codes are time sensitive and will expire at 11.59pm GMT+8 on the date of expiry. We suggest to give yourself ample shopping time to ensure you checkout in time!
Contact us at hello@lexiandlou.com and we will assist you.

*Please note, discount codes are not applicable on all J Hannah nail polishes

I’ve placed my order. Where is my confirmation email?

Please allow up to 24 hours to receive your confirmation email. Do check your Junk/Spam mail and other mail folders as well. Should you not receive a confirmation email after this time frame, send us an email at hello@lexiandlou.com and we will sort it out for you!

The item I want is sold out or no longer available. Will it be back in stock?

It’s a pity you missed out! As many of the pieces we stock are seasonal designs, we are not able to guarantee a restock. However, you may drop us an email and should the product make a comeback, we will be sure to let you know!

Do you have a size chart?

Each product comes with their set of measurements in the product page for your reference.

Womens shoes are in European sizing. You may refer to the general conversion chart below as a guideline, and the fitting notes on the product page for reference.

EU	34	35	36	37	38	39	40
US	4	5	6	7	8	9	10
AU	3	4	5	6	7	8	9
UK	1	2	3	4	5	6	7

Will there be a colour variation on products?

We endeavour to represent the closest match possible with all products. However, as different computer or electronic device screen’s have different settings, colour tones may slightly vary in real life and on the screen.

Do keep in mind that products with prints may vary due to the printing process and placement of prints- this is not a defect but adds to the uniqueness of each item.

Does Lexi + Lou design any of the clothing?

We are a multi-label boutique that only stocks brands and non-brands at the moment. We do not design any of the styles or collections.

How do I care for my garment?

We recommend using the cold-wash function only, on a gentle or low spin cycle. If the garment is delicate, we suggest to hand wash it.

Wash instructions for all garments are specified on the product page

Can I make changes to an order I’ve already placed?

As we endeavour to fulfil all orders with efficiency, we generally do not allow for order changes to be made once an order has been processed. This is also a policy from some of the brands we stock where the item may be shipped out directly from the brand to the recipient.

In the event you have made a mistake, do contact hello@lexiandlou.com with your order number and we will advise if the change is possible.

During checkout, please ensure that the correct, full mailing address is entered. Customers are responsible for any re-shipment costs as a result of failed delivery due to an incorrect or incomplete address.

When will I receive my order?

You will receive a shipment notification email once your order has been shipped out which will contain the parcel tracking information. Do check your Junk/Spam mail and other mail folders.

The current order fulfilment timeframes (business days) are as follow:

Hong Kong: 2-5 days order processing+ 1-3 days shipping

Singapore: 2-7 days order processing + 2-3 days shipping

International: 2-7 days order processing + 2-14 days shipping

*Items that are made-to-order will be on top of the above timeframes

For more shipping information, please click here.

Can I pick up my order instead of having it shipped?

Unfortunately, self collection is not available at this present moment. Should this be an option in the future, we will definitely update you.

Why have I not received my parcel tracking number?

You will receive a shipment notification email once your order has been shipped out which will contain the parcel tracking number.

Kindly refer to the order fulfilment timeframe for your delivery destination. We seek your patience on delivery during this current climate.

Why have I only received part of my order?

Should your order consist of item/s from stockist or individual brands that handle their own shipping, you will most likely receive them at a different time from the rest of your order items that are shipped out by Lexi + Lou.

When will I receive my store credit?

Returns will be processed within 3-7 business days of us receiving the item back. Once your return has been processed, you will receive an email with the credit note. Should you not hear from us after this timeframe, please contact us at hello@lexiandlou.com

What is your exchange and returns policy?You may find information on exchanges and returns here

Can I return a sale item if it doesn’t fit or if I change my mind?Sorry, but all sale items are sold as final. No returns or credit notes will be issued on sale items.