RETURNS & EXCHANGES
We accept exchanges and returns:
- Within 7 days of order receipt for orders within Hong Kong & Singapore
- Within 14 days of receipt for international orders
Conditions of exchanges & returns:
-Exchanges/refunds request are to be made by email using the form below.
-Each item is only valid for a one-time product/size/colour/store credit note exchange.
-Returns are only in the form of a one-time usage store credit, valid for 6 months.
-Items must be returned in their original condition and must be unused, unworn, un-stained, unwashed and un-perfumed. All returned items must have their tags and labels intact with any accessories, and in their original packaging.
-The customer is responsible to pay a SGD4.90 shipment/handling fee for the new order using the credit note (unless item is a defective/fault of Lexi + Lou).
-Upon confirmation email of an exchange or return, the items must be sent out/picked up by courier within 7 working days for HK (returns done via SF Express) & SG orders; 14 working days for international orders.
-Lexi + Lou reserves the right to deny a return if items do not meet the returns policy and items will be returned to the customer at their cost. Should your items not be eligible for a return, you will be notified by email.
Shipping and handling costs are non-refundable except in rare cases where we may have made an error.
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Return Process
Once you have ensured that your item has met the return conditions, please email hello@lexiandlou.com with the following information:
Return Form
Email Subject: Item Return + [Order #]
Order Number & Order Date:
Order Name:
Item to be returned: [include size where applicable]
Reason for return:
For defective or incorrect items, please attach a clear photo/s of the defect or incorrect item and attach it in the email.
If eligible for a return, we will inform you of the return address.
Return Details
If your returned item meets our return policy standards, your return will be processed within 3-7 business days from receipt of the item. The customer is responsible for all costs associated in shipping the item back to Lexi + Lou.
We are not responsible for any returns lost in transit, and recommend you use a trusted courier and trackable shipment method of your choice.
All successfully returned items will be issued with a credit note by email within 3-7 business days.
Non-returnable Items
*The following are not eligible for exchanges/returns:
-Items which are damaged by the recipient due to the lack of care
-Gift cards
We do not accept returns or exchanges on bridal gowns (as stated on product page), jewellery, accessories, shoes, bags, swimwear, workout/padded bra tops, underwear, books, all eco + lifestyle and gift cards. Purchase of sale and last chance items are final and are not eligible for returns or exchanges. This includes all discount codes, sales, promotion deals, special mark downs, and reduced items.