FAQ


What payment methods do you accept?

We accept American Express, Mastercard and Visa credit and debit cards. You may also pay by Apple Pay, Google Pay and Shopify Pay.

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 SGD, HKD, AUD, GBP and USD. 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 and Eva Chen books

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.

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 garments that are hand wash only or dry-clean only are specified on the product page

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

Due to the current COVID-19 situation, we seek your understanding in unforeseen delivery delays

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!

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. 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.

Where do you ship from?

We ship out from Hong Kong and Singapore. For international orders, we ship from either location, depending on shipment time efficiency and destination country. Exceptions may apply for stockist brands who ship directly from their locations.

Do you offer free shipping?

We offer free shipping to the below destinations that meet the following order spend:

Hong Kong : Free delivery on all orders

 Singapore: Free delivery on orders above SGD 80

International: Free delivery on orders above SGD250 with code FREESHIP .

Do I have to pay taxes, duties and custom fees?

Taxes, duties and custom fees vary and are dependent on the destination country. Payment of any import tax, duties and custom fees is the responsibility of the recipient and these charges are not included in the total order amount at checkout. To avoid any unwanted surprises, please contact your local customs office for more information.

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.

What is your exchange and returns policy?

You may find information on exchanges and returns here

Brands: ATS The Label, Pique Nique, Me & Mommy have their own returns and exchange policies which are separate to Lexi + Lou's

ATS The Label

Exchanges are accepted for colour/size or a credit note. Customer bears the shipping costs both ways. Item/s for exchange will need to be shipped directly back to ATS, unworn, unused, in its original conditions, with all tags and accessories attached.

In rare cases of a defective item, choose from a full refund, credit note or exchange

Pique Nique / Me & Mommy

Only exchanges for size and/or colour are accepted; refunds are not accepted except in cases of defects

Customer bears shipping costs both ways- return and exchanged item/s. Items are to be mailed directly back to Pique Nique/ Me & Mommy. Returns must be unworn, unused and in their original condition. All tags and accessories must be attached.

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.

When will I receive my store credit?

Returns will be processed within 5-10 business days of us receiving the item back. Do keep in mind this is exclusive of the time it takes for the item to be shipped back to us. 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

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