FREQUENTLY ASKED QUESTIONS
Sorry! We are unable to cancel orders after the order has been placed as orders process through our system immediately. If you ordered an item that you do not want, you can request a return or exchange via email@example.com.
Sorry! We are unable to change any part of your order (product, address etc) once it has been placed as we dispatch immediately. If you wish to change your product/address on a pre-order, please contact our customer service team (firstname.lastname@example.org) to be assisted.
Styles may sell out fast, to avoid disappointment you can enter your email / phone number on the product page and we will notify you as soon as it’s back.
We accept a wide range of payment options per region, including; Amazon pay, Amex, Apple pay, Diners card, Discover, JCB, Klarna, Mastercard, Paypal, Visa, Giropay, Sofortuberweisung, Alipay, i-Deal, Trustly and many other local methods.
The payment methods available in your area will be presented to you upon checkout.
Klarna is available in the following countries: Australia, Austria, Belgium, Canada, Denmark, Finland, France, Germany, Ireland, Italy, Netherlands, Norway, Poland, Spain, Sweden, United Kingdom and United States.
Once your order is dispatched, you will receive an email with a tracking link. Please be aware it may take around 24hrs for this email to arrive in your inbox, or slightly longer if your order is placed over a weekend.
All UK orders are shipped via DPD. All International orders are shipped via DHL express.
Yes! We ship to all countries.
At checkout you will receive specific shipping times for your region, however estimated times can be found below.
UK: 1-2 business days.
US & Canada: 1-3 business days.
Central Europe: 1-2 business days.
Australia: 3-5 business days.
Asia: 3-5 business days.
Middle East: 2-3 business days.
Lexxola covers taxes and duties for all orders shipping to the following countries: UK, US, Germany, Netherlands, Spain, Italy, Poland, Australia, Denmark, Norway, Sweden, Belgium, Switzerland, Austria, Poland, Ireland, Finland, Portugal, Rest of Europe, New Zealand, Mexico, Singapore.
Lexxola covers duties for orders shipping to the US, however taxes must be paid at checkout. If you are outside of these areas you will be offered the option to prepay duties and taxes at checkout so there are no surprise fees after payment.
Taxes and duties are non refundable should you wish to return your item.
Expected dispatch dates for pre-orders are listed under the product specifications on the product page, alternatively email us at email@example.com and we will update you.
RETURNS & EXCHANGES
If your purchase is not exactly what you are looking for, you have 14 days from receiving your order to arrange your credit note, exchange or refund. Return labels are at your own cost and the pricing depends on carrier service and location.
Please note: worn glasses and/or incomplete orders are not eligible for a refund and/or exchange.
Email us at firstname.lastname@example.org and we will send over the instructions.
If your purchase is not exactly what you are looking for, you have 14 days from receiving your order to arrange your credit note, exchange or refund. Please note that return labels are at your own cost, pricing depends on carrier service and location, however we will ship your exchange out free of charge. Email us at email@example.com and we will send over the instructions.
We are so sorry to hear this! We use the highest quality materials and techniques to build your frames, however should the unfortunate circumstance of a faulty item occur please contact us at firstname.lastname@example.org immediately upon receipt with photographs of the defects. We will endeavour to resolve this issue as quickly as possible.
PAY WITH KLARNA
Our partner Klarna is a trusted payments service provider, who is offering flexible shopping and purchase experiences to consumers around the world.
Klarna is available in the following countries:
Australia, Austria, Belgium, Canada, Denmark, Finland, France, Germany, Ireland, Italy, Netherlands, Norway, Poland, Spain, Sweden, United Kingdom and United States.
*Disclaimer: Lexxola is not a lender and does not make credit decisions. When you choose to pay with Klarna, all financing and installment plans are offered by Klarna, and your eligibility is subject to Klarna's credit approval. Please review Klarna's terms and conditions before making your purchase.
Shop now. Pay later with Klarna.
Here’s how it works:
Add products to your Shopping Bag and select “Klarna” when you check out
Enter a few personal details and you’ll know instantly if you’re approved
Klarna will send you an email confirmation and reminders when it’s time to pay and you can manage your orders and payments in the Klarna app.
Pay online or in the app Review your latest purchases and make payments in the Klarna app or online.
Download the Klarna app: https://www.klarna.com/app
Log in online: https://app.klarna.com/login
Chat with customer service: https://www.klarna.com/us/customer-service/
Safe and secure
With Klarna, you are always covered through Klarna’s Buyer Protection policy. Modern safeguards protect your information to prevent unauthorised purchases.
Who is Klarna?
Klarna is a payments service that helps you buy the things you want or need. Right now, over 100 million people worldwide use Klarna at over 200,000 online stores.
How does Pay later in 30 days work?
Pay later in 30 days is a credit product which lets you pay any time within 30 days of your purchase without interest or fees. You can make this payment using a credit or debit card on the Klarna app or logging into www.klarna/com/uk. Klarna will send you a confirmation email once your order is confirmed with full details. You can see both past and future payments using the Klarna app.
How does Pay in 3 instalments work?
Klarna’s Pay in 3 instalments is a credit product that lets you spread the cost of your purchases over 3 equal payments. Klarna will take the payments from your debit or credit card directly so you don't have to worry about missing a payment. Klarna will take the first payment when you make the purchase, the second 30 days later and the final payment 60 days from your purchase date. You can see your past and future payments at any time using the Klarna app.
Am I eligible for Pay later in 30 days/Pay in 3 instalments?
You need to be at least 18 years old and a UK resident to use Klarna’s credit products including Pay later in 30 days and Pay in 3 instalments. When you choose Klarna they will also check the information you provide and your financial situation.
Can I have multiple Pay later in 30 days/Pay in 3 instalment orders at the same time?
Yes, you can. If you see Klarna Pay later in 30 days/Pay in 3 instalments when you go to an online checkout then Pay later in 30 days/Pay in 3 instalments is available to you. Every time you use Pay later in 30 days/Pay in 3 instalments, Klarna will check to see whether you can use the service again for each additional purchase.
What does Klarna consider when reviewing my application?
Klarna offers Pay later in 30 days/Pay in 3 instalments based on a number of factors such as the purchase amount, previous order history. If you are 18 or over, you can improve your chances of being offered Pay later in 30 days/Pay in 3 instalments by ensuring you provide your full name, accurate address details and arrange shipping to your registered billing address. All orders are assessed individually. Just because you have been accepted for Pay later in 30 days/Pay in 3 instalments before does not mean it will be offered for every order. In turn, if your application for Pay later in 30 days/Pay in 3 instalments is denied, it does not mean it will be denied for future orders.
What do I need to provide when I make a purchase?
If you want to purchase something using Klarna’s Pay later in 30 days/Pay in 3 instalments, you'll need to share your phone number, email address, current billing address and your credit or debit card details. If Klarna need to talk to you urgently they'll use the phone number you've shared. For any other information Klarna need to share with you, they'll send this to your email address.
Will a credit search take place?
When you use Pay later in 30 days/Pay in 3 instalments, Klarna will perform a credit search. This means Klarna will look at certain information in your credit report to decide whether to approve your purchase.
How do I make repayments for Pay later in 30 days to Klarna?
You can pay any time within 30 days of your purchase without interest or fees. You can make this payment using a credit or debit card on the Klarna app or logging into www.klarna/com/uk. Klarna will send you a confirmation email once your order is confirmed with full details.You can see both past and future payments using the Klarna app.
How do I make repayments for Pay in 3 instalments to Klarna?
Klarna will take your Pay in 3 instalments payments from the debit or credit card you shared when you made your purchase. Klarna will take the first payment when you make your purchase, the second payment after 30 days and the final payment 60 days from the day you made your purchase. You can see both past and future payments using the Klarna app.
I have been asked to go to the Klarna site. Is this correct?
If you choose to pay for your order using Pay later in 30 days, Klarna will send you an email showing you how to pay. The email will have a link you can use to make this payment using your credit or debit card.
Can I pay before the due date?;
Yes. Just go to the Klarna app or log onto www.klarna.com/uk.
Is my payment information safe?
Payment information is processed securely by Klarna. No card details are transferred to or held by LEXXOLA. All transactions take place through connections secured with the latest industry standard security protocols.
How do I know Klarna has received my payment?
Klarna will notify you by email and push notification when a payment is due and when you have made or missed a payment. You can always check the status of your order and payments in the Klarna app or by logging in at www.klarna.com/uk.
What happens if I don’t pay for my Pay later in 30 days order on time?
Pay later in 30 days is a credit product and you are required to make your payment to Klarna. Klarna may also share information about your missed payments with credit reference agencies. This means you may find it difficult or more expensive to use Klarna or other lenders' credit products in the future. Full details can be found in the Klarna terms and conditions here.
What happens if I don’t pay for my Pay in 3 instalments order on time?
Pay in 3 instalments is a credit product and you are required to make your scheduled payments to Klarna. If Klarna is unable to collect your payment on the scheduled due date Klarna will make a further attempt to automatically collect payment seven days later. Should this next payment attempt fail, Klarna will make a final attempt to collect payment seven days later. They may continue to attempt to collect overdue and currently due payments on subsequent due dates, or invoice you separately for the unpaid total. Klarna may also share information about your missed payments with credit reference agencies. This means you may find it difficult or more expensive to use Klarna or other lenders' credit products in the future. Full details can be found in the Klarna terms and conditions here.
What happens if I don’t pay for my Pay later in 30 days order?
As pay later is a credit product, if you don't pay for your order Klarna may use a debt collection agency. Klarna may also report the missed payment to credit reference agencies. This means you may find it more expensive or difficult to get credit in the future
What happens if I don’t pay for my Pay in 3 instalments order? If you don't make your payments you will be in arrears as Pay in 3 is a credit product. Klarna may then share information about your missed payments with credit reference agencies. This means you may find it difficult or more expensive to use Klarna or other lenders' credit products in the future. Klarna may also refer any debt to a debt collection agency. This agency will collect the debt on behalf of Klarna. Also, if the debt is referred to a debt collection agency Klarna will share this information with credit reference agencies.
I've received a statement, but I've not yet received my goods.
If you have not received your goods please email LEXXOLA (email@example.com) to check on your order and delivery status. You can also contact Klarna’s Customer Service so that they can postpone the due date on your payment or put the order on hold in the Klarna app while you wait for the goods to arrive.
What happens if I cancel or return my order?
As soon as LEXXOLA has confirmed with Klarna that your cancelation / return has been accepted, Klarna will cancel any future scheduled payments as well as refund any amounts due. You will see the return in the Klarna app immediately.
I have canceled my order. How long will it take until I receive my refund?
As soon as the store has registered your cancelation or your return, the refund will normally be processed within 10 business days.
I have asked for a refund. How will I be refunded?
Refunds will be issued back to the debit or credit card which was originally used at checkout.
What happens to my statement, when I have returned the goods?
Once LEXXOLA has received the return and Klarna have received our confirmation, Klarna shall refund any payments collected and cancel any future scheduled payments. You are always able to monitor the status of your order in the Klarna app.
What happens to my statement when I have returned part of my order?
Once lexxola has received the partial return and Klarna have received our confirmation, an updated statement with an adjusted payment schedule will be sent to you by Klarna. You are always able to monitor the status of your order in the Klarna app.
I haven’t received an email with my statement/payment information.
You can log in the Klarna app or at www.klarna.com/uk, where you will find all of your orders and payment schedule information.
I still have questions regarding payment, how can I get in touch?
Visit Klarna app Klarna’s Customer Service page for a full list of FAQs, live chat and telephone options.
Yes! All our glasses offer 100% protection from UVA and UVB rays.
We use bio-acetate, a recent triumph that makes biodegradable frames a reality. Our metal frames are made from surgical grade steel.
Yes! Take your frames to your optometrist and they will be able to switch the lenses for your prescription.
For wholesale enquiries, please email firstname.lastname@example.org
Yes, we love hearing your ideas! We work closely with our community to design all of our future styles.
Please submit your design ideas to email@example.com with the subject line ‘Lexxola Design Idea’, and we will be happy to chat!
Currently we do not have any stockists, the only place you can purchase Lexxola is our website.
Yes, we’d love to hear from you. Please email firstname.lastname@example.org.
We’d love to assist. Please email email@example.com.
We are always looking for exciting new talent, please email firstname.lastname@example.org with your CV.
We use 100% Bio Acetate, a recent triumph in sustainability making biodegradable frames a reality. Our manufacturing is powered by green energy, it mitigates waste through dynamic production and packages using 100% recycled materials.
Bio-acetate is a sustainable version of acetate which makes no compromise on quality. It is made from renewable materials and biodegrades after only 115 days.