Frequently asked questions
How do I return or exchange my glasses?
If you wish to return your glasses within the 14 days upon receipt, please contact our team firstname.lastname@example.org. We will help you assist in your return!
Can I track my order?
Yes! Once your order is processed you will receive a confirmation email followed by a notification email to inform you that your item has been dispatched. In this email, you will find your tracking number. Please do take into consideration that shipping with DHL Express can only provide an ETA upon dispatch, whilst DPD gives real-time tracking.
How can I see if you have received my return package?
We recommend to keep your tracking number until your return has been received and processed. Lexxola is not liable for lost return packages without proof of return and tracking number.
If your package has been delivered to our fulfilment centre, please allow 10 business days for the return/exchange to be processed.
Can I cancel my order or change my address?
Sorry! We are unable to cancel orders or change your address 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. If you wish to change your address on a recent pre-order, please contact our customer service team to be assisted.
Do you ship to a P.O. box?
If you are in the United Kingdom, we can deliver to a PO Box, residential or business address. If you are an international customer, we can only ship to residential or business addresses.
I’m an EU customer, will I have to pay duties on my order due to Brexit?
Orders destined for countries in the EU are shipped on a DDU (delivery duty unpaid) basis. If applicable, you will need to pay these costs to release your order from customs before it can be delivered. Please expect the invoice to receive from your carrier via the post or email.
Duties and taxes are calculated by your local customs authorities. These costs must be paid by the customer, and if refused, Lexxola has the right to deduct the return shipping costs from the original refund amount.
Can I put prescription glasses into my Lexxola frames?
Yes! Take your Lexxola glasses to your optometrist who can replace the current lenses with your prescription ones.
How can I reach out for press and media enquiries?
Please contact our PR team at firstname.lastname@example.org