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Exchange Policy

If your purchase is not exactly what you are looking for, you have 7 days from receiving your order to arrange your exchange. Exchanged products are shipped for free, but please note that return labels are at own cost - pricing depends on carrier service and location.  Our team is able to provide the right tools for a smooth exchange. 

Simply follow the instructions below

  • Contact customerservice@lexxola.com with your order number as the subject title.
  • Tell us your name, the product name(s), and your desired exchange (or ask us for the latest recommendations). If the exc
  • Pack the product in its original packaging securely and dispatch according to your return instructions.
  • On receipt of a return, we will check the product's condition (the product must be in its original condition). Once approved, we will dispatch your requested style with no additional costs. 
  • Your exchange will be processed within 15 days upon receipt. This may be an exception if your requested item is a pre-order. If your exchange is urgent, please contact us immediately. 

Please note: If you have received your order in a faulty manner, please contact us at customerservice@lexxola.com immediately providing photos of the defects. 

Returns Policy

If your purchase is not exactly what you are looking for, you have 7 days from receiving your order to arrange your credit note, exchange or refund. Please note that return labels are at own cost, pricing depends on carrier service and location. Our team is able to provide the right tools for a smooth return. 

Simply follow the instructions below

  • Contact customerservice@lexxola.com with your order number as the subject title.
  • Tell us your name, the product name(s), and the reason for return in your email. Please let us know if you wish to receive a credit note (gift card), exchange or refund to your original payment method.
  • Pack the product in its original packaging securely and dispatch according to your return instructions. Returns may be refused if not arrived in original condition. 
  • Please allow 15-20 business days upon receipt for your return to be processed accordingly.
  • Refunds will be processed to your original payment method. Store credits will be emailed. Refunds exclude shipping and return costs. 

Please note: If your item is faulty, please let us know within 2 days of arrival. Faulty returns that are not highlighted as a defect, may be refused upon quality check. 

 FAQ: Pre-Orders

  • When will my pre-order be dispatched? Please see the product description box shown on the product page for specific information regarding your pre-order.
  • When will sold out items be back in stock? We aim to have all stock back within a month. To avoid disappointment, we do recommend pre-ordering items as they can sell out fast. The latest dispatch date can be found under the product description box. 
  • Why should I place a pre-order? All our stock is for limited availability. The pre-order is a chance to be first on the waiting list. 

Order Cancellations 

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 customerservice@lexxola.com. If you wish to change your address on a recent pre-order, please contact our customer service team to be assisted.

Shipping

Once your order has left our UK-based warehouse, you will receive the tracking confirmation email with a designated tracking link from us. International delivery options and pricing dependent on your shipping destination.
  • United Kingdom: 1-4 Business Days (DPD)
  • Canada: 3-5 Business Days (DHL Express) 
  • North America: 3-5 Business Days (DPD)
  • South America: 5-10 Business Days (DPD) 
  • Europe (including Turkey & Israel): 3-6 Business Days (DPD) / Spain: 5-8 Business Days (Royal Mail)
  • Middle East (excluding Turkey and Israel): 3-6 Business Days (DHL Express) 
  • Australia & New Zealand: 3-6 Business Days (DHL Express) 
  • Asia-Pacific: 5-8 Business Days (DHL Express or DPD) 
  • Rest of World: 5-9 Business Days (DPD)

Please be aware that due to uncontrollable circumstances such as Brexit, Covid-19, and peak seasons, your order may be delayed. If you have any concerns or questions regarding your dispatched order, please contact our team at customerservice@lexxola.com

Duties and Taxes 

EU Orders and Brexit (Including Ireland)

  • 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. 

International Orders

  • Import Duties for orders to the United States and Australia (up to USD/AUD 700) are covered. International orders might be subject to duties and taxes which 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.
  • Please note that Lexxola is not liable to refund local custom taxes and duties. In the case of a return for refund, we recommend claiming your tax refund with your local authorities. 
FAQ: Responsibility
  • How responsible and sustainable is Lexxola?
  • We are committed to creating a positive impact on the world. Our products, produced in factories fuelled by renewable energy, distributed from LED-lit warehouses, and transported via eco-integrated carriers, make clean logistics a reality. Our commitment to diversity means we have a 50/50 gender split in our team, offer equal pay and empower young leaders. This commitment to diversity also stretches to our community, including people we gift and collaborate with. 

  • Does Lexxola donate to any charities?
  • We’re a proud member of 1% for the Planet! With a passion for global cities, we pledge 1% of our annual sales to non-profit organizations that focus on building more equitable and sustainable cities around the world.

     FAQ: Materials

  • Do your glasses offer full protection from the sun?
  • Yes, our glasses have full UVA and UVB protection in line with the international quality standards (CE, FDA). 

  • What are the frames made of?
  • Since 1849, Mazzucchelli has created much of the best acetate in the world, which makes your Lexxola glasses a real investment piece. This material is derived from cotton and turned into cellulose acetate, a transparent raw base for adding colour. Each time an acetate sheet is made, technicians save a sample in order to recreate the pattern later. All Mazzucchelli acetate goes through this repetitive weeks-long process in order to achieve the desired colour patterns and quality.

  • Can I add prescription lenses?
  • Yes! Take your Lexxola glasses to your optometrist who can replace the current lenses with your prescription ones, since the frame can be used.We are currently not offering prescription lenses ourselves. However, if you have any ideas - we would love to hear them! Please send a note to customerservice@lexxola.com with the subject line ‘Lexxola Design Idea’, and we will be happy to chat.

    City Gift Cards

    Returns of items purchased with a City Gift Card will be refunded to the same Gift Card. If the return is of an online purchase you will receive a virtual copy of the card, with the updated balance on it, together with the email confirming the refund. Please note that gift cards are not eligible for cash refund. 

    If you have purchased partially with a gift card and a bank/credit card method, we will refund the exact amount paid on both of the original payment methods.

    Contact information

    Have any questions, concerns or suggestions? Our team is here to help! You can use the chat below for quick questions (Monday-Friday 9 am - 6 pm GMT). Or contact us on the relevant email below

    Submit Feedback

    We love hearing your ideas! We work closely with our community to design all of our future styles. Please submit your design ideas to customerservice@lexxola.com with the subject line ‘Lexxola Design Idea’, and we will be happy to chat!

    Privacy Policy

    Effective: 01/06/2021

    This Privacy Policy sets out how Lexxola uses and protects any information that you give Lexxola when using www.lexxola.com.

    Lexxola is committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified when using this website, then you can be assured that it will only be used in accordance with this policy.

    What we collect:

    Registration information, including:

    • Your name
    • Your email address

    Order fulfilment – If you purchase a product from us, we request certain personally identifiable information from you on our order form, including:

    • Recipient name
    • Telephone number
    • Contact email address
    • Shipping and billing address(es)
    • Financial information (credit card number, expiration date, etc.)

    Information obtained from third parties – We may obtain information about you from third parties to verify the information you provide. We also may obtain information from third parties in connection with providing the services to you.

    Information about your use of the service – When you use the services, we collect information about your interaction with the site for various purposes, described herein.  This includes:

    • Cookies – When you access www.lexxola.com, we may send one or more cookies that enables the site's or service provider's systems to recognise your browser and capture and remember certain information.
    • Log information – When you access www.lexxola.com, our servers may automatically record information that your browser sends whenever you visit a website. These server logs may include information such as your web request, Internet Protocol address, browser type, browser language, the date and time of your request and one or more cookies that may uniquely identify your browser. User inputted site search data may be recorded and stored for research purposes and/or to help resolve possible technical issues which may in turn link a user ID to the performed search.
    • Link Traffic – We may present links in a format that enables us to keep track of whether these links have been followed.

    What do we use your information for: 

    • To process transactions – We use your personal and financial information for billing purposes and to fulfil your order(s).
    • To improve our site and services – We continually update and improve our website and services based on the information and feedback we receive from you. Your information also helps us better respond to and tailor our site and services to your individual needs.
    • To promote our services and to provide additional information – The email address you provide for registration purposes may be used to send you information about this website, in addition to occasional news, updates, related product or service information.

    We will not sell, distribute, or lease your personal information to third parties unless we have your permission or are required by law to do so.

    By placing an order you automatically approve these terms and confirm your order and a binding agreement is entered into. Parental or guardian consent is required for customers under the age of 18.

    If you have any questions about this Policy, let us know at customerservice@lexxola.com