RETURNS & EXCHANGE POLICIES


* As part of our value-added services, we are pleased to offer no expiry date on your store credit, and complimentary size exchange for customers in Singapore!

If you’re not happy, we’re not happy.

We want you to be completely satisfied with your purchases!

To ensure a smooth and time-efficient transaction, please read the following carefully.

A mandatory return form is included with all orders. You may also download it here.

Mail your returns/exchanges to:

LEXI LYLA
Ghim Moh Estate Post Office
PO Box 025
Singapore 912731

THE GROUND RULES

All items under the SALE category (marked with red pricing, ends in $.99) are strictly final. All accessory items (bags, jewelery etc.) are strictly final. They cannot be returned for store credit or refunds. Any of these returned to us will be sent back at the customers expense. If item is defective, we will send a replacement.

We offer complimentary size exchange for both normal priced and sale items. Size exchanges will be sent via normal mail only. Top-up for postage is required if customer wants to upgrade to registered/courier mail. 


Merchandise must be returned in original unworn condition with tags attached. Any item that does not meet these requirements cannot be refunded or exchanged.

Returns/exchanges are accepted if the date of mailing back to us is within 15 days of our shipment date (Singapore orders), or within 30 days of our shipment date for international orders. Shipment dates can be viewed in your order history.

Any items sent to us without tags attached, or after the stipulated period will be sent back to the customer at the customer’s expense.

Lexi Lyla is not responsible for lost mails in connection to such returns or exchange.

Processing time is usually 1 - 2 weeks. 

STORE CREDIT

Store credit has no expiry date. The highest possible amount of store credit will be redeemed against your purchase at checkout. Any remaining store credit will stay in your account for your future use.

NOW THAT YOU UNDERSTAND THE BASICS, LET’S SEE WHAT HAPPENS IF…..

1) YOU DON’T LIKE THE ITEM

What, really? That makes us sad! But not to worry, we understand.

- Mail it back to us and indicate the reason why on the return form

- A store credit refund will be made to your Lexi Lyla account.

- No cash refunds, no reimbursement of postage.

2) YOU WANT TO EXCHANGE FOR ANOTHER ITEM INSTEAD

We are unable to do a one-to-one exchange. However, you can...

- Mail it back to us 

- A store credit refund will be made to your Lexi Lyla account.

- You can use the store credit to purchase the other item you want.


3) ITEM DOES NOT FIT

- Mail it back to us and indicate the new size you want in the return from. 

- Singapore customers: we will exchange a new piece in your requested size, and send it back to you for free via normal mail. One time size exchange per item only.

- If you prefer us to send it back to you via registered mail, top-up of $4.00 is required. Please indicate this on your return form, and do a bank transfer to POSB Savings 028580690 or transfer to our Paypal account lexilyla@gmail.com.

- International customers: we will email you requesting payment of re-shipping fees before mailing the exchange back to you. We recommend mailing the exchange together with a new order for greater cost savings.

- If the item is free size only or the requested size is sold out, we are sorry we cannot complete the size exchange. A store credit refund will be made to your Lexi Lyla account instead.

- No cash refunds, no reimbursement of postage.

4) ITEM IS DEFECTIVE / WRONG COLOR / WRONG SIZE

We are very sorry! We always try to minimise such occurrences by striving to make sure our customers get their orders in perfect condition. However, human errors happen occasionally and we seek your kind understanding and patience on the matter.

- For defective items, please inform us beforehand and attach a photo of the defect. You may do so conveniently here via our Contact Us page. 

- Mail item back to us and indicate the fault on the return form.

- We will send you a brand new piece in the correct color/size. 

- If the item is out of stock, we will refund you fully in cash via your payment method.

- We will reimburse your postage cost for the return (courier services e.g. Ta-q-bin, Fedex are not covered)

5) ITEM IS SPOILT AFTER WASHING

- We are not liable for garment damage during washing.

- Please ensure proper laundry care by separating colors, use cool water and hand wash whenever possible. Delicate garments may require dry cleaning. Steaming is recommended. Iron on low heat.

6)  RETURNING AN ITEM BOUGHT AT PROMOTIONAL DISCOUNT

- Store credit / refund is equivalent to the value of item paid after the discount.

- Store credit / refund is subject to recalculation based on applicable promo code, if any, after return. 


For example:

There is a promotion of 10% discount storewide and 20% discount for purchases of $100+

You buy Item A $40 + Item B $60 = $100.

Final bill after 20% discount = $80.


You return item A and keep item B.

--> Revised order purchase (before discount) = $60 


As it is under $100, the 20% discount no longer applies. Only the 10% discount applies.

Revised final bill after 10% discount = $60 x 0.9 = $54

Amount to refund for Item A return = $80 (original payment) - $54 (revised bill) =
$26

Should you require any further assistance, please contact our customer care team via our Contact Us page.