FAQ

general inquiries

Product authenticity

Our store completely eliminates the sale and purchase of counterfeit products, and strives to maintain and ensure that the products sold on the platform are all genuine products and their sources are regular suppliers.

LEXY ® has been awarded the HKRMA Quality Online Store Certification and TRUST e-shop Trusted Online Store since 2020. We implement a strict supplier selection process to avoid counterfeit listings on the platform.

If the product you purchased is not as expected, we recommend that you submit a return request for the product and the LEXY customer service team will handle the query for you.

You can also contact the LEXY customer service team at any time so we can gain insight into this issue.

How to contact customer service?

If you have any inquiries, please contact us through real-time online customer service .

How to become a member?

You can register yourself in the member center of the website, and it will be completed in 30 seconds.

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complaint or feedback

Fill out the opinion form

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How do I unsubscribe from the newsletter?

You can unsubscribe the newsletter by clicking "Unsubscribe" at the bottom of the email.

Once you unsubscribe, you will not receive any discount promotional offers from this site.

payment inquiry

What payment methods do you support?

LEXY ® online shopping platform supports 15+ payment methods, you can enter the payment information page to view all of them.

Know the payment instructions

Can I use cash on delivery?

Yes, LEXY ® accepts SF Express cash on delivery.

Learn about SF Express Cash on Delivery

Why is my credit card not accepted?

Your credit card may not be accepted for any of the following reasons:

① The credit card has expired. Please check that your credit card is still valid.

② You may have reached your credit limit. Please contact your bank to check that you have not exceeded your authorized purchase limit.

③ You may have entered some information incorrectly. Please check whether the information filled in the required fields is correct.

If you still have any questions, please call your credit card center for inquiries.

Is it safe to trade in this store?

Our online payment processing system is provided by Shopify Payments, which supports different payment methods and provides customers with a better online shopping experience.

The Payment Card Industry Data Security Standard (PCI DSS) is a security standard that all organizations that process payment card payments must comply with.

Shopify is a Tier 1 highest-level PCI DSS approved payment service provider, strictly complying with all six PCI standards (applicable to online stores on the Shopify platform), including:

① Maintain network security

② Ensure cardholder data security

③ Maintain a good vulnerability management system

④ Implement access rights

⑤ Regularly monitor And test the network

⑥ Formulate website security policy

Stripe provides technical support for Shopify Payments, regularly updates security systems and programs, and adopts international 3D verification technology (3D Secure) to ensure customers Personal data and transaction data are fully secured.

Through Shopify Payments, customers can freely choose a variety of payment methods, providing a simpler, smoother and faster shopping experience.

What will appear on my credit card statement?

Please rest assured that the credit card statement will not show the order, but the merchant name will show "SP*LEXY".

Order Tracking

Can I pre-order items?

Yes, if there is a "Pre-Order Item" button on the product page, you can add the pre-order item to the shopping cart and complete the payment.

The pre-order time depends on the product and is usually displayed on the pre-order product page.

If you have any inquiries, please contact us through real-time online customer service .

How to check order history?

Non-account member:

You can check it from the "Order Confirmation Notification" email sent by our store.


Account members:

You can check the "Order Confirmation Notification" email sent by our store; or log on to the "My Account" page of our website to find past Order receipts and records.

How to change order information?

If you need to change the order information, please go to smart online customer service to process, and follow the steps to complete.

Click "Message Us" > "More Self-Service" > "Self-Update Order Information"

It is easy and fast, no need to wait.

How do I change my billing address?

Billing address cannot be changed once provided.

Shipping inquiry

Which countries and regions does shipping support?

Our store only supports delivery to Hong Kong and Macau for the time being, and other countries or regions do not yet support it.

How much is the order total for free shipping?

Free SF Express shipping fee in Hong Kong for purchases over HKD$300; ​​free SF Express delivery fee in Macau for purchases over HKD$350.
*Calculate after discount

Learn about shipping instructions

Does the online shopping platform have stores/self-pickup points?

This store is an online shopping platform, and there are no stores for the time being.
All packages are shipped by courier.

Learn about shipping instructions

Can I pick up the package same day?

Yes, if you want to receive the goods on the same day, you can choose the $90 "GOGODelivery / Lalamove same-day express home delivery service".

It is generally expected to be delivered in the afternoon to early evening.

*Closed orders at 4:00 pm from Monday to Saturday
*Public holidays and bad weather will receive on the next working day
*Remote areas may not be able to receive on the same day

Learn about shipping instructions

Does home delivery cover the whole of Hong Kong?

Our shop mainly uses the following courier logistics and distribution services:

- SF Eexpress
- GOGODelivery
- Lalamove

The above couriers all provide large Some home delivery services in Hong Kong, including Tung Chung, Ma Wan, Discovery Bay, the airport and outlying islands, but some remote areas (including but not limited to: Hok Tsui, Lung Kwu Tan, Sha Tau Kok, Frontier Closed Area, etc.) may not Can be delivered, or additional delivery time and shipping fees may be required.

Learn about shipping instructions

What SF Express self-pickup points are available?

Customers can choose any SF Express self-pickup point in Hong Kong to pick up the parcel. The following is the relevant address and information reference:

SF Express Station
SF Express Smart Cabinet
SF Express Cooperation Points
SF Express Business Points

※ All are subject to the real-time situation of SF Express

Will the waybill information be kept confidential?

In order to respond to environmental protection, our store will only provide electronic receipts for all orders.

Products will be provided with "Secret Packaging Service" and carefully packaged to minimize the possibility of damage during delivery, while protecting customer privacy and minimizing the risks encountered during delivery.

✓ Packed in plain cartons or SF bags
✓ Confidential waybill information
✓ Privacy protection, no physical orders


Understand Shipping Instructions

What is the difference between confidential packaging and double confidential packaging?

Confidential packaging:
✓ Packed in plain cartons or SF bags
✓ Privacy protection, no physical orders
✓ Confidential waybill information, only daily necessities/clothes are marked

Double Confidential Packaging:
✓ Packed in plain cartons or SF bags
✓ Wrap the product in opaque paper and put it in a carton or SF bag.
✓ Privacy protection, no physical order
✓ Confidential waybill information, only daily necessities/clothes are marked

Know the shipping instructions

How long does it take to ship after placing an order?

Orders who choose SF Express service:

Cut-off time: Monday to Saturday at 6:00 pm
(※ Except public holidays and bad weather)

All products in stock in this store Usually shipped to SF Express within 1 working day.

According to SF Express official information, the delivery time is estimated to be 1-2 working days. When the package arrives at the self-pickup point, SF Express will send a SMS notification to the recipient, and you can pick up the package according to the instructions at that time.

※The delivery time of SF Express may be adjusted due to actual conditions such as smart cabinet inventory, bad weather, and public holidays.

Learn about shipping instructions

Why does SF's tracking code still not show the status of the waybill after I receive the shipping notification email?

SF Express system update takes time, please wait patiently and check again later.