FAQ
Welcome to the FAQ section of LIX Design! Here you will find answers to the most frequently asked questions. If you need more information, feel free to contact us.
About LIX Design
DELIVERY
Canada : Standard shipping costs $9.95. Shipping is free on all purchases of $99.00 and over before taxes. The Express shipping option at a cost of $15.95 is also available for most areas.
United States : Standard shipping is offered at a cost of $9.95 CAD. The Express shipping option at a cost of $15.95 CAD is also available for most areas.
International : The delivery choice will be offered according to the solutions available for each country and based on the weight of the purchased item.
Canada : No additional fees will be charged for all orders shipped to Canada.
United States and International: We are not responsible for customs fees or other charges imposed by the respective authorities of each country. These fees will be the responsibility of the buyer.
Canada: Delivery times range from 2 to 3 business days following the purchase for major centers. Allow an additional 1 to 3 days for remote areas. A delivery time of 10 to 15 business days should be expected during promotional periods. A tracking number is associated with each order. You will be able to track your order.
United States : The delivery time is between 3 to 5 business days following the purchase for major centers. Allow an additional 1 to 3 days for remote areas. A delivery time of 10 to 15 business days should be expected during promotional periods. The delivery times stated are estimates only and may vary by region.
International: Varies by sector. The delivery times listed are estimates only and may vary by sector.
When you make a mistake in your address, it is important to contact us quickly. You can reach us by email at: info@lixdesign.ca. A member of our team will contact you as soon as possible.
When you place an online order, you will receive an automatic purchase confirmation email with your unique order number. Subsequently, when your order is processed at the warehouse, you will receive a second email containing a tracking number. You will then be able to track the delivery status of your package as soon as it is scanned by the carrier.
"We invite you to contact the post office serving your area to confirm if your package has been dropped off there."
In the event that your package has been lost, please contact us by email at: info@lixdesign.ca so that a search request can be made to Canada Post.
WAREHOUSE
Unfortunately, we are unable to welcome you to our warehouse, as it is exclusively dedicated to storing our inventory and managing orders. However, we organize warehouse openings at certain times of the year. To not miss anything, follow us on Instagram @lixdesign or sign up for our newsletter to receive all the information!
COLLECTION
Is it possible to pick up my order directly at the warehouse to avoid delivery fees?
It is entirely possible to choose warehouse pickup as the delivery method to avoid fees. However, your order will be dropped off at the Lux-Bar-à-Fouet-Thés, where you can pick it up as soon as you receive the confirmation email. Pickup is done according to the opening hours of the shake bar.
RETURNS AND EXCHANGES
We invite you to carefully review our return/exchange policy to obtain all relevant and accurate details regarding your request.
Once your package arrives at our warehouse, please allow a processing time of 48 business hours.
Please note that a delay of 2 to 5 business days may be necessary before the refund is visible in your account, depending on your financial institution.
Since all items purchased during promotional periods are final sale, a refund is not possible.
POINTS OF SALE
You must first go to the merchant account opening and fill out the form. Your request will be forwarded to our brand representative, who will contact you as soon as possible.
PRODUCTION
All our products are entirely created and developed by our team of designers. In every detail, we design the models, determine the patterns, materials, fabrics, logos, colors, labels, and then we proceed with manufacturing in different locations around the world, according to our quality standards and in a responsible manner (certified factories, humane working conditions). You will find the respective country of manufacture on each of our product labels.
Research, development, and appropriate testing for our various items are carried out internally at our facilities.
The design and quality of each model are at the heart of the company.
LIX stands out for the quality and creativity of all its products. An enormous amount of work is done every day with the aim of creating and developing unique, authentic, aesthetic, comfortable products that meet your expectations.
Initially, we really wanted all our products to be made in Quebec, or even in Canada. However, during our search for business partners, we realized that Canadian companies are either too small for full production (thus already at full capacity) or did not take on the complete manufacturing of the product. In short, Quebec and Canadian manufacturers were unfortunately not suited for the production of a collection like ours.
Products & Sizes
Hooders
How is the hooders doing?
First, insert the neck warmer inside, then pull it over your head. Make sure the integrated neck warmer fully covers your head, paying particular attention to the back. You can wear your balaclava either as a simple neck warmer or with the hood over your head.
Is it possible to wear my hoodie over my ski helmet?
Yes, it is quite possible to wear your balaclava over your ski helmet... as long as you opted for size XL. With that, even your helmet will look nice and warm!
How do I adjust my hood?
Our mountain pass jackets are equipped with two adjustable cords with sliding knots. To adjust the hood, simply slide the knots up the cords.
How to redo a slipped knot that has come undone?
- Create a loop: Form a loop with the end of the cord, leaving a sufficient length to work.
- Wrap the cord: Take the free end and wrap it around the main part of the cord (near the loop), making 1 turn.
- Pass through the loop: Pass the free end through the loop you created at the beginning.
- Tighten the knot: Pull on both ends of the cord to tighten the knot. Adjust the tension so that the knot can slide while remaining secure when in place.
Each product has its own size guide, available on its page. Consult it for accurate measurements and tips to find your ideal size.
Are your products unisex?
Yes, most of our clothing and accessories are designed to be worn by everyone, regardless of gender.
How to care for my clothes and accessories?
We recommend following the specific instructions indicated on the label of each product. In general, our items should be washed in cold water and air-dried to extend their lifespan.
Engagement durable
What does "eco-responsible" mean at LIX Design?
This means that we use sustainable materials, reduce waste, and collaborate with partners who share our environmental and social values.
What are you doing to limit environmental impact?
In addition to creating sustainable products, we limit unnecessary packaging and offer recycling solutions for our customers, such as the return of your old LIX items.
Payments and security
We accept major credit cards (Visa, MasterCard, American Express), PayPal.
Yes! We use advanced encryption technologies to ensure the security of your personal data and payments.
Other questions
Can I buy a gift card?
Absolutely! Our digital gift cards are available on the site and can be used for any product.
How can I contact you?
You can write to us via our contact form, or send us an email at info@lixdesign.ca. We strive to respond within 48 business hours.
Thank you for being part of our community of adventurers and for supporting an eco-friendly brand! 🌿
