FAQ
Welcome to the LIX Design FAQ section! Here you will find answers to the most frequently asked questions. If you require further information, please do not hesitate to contact us.
About LIX Design
DELIVERY
Canada : Standard shipping costs $8.95. 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 delivery is offered at a cost of $8.95 CAD. The Express delivery option at a cost of $15.95 CAD is also available for most sectors.
International : The choice of delivery will be offered according to the solutions offered for each country and according to the weight of the item purchased.
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 after 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: Delivery time is between 3 to 5 working days following purchase for major centers. Allow 1 to 3 additional days for remote areas. A delivery time of between 10 and 15 working days is to be expected during promotional periods. Delivery times listed are an estimate only and may vary depending on the sector.
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 contact us by email at: info@lixdesign.ca. A member of our team will contact you as soon as possible.
When you place an order online, 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 which contains a tracking number. You will be able to follow 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 validate whether your package has been left there.
In the event that your package has been lost, please contact us by email at: info@lixdesign.ca so that a search query can be issued 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!
PICKUP
Is it possible to collect my order directly from the warehouse to avoid delivery costs.
It is entirely possible to choose warehouse pickup as a delivery method in order to avoid costs. However, your order will be left at Lux-Bar-à-Fouet-Thés, where you can collect it as soon as you receive the confirmation email. Pick-up takes place according to shake bar opening hours.
RETURNS AND EXCHANGES
We invite you to carefully consult our return/exchange policy to obtain all relevant and precise details regarding your request.
Once your package arrives at our warehouse, allow a processing time of 48 business hours.
Please note that it may take 2 to 5 business days for the refund to appear 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 opening a merchant account 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. Down to the smallest detail, we develop the models, determine the patterns, the material, the fabrics, logos, colors, labels and then we proceed to manufacturing in different locations in the world, according to our quality criteria and in a responsible manner (factories certified, humane working conditions). You will find the respective country of manufacture on each of the labels of our products.
The research, development and appropriate testing for our various items are carried out in-house at our premises.
The design and quality of each model is at the heart of the company.
LIX stands out for the quality and creativity of all its products. Enormous work is done every day in order to create and develop unique, authentic, aesthetic, comfortable products that meet your expectations.
Initially, we really wanted all of our products to be made in Quebec, or even in Canada. On the other hand, during our search for business partners, we realized that Canadian companies are either too small for full production (therefore already at full capacity) or were not taking full charge of the manufacturing of the product. In short, Quebec and Canadian manufacturers were unfortunately not suited to manufacturing a collection like ours.
Products & Sizes
Hooders
Comment se porte le hooders?
First, insert the neck gaiter inside, then put it on your head. Make sure the integrated neck gaiter covers your entire 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 hooder over my ski helmet?
Yes, it is entirely possible to wear your balaclava over your ski helmet... provided you have opted for the XL size. With this, even your helmet will look nice and warm!
How do I adjust my hooder?
Our balaclavas are equipped with two adjustable cords with sliding knots. To adjust the hood, simply slide the knots up the drawstrings.
How to fix an undone sliding knot?
- Create a loop: Form a loop with the end of the cord, leaving enough length to work with.
- Wrap the cord: Take the free end and wrap it around the main part of the cord (near the loop), making 1 turn.
- Put 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 but still stay firm when in place.
The item I want is out of stock. Will you be recommending any soon??
Each product has its own size guide, available on its page. Check it out for precise measurements and tips on finding 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 do I maintain my clothes and accessories?
We recommend following the specific instructions on each product label. In general, our items should be washed in cold water and air dried to extend their life.
Engagement durable
What does “eco-responsible” mean at LIX Design?
This means 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 returning your old LIX items.
Payments and Security
What payment methods do you accept?
We accept major credit cards (Visa, MasterCard, American Express), PayPal.
Is my payment information secure?
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 supporting an eco-responsible brand! 🌿
