FAQ
Welcome to the FAQ section! Here you will find answers to the most frequently asked questions. If you need more information, feel free to contact us.
DELIVERY
Canada: Standard delivery costs $9.95. Delivery is offered free with any purchase of $99.00 and more before taxes. The Express delivery option at a cost of $15.95 is also available for most areas.
International : The delivery choice will be offered based on the solutions available for each country and according to the weight of the purchased item.
Canada: No additional fees will be charged for all orders shipped to Canada.
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 therefore be able to track your order.
International: Varies by area. The delivery times listed are only estimates and may vary by area.
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 get in touch with 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 containing a tracking number. You will 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 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 subscribe to our newsletter to receive all the information!
PICKUP
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 a 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 shake bar's opening hours.
RETURNS AND EXCHANGES
We invite you to carefully review our return/exchange policy to obtain all relevant and precise 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 required before the refund is visible on 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 section 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 fully created and developed here in our Amos facilities. We develop the models, determine the patterns, materials, fabrics, logos, colors, labels, and then we proceed to manufacturing in different locations around the world, according to our quality criteria and responsibly (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 conducted internally at our facilities.
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. A huge amount of work is done every day to create and develop unique, authentic, aesthetic, comfortable products that meet your expectations.
Products & Sizes
Hooders
How is the hooders worn?
First, insert the neck gaiter inside, then pull it over your head. Make sure the integrated neck gaiter fully covers your head, paying special attention to the back. You can also wear your balaclava as a simple neck gaiter or with the hood on your head.
Is it possible to wear my hooder 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 hooder?
Our balaclavas are equipped with two adjustable cords with sliding knots. To adjust the hood, simply slide the knots up the cords.
How to redo a 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.
- 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 firm when in place.
Each product has its own size guide, available on its page. Check 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 do I care for my clothing 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.
Sustainable commitment
What does "eco-friendly" mean at LIX?
This means that we use sustainable materials, reduce waste, and collaborate with partners who share our environmental and social values.
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 and supporting a Quebec brand 🌿
