Lexy London has built a loyal following for its handblock printed dresses, skirts, and tops, all handcrafted in India and designed with a strong focus on fit and comfort.
But before you add a colourful new dress to your basket, it helps to understand exactly how Lexy London returns work.
Sizing can run generous on some styles, and a small brand with limited stock means the returns process has a few quirks that are worth knowing about in advance.
This guide breaks down everything from the official policy to what real customers are saying about their experience.
Lexy London Returns at a Glance
Before diving into the details, here is the short version.
- Return window: 14 days from the date you receive your order
- Return method: Online only, through the official Lexy London returns portal
- UK return shipping: Not free. A flat £4.25 fee is deducted from your refund
- Exchanges within the UK: Free to process through the portal
- Condition required: Unused, unworn, with tags attached, and any original belt included
- Refund timing: Up to 7 days for quality inspection, then 7 to 10 working days to appear back on your card
- International returns: Customer pays for shipping, and taxes or duties are never refunded
Where to Start Your Lexy London Return
Lexy London handles every return through a dedicated online portal rather than by post-only instructions or email requests. You can access it directly at https://returnsportal.shop/lexy-london.
To begin, you will need your order number. Lexy London order numbers are a five-digit code preceded by a hash symbol, for example #12345. You can find this in your order confirmation email.
Once logged into the portal, you simply select the item you want to return, choose whether you want a refund or an exchange, and follow the prompts through to the end.
It is worth noting that the business address listed on the Lexy London website, at Worlds End Studios in Chelsea, is explicitly marked as not accepting returns.
Any item posted directly to that address rather than through the courier label generated in the portal risks going missing or being delayed, so always use the official portal process.
The 14 Day Return Window
Lexy London gives customers 14 days from the date of receipt to start and complete a return. This is tighter than many high street retailers, such as EVRI, some of which offer 28 or even 30 days, so it pays to try items on as soon as they arrive rather than letting a parcel sit unopened.
Importantly, the policy states that your return needs to physically reach Lexy London within that 14-day window to qualify for a refund, not simply be posted by day 14. If you are cutting it close, choose a tracked service and post your item with enough time to spare, particularly during busy periods when couriers can experience delays.
What Condition Your Return Needs to Be In
Lexy London asks that returned items are unused, unworn, folded, and still have their original tags attached. This is fairly standard for fashion retailers, but there is one detail that catches some customers out.
If the item you bought came with a belt, that belt must be included in your return. According to the official policy, returns that arrive without the accompanying belt will not be eligible for a refund or exchange.
Given that several Lexy London dresses feature tie belts or fabric sashes as part of the design, this is worth double-checking before you seal your return parcel.
Once your parcel arrives, Lexy London carries out a quality check that can take up to 7 days. Only after your return passes this inspection will the refund be processed.
UK Return Shipping Costs
Unlike some competitors in the same slow fashion or contemporary womenswear space, Lexy London does not offer free return shipping for standard refunds within the UK. A flat fee of £4.25 is deducted directly from your refund to cover the cost of the return label generated through the portal.
If you have already used a free exchange and then decide to return the exchanged item as well, the same £4.25 charge applies again and will be deducted from whatever refund or credit you are owed.
This puts Lexy London roughly in line with other independent British fashion labels. For comparison, similarly sized brands charge return fees in a similar range, generally between £3.95 and £4.99 for UK returns processed through a portal.
Exchanges Are Free Within the UK
If sizing is your only issue, rather than a change of heart about the item itself, exchanges are the better option financially. Lexy London does not charge a fee to process a UK exchange through the returns portal.
Once your original item is scanned as in transit back to Lexy London, your exchange order begins processing immediately.
It ships via Royal Mail 48 Tracked, and you will receive a shipping notification with tracking details once it is on its way.
This means you do not have to wait for the original item to be fully received and inspected before your replacement size or colour is dispatched, which speeds up the overall turnaround considerably.
Refund Timelines
Once your returned item has passed the quality review, which the policy states can take up to 7 days, the refund itself is processed and applied to your original payment method.
From there, Lexy London says to allow 7 to 10 working days, though this final stage is also subject to your own bank’s processing times.
Added together, a full refund cycle from the moment your parcel arrives back at Lexy London to the moment funds land in your account can realistically take two to three weeks.
Customers who need a fast turnaround, for example, ahead of a wedding or event, should factor this into their planning and consider an exchange instead if timing is tight.
Faulty or Incorrect Items
If your order arrives damaged, faulty, or is simply the wrong item, Lexy London asks that you report it immediately through the returns portal along with a photo of the issue.
The brand states it will review these cases quickly and aim to arrange either a replacement or a refund, depending on your preference.
There are a few important limits here.
- Lexy London will not take responsibility for items that are returned in a damaged condition if the fault was not reported beforehand.
- Normal wear and tear is not treated as a fault.
- The policy is also clear that customer-damaged or used items, including anything reported as missing from the return, will not be eligible for a refund or exchange. That said, the policy notes that your statutory consumer rights remain unaffected in these situations, which matters if a genuine dispute arises.
International Returns
Customers outside the UK need to arrange and pay for their own return shipping, and this must still be processed through the official returns portal by logging the return and selecting a courier.
Two details matter a great deal for anyone returning an item internationally.
First, taxes and duties paid on the original order are never refunded, regardless of why the item is being sent back.
Second, the outside of the return parcel and any accompanying paperwork must clearly state “BRITISH RETURN GOODS – CLOTHING”.
If this description is missing or unclear, customs may apply duty charges on the return itself, and Lexy London will deduct that amount from your merchandise refund.
Your original order number should also be used as the reference on the shipping label and invoice, since this is how the warehouse matches your return to your account.
Given these costs and risks, international customers should weigh sizing decisions particularly carefully before ordering, since a return that goes wrong on the customs paperwork can end up costing more than expected.
What Customers Are Saying
Independent review platforms paint a broadly positive picture of the Lexy London experience, with particular praise for the brand’s customer service and the feel of the fabrics.
On Trustpilot, one reviewer described a dress as needing to size down because the fit ran slightly generous, but noted that the exchange process itself was very quick.
Other reviews on the same platform focus on the quality of the fabric and repeat purchases rather than the returns process specifically, suggesting most customers do not run into major issues once they understand the portal and the 14-day window.
Testimonials published by Lexy London itself echo this, with long-time customers describing the customer service team as helpful and responsive when questions come up about fit or sizing before an order is even placed.
This lines up with the brand’s own guidance on its refund policy page, which actively encourages shoppers to reach out for sizing advice ahead of time rather than relying on returns to fix a fit issue after the fact.
There is not a large volume of public discussion specifically about the returns process on forums or social platforms, which itself is a reasonably good sign for a small, independent label.
Most social commentary around Lexy London, on channels like Instagram and TikTok where the brand is active, tends to focus on new collection drops and styling rather than complaints about refunds or exchanges.
Tips for a Smooth Lexy London Return
A few practical steps can help avoid the most common hiccups with Lexy London returns.
Check the size guide on the product page carefully before ordering, and contact the team directly if you are between sizes. The brand explicitly offers this kind of pre-purchase guidance, and using it can save you the £4.25 return fee entirely.
Keep all original tags attached and do not remove or wash the item until you are certain you are keeping it.
If your item includes a belt or tie, keep it with the garment until you are sure of your decision, since a missing belt alone can void your refund eligibility.
Start your return as soon as possible after receiving your order rather than waiting, since the 14 day window is based on when the item reaches Lexy London, not when you post it.
Choose the exchange option over a refund and reorder if you are simply after a different size, since exchanges are free while refunds carry the £4.25 shipping deduction.
For international orders, always mark the parcel clearly as “BRITISH RETURN GOODS – CLOTHING” and keep your order number visible on the label to avoid unexpected customs deductions.
Frequently Asked Questions
How long do I have to return an item to Lexy London? You have 14 days from the date you receive your order, and the return needs to physically arrive back at Lexy London within that window.
Does Lexy London offer free returns? No. UK returns carry a £4.25 shipping fee that is deducted from your refund. Exchanges, however, are free within the UK.
How do I start a Lexy London return? Through the official returns portal at returnsportal.shop/lexy-london, using your five digit order number.
What happens if I lose the belt that came with my dress? Your return will not be eligible for a refund or exchange without the original belt included, so it is worth keeping it safe until you are sure of your decision.
How long does a Lexy London refund take? Allow up to 7 days for quality inspection once your return is received, followed by 7 to 10 working days for the refund to reach your original payment method, depending on your bank.
Can I return a Lexy London order from outside the UK? Yes, but you will need to cover your own return shipping cost and Lexy London does not refund any taxes or duties paid on the original order.
Does Lexy London accept faulty item returns outside the normal window? Faulty or incorrect items should be reported immediately through the returns portal with a photo, and these are handled separately from standard returns. Statutory rights are not affected in these cases.
Final Thoughts
The Lexy London returns policy is straightforward once you know the key details, a 14 day window, a portal-only process, a modest £4.25 UK return fee, and free exchanges.
The most common pitfall is simply not knowing about the belt requirement or missing the return window because the countdown starts from delivery rather than from the day you post your parcel.
For international shoppers, the customs paperwork wording is the detail most likely to cause an unexpected deduction.
Given the brand’s emphasis on personal sizing advice and its generally positive reputation for customer service, most shoppers who reach out before ordering, or who lean on exchanges rather than refunds, tend to have a smooth experience overall.