Order and delivery
How can I track my order ?
To track your order, we invite you to log to your customer account (https://www.lexception.com/en/account) then click on "see more details". You will then see an order summary and a link with the tracking of this order delivery. If the order is delivered by Colissimo, you can track directly your order from the customer acocunt, otherwise, you can use the tracking number to get an update on your delivery.
If your order is still labelled as "order in preparation" in your account after more than 3 days without receiving any notice from our customer service (you can find an estimated time of arrival in the order confirmation email), we advise you to contact us at the address serviceclient@lexception.zendesk.com, joining in the reference from the order.
If your order is still labelled as "order in preparation" in your account after more than 3 days without receiving any notice from our customer service (you can find an estimated time of arrival in the order confirmation email), we advise you to contact us at the address serviceclient@lexception.zendesk.com, joining in the reference from the order.
When can I expect to receice my order ?
When validating your order, an indicative delivery time will always be confirmed. This takes into account the storage of the items in your basket as well as the delivery method chosen.
I need a product urgently, can you help ?
The usual delays of the site are calculated according to our storage and logistics constraints. However, we can speed up deliveries if conditions permit for any emergency (gift of departure, birthday, etc ...). For this, contact our customer service as soon as possible: serviceclient@lexception.zendesk.com, we will do our best to help you as best as possible.
What should I do if there is a product missing from my order ?
Sometimes your delivery can be shipped on a different parcel for logistics reasons. We advise you to check your email of confirmation shipping which specified if your order will be shipped separately or not. If your order has been shipped with different parcels, the delivery order will indicate each items there is in.
If an item is still missing after the delivery, we advise you to contact our client service at the address serviceclient@lexception.zendesk.com.
If an item is still missing after the delivery, we advise you to contact our client service at the address serviceclient@lexception.zendesk.com.
What should I do if the product received is different from the one I ordered ?
Logistic errors can unfortunately happen even if these cases are very rare. In this case, we invite you to contact us as soon as possible by directly recording the return of the article from your customer area.
You can then choose the indication "I have a problem with this product" when saving your return and specify in the drop-down menu if the error concerns the size sent or the reference of the article. If you received a wrong item, provide a description of the item you received in error and the name of the expected item in the comments field when you save the return of the item. We also invite you to send a picture of the product to our customer service : serviceclient@lexception.com. Accurate identification of the product received will help us understand the problem more quickly.
If you finally want to opt for a bank reimbursement, we invite you to specify it in the comment field as well.
Our customer service will get back to you as soon as possible, once we have read your request and we will be assured of the availability of the item initially ordered
You can then choose the indication "I have a problem with this product" when saving your return and specify in the drop-down menu if the error concerns the size sent or the reference of the article. If you received a wrong item, provide a description of the item you received in error and the name of the expected item in the comments field when you save the return of the item. We also invite you to send a picture of the product to our customer service : serviceclient@lexception.com. Accurate identification of the product received will help us understand the problem more quickly.
If you finally want to opt for a bank reimbursement, we invite you to specify it in the comment field as well.
Our customer service will get back to you as soon as possible, once we have read your request and we will be assured of the availability of the item initially ordered
Why is the delivery at pick up not available for my order ?
Unfortunately, our experience feedback has shown that there are many problems with Pickup delivery for parcels with a high value: parcels opened and then re-closed, spoiled of their contents or given to the wrong person.
In view of this deterioration in the quality of the Pickup service, we have decided to no longer deliver in Pickup store for orders over 800€. Thank you for your understanding.
In view of this deterioration in the quality of the Pickup service, we have decided to no longer deliver in Pickup store for orders over 800€. Thank you for your understanding.
Is it possible to modify or cancel an order ?
We are not able to add an item to an order already made, it is better in this case to place a new order.
If you wish to cancel or modify your order, we invite you to contact our customer service as soon as possible. Depending on the state of preparation of your order, however, we can not guarantee that your request will be taken into account, so we invite you to pay attention to the delivery address entered.
Be nevertheless reassured on the fact that the returns are possible within 14 days as from the reception of the parcel and free from metropolitan France if you wish to cancel the order.
If you wish to cancel or modify your order, we invite you to contact our customer service as soon as possible. Depending on the state of preparation of your order, however, we can not guarantee that your request will be taken into account, so we invite you to pay attention to the delivery address entered.
Be nevertheless reassured on the fact that the returns are possible within 14 days as from the reception of the parcel and free from metropolitan France if you wish to cancel the order.
I didn't get the confirmation email for my order.
We invite you to check the spam / unwanted section of your mailbox. The email can also be registered in the commercial inbox. If the email does not appear, you can log into your customer account (https://www.lexception.com/en/account) to check if your order has been validated and the email address entered is correct.
If your problem persists, consult our customer service who will be able to give you more details.
If your problem persists, consult our customer service who will be able to give you more details.
