General FAQ

Shipping Note

There may be additional duties, fees or taxes raised by the authorities in your country. You will need to take care of them yourself when receiving the shipment.

Do you ship to a PO box?

Yes, but only in the USA. Orders to PO boxes are sent out via USPS.

Shopping FAQ

Can I apply coupon during the promotional period?

During promotions, no added redeems can be used on already discounted products or sets.

Why is the TAX ID requested for South/Central American deliveries?

The Taxpayer Identification Number is a personal identifying number normally used for tax purposes.

When shipping a parcel to one of the countries listed below, the receiver is requested by the Customs office to provide his/her TAX ID.

If this information is not available, the package will be returned to the shipper.

To accelerate the delivery process and assure its success, we are asking you to provide this information together with your shipping address when completing your shopping experience.

If you do not possess a TAX ID in the Country where you want to receive your parcel, please provide a shipping address in an alternative country or contact customercare@lelohex.com for further support.

When shipping to the following countries it is mandatory to provide the TAX ID, which name varies according to the Country of residence, as listed:

Argentina -CUIT

Brazil - CPF

Bolivia - NIT

Chile - RUT

Colombia - RUT/NIT

Costa Rica - PIN/PFN

Ecuador - RUC

El Salvador - NIT

Guatemala - NIT

Honduras - RTN

Mexico - RFC

Nicaragua - RUC

Panama - RUC

Paraguay - RUC

Dominican Republic - RNC

Uruguay - RUT

Venezuela - RIF

Will my credit card details be stored?

To safeguard your security, LELO HEX does not store any credit card details. If you are not comfortable providing your credit card details online, please contact customercare@lelohex.com and we will provide you with an alternative method of payment.Online purchase transactions will be charged to your credit card at the time you submit your order. The transaction will however only be put through after we have verified your card details, received credit authorization and confirmed stock availability. You will be informed by email if we are unable to complete your order for any reason.

What payment methods are available?

LELO accepts the following forms of payment for online purchases:
Visa, Maestro, Mastercard, DK Paypal.

When will I receive my package?

Internet orders are usually shipped within 2 days of receiving an order. Most orders will be delivered within 5 days of shipment, but be aware that this can vary depending on country. You can always check the status of your order by logging in to your LELO HEX account and checking your order history. We regret that we cannot deliver to P.O. boxes.

LELO HEX uses reputable express services from DHL/UPS for most deliveries. Please note that we cannot ship to certain countries due to legal restrictions. If delivery problems arise, we will contact you by email or phone.

How much does it cost to ship to my country?

Shipping price is a set fee per order, independent of country of delivery, the number of products or their weight. This set fee is currently EUR 9.80 or USD 9.90, depending on the customer's location.

How do I track my order?

A delivery / order confirmation will be emailed to you as soon as your purchase has been verified. With this confirmation you will find an order number.

If you have any questions about the delivery of your purchase or need help tracking it, please contact customercare@lelohex.com, quoting your order number.

How to return or exchange my product?

If you are dissatisfied with any item, it may be returned unopened and unused within 14 days of receipt.
Please note:
•    We cannot accept returns or exchanges on items that have been opened.
•    Shipping charges will only be refunded in cases where our error caused the return.
•    Pre-authorization is required for all returns and exchanges.

We will not accept unopened returns from an alternate LELO retailer.

If upon receipt of your delivery you find that the box has been damaged, opened, or its contents are missing, please ensure that you take a photograph of the damaged packaging which should be emailed to us. If you are at home during the delivery write “Damaged/Opened/Missing content" and refuse the package when delivered by DHL/USPS.

If you are not 100% satisfied with your HEX purchase, you can return your order within 30 days after the original purchase date and get a full refund. In case you would like to return the product please keep in mind the product must not be used and must be returned in the state you received them and be returned in the original packaging.

Product FAQs

What's the shelf life of HEX™ ?

 5 years.

Does HEX™ contain spermicide?

No.

How much of the surface is covered by the HEX™ pattern?

The pattern covers 16.9% of the total condom.

How many hexagons are there in total on the condom?

A total of 350 hexagons cover each and every HEX™ condom.

Can I feel the texture?

Yes! When touching the condom you'll immediately notice the raised inner hexagonal pattern. But when you're using it, you'll be too focused on your partner. Condoms don't bring you pleasure, your partner does, and that's truer for HEX™ than any other condom, at least as far as our experience and testing suggests.

So the texture is on the inside of the condom?

Exactly! This is what makes HEX™ so special. This inner 'net' not only functions as a reinforcement structure, it enhances grip and sensation.

How safe is HEX™?

HEX not only meets but also succeeds all international safety standards. Furthermore, we electronically test each and every condom we ship to ensure the highest quality.

Is this the first graphene condom?

No, this condom is not made of graphene. It’s made out of all natural latex. Through our research, we realized that latex remains the most suitable and most natural material on the market, far superior to Poly-Urethane and Poly-Isoprene(unless you have a latex allergy). We we will keep pushing the boundaries of innovation and explore the graphene route as well as other materials but as things look now, a condom made out of graphene is something for a very distant future.

How thick and thin is HEX™?

The thickness of HEX™ varies slightly between 0.045mm and 0.055mm (0.0017-0.0021 inches).

What does HEX™ smell like?

No fragrance is actively added to the condom. The water-based lubricant has a naturally clean scent, though it's not perfumed as such. It remains perfectly body-safe.

How big is HEX™?

HEX™ Original is 54 mm in diameter and 180 mm long, which is the average condom size.
HEX™ Respect XL is 58 mm in diameter and 195 mm long.

Is HEX™ Vegan?

HEX™ condoms have no animal derivatives, and thus they are vegan friendly.