RETURNS & EXCHANGES

 

Can I return my order?

Yes, our policy allows customers to return their goods 14 days from receipt date.

Once we receive your item back you will be issued a refund if the item you purchased was full price.

 

You will only get a gift voucher for SALE or discounted items, these will always have SALE written next to the price. MADE TO ORDER & BESPOKE items are strictly non returnable as these are made after the order is placed especially for the customer.

Delivery charges are non refundable.

Some sale items are strictly non returnable and non exchangeable. This will be mentioned in the description of the item and these sale items are final sale! 

I like my items but bought the wrong size

We do not offer exchanges. Items that do not fit must be returned, money will be refunded or credited onto a gift voucher and the customer can repurchase the right size.

Please note we don’t allow the purchase of multiple sizes, so orders with the same item in different sizes will have one of the items automatically refunded.

How can I return an item?

To return an item please send us an email and we will provide the returns address. Your item needs to reach us within 14 days of receiving along with the form you received in your package. We start counting from the day your item was delivered.

If there was no form in your package please put your name and/or order number on a piece of paper inside the parcel. 

Please contact us via email to get the returns address. 


PLEASE DO NOT SEND YOUR ITEMS ON THE ADDRESS MENTIONED ON THE POSTAGE LABEL, this is for Royal Mail use only! 

Make sure you send your packages back to us with a tracked service because if it gets lost in the mail we are not held responsible and you need to deal directly with the parcel delivery company to get compensation from them.

To be eligible for a return, your item must be unused and in the same condition that you received it. Any item not in its original condition, is damaged or missing parts for reasons not due to our error.

It must also be in the original packaging. Items who's packaging has been destroyed or missing will not be accepted back.

What cannot be returned?

Several types of goods are exempt from being returned such as bikinis and tights due to hygienic reasons. Sunglasses are also non returnable due to the ongoing Covid situation.

Also, items that have Final sale/ Non returnable in their description are strictly non returnable. 

When are returns not accepted?

There are certain situations where refunds are not accepted:

-Any item that is returned more than 14 days after receipt - this is VERY strict and no exceptions made!
-Clothes have traces of makeup, perfume and/or fake tan
-Clothes appear to have been worn or washed 
-Clothes do not come in their original packaging 
-Tights and Bikinis
Returns must be packaged in a proper manner and the items must look the same way they looked when they were sent out. Most of our items are hand made and must be treated with care when packaged. Any items that are not up to standard to be sent out to another customer will not be accepted back and sent back to the customer without notice. 

If you are returning the boho trousers please make sure they are clean and there’s nothing attached to them I.e hairs otherwise they won’t be accepted back.

Some dresses come with a the security ribbon tag attached, removing the ribbon will make the item unreturnable. 

 

What happens if my return is not accepted?

If your refund is not accepted we will contact you via e-mail. Customer is expected to pay for the shipping fee to receive item back, this is usually GBP4. If customer will not settle the fee to be posted back within a month of us being in touch we will dispose of the item.

 

Do you offer free returns?

Unfortunately at this time we do not offer free returns and the fee must be paid by the customer. You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.


Late or missing returns 

If you haven’t received your gift voucher please contact us at contact@laceandbow.com.

 

Faulty items


Faulty items must be notified to us within 48 hours of receiving them. After the 48 hours have passed we cannot be of any help.

We will ask customer to prove an item was faulty when they bought it if they ask for a repair or replacement after 6 months. If they cannot prove this we cannot be held accountable.

Faulty items must be accompanied by their original packaging when claiming. Failure to have original packaging means the faulty item cannot be accepted back and no refund/ exchange will be given.

Fulty items must be returned in a brand new condition, worn items will not be accepted back. 


Please note once an order has been placed it cannot be cancelled under no circumstances. 

Please note some of our items are delivered from abroad. It is the customers responsibility to make sure they enter the correct delivery address and are at the property to receive the item when it arrives. If the item cannot be delivered and it is a mistake on our behalf we are more than happy to fully refund our customers, but if the mistake is done by the customers it is their responsibility to deal with Royal Mail and seek compensation. Please try not to move houses while expecting your orders.