FAQs
(1) General Information
(1.1) Who is Lace and Beads
Founded in the heart of London, in 1976, and with its roots set deeply within the London fast fashion sector, Lace & Beads offers a versatile product with bespoke-esq fitting. New gorgeous styles are added daily, bringing the catwalk to your door within 24 hours.
COMPANY INFORMATION:
Lace & Beads Head Office
39 Great Portland Street
London
W1W 7JZ
VAT Registration Number: 220032441
Company Number 3657347
Returns Address;
Lace & Beads Return Office
76 Canterbury Road
Croydon,
CR0 3HA
United Kingdom
(1.2) How can I contact you?
You can contact us via our ‘contact us’ page or send us an email at customercare@laceandbeads.co.uk. We aim to get back to you within 48 hours.
(1.3) How do I search for styles on Lace & Beads?
You can search for specific styles or trends on our site. The search bar is located in the header of every page.
(1.4) I’ve forgotten my password, what should I do?
There is an option underneath the account login with an option for ‘forgot my password’. Alternatively you can email us on customercare@laceandbeads.co.uk to reset your password.
(1.5) I have a specific question about a product, what should I do?
Most of the information on the items are provided on the product page. If you still require specific information please get in touch with us via customercare@laceandbeads.co.uk
(2) Delivery
(2.1) What delivery options do you have?
We currently provide the below delivery options
UK - Standard Delivery (3-5 Days)
Europe - Standard (4-7 days)
North America - Standard (5-10 days)
ROW - Standard (6-12 days)
For more information on pricing please see our delivery policy.
All returns must be sent back on a tracked service so that we can access the tracking data if the item is misplaced. You may want to take out sufficient insurance in case the returned items are misplaced during transit.
(2.2) What countries do you ship to?
We ship worldwide
(2.3) Can you ship express to International Customers?
Unfortunately at present we do not offer express international shipping.
(2.4) Do you require a signature on delivery?
Our items will always be sent on a tracked service so that you can access where the parcel is along its journey. This does not always require a signature, however if we feel that the region we are shipping to does require a signature we may apply this. On occasion the courier company may deliver to a neighbour if it seems safe to do so & they will leave a card confirming this.
(2.5) Will I receive tracking information for my order?
Once an item has been shipped you will receive a dispatch confirmation email stating the tracking number and a link to track your parcel directly. Please be aware that the tracking number may take a few hours to update so don't worry if there is no progress immediately on the parcel tracking. If you have not received any tracking or dispatch confirmation emails please check your junk mail or alternatively email us on customercare@laceandbeads.co.uk with your name and order number.
(2.6) I’ve missed my delivery what happens now?
If you have missed your delivery, our courier may re-attempt to deliver one more time before keeping the parcel at your local sorting office. In the case that this happens, you will receive a postage card giving further information on what you can do next.
(2.7) How can I track my order?
There is no inbuilt tracking service available on our website are the moment, however you can use the couriers own website to track your parcel at any time. You will be provided with a tracking link on your dispatch confirmation email.
(2.8) According to the tracking details my item is delayed, why is this?
Due to severe weather or unforeseen circumstances orders may be held before they can be delivered. The delayed package is up to one day in hold. If this time is exceeded, it is recommended to get in touch with our customer care team via the ‘contact us’ section.
(3) Returns
(3.1) What is your returns policy?
For a full refund please send your item(s) back within 30 days, we do not accept exchanges. Any items sent back to us after this time will not be refunded. Only items sent back in their original condition including the original tag are eligible for a refund. Please also ensure you complete the returns form to ensure your refund is processed timely & accurately. We cannot be held accountable for returns sent back without a returns form or which do not contain a name/order number. If you have lost your order number simply email us at customercare@laceandbeads.co.uk with your full billing and shipping names and we will email this to you. Please note we cannot process returns according to a set date our aim is to process all refunds within 30 days of receipt.
(3.2) Do you offer any leniency for international customers who cannot get their items back within 30 days?
Of course, we understand it can be difficult for our international customers to get their returns back within the 30 day window. Therefore we always look into the tracking information to see when you would have received the item, and allocate a reasonable amount of time for the return.
(3.3) How will I know if I have been refunded?
Providing you used a valid email address when you placing your initial order, you should receive an email stating your refund amount once the refund has been processed.
(3.4) I’ve received an email saying I’ve been sent a refund but the money isn’t showing in my account yet, why is this & when will I receive my refund?
Once a refund is successfully processed an automated email will be sent confirming this, after the email is sent it usually takes around 3-5 working days for the money to go back into your account. If you haven’t received your refund after 5 days please let us know so we can contact our payments provider. Unfortunately we are unable to investigate if your refund hasn’t shown in less than this time (5 days). Please also ensure the card you initially paid on is still active and has not expired. If your card has expired or you’ve been sent a replacement we will be unable to process your automatic refund. In this event we will try and contact you via phone or email, to obtain the updated card details.
(3.5) What can I do if I receive a faulty item?
It is extremely rare that you should receive a faulty item from us, as our items our checked using the most stringent quality control methods. However we can appreciate there are times when this may occur (in transit for example). The best thing to do is at your earliest convenience complete the returns form, stating that the item is faulty as well as a brief explanation of the fault, then simply post it back to us for a refund.
(3.6) What is your returns address?
Our returns address is:
Lace & Beads Returns Office
76 Canterbury Road
Croydon,
CR0 3HA
United Kingdom
(3.7) How should I send my item back to you?
If the initial postage bag is re-usable most of our customers use this when sending items back to us, otherwise a mail bag, box or large envelope is absolutely fine. The packaging method is completely up to you as long as the packaging keeps the items safe and dry during its transit. With regards to the delivery service you choose, please note that this must be a tracked service. Things you may want to consider are: dependant on how long you have left for a return, the safest/most secure delivery service & the value of the contents. It is recommended to use Royal Mail and to retain your receipt from the post office, as proof of delivery. It is your responsibility to ensure the items you are returning get back to us & we cannot take responsibility for returned items that are misplaced during transit, nor will we look into lost items on your behalf.
(4) Orders
(4.1) Will the colour of my item match the item purchased previously?
Unfortunately, we cannot guaranty that the colours will match as colours tend to vary slightly from batch to batch. We would like to advise our customers if they intend to have all items with same colour, to purchase all at the same time.
(4.2) Can I make changes to my order?
Unfortunately, once you have placed your order it is not possible to amend any details, as our warehouse team will have already started processing your order. However, please do contact customercare@laceandbeads.co.uk to find out if any amendments can be made.
(4.3) Can I cancel my order?
We start processing your order as soon as we receive it. This means that once your order has been placed, you will be unable to cancel it. You may however wish to return the item as soon as your receive it.
(4.4) Can I apply a discount code after an order has been placed?
Unfortunately, once you have placed your order it is not possible to apply a discount.
(4.5) What Payment Methods do you accept?
Currently we take all major Credit, Debit cards and PayPal.
For any other queries that you may have please feel free to contact us via customercare@laceandbeads.co.uk