Terms and Conditions

Lace & Favour is a trading name of Lace & Favour Ltd. Our trading address is,
Lace & Favour, Unit D1, Swallow Business Park, Diamond Drive, Lower Dicker, Hailsham, BN27 4EL, England

You can contact Lace & Favour by telephone, e-mail or post.
By telephone on +17177089399 Monday to Thursday 9AM to 5PM and Friday 9AM to 4PM
By email to [email protected]
By post in writing to: Lace & Favour, Unit D1, Swallow Business Park, Diamond Drive, Lower Dicker, Hailsham, BN27 4EL, England

Ordering

Orders may be placed online 24/7. If you have any trouble ordering online please email [email protected]

Order Confirmation

Lace & Favour will send you a confirmation of your order by email. If there are any problems with your order, we will advise you as soon as possible. If you change your mind after placing an order, please contact us and we can cancel or amend your order up until the time of dispatch. We are not however able to accept changes or cancelations of personalized or made to order items once they have been made. If you wish to cancel any made to order items we will need written confirmation via email within the 48 hours of your order being placed, after this date any made to order items cannot be canceled.

Pre Order Dates

Any pre-order dates stated on our website at the time of your order are an estimate given to us. The dates are based on information provided from our suppliers and are subject to change due to any unforeseen shipping delays that may incur which are out of our control. We do apologize for any delays that could incur but we will do our very best to dispatch your orders out as soon as possible. 

Methods of Payment

Lace & Favour accepts payments by PayPal, and all major debit and credit cards including American Express. For orders placed by telephone and any orders placed at our studio, additional methods of payment are accepted such as cash and BACS payments. If you wish to make a payment by BACS, please telephone for our bank details.

Returns & Refunds Policy

We hope that you will be delighted with everything you purchase from Lace & Favour. If for any reason you are not satisfied, you may return the item(s) for a refund within 30 days of receipt provided it is in its original, unused condition. We will issue a refund excluding the original delivery charge, or exchange the item for a different size/colour if requested. Please note that we are unable to accept returns of any made to order items, as these have been made to your certain specification. Please ensure you enclose the dispatch note in the parcel you are returning. The refund for the goods returned will be in the form of the original payment, either to the debit or credit card used or to your PayPal account. Our refunds and returns policy complies with the Distance Selling Regulations 2000, as published by the office of fair trading.

We strongly advise our customers to carefully inspect any item(s) delivered to ensure they are in perfect condition and suffer no defects. Any items that are defected should not be returned prior to us being informed. Any items that are returned and arrive to us defected will be considered defected by the customer and therefore cannot be liable for a refund.

By accepting our Terms and Conditions, you acknowledge that all orders are dispatched from our UK distribution center and that we do not provide prepaid return labels for returning your order. We do not provide prepaid return labels for orders shipped outside the UK.

Please note: Any items returned to us that are not in line with our terms and conditions may require subsequent carriage fees to be paid before the item is returned back to you. Also note that failure to make this payment will result in any items ordered to not be returned and therefore disposed of.

Terms and Conditions Relating to the Care and Return of Shoes

Every year we supply thousands of brides with their perfect wedding shoes, and we are happy to refund all shoes that meet our quality control standards upon return. Please be aware that every returned pair of shoes will be inspected.

To avoid any issues with refunds, we ask that all shoes are handled with the utmost care whilst trying on at home, as follows:-

Please ensure that when trying on the shoes, you do so on a clean carpeted area. Shoes tried on hard floor surfaces or outdoors are easily damaged. Shoes returned in a less than pristine condition will not be refunded.

The shoes must be returned in their original packaging, with all tissue and other protective packaging in tact. Please take care to return the shoes and all packaging which is considered to be part of the product, in the same condition they were received.

Please do not stick any form of tape or labels directly on the shoe box. Shoe boxes returned which have been written on, or defaced with labels or tape are not acceptable and will not be refunded. We accept that shoe boxes do sometimes get damaged in transit. In this instance, it will not affect your refund.

Pay particular attention to the care of satin shoes when trying on. Satin shoes are very easily marked by dirty hands, floors and feet. Satin shoes returned with toe marks, make up on straps, spillages, scuffs etc. will not be refunded.

Shoes returned with outer soles that are marked or pitted in any way, with sticky marks, pet hair etc. will not be refunded.

Please appreciate that any shoes you return are potentially another bride’s wedding shoes. 

Terms and Conditions Relating to the Care and Return of Veils

Please take the utmost care when trying on wedding veils, particularly floor length veils which are likely to drag on the floor when tried.

Veils returned for a refund which are not in perfect condition will not be refunded. Please be advised that all veils returned will undergo thorough inspection by our returns supervisor.

We reserve the right to decline refunds for any veils which are covered in pet hairs, carpet fibers, or human hairs. Veils returned in this condition will not meet our quality control standards for goods returned, and will not be refunded.

Any returned veils with make up marks, or any other dirty marks, snags, tears, with damage to beading edging or embellishment (where applicable) will not be refunded.

Please return your veil loosely folded, complete with any labels where applicable. We ask that every effort is made to avoid excessive creasing, ie. please do not return beautiful wedding veils screwed up in a ball!

It is not acceptable to swap or retain boxes from another brand where veils are ordered for choice. Veils which are delivered in a box, should be returned in the same manner, as the box packaging is considered part of that particular product.

Do avoid sticking returns labels, tape, and notes directly onto the veil boxes also, as this will permanently deface the box and will result in a refund being declined. We accept that occasionally veil boxes may be damaged in transit. This will not affect your refund.

Terms and Conditions Relating to the Care and Return of Dresses.

We are happy to refund Multi-way dresses where the color or fit is not suitable. All dresses which are returned in perfect condition will be refunded.

All dresses will be inspected upon return, and any dresses which do meet our quality control standards will not be refunded.

This includes -

Any dresses with marks or stains caused by deodorants.

Dresses with snags.

Dresses which have clearly been worn.

Dresses covered in pet/human hairs.

All Lace & Favour multi-way dresses are also supplied with a bandeau which must be returned with the dress to receive a refund.

Non-returnable items

Samples & Color Matching

We are very happy to supply color samples. Please email us with your full name and address and the item you are interested in, along with the colors you wish to see. We will then post these out to you free of charge.

Statutory Rights

If the goods are faulty, not what you ordered, or do not reach you in perfect condition, you are entitled to a full refund or replacement. Please return the goods with a description of the fault, together with any original box/packaging, where applicable. In these circumstances, Lace & Favour will reimburse the return delivery costs based on the original post and packaging charges, and will send a replacement if required, postage paid.

Products & Descriptions

Every care has been taken to ensure that details of our products and prices are correct. We do however reserve the right to (i) change prices if necessary and without prior notice (ii) to offer an alternative of the same quality and value, if for any reason an item be no longer available due to circumstances beyond our control. In this unlikely event, we will of course notify you immediately. Should we be unable to fulfill your order, or part of, we will not be liable for the failure to deliver those goods in question. This does not affect your statutory rights.