Returns & Exchanges
We hope you will be delighted with everything you purchase from Lace & Favour. We understand, however, that an item may not always be suitable.
This page explains how we handle returns, exchanges, faulty goods and incorrect items for UK and international customers.
Please read this information carefully before returning any goods to us.
For clarity, our voluntary change-of-mind returns policy is separate from your statutory rights relating to faulty, damaged, incorrect, misdescribed or otherwise non-conforming goods.
Nothing on this page excludes, restricts or affects any statutory right or remedy that cannot lawfully be excluded or restricted.
START YOUR RETURN
To begin your return, please select the appropriate option below.
UK CUSTOMERS
UK customers can create and manage their return through our online returns system.
Please ensure that your return is created using the correct order details and follow the instructions provided through the returns system.
Where our prepaid UK return service is used for a standard change-of-mind refund, a £3.50 return-label charge will be deducted from your refund.
This deduction does not apply where Lace & Favour is legally responsible for reasonable return costs relating to faulty, incorrect or otherwise non-conforming goods.
INTERNATIONAL CUSTOMERS
International customers should create their return through our dedicated international returns portal.
[CREATE AN INTERNATIONAL RETURN]
Please follow the instructions provided through the international returns portal carefully, including any requirements relating to return labels, customs declarations and return documentation.
International customers are responsible for the cost of a standard change-of-mind return unless otherwise confirmed by Lace & Favour or required by applicable law.
International exchanges are not available under our standard voluntary exchange service. If you require a different size, colour or alternative item, please return the eligible item for a refund and place a separate new order.
BEFORE STARTING YOUR RETURN
Please ensure that you have read the relevant information below before returning any goods.
Under our extended voluntary 30-day change-of-mind returns policy, eligible goods must be physically received back by Lace & Favour within 30 days of the date on which you received your order.
Creating a return request, generating a return label, notifying us of your intention to return or posting the parcel within 30 days does not, by itself, satisfy our extended voluntary 30-day returns policy. The goods must physically arrive back with us within the applicable 30-day period.
Please also check that your item is eligible for return and meets the required return-condition standards set out below.
If you believe an item is faulty, damaged, incorrect or otherwise non-conforming, please do not create a standard change-of-mind return without first contacting us at sales@laceandfavour.com.
DETAILED RETURNS & EXCHANGES POLICY
1. OUR 30-DAY RETURNS POLICY
In addition to any applicable statutory rights, Lace & Favour offers an extended voluntary 30-day change-of-mind returns policy on eligible items.
If you decide that an eligible item is unsuitable, you may return it for a refund provided that it meets the conditions of our returns policy and is physically received back by Lace & Favour within 30 days of the date on which you received your order.
For the avoidance of doubt, merely creating or registering a return request within 30 days is not sufficient under our extended voluntary returns policy.
Generating a return label within 30 days is not sufficient.
Notifying us of your intention to return an item within 30 days is not sufficient.
Posting or handing the parcel to a return carrier within 30 days does not, by itself, satisfy our extended voluntary returns policy.
The returned goods must physically arrive back with Lace & Favour within the 30-day period.
We strongly recommend allowing sufficient time for return delivery and retaining proof of postage until your return has been fully processed and resolved.
This 30-day physical-receipt requirement applies to our extended voluntary returns policy. It does not reduce or replace any separate statutory cancellation rights or statutory rights relating to faulty or non-conforming goods.
2. CONDITION OF RETURNED ITEMS
To qualify for a refund under our extended voluntary change-of-mind returns policy, goods must be returned in an acceptable condition.
Items must be unused, unwashed and unaltered. They may only be tried on indoors to the extent reasonably necessary to assess their size, fit and suitability.
Returned goods must be free from marks, stains, odours, make-up, deodorant, fake tan, pet hair, excessive human hair, dirt, snags, pulls, tears, scuffs and other customer-caused damage or contamination.
All supplied components and accessories must be returned with the item. Relevant tags must remain attached where applicable, and original product packaging must also be returned where that packaging forms part of the product.
All returned goods are inspected before a refund or exchange is approved.
Where a return is made solely under our extended voluntary returns policy and the item does not meet the conditions of that policy, we may refuse the voluntary refund or exchange.
Where applicable law provides otherwise, your statutory rights remain unaffected.
3. UK RETURNS
UK customers wishing to return an eligible item should first create their return through our online returns system.
Once your return request has been completed, please follow the return instructions provided.
Where requested, please enclose your dispatch note or sufficient order information inside the parcel so that we can identify and process your return correctly.
Goods must be packaged securely and appropriately for return transit.
You may use our prepaid Royal Mail return service where available. If our prepaid return label is used for a standard change-of-mind refund, a £3.50 return-label charge will be deducted from your refund.
The £3.50 deduction does not apply where we are legally responsible for reasonable return costs relating to faulty, incorrect or otherwise non-conforming goods.
Please obtain proof of postage and retain it until your return has been fully processed.
4. USING OUR PREPAID UK RETURN LABEL
Where our prepaid Royal Mail return service is available, you should create your return through our online returns system and then follow the instructions provided to generate your return label.
The return label must be attached securely to the outer parcel.
Return labels, adhesive tape and writing must not be attached directly to shoe boxes, veil boxes, presentation boxes or other product packaging.
Once your parcel has been handed over for return, please obtain proof of postage.
Proof of postage should be retained until your refund or exchange has been fully completed.
For standard change-of-mind refunds, use of our prepaid return label is subject to the £3.50 deduction explained above.
5. RETURNING AN ITEM USING YOUR OWN CARRIER
Where permitted, you may choose to return eligible goods using your own carrier rather than our prepaid return service.
If you arrange your own return, you are responsible for selecting an appropriate delivery service and ensuring that the parcel reaches us within the applicable timeframe.
We strongly recommend using a tracked or recorded service and retaining proof of postage and tracking information.
For returns made under our extended voluntary 30-day policy, the goods must still be physically received by Lace & Favour within 30 days of the date on which you received your order.
Lace & Favour cannot accept responsibility for a customer-arranged return that is lost, delayed, misdirected or damaged in transit, except where the law provides otherwise.
6. OUR RETURNS ADDRESS
Unless you have been provided with different return instructions, returns should be sent to:
Lace & Favour
Unit D1, Swallow Business Park
Diamond Drive
Lower Dicker
Hailsham
BN27 4EL
United Kingdom
Please ensure that your parcel is securely packaged and contains sufficient information for us to identify your order.
7. REFUND PROCESSING TIMES
Once your return has physically arrived with us, it will be checked and processed by our returns team.
We aim to process eligible refunds within 10 working days from the date the return is recorded as received by our returns team.
During particularly busy periods, processing times may vary, but any statutory refund will be processed within the timeframe required by applicable law.
Approved refunds will be made to the original payment method used for the purchase.
Once we have processed a refund, your bank, card issuer or payment provider may require additional time before the funds appear in your account.
We do not control banking or payment-provider processing times after a refund has been issued by us.
8. ORIGINAL DELIVERY CHARGES
Under our extended voluntary 30-day change-of-mind returns policy, original delivery charges are not ordinarily refunded.
This does not affect any statutory entitlement to reimbursement of standard outbound delivery charges where a customer validly exercises an applicable statutory cancellation right.
Where a premium or enhanced delivery service was selected, any statutory reimbursement may be limited to the cost of the least expensive standard delivery option offered by us where permitted by law.
Different rules may apply where goods are faulty, incorrect or otherwise non-conforming.
9. EXCHANGES
We offer exchanges to eligible UK customers where the requested replacement is the same product in a different available size or colour.
Exchanges are subject to stock availability, product eligibility, the condition of the returned goods and the requirements of the applicable returns policy.
The original item must be returned in an acceptable condition and, where the exchange is requested under our extended voluntary 30-day policy, must be physically received back by Lace & Favour within 30 days of the date on which you received your order.
An exchange request does not reserve or guarantee replacement stock.
The replacement item is not guaranteed until it has been allocated or dispatched.
Where the requested size or colour is unavailable, we may contact you to discuss the available options.
Our standard voluntary exchange service is available to UK customers only.
International customers should return eligible goods for a refund and place a new order for the alternative item, size or colour required.
Nothing in this section affects any statutory remedy that may apply to faulty, incorrect or otherwise non-conforming goods.
10. INTERNATIONAL RETURNS
International customers may return eligible items in accordance with the applicable returns policy and return instructions provided by Lace & Favour.
International returns must be securely packaged and sent using an appropriate return service.
Where a dedicated international returns portal or authorised return method is available, customers should follow the instructions provided through that service.
Unless otherwise confirmed by us, international customers are responsible for the cost of a standard change-of-mind return.
For returns made under our extended voluntary 30-day policy, eligible goods must be physically received back by Lace & Favour within 30 days of the date on which you received your order.
International customers should allow sufficient time for international transit and customs processing.
International exchanges are not offered under our standard voluntary exchange service. If you require a different size, colour or alternative item, please return the eligible item for a refund and place a separate new order.
This does not affect statutory rights or any rights that cannot lawfully be excluded or restricted.
11. INTERNATIONAL CUSTOMS DECLARATIONS
International return parcels must be clearly and accurately declared as returned goods where appropriate.
Customers should follow the customs and return instructions provided by Lace & Favour or by our authorised international returns service.
Failure to correctly declare a parcel as a return may result in import duties, taxes, customs charges, clearance fees or other costs being imposed when the goods re-enter the United Kingdom.
Where such charges arise because a customer has failed to follow the provided return or customs instructions, we reserve the right, where legally permitted, to deduct reasonable charges from any refund due.
We are not responsible for avoidable customs charges caused by incorrect or incomplete declarations made by the customer or their chosen carrier, except where the law provides otherwise.
12. CHANGE-OF-MIND RETURNS AND FAULTY GOODS ARE DIFFERENT
A change-of-mind return concerns an item that is not alleged to be faulty but which you no longer wish to keep. This may include circumstances where the size, colour or style is unsuitable or where the item is simply no longer required.
A faulty-goods claim concerns goods alleged to be faulty, damaged, incorrect, misdescribed or otherwise not in conformity with the contract.
Different rules, procedures and remedies may apply.
Our voluntary 30-day returns policy does not exclude, restrict or replace statutory rights relating to faulty or non-conforming goods.
13. FAULTY, DAMAGED OR INCORRECT ITEMS
If you believe you have received a faulty, damaged, incorrect or otherwise non-conforming item, please contact us before returning it.
Please email sales@laceandfavour.com with your order number, a clear description of the issue and photographs showing the problem.
We may also request photographs of the complete item, both shoes where footwear is involved, product codes, labels, packaging or other information reasonably required to investigate the matter.
Please do not return an allegedly faulty or incorrect item without first contacting us unless we have expressly instructed you to do so.
Returning an item without first notifying us may delay our ability to investigate and resolve the matter.
14. PLEASE INSPECT YOUR ORDER PROMPTLY
We strongly advise all customers to inspect their order carefully and promptly upon receipt.
Please check that the correct product, size and colour have been supplied and inspect the item’s visible condition.
Where relevant, please also check embellishments, straps, fastenings, heels, soles, stitching, packaging and any other readily apparent features.
Prompt inspection is particularly important for wedding and occasion products intended for use on a fixed date.
We strongly recommend that items are checked well in advance of a wedding, ceremony, holiday or other important event.
15. REPORTING VISIBLE ISSUES
We ask customers to report any visible fault, visible damage, obvious defect, incorrect item or delivery discrepancy within 48 hours of receipt wherever reasonably possible.
Prompt reporting allows us to investigate while evidence remains current and available.
Where an issue is immediately visible, a significant delay in reporting may affect our ability to determine when, where or how the issue arose and may be taken into account when assessing the evidence and circumstances of the claim.
For the avoidance of doubt, our request that visible issues are reported within 48 hours does not exclude or restrict statutory rights relating to faulty or non-conforming goods.
16. INSPECTION AND ASSESSMENT OF ALLEGED FAULTS
Where a fault is alleged, we reserve the right, where reasonable and lawful, to inspect and assess the goods before accepting liability or determining the appropriate remedy.
Depending on the circumstances, we may require the goods to be returned or otherwise made available for inspection.
We may consider the nature of the alleged issue, the condition of the goods, the time that has passed since delivery, whether the issue is visible or latent, whether and how the goods have been used, whether care instructions were followed, and whether there are signs of accidental damage, misuse, external force, wear and tear, alteration, third-party work or unsuitable storage.
We may also consider photographs, physical inspection findings, supplier or manufacturer information and any other relevant evidence.
Any assessment will be carried out subject to applicable consumer law, including any statutory rules concerning the burden of proof.
An allegation that an item is faulty does not, by itself, determine the cause of the issue or the remedy due. Each claim will be considered on its individual facts and in accordance with applicable law.
17. RETURN COSTS FOR FAULTY OR INCORRECT GOODS
Where goods are established to be faulty, incorrect or otherwise non-conforming and Lace & Favour is legally responsible for reasonable return costs, we will bear those costs as required by law.
Please contact us before arranging your own return so that we can provide or authorise an appropriate return method.
Where a reasonable return method has been provided or authorised by us, we may decline to reimburse unnecessarily expensive, premium or unauthorised alternative return methods except where the law requires otherwise.
18. DAMAGE ARISING AFTER DELIVERY
We are not responsible for damage caused after delivery by circumstances for which we are not legally responsible.
Depending on the individual facts, this may include accidental damage, misuse, neglect, inappropriate cleaning, unsuitable storage, exposure to liquids or chemicals, failure to follow care instructions, third-party alteration, unauthorised dyeing or colouring, excessive force, normal wear and tear or use inconsistent with the nature of the product.
Each case will be assessed individually and in accordance with applicable law.
PRODUCT-SPECIFIC RETURN CONDITIONS
19. RETURNING SHOES
All returned shoes are inspected.
When trying shoes on, please use a clean, dry, carpeted indoor surface.
Shoes must not be tried on outdoors or on rough, dirty or abrasive flooring.
Please ensure that hands, feet and hosiery are clean, and take particular care with satin and other delicate materials.
Original packaging, tissue and protective materials should be retained and returned where applicable.
Under our voluntary change-of-mind policy, shoes may be refused where they show evidence inconsistent with reasonable indoor trying-on.
This may include outdoor wear, pitting, significant scratching, embedded debris, dirt, stains, scuffs, make-up, fake tan, sticky residue, pet hair or other customer-caused damage.
Minor handling evidence will be assessed reasonably and in context.
20. SHOE SOLES
Particular care must be taken when trying on shoes.
Shoe soles can mark very quickly when worn on hard, rough, dirty or abrasive surfaces.
Under our voluntary returns policy, shoes may be refused where the soles show evidence inconsistent with reasonable indoor trying-on, including pitting, scratching, embedded debris, outdoor wear, significant marking, sticky residue, pet hair or other damage.
We strongly recommend trying shoes on only on a clean, dry, carpeted indoor surface.
Nothing in this section affects statutory rights relating to genuinely faulty or non-conforming goods.
21. SATIN AND DELICATE SHOES
Satin and other delicate materials can mark easily and must be handled with particular care.
Please ensure that hands, feet and hosiery are clean before trying shoes on.
Under our voluntary returns policy, shoes may be refused where they show customer-caused marks, stains, dirt, make-up, fake tan, spillages, scuffs or other contamination.
Nothing in this section affects statutory rights relating to genuinely faulty or non-conforming goods.
22. SHOE PACKAGING
Shoes should be returned with their original shoe box, tissue and protective materials where applicable.
Courier labels, adhesive tape, writing or other markings must not be attached directly to the shoe box.
The shoe box should be placed inside suitable outer protective packaging before return.
Where product packaging forms part of the product and is materially damaged by the customer, this may affect eligibility under our voluntary returns policy or result in a deduction where permitted by law.
Genuine transit damage will be assessed separately.
23. RETURNING VEILS
Wedding veils are delicate products and must be handled carefully.
When trying on a veil, ensure that the surrounding area is clean and dry.
Veils should be kept away from make-up, fake tan, hair products, pets, jewellery, rough furniture and other surfaces or objects that may mark or snag the fabric.
Particular care should be taken with floor-length, chapel-length and cathedral-length veils.
Under our voluntary returns policy, a veil may be refused where it shows pet hair, excessive human hair, carpet fibres, make-up, fake tan, dirt, stains, snags, tears, damage to edging, lace, beading or embellishments, or other evidence of use or customer-caused damage.
Nothing in this section affects statutory rights relating to faulty or non-conforming goods.
24. VEIL PACKAGING
Where a veil is supplied with a branded or product-specific box or bag that forms part of the product, it should be returned with that packaging.
Packaging from another brand or product must not be substituted.
Courier labels, adhesive tape and writing must not be attached directly to veil boxes.
The veil box should be placed inside suitable outer protective packaging before return.
Genuine transit damage will be assessed separately.
25. RETURNING DRESSES
Eligible dresses may be returned under our voluntary returns policy where all applicable conditions are met.
All returned dresses are inspected.
Please take particular care when trying on dresses and avoid contact with deodorant, make-up, fake tan, perfume, food, drink, pets and jewellery or other objects likely to snag the fabric.
A voluntary return may be refused where a dress shows deodorant marks, make-up, fake tan, stains, snags, pulls, odours, pet hair, excessive human hair, alteration, evidence of wear or other customer-caused damage or contamination.
All supplied components, including belts, straps, bandeaux or other accessories, must be returned.
Nothing in this section affects statutory rights relating to faulty or non-conforming goods.
NON-RETURNABLE ITEMS
26. ITEMS EXCLUDED FROM CHANGE-OF-MIND RETURNS
Subject to applicable consumer law, the following items are not eligible for change-of-mind cancellation, return, refund or exchange.
Lace & Favour made-to-order veils are produced specifically to order and are therefore non-returnable.
Earrings are non-returnable for hygiene reasons.
Jewellery sets are non-returnable for hygiene reasons.
Bodysuits and underwear are non-returnable for hygiene reasons.
Shoes that have been hand-coloured, custom-dyed or otherwise coloured to a customer’s requirements are non-returnable.
The non-returnable status of an item will normally be stated on the relevant product page before purchase.
For hygiene-sensitive goods, any exclusion from statutory cancellation rights will apply only where permitted by law. Where the legal exclusion depends on an item being supplied sealed and the hygiene seal being broken after delivery, the item will only become non-returnable once that seal has been removed or broken.
For the avoidance of doubt, these exclusions apply to change-of-mind returns only. They do not affect statutory rights where an item is faulty, damaged, misdescribed, incorrect or otherwise does not conform to the contract.
REJECTED RETURNS
27. RETURNS THAT DO NOT MEET OUR VOLUNTARY POLICY
Where an item returned solely under our voluntary returns policy does not meet the applicable conditions, we may refuse the voluntary refund or exchange.
All returned goods are subject to inspection.
Where a return is refused, we will endeavour to contact you and explain the reason for our decision.
Where legally permitted, we may request payment of reasonable carriage costs before returning the goods to you.
Where goods remain uncollected or return carriage remains unpaid for an extended period after reasonable notice and attempts to contact the customer, we reserve the right to take such lawful steps as are appropriate in the circumstances.
We will not dispose of customer property unlawfully.
28. DAMAGED PRODUCT PACKAGING
Product packaging may form part of the returned product.
This is particularly relevant to shoe boxes, veil boxes, branded presentation boxes and other protective or presentation packaging supplied with the item.
Courier labels, adhesive tape, writing and other markings must not be attached directly to product packaging.
Where customer-caused packaging damage materially affects the condition or value of the returned goods, this may affect eligibility under our voluntary returns policy or result in a deduction where permitted by law.
Genuine transit damage will be assessed separately and reasonably.
29. STATUTORY CANCELLATION RIGHTS
For most eligible goods, you must notify us of your decision to cancel within 14 days after the day on which you, or a person nominated by you other than the carrier, receives the goods.
Following a valid statutory cancellation, the goods must be returned within the period required by applicable law.
Certain goods may be excluded from statutory cancellation rights, including, where legally applicable, goods made to your specifications, clearly personalised goods and sealed goods that are unsuitable for return for health-protection or hygiene reasons where the seal has been broken after delivery.
Other statutory exclusions may apply.
Nothing in this section affects rights relating to faulty or non-conforming goods.
30. YOUR STATUTORY RIGHTS
Goods supplied by Lace & Favour must meet the standards required by applicable consumer law, including the Consumer Rights Act 2015 where applicable.
Depending on the individual circumstances, statutory remedies may include the short-term right to reject, repair, replacement, a price reduction or the final right to reject.
The remedy available depends on the facts, timing, nature of the issue and applicable law.
Nothing on this Returns & Exchanges page is intended to exclude, restrict or reduce any statutory right or remedy that cannot lawfully be excluded, restricted or reduced.
Where any part of our voluntary returns policy conflicts with a mandatory consumer right, the mandatory consumer right will prevail.
31. FURTHER INFORMATION
For full contractual information, please refer to our Terms & Conditions.
If you require assistance with a return, exchange, faulty item or incorrect order, please contact us at sales@laceandfavour.com or telephone 01892 667571.
