Terms and Conditions
These Terms & Conditions apply to purchases made from Lace & Favour Ltd, referred to throughout as “Lace & Favour”, “we”, “us” or “our”.
Please read these Terms & Conditions carefully before placing an order. By placing an order with us, you agree to be bound by them.
Nothing in these Terms & Conditions excludes, restricts or affects any statutory rights that cannot lawfully be excluded or restricted.
1. ABOUT US
Lace & Favour Ltd is based at Unit D1, Swallow Business Park, Diamond Drive, Lower Dicker, Hailsham, BN27 4EL, United Kingdom.
You can contact us by telephone on 01892 667571 or by email at sales@laceandfavour.com.
2. PLACING AN ORDER
Orders may be placed through our website using the payment methods displayed at checkout.
By placing an order, you confirm that all information supplied is complete and accurate, that you are authorised to use the selected payment method, that you have reviewed the relevant product information, lead times and restrictions, and that you accept these Terms & Conditions.
An order confirmation acknowledges receipt of your order but does not necessarily mean that we have accepted or are able to fulfil it.
We reserve the right to decline or cancel an order where reasonably necessary. This may include circumstances where an item is unavailable, there is an obvious pricing or product-information error, payment is not authorised, we cannot deliver to the address supplied, we reasonably suspect fraud or unauthorised activity, or we are otherwise unable to fulfil the order.
Where payment has already been taken for an order that we subsequently cancel, the relevant amount will be refunded.
3. ORDER DETAILS, AMENDMENTS AND CANCELLATIONS
Please check your order confirmation carefully and contact us promptly if you believe any information is incorrect.
If you wish to amend or cancel an order before dispatch, please contact us as soon as possible. We cannot guarantee that an order can be amended or cancelled once processing has begun.
Different cancellation rules may apply to personalised, bespoke, dyed or made-to-order goods.
4. MADE-TO-ORDER, BESPOKE AND PERSONALISED GOODS
Certain products are made to order, made to a customer’s specification, personalised, dyed or otherwise specially produced.
Where applicable, this status will normally be stated on the relevant product page or communicated before purchase.
If you wish to request cancellation, please contact us immediately. Cancellation may not be possible once production, personalisation, dyeing, alteration or other work has begun.
Where permitted by law, made-to-order, bespoke or personalised goods may be excluded from change-of-mind cancellation and return rights.
This does not affect your statutory rights where goods are faulty, misdescribed or otherwise do not conform to the contract.
5. PRE-ORDERS AND ESTIMATED DATES
Any pre-order date, supplier date, expected availability date or estimated dispatch date is an estimate unless we expressly confirm otherwise.
Estimated dates may change because of supplier or manufacturing delays, customs clearance, international freight disruption, courier delays, stock discrepancies or other circumstances outside our reasonable control.
We will endeavour to communicate delays where reasonably possible.
Unless otherwise agreed, where an order contains multiple items, we will wait until all items are available before dispatching the complete order.
Nothing in this section affects your statutory rights.
6. PRICES AND PAYMENT
Prices are displayed in the currency shown on our website and include VAT where legally applicable unless otherwise stated.
We take reasonable care to ensure pricing is accurate. If an obvious pricing error occurs, we may contact you before accepting or fulfilling the order.
We accept the payment methods displayed at checkout.
7. DELIVERY
Delivery options, charges and estimated timescales are displayed on our Delivery page and at checkout.
Delivery estimates are not guaranteed unless a service is expressly sold as guaranteed.
You are responsible for providing a complete and accurate delivery address.
Where a parcel is returned because of incorrect or incomplete information supplied by the customer, non-collection, refusal or another circumstance attributable to the recipient, additional delivery charges may apply before redispatch.
Nothing in this section excludes any liability or statutory right that cannot lawfully be excluded.
RETURNS, CANCELLATIONS AND REFUNDS
8. CHANGE-OF-MIND RETURNS AND FAULTY GOODS
Our voluntary returns policy and your statutory rights relating to faulty goods are separate.
A change-of-mind return concerns an item that is not alleged to be faulty but which you no longer wish to keep, for example because the size, colour or style is unsuitable.
A faulty-goods claim concerns goods alleged to be faulty, damaged, misdescribed, incorrect or otherwise not in conformity with the contract.
Different rules and remedies may apply to each.
Nothing in our voluntary returns policy excludes or restricts your statutory rights.
9. STATUTORY CANCELLATION RIGHTS FOR ELIGIBLE DISTANCE SALES
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 cancellation, goods must be sent back within the period required by applicable law.
Certain goods may be excluded from statutory cancellation rights. This may include 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 also apply.
This section does not affect your rights relating to faulty or non-conforming goods.
10. OUR EXTENDED 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.
To qualify under this extended voluntary policy, eligible goods must be physically received back by Lace & Favour within 30 days of the date on which you received your order.
Merely creating a return request, generating a return label or notifying us of your intention to return an item within 30 days is not sufficient under our extended voluntary policy. The goods themselves must physically arrive back with us within the 30-day period.
This requirement applies only to our extended voluntary returns policy and does not reduce any separate statutory cancellation or faulty-goods rights.
We strongly recommend allowing sufficient time for return delivery.
11. CONDITION OF CHANGE-OF-MIND RETURNS
To qualify under our extended voluntary returns policy, goods must be returned unused, unwashed and unaltered.
Items 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, snags, pulls, tears, scuffs and other customer-caused damage.
All supplied components and accessories must be returned. Relevant tags must remain attached where applicable, and original product packaging must also be returned where it forms part of the product.
All returned goods are subject to inspection.
Where goods have been handled beyond what is reasonably necessary to establish their nature, characteristics and functioning, we reserve the right to make any deduction permitted by law.
Where a return is made solely under our extended voluntary returns policy and does not meet the conditions of that policy, we may refuse the voluntary refund.
Nothing in this section affects your statutory rights relating to faulty or non-conforming goods.
12. RETURNING GOODS
Please follow the return instructions provided through our website or returns system.
Returned goods must be packaged securely.
Courier labels, adhesive tape, writing and other markings must not be attached directly to shoe boxes, veil boxes, presentation boxes or other product packaging.
We strongly recommend retaining proof of return until your return has been fully resolved.
13. PREPAID RETURN LABELS
Where our prepaid UK return label is used for a standard change-of-mind refund, a £3.50 return-label charge will be deducted from the refund where this charge was stated when the service was offered.
This deduction does not apply where we are legally responsible for reasonable return costs relating to faulty, incorrect or non-conforming goods.
14. ORIGINAL DELIVERY CHARGES
Under our extended voluntary 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 following a valid statutory cancellation.
Where a premium 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 to faulty, incorrect or non-conforming goods.
15. REFUNDS
Approved refunds will be made to the original payment method.
Refunds will be processed within the timeframe required by applicable law.
Where permitted by law, we may withhold a statutory cancellation refund until we have received the goods back or you provide evidence that they have been returned.
Your bank, card issuer or payment provider may take additional time to display the funds after we have processed the refund.
16. EXCHANGES
Where exchanges are offered, they are subject to stock availability, product eligibility, the condition of the returned goods, geographical restrictions and the terms of the relevant returns policy.
An exchange is not guaranteed until the replacement item has been allocated or dispatched.
Nothing in this section affects any statutory remedy that applies to faulty or non-conforming goods.
FAULTY, DAMAGED OR INCORRECT GOODS
17. YOUR STATUTORY RIGHTS
Goods supplied by us must meet the standards required by applicable consumer law, including the Consumer Rights Act 2015 where applicable.
Depending on the 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 individual facts, timing, nature of the issue and applicable law.
Nothing in these Terms & Conditions excludes or restricts any statutory right or remedy that cannot lawfully be excluded or restricted.
18. INSPECTING YOUR ORDER
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, embellishments, straps, fastenings, heels, soles, packaging and any other readily apparent features.
Prompt inspection is particularly important for wedding and occasion products intended for use on a fixed date.
19. 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.
When contacting us, please provide your order number, a clear description of the issue and photographs showing the issue.
We may also request photographs of the complete item, product codes, labels or packaging where relevant.
Prompt reporting allows us to investigate while evidence remains current and available.
Failure to report an immediately visible issue promptly 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 a 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.
20. CONTACT US BEFORE RETURNING AN ALLEGEDLY FAULTY ITEM
If you believe an item is faulty, damaged, incorrect or otherwise non-conforming, please contact us before returning it.
We may request photographs or other reasonable information to investigate the issue.
Where appropriate, we may require the goods to be returned or otherwise made available for inspection and assessment.
Returning an allegedly faulty item without first contacting us may delay our investigation.
21. INSPECTION AND ASSESSMENT
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.
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, inspection findings 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.
22. RETURN COSTS FOR FAULTY GOODS
Where goods are established to be faulty, incorrect or otherwise non-conforming and we are legally responsible for return costs, we will bear reasonable return costs as required by law.
Please use the return method authorised or reasonably specified by us.
We may decline to reimburse unnecessarily expensive, premium or unauthorised return methods where a reasonable alternative was available, except where the law requires otherwise.
23. DAMAGE AFTER DELIVERY
We are not responsible for damage caused after delivery by circumstances for which we are not legally responsible.
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 CONDITIONS
24. 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.
Hands, feet and hosiery should be clean, and particular care should be taken with satin and other delicate materials.
Original packaging 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.
25. SHOE PACKAGING
Shoes should be returned with their original box, tissue and protective materials where applicable.
Courier labels, adhesive tape and writing must not be attached directly to a shoe box.
Where 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.
Transit damage will be assessed separately.
This does not affect your statutory rights relating to genuinely faulty or non-conforming goods.
26. 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 and rough surfaces that may mark or snag the fabric.
Particular care should be taken with floor-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 any other evidence of use or customer-caused damage.
This does not affect your statutory rights relating to faulty or non-conforming goods.
27. 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, tape and writing must not be attached directly to veil boxes.
Transit damage will be assessed separately.
28. DRESSES
Eligible dresses may be returned under our voluntary returns policy where all applicable conditions are met.
All returned dresses are inspected.
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 or bandeaux, must be returned.
This does not affect your statutory rights relating to faulty or non-conforming goods.
29. MADE-TO-ORDER, PERSONALISED AND DYED ITEMS
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 your statutory rights where an item is faulty, damaged, misdescribed, incorrect or otherwise does not conform to the contract.
30. HYGIENE-SENSITIVE ITEMS
Return restrictions for hygiene-sensitive goods will be applied only to the extent permitted by law.
Where a statutory cancellation exclusion depends on goods being sealed for health-protection or hygiene reasons and the seal being broken after delivery, we will apply that exclusion in accordance with applicable law.
Nothing in this section affects your statutory rights relating to faulty goods.
REJECTED RETURNS
31. RETURNS OUTSIDE 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.
We will endeavour to notify you and explain the reason.
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.
PRODUCT INFORMATION
32. PRODUCT DESCRIPTIONS, IMAGES AND COLOUR
We take reasonable care to ensure product descriptions, images, specifications and prices are accurate.
However, colours may vary between screens and devices, handmade products may show minor variations, natural materials may differ, and decorative elements such as pearls, feathers, lace and crystals may vary slightly.
Measurements may be approximate, and manufacturers may make minor non-material changes.
Colour appearance may also vary because of screen calibration, brightness settings, photography, lighting, material texture and dye-batch or production variation.
Such variations do not automatically mean that goods are faulty.
Nothing in this section affects your statutory rights where goods are materially misdescribed or otherwise fail to conform to the contract.
33. PRODUCT AVAILABILITY
All products are subject to availability.
Where an item becomes unavailable, we may provide an updated availability estimate, offer an alternative for your consideration, offer cancellation of the affected item or refund the affected item where appropriate.
We will not substitute a materially different item without your agreement.
GENERAL TERMS
35. EVENTS OUTSIDE OUR REASONABLE CONTROL
We are not responsible for delay or failure caused by events outside our reasonable control to the extent permitted by law.
These may include severe weather, transport disruption, customs delays, industrial action, supplier or manufacturing disruption, natural disasters, government action, telecommunications failures or comparable events.
Nothing in this section excludes liability where it would be unlawful to do so.
36. LIABILITY
Nothing in these Terms & Conditions excludes or limits liability where it would be unlawful to do so.
This includes liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or consumer rights that cannot lawfully be excluded or restricted.
Our liability will otherwise be determined in accordance with applicable law.
37. PERSONAL DATA
We process personal data in accordance with our Privacy Policy and applicable data-protection law.
38. CHANGES TO THESE TERMS
We may update these Terms & Conditions from time to time.
The terms applying to an order will normally be those in force when the order is placed, subject to any change required by law.
39. SEVERABILITY
If any provision is found to be unlawful, invalid or unenforceable, that provision will be treated as modified to the minimum extent necessary or removed where appropriate.
The remaining provisions will continue in effect.
40. GOVERNING LAW
These Terms & Conditions are governed by the law of England and Wales.
Consumers may also benefit from mandatory legal protections applicable in their place of residence that cannot lawfully be excluded.
Jurisdiction will be determined in accordance with applicable law.
41. COMPLAINTS
If you have a complaint, please contact us by email at sales@laceandfavour.com or by telephone on 01892 667571.
We will endeavour to review complaints fairly and respond within a reasonable timeframe.
Where an Alternative Dispute Resolution process applies and we are required to provide information about it, we will do so in accordance with applicable law.
42. STATUTORY RIGHTS
Nothing in these Terms & Conditions is intended to exclude, restrict or reduce any statutory right or remedy that cannot lawfully be excluded, restricted or reduced.
Where any provision conflicts with a mandatory consumer right, the mandatory consumer right will prevail.
