Terms and Conditions
Lace & Favour is a trading name of Lace & Favour Ltd. Our trading address is,
Unit 8, Crowborough Business Park, Park Road, Crowborough, East Sussex TN6 2GZ
You can contact Lace & Favour by telephone, e-mail or post.
By telephone on 01892 667571 Monday to Thursday 9AM to 5PM and Friday 9AM to 4PM
By email to firstname.lastname@example.org
By post in writing to: Lace & Favour Unit 8, Crowborough Business Park, Park Road, Crowborough, East Sussex, TN6 2GZ
Orders may be placed online 24/7. If you have any trouble ordering online please call 01892 667571.
Goods delivered abroad are subject to local custom and excise duty which you are responsible for paying. If you have any trouble ordering online and are phoning from outside the UK please call +44 1892667571. We are happy to send orders to any worldwide destination. However these orders are subject to different delivery charges.
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 cancellations of personalised 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 cancelled.
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 apologise 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 items delivered to ensure they are in perfect condition and suffer no defects. Any items that are defected should not be returned before informing us. 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.
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. As of January 1st 2022, shoes which are returned in a non-resalable condition will be disposed of or returned to sender.
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 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 fibres, or human hairs. Veils returned in this condition will not meet our quality control standards for goods returned, and may 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.
NON RETURNABLE ITEMS
Items that are made to order, or customised in any way ARE NOT REFUNDABLE.
This includes the following:-
Arianna Hair Accessories and Jewellery
Joyce Jackson Veils
Linzi Jay Bridesmaid Dresses
Linzi Jay Flower girl Dresses
Personalised items and ribbons.
Hand coloured Shoes & Bags.
All earrings, and jewellery sets with earrings cannot be returned for hygiene reasons.
Samples & Colour Matching
We are very happy to supply colour samples. Please email us with your full name and address and the item you are interested in, along with the colours you wish to see. We will then post these out to you Free of Charge.
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 fulfil 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.
Value Added Tax (VAT)
Prices stated include VAT where applicable. For the UK including Northern Ireland and the Isle of Man but excluding the Republic of Ireland and all EEC member states, VAT is charged at the current rate of 20%.