01
Order processing
Orders are normally prepared within 1-2 working days. Busy periods, product preparation or verification checks can take longer. We will contact you if a material delay affects your order.
02
Delivery
Available services, prices and supported destinations are shown at checkout before payment. Delivery estimates start after dispatch and are not guaranteed unless we expressly say otherwise. You are responsible for providing a complete delivery address.
Tracking information is shown in your account when available and may also be sent by email.
03
International orders
Import VAT, customs duty and local handling charges may be collected by the destination country. Unless checkout expressly says they are included, these charges are the recipient's responsibility.
04
Changing or cancelling an order
Email hello@thelacestrycollection.com as soon as possible. We cannot promise to change an order once preparation or dispatch has started. Consumers normally have 14 days after delivery to cancel an eligible distance purchase, subject to the exceptions explained below.
05
Returns
Contact us before returning anything so we can provide instructions and the correct return address. Products must be returned complete and in the condition received. For hygiene-protected goods, the statutory right to cancel may be lost after a sealed package is opened where the product is not suitable for return for health-protection or hygiene reasons. This does not affect your rights if an item is faulty, damaged or not as described.
06
Refunds and problems
Eligible refunds are issued to the original payment method. We may wait until returned goods arrive, or until you provide evidence of return. Tell us promptly about loss, damage, incorrect goods or delivery problems and keep the packaging and photographs where relevant.
Read the full terms of sale or email hello@thelacestrycollection.com.