About us
This website is operated under the trading name The Lacestry Collection. Contact hello@thelacestrycollection.com for customer service, legal notices and our current postal contact or returns details.
Products and availability
We take reasonable care with descriptions, images and colour, but screens and natural product variation can affect appearance. Availability can change. If we cannot supply an item after payment, we will contact you and refund the affected amount.
Prices and payment
Prices are shown in pounds sterling unless stated otherwise. The product, selected variant, delivery charge and final total are shown before payment. Payment is handled securely by Stripe. An acknowledgement is not acceptance if payment fails, stock is unavailable or there is an obvious pricing error.
Our contract
Your order is an offer to buy. A contract is formed when payment is accepted and we confirm the order. We may reject an order for lawful reasons, including suspected fraud, an unsupported delivery destination, stock problems or a clear error.
Delivery
We deliver to destinations and using services offered at checkout. Estimates are not guaranteed unless expressly agreed. Risk passes when the goods are delivered to you or a person you nominate. See Shipping & Returns for operational details.
Cancellation and hygiene exception
UK consumers normally have 14 days after receiving eligible goods to tell us they wish to cancel, followed by 14 days to return them. The right to cancel may not apply to made-to-order or clearly personalised goods. It may also be lost for sealed goods that are not suitable for return for health-protection or hygiene reasons once unsealed. We will explain where we rely on an exception.
Returns and refunds
Contact us before returning goods. Unless goods are faulty, damaged or not as described, you are normally responsible for return costs and for any reduction in value caused by handling beyond what is reasonably needed to inspect them. Eligible refunds include standard outbound delivery where legally required and are made to the original payment method within the applicable statutory timeframe.
Faulty goods
Nothing in these terms limits your rights under the Consumer Rights Act 2015. Goods must be as described, fit for purpose and of satisfactory quality. Contact us promptly with your order reference and evidence of the problem so we can provide an appropriate remedy.
Acceptable use and liability
Do not misuse the website, interfere with security or submit unlawful content. We do not exclude liability where exclusion is unlawful, including for death or personal injury caused by negligence, fraud, or your statutory consumer rights. We are not responsible for losses that were not reasonably foreseeable or for business losses arising from a consumer purchase.
Personal information
Our privacy notice explains how we handle personal information. Reviews may be moderated and published with the customer's display name.
Law and complaints
These terms are governed by the law of England and Wales, while consumers retain mandatory protections and may bring proceedings in the part of the UK where they live. Contact us first so we can try to resolve a complaint.