RETURNS & EXCHANGES
How to return your order
We hope that you are delighted with your purchase from Lace & Button London. If you are not perfectly satisfied with an item(s) we ask that you return it to us in the same condition that it was received, with all original tags attached. The best way to keep each piece in a pristine condition is to return it back to us in the original packaging.
As your dress is made especially for you to your dress size the cancellation fee £250 will be covers the cost of administration, fabric allocation, pre-production and pattern preparation associated with your order.
If your dress size personalised to you additional £160 not refundable.
Priority made-to-order fee £160 is not refundable.
All items will undergo further quality control upon return. Exchanges are only available after the items have passed quality control. If for any reason your item does not pass QC, Customer Service will contact you with your options.
You can return any item purchased from the Lace & Button London website.
1. Please (email us) to request a returns label
2. Fill out the returns form included with your order
3. Make sure the item you return is in its original condition with all tags attached
4. Pack the items into the original packaging.
5. Call DHL on +44 (0)844 248 0844 to book your collection or, alternatively drop your package at your local DHL service point. You can find your local service point (here).
Outside of the UK?
We regret that at this time we are unable to cover the cost of returns from outside the UK.
When returning your item(s), please ensure you complete and enclose the returns form included in your order.
To avoid any delays in receiving your refund we strongly recommend sending your goods back via a tracked service and retaining a proof of postage receipt until you have received your refund notification.
To avoid any additional VAT and duties please ensure you state the following on the outside of the package:
“This item is a return, which travelled on original airway bill* [insert airway bill number here]”
*Your airway bill number is 10 digits long and can be found on your original address label underneath the barcode.
Regrettably, any additional charges incurred due to failure to include the above will be deducted from your refund.
Please note, some courier companies charge a goods returned fee for international orders. Please check before you send your return as any additional charges incurred by Lace & Button London will be deducted from your refund.
Where to send your return
All returns should be sent back to the following address:
Lace & Button London Returns
3 Acol crescent Ruislip,
Midddlesex HA4 6QP
Please note that we can only accept returned items within 14 days of signed-for delivery receipt.
Each of our items are fully quality checked and controlled before being dispatched. If you receive an item that is damaged or flawed please (contact us (link) immediately.
Should you deem your item faulty outside of the 14-day return period, please (contact us (link) as we may be able to arrange a repair or an exchange. Refunds for items deemed faulty are issued at the discretion of our quality assurance team.
Please note that faulty items must be reported to our customer care team prior to returning.
It is difficult to predict how long returns from outside the UK will take to arrive at our warehouse. Should you have any queries about the status of your return please (email us.)link)
*** Please note that products that have been personalised cannot be returned.***
Once your return has been received you can expect to receive your refund within 5-10 working days. If you make a purchase using American Express refunds can take up to 15 working days to be processed.
Please note, during busy periods such as sale it may take longer for us to process your return and subsequent refund.
If at any point you are concerned about the whereabouts of your return and/or refund please (contact us(link)
Lace and Button London do not offer exchanges as all items made-to-order.