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FAQ EN

Ordering

If you try to use a discount code and it won't work, please check if you typed in the code correctly.
And did you click the "ACTIVATE"-button?
Did you check the expiry date of the code?
Is your discount code applicable on the items you chose? We often offer discounts related to special product categories or even brands. Please check, if you try to use such a code.
If you forgot your password, you can send a request here.
You will receive our mail after a few seconds.

Needless to say that you can always ask us via e-mail or on the phone as well.
You can check the delivery status of each and every product.
If a size button is red, it is sold out.
If a size button is yellow, we already re-ordered the item and it will be available soon.

You can use the "WATCH SOLD OUT SIZES" button.
You will get an e-mail as soon as the wished size is available online.
You can pay your order with

Paypal
or creditcard
If you want to cancel your order or noticed that you ordered the wrong size or colour, it is no problem to change that in your order, as long as it has not been shipped yet.

We are sorry, but we cannot add or substitute products which increase the total order value.

If you forgot to order an item, it is no problem for you to place a new order and tell us so that we can combine both orders and dispatch them in one parcel.

Please don't hesitate to contact us.
We are very sorry, but it is not possible to activate or apply a discount code as soon as your order has been submitted.

In that case we can only offer to cancel your order.
You have the possibility to place a new order with your discount code applied.

Discounts will not be paid out afterwards.
If your size is sold out, you can use our watch list.

As soon as your size is available, you wil get an e-mail.

Please keep in mind, that the item can be sold out again after a few moments if it comes to older models and single items which were returned.
If you are unable to click "Confirm" please check if you details are filled in completely.
To activate the "Confirm" button, you need to validate that you have read our terms and agree to them.
If you did not receive our order confirmation via e-mail, you possibly misspelled your email address or your order has not been submitted to our system.

In some cases, our mail confirmations are blocked by your mail provider or marked as "Spam".

Please add our official email address service@lace-lingerie.com to your trusted contacts and let us check if we received your order.
Even SALE products can be returned if you do not like them.

Thank you for your understanding, the we cannot pay out price differences if the product was put on sale after you had ordered it.
If you are uncertain about which size you should order, please check these links first:

Size guide
Bra guide
fit guide
Bikini guide
Shape guide

You can learn more about the differences between UK and EUR cup sizes here.

Delivery


We only sell products we have on stock.
We dispatch your order within 2-3 working days, so it should arrive within 4-5 working days

We are very sorry but we cannot offer an on-time-delivery service.

If you wish to, we can dispatch your order on a special date - but we do not have any influence on the postal service's delivery date.

Please check your order and the delivered items when receiving a delivery - before you sign for it.

It you notice the box is damaged or dirty, please check the content still in presence of the delivery man. Please utter a claim directly - if needed refuse to sign for the parcel.

If there isn't any obvious damage to the parcel itself, but you still find something missing, please contact us immediately.

If possible, please take pictures of the box and send us these.

We will examine that case as soon as possible and get back to you.

You don't like your ordered item? No problem. Please return it and we will refund the money.

Unfortunately we cannot directly exchange products.
If you want to receive a different size, colour or style, we kindly ask you to place a new order.

Please check your order confirmation and the content of your parcel.
Please keep in mind the different size systems.

If the contained goods really don't conform the ordered items, contact us as soon as possible.

Payment

Paypal is one of the possible payment methods for our check out.

If you return an article, we will refund it directly to your Paypal account. This is fast, easy and secure.

Get more information about Paypal

You can use your credit card for our check out.

If you return an article, we will refund directly to your credit card.

The balance might possibly be booked with a slight delay.
It might happen that you find your refund in the next monthly credit card billing.

Returns


We return your money within 14 days from receipt of the returned products. We pay back to your Paypal account or credit card.
You will receive an e-mail from us as soon as we have processed your order.
We hope that you are happy with your order. Unless you can return the items if they correspond to these conditions:
  • all items are unworn
  • all labels are intact and attached to the item
  • items are returned within 14 days after delivery
The return shipping costs are to your expense.
Check our terms and conditions.

If you are not satisfied with the quality of a product, please let us know via service@lace-lingerie.com .
We will surely find a solution.

In most cases you will be asked to tell us more about the product and the damage. It is always very helpful if you include pictures in your mail.

Please keep these things in mind:

Products must be handwashed before returned to us.
Claims are forwarded to the manufacturer.
The warranty period is 2 years unless stated differently in the item's description
We can only hand in items which were bought via our online shop.
In case of an approved warranty claim products will be replaced. Refund is only an option if replacements are out.
The whole procedure can take several weeks.

Online dispute resolution according to Art. 14 (1) Regulation on consumer ODR: The European Commission provides a platform for online dispute resolutions (ODR) which can be accessed under http://ec.europa.eu/consumers/odr/
Contact us or see details in your parcel:

Please note: Return shipping costs are to your own expense. Returns can take up to 14 working days to get back to us - thank you for your patience.

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We were unable to give an answer to your question? Do you need help or advice? Please don't hesitate to contact us.