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When will the order be shipped ?
We will process your order within 2 business days, unless it is a preorder item. If you place your order on a non-business day, we will ship the order the next business day. Holiday deliveries may be delayed by a day or two.
Delivery dates are estimated and cannot be guaranteed. If there is a delay, please contact us by email: info@lacemade.com. Shipping services and rates are subject to change without notice.
Preorders
We provide an estimated shipping date for preorders, however we cannot guarantee an exact date. Preorders are charged at the time of purchase. If your order contains the in-stock and pre-order, everything will ship together when available.
Order Change/Cancellation
If you need to change or cancel your order, contact us@info@lacemade.com ASAP. You can reply directly to your order confirmation email. If the order hasn't been shipped, we're happy to accommodate you.
Lost package
Please keep in mind that we hand packages over to the shipping company, but they are delivering it! Not all circumstances are under our control, and you are responsible for tracking your package and receiving it. Any claims for lost packages need to be filed within 21 days of the order being shipped.
If tracking says delivered, but you have not received it: please email us with the information and we will start an insurance claim for you.
Where does package ship from?
Our warehouse is based in China. When package lands in your country, it will be delivered by local carrier.
How to track orders ?
You could track it by App Shop or track my order
Restrictions
We are not responsible for any failed delivery attempt caused by negligent behaviors of customers. Negligence includes, but is not limited to, incorrect information such as order address/contact number/consignee's name. In this case, we are unable to file a refund for you. If you find that your order information is wrong, please contact us at info@lacemade.com with your order number and correct information as soon as possible.
Customs Duties
Shipments from all of our warehouses are delivery duty unpaid. Therefore, any and all customs or import duties are charged once the parcel reaches its destination country. If any, these charges must be paid by the customers, especially if you choose Express shipping for your order.
Customers agree to take full liability for all return shipment costs, customs charges and handling fees should they refuse to accept a parcel due to import duties or taxes. Please note that according to customs regulations, LaceMade cannot declare purchased items as gifts or list an amount lower than the actual product price.
With some carrier services experiencing unexpected delays in transit or slight delays in providing tracking details, we appreciate your patience and understanding in advance. It's our top priority to make sure your orders get delivered to you as soon as possible.
Accidents
If any item or package is damaged or missing, or if you have any doubts about possible damage, you must do the following
- Clearly state this on the receipt before signing for payment.
- Arrange to contact us within two working days.
- Save the damaged packing materials for inspection.
- Take photos of the damaged items and packaging.
Shipping Rate
*We offer free shipping on orders over US £119
| Standard | Expedited | |
| United Kingdom | £5.99 | £10.99 |
Shipping Time
| Standard | Expedited | |
| United Kingdom | 7-10 business days | 5-7 business days |
Refund & Exchange Policy
We have a 14-day return & exchange policy, which means you have 14 days after receiving your item to request a return & exchange.(For example. The tracking information shows which delivered in 10th,you could request a return & exchange before 24th.)
We support to cancel the order before your order had been shipped and you need to contact info@lacemade.com to cancel the order.
After your order is refunded or cancelled,it will be back to you in 1-3 business days.
UK return and refund Guidelines：
- Click on Start A Return and Request Return.
- We will review your request in 24 hours, please wait patiently.
- You’ll need the email address associated with your purchase, or order number. Next, you’ll receive step-by-step instructions and a return address sent to your email. We recommend choosing a carrier that provides tracking and insurance（customers need own shipping cost).
- Be sure to include your order number and name as a reference inside your return package.
- After we received the iterm, the refund will be processed.
- The return address for UK customers is Room 706, 7/F, Building 10, No. 26, Xinfang Road, Linping District, Hangzhou,China,311100
Exchanges Guidelines：
Please confirm whether there is stock before request exchange.
- The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
- Contact the customer service at info@lacemade.com if the request is an exchange request..
- The exchange items will be shipped after we have received your return items.
Matters need attention
1. To be eligible for a return & exchange, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.
2. Customs Duties: The postage and possible TAXES incurred by the return or exchange are fully borne by the customer, otherwise after 30 days, the package will be automatically returned and additional storage fees will be incurred..
3. Please note that all accessories, and items marked ‘SALE’ , Gift Card and Custom order are non-returnable. We do not accept returns if there is a visible stain, marks, smears, tears, or any damage to the returned & excahnge item(s).
4. It's important to note that shipping costs are not covered by LaceMade if you just don't want, so we suggest using your local post office for the best service and tracking ID.
5. To start a return, you can contact us at info@lacemade.com. If your return & exchange is accepted, we’ll send instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
6. Once the application is approved, you should start to return the items within 7 days. Items must be returned in the same condition as received, with all tags, packaging and accessories.
Damages and issues
Please contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Shipping costs
We will bear the shipping fee of return due to quality problems and our mistakes. If you just don't like it, please pay for the shipping to return.
Customs
We will only bear the TAXES due to quality problems and our mistakes. The postage and possible TAXES incurred by the return or exchange are fully borne by the customer.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too. Usually, you will receive a refund within 3 to 5 business days of receiving your returned item.
WASHING INSTRUCTIONS EXPLAINED
If your favourite wool product is starting to look a bit worse for wear and it’s time to put it in the wash, there’s one golden rule to follow: always check your garment’s care labels and instructions to help preserve the life-span of your product.
You’ve bought it, bagged it, worn it and now it’s time to wash it. Whilst many people assume wool must be hand-washed or dry-cleaned, many piece of wool clothing can actually be put in the washing machine and even in the tumble dryer too. Here, we explain washing instructions and what laundry care claims mean.
HOW TO CARE FOR YOUR WOOL GARMENT: UNDERSTANDING CARE LABELS40°C (or 30°C) very mild wash
Machine-washable wool. This washing cycle ensures a much reduced mechanical treatment. Reduce the quantity of laundry in the washing machine. The drum should be not more than one-third full. It’s best to use a cycle for wool or delicates for these garments.
Hand wash
Hand wash at a water temperature between 30°C and a maximum of 40°C, depending on the particular article. First dissolve a fine wool detergent in plenty of water. Allow the clothes to float in the solution and agitate carefully. Do not rub, pull and wring out. Then rinse the clothing well and press the superfluous water out carefully before pulling the item into shape. Treat coloured and sensitive pieces rapidly and do not leave lying in the wet state.
Do not wash
Articles marked with a Do Not Wash claim must not be washed. They may be sensitive to any kind of wet treatment or be unsuitable for washing in a domestic washing machine because of their size.
Do not bleach
The triangle with a diagonal cross (St. Andrews Cross) indicates that bleaching is not allowed. Use only bleach-free detergent.
Do not tumble dry
Clothes with the claim Do Not Tumble Dry must not be places in a clothes dryer. Doing so may cause shrinkage.
Mild drying process
Caution is appropriate when tumble drying. Select a mild process with reduced thermal action temperature and short duration of treatment.
Iron at moderate temperature
Iron at maximum sole plate temperature of 150°C. Corresponding to the “wool/silk/polyester/viscose” setting: iron under a moderately moist intermediate cloth. A steam iron can be used. Avoid heavy pressure.
Professional dry-cleaning
Professional dry-cleaning in perchloroethylene, hydrocarbons (heavy benzines).
Normal cleaning process with no restrictions. Commercial stain removers on a solvent base may be used with some restrictions. A trial on a concealed part of the article is advisable beforehand.