Returns & Exchange Policy

At Lacelove, your satisfaction is important to us. We aim to ensure every order is delivered with care, quality, and clarity. Below is our detailed return policy to help guide you through our process.

This policy applies to all customers. If you are located in the European Union, please also review the "European Union Customers" section below, which outlines additional statutory rights that may apply under applicable law.


What Can Be Returned

We accept returns on non-lingerie items—such as accessories or non-intimate apparel—if the packaging is unopened and the item remains in its original condition. Returns for change of mind must be initiated within 14 days of receiving your order.

To qualify for a return:

  • The item must be unused, unworn, and unwashed

  • All original tags and packaging must be intact

  • The product must be in the same condition in which it was delivered


Non-Returnable Items

Due to the intimate nature of our products and to uphold the highest hygiene standards, we do not accept returns on the following items:

  • Lingerie (including bras, panties, and sets)

  • Bodystockings

  • Underwear of any kind

We are committed to ensuring that every customer receives brand-new, hygienic items. Thank you for understanding.


Final Sale Items

All items marked as sale, clearance, or purchased during promotional events are final sale and not eligible for voluntary return or refund, except where required by applicable law.


How to Request a Return

Items must be unworn, unused, unwashed, undamaged, and returned with original tags, packaging intact.

Please note that if any returned item shows signs of wear upon inspection, we will be unable to approve the return, and the item will be sent back to you.

 

If your item qualifies for a return or cancellation, you may submit a request in one of the following ways:

Option 1: Self-Serve Returns, Withdrawals & Cancellations Portal
You may submit a return or cancellation request through our customer portal here:
https://account.laceloveshop.com

You will be asked to enter the email address used for your order and follow the verification steps to access your order. Eligible unfulfilled items may be submitted for cancellation, and eligible fulfilled items may be submitted for return review.

Option 2: Email Request
You may also email us at sales@laceloveshop.com within 14 days of receipt. Please include your order number and a brief description of your return request.

Submitting a request does not guarantee approval. All return requests are subject to review, and returns will only be accepted once the item is received and inspected to ensure it meets our return conditions. 

Once approved, we’ll provide a return shipping label at the buyer’s expense.

Please note: Only one exchange or return is permitted per order.


Return Shipping Timeline

Once your return has been approved and a return shipping label has been issued, the eligible item(s) must be shipped and received by our returns department within 14 days of the label being generated. Returns received after this window may be ineligible for a refund or store credit. We recommend dropping off your package promptly to avoid delays.

 

Refunds

Once your return is approved and processed, a refund will be issued to your original payment method, excluding shipping costs. Refunds may take several business days to appear depending on your payment provider.


European Union Customers

If you are a consumer located in the European Union, you have a statutory 14-day right of withdrawal, subject to applicable legal exceptions.

To exercise your right of withdrawal, please submit a Withdrawal Request through our customer portal or contact us at sales@laceloveshop.com  within 14 days of receiving your order.

After notifying us of your withdrawal, you must ship the item(s) back within 14 days. You are responsible for the direct cost of return shipping unless otherwise required by applicable law.

Where a valid right of withdrawal is exercised, we will process any refund due in accordance with applicable law. We may withhold reimbursement until we receive the returned item(s) or you provide evidence that they have been shipped back, whichever occurs first.

Certain products may be excluded from the statutory right of withdrawal where permitted by applicable law, including sealed goods that are not suitable for return due to health protection or hygiene reasons once unsealed after delivery.

Nothing in this Returns & Exchange Policy limits or excludes any mandatory consumer rights that apply under the laws of your country of residence.