GIFT CARD
RETURNS FOR UK, EU, AUS-NZ & CAN
We have local offices in these regions to return your items, so don't worry about returning them in case you're not happy with your purchase.
SHIPPING
*CHANGE OF ADDRESS FOR AN ORDER: Any address change must be emailed to us within 12 hours of the time the original order is placed. We do not accept any responsibility or liability for any address change notified to us beyond that time frame. In most cases we'll do our best to update the address even if it was notified to us beyond the 12 hours time frame, however we may not be able to do so if the order has already been shipped to the original address of the order, in which case it will be the responsibility of the customer.
E-mails sent by customer may sometimes end up in our spam folder. If a change of address request has been emailed to us within the 12-hour period and we've skipped it due that e-mail ending up in the spam folder, it will be our responsibility to ensure that the customer receives the ordered item(s) at the new address.
RATES
lorettalace.com has one checkout process and offers STANDARD SHIPPING for all items. Current shipping rate is $6.99 for US, Canada, EU. Australia and New Zealand.
DELIVERY TIME
Total delivery time includes order processing time + shipping time.
Average order processing time is 1-5 business days (weekends are not included).
Please allow 1-5 business days before your tracking number is generated within the processing time.
Total delivery time including order processing will be approximately 10-18 days on average. This can be a 1-3 days longer due to unexpected delays in the logistics chain and/or transfers between international and local carriers.
As we work with different international and local suppliers across the world, depending on the items you ordered your items may arrive in separate packages on different dates.
*AN ORDER CANNOT BE CANCELLED ONCE IT'S BEEN MADE. IF YOU CHANGE YOUR MIND AFTER YOU PURCHASE, YOU NEED TO RECEIVE THE ITEM FIRST AND THEN FOLLOW THE REGULAR RETURN PROCEDURE
*IF YOU REFUSE DELIVERY YOU WILL NOT BE ENTITLED TO REFUND PLEASE READ BELOW
IMPORTANT : If you decide to return the item you purchased before you receive it, please DO NOT refuse delivery, otherwise the delivery company will have to send the item back to our supplier overseas in which case the higher return delivery charge and all applicable customs charges will be the responsibility of the customer. INSTEAD, please first accept the item, then we'll start the normal return procedure. Please e-mail us directly in case you decide not to have the item and we'll guide you through the process.
WRONG ADDRESS
If item(s) cannot be delivered due to customer's fault such as wrong address, the customer will not be entitled to refund.
If the item(s) cannot be delivered due to wrong address entered by us during order fulfillment, the customer will not be entitled to refund. Instead the same item(s) in the order will be re-sent to the customer for free and Loretta Lace will issue a $40 store credit to the customer.
ITEM LOST IN MAILBOX
Our responsibility ends where the ordered item reaches your mailbox. If the item is lost after reaching your mailbox, we will not be required to give you a refund or or send you a new one for free.
ITEM LOST DURING SHIPMENT
In rare cases, items maybe lost during transfer from international carriers to local ones due to sorting errors or similar. As this is neither customer's nor our fault we will send you a new one of the same lost item in the order for free. However, the customer will not be entitled to refund.
CUSTOMS-IMPORT DUTIES & TAXES
Your order may be subject to VAT, import duties and/or taxes, which are levied once your package reaches your country. Any VAT, Customs-Import Duties and/or taxes are the responsibility of the buyer.
Loretta Lace ships your package DDU, “duties and taxes unpaid”, and does not collect the VAT, duties and/or taxes and cannot predict what your particular charges may be. If you do incur these additional charges, they must be rendered in order for your package to clear customs. By law, the package cannot be returned to us unless the client pays duties and taxes.
For more information regarding your country’s custom policies, please contact your local customs office.
RETURNS (PLEASE READ CAREFULLY)
RETURN POLICY
If you're not happy with the product(s) you bought from us you can always return it.
Maximum number of items a customer can return in a 6-month period is limited to 2 pieces per customer (not per order). This is aimed at preventing customer abuse where customers use the items and return afterwards.
Products to be returned must have their original tags on them. Items with removed tags, removed hygiene stickers or signs of wear will NOT be accepted and will NOT be eligible for refund.
Cost of returning the items belongs to the customer.
If the product(s) meet the return criteria above, you will be eligible for full refund minus shipping. Shipping is not refundable.
Returns period
Return period is 3 days. This is a reasonable time for you to decide whether or not you like the product. This is a precaution to protect our business from abusive orders where customers use the items and return afterwards.
It starts at the delivery time on the date item is delivered to you, an agent/household or at the mailbox or the first delivery attempt time and date by the shipping company and ends 72 hours after this delivery/delivery attempt. During this time it's enough for you to e-mail us. After the initial e-mail the item(s) should be mailed within 3 days after which return period will expire.
No refund will be made after this period.
EXCHANGES
For returning the product, the return process above is applied. And your new item will be mailed to you immediately after you mail the item to the return location.
Please note that there can be maximum 1 (one) exchange per order.
Processing returned items
Once we receive returned item, our Returns Team will inspect it. All returns must be unworn, unwashed, not damaged with all additional materials (like price tag and protection slip). If our Returns Team will determine a mismatch of these requirements, it may lead to a partial refund or company can refuse it. If price tag or protection slip is missing refund is processed %30 less. In case we find out that merchandise was worn or product is returned in damaged condition company retains the right not to process it.
Taking care of the products
Once you receive your order, you will naturally want to try it on for size. However as long you are still deciding whether to keep it or not, you are responsible for taking care of our goods. Consequently please make sure to not damage the item and all additional materials (like price tag and protection slip).
Payment option for refunds and time for processing
- Refunds can only be issued to your original payment method.
- Returns are processed within 5-14 business days of package receipt.
- All returns must include Order Number that you received in My Account section