Whilst I give them a 4 star I think that the refund process was smooth, easy and quick from start to finish. Money in my account within the week of returning. I have read other reviews with customers... See more
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
I received outstanding customer service from Lace & Beads. I needed to return my first dress as it was too small but had only a short time to replace with a bigger size in time for my neices weddi... See more
Company replied
Amazing service and the dresses are gorgeous. I have to mention the Customer Services Team in particular, who went above and beyond to help me make the right decision on my wedding dress. Sadiq could... See more
Company replied
I had an excellent first experience with Lace and Beads, I ordered a dress a size up after reading reviews that the dresses ran small. The dress was stunning but ended up being too big. After consulti... See more
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Company details
- #11 of 16 best companies in Dress Shop
- #10 of 12 best companies in Bridal shop
- #445 of 596 best companies in Clothing Shop
- #240 of 278 best companies in Fashion accessories shop
Written by the company
With over 40 years of expertise in delivering innovative fashion statements, Lace & Beads is dedicated to understanding the needs of its customer and creating a look that can transform an occasion. Founded in the heart of London, Lace & Beads offers a versatile product, designed and crafted for every customer. Our team of designers take inspiration from current trends and translate them into premium styles. We pride ourselves on quality workmanship entwined with both elegant classic shapes and exciting on-trend styles. This refreshing look is tailor-made with you in mind!
Contact info
London, United Kingdom
- +442073230535
- customercare@laceandbeads.co.uk
- laceandbeads.co.uk
4.1
Great
345 reviews
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This company invites their customers to review, whether positive or negative
Replied to 90% of negative reviews
Typically replies within 1 month
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My experience has been awful
My experience has been really disappointing. I returned my order to them, and contacted them to advise of the return as per their policy. The return method I used was tracked and showed it was delivered to their warehouse. Despite this no contact was made with me. I ended up contacting them, providing the tracking reference and they said they would locate it in their warehouse and come back to me within 1-2 days. Unfortunately 7 working days passed and still nothing so I reached out again. I was advised for a further two times to provide the tracking ref even though I’d already given it. I gave it again and was met with a very unhelpful response, telling me unless I had a receipt showing the item weight then they wouldn’t proceed further with the return or trying to locate it WITHIN THEIR WAREHOUSE. the return method I had used was UPS through a work portal so showed where it was picked up from, it’s journey and delivery. Item weight is irrelevant as they’ll see what items I returned when they opened the package which also contained a cover note and my original order confirmation so can’t really get it wrong. Really disappointing as clearly they’re wanting to keep my £300 odd even though I have proved I’ve returned and they just can’t be bothered to locate it in their own depot.
22 April 2026
Unprompted review
Reply from Lace & Beads
We are really sorry to hear about your experience, and we completely understand how frustrating this must have felt, especially with the back and forth.
We would like to clarify that the additional details requested were part of our process to help locate returns within our warehouse when a parcel has not yet been logged on arrival. We do understand that you had already shared tracking confirmation showing delivery, and we appreciate you providing this.
As per our returns policy, it can take up to 2 weeks for returns to be received, processed, and logged by our warehouse team. However, to resolve this as quickly as possible, your refund was processed in full prior to this review being posted, and confirmation was shared with you by email.
We’re very sorry again for the delay and inconvenience caused, and your feedback has been shared internally so we can continue improving our returns process.
If there’s anything further you’d like to discuss, please feel free to contact us anytime at customercare@laceandbeads.co.uk
Great experience
The order was delivered quickly even though it was international, the products are high quality and well made—I got sooooo many compliments on my dress—and when I went to return the items that did not fit the process was extremely easy. I’d definitely order again.
23 March 2026
Unprompted review
Reply from Lace & Beads
Thank you very much for your wonderful and detailed review.
We truly appreciate your feedback on the quick delivery, especially as your order was international. It’s also great to hear that you were happy with the quality of the items and that your dress received so many compliments.
We are pleased that you found the returns process easy and smooth, as we aim to keep it as smooth as possible for our customers.
Thank you again for your support, and we look forward to welcoming you back soon.
What a brilliant online store
What a brilliant online store . The dress is beautiful and I can’t wait to wear it at my son’s wedding .
27 March 2026
Unprompted review
Reply from Lace & Beads
Thank you for your wonderful review.
We’re delighted to hear that you love your dress and truly appreciate you choosing us for such a special occasion. It means a lot to us.
Wishing you a beautiful and memorable day at your son’s wedding.
Great service
Great service, returned a dress and my refund was processed really fast.
2 April 2026
Unprompted review
Reply from Lace & Beads
Thank you for your kind feedback! We're really pleased your return and refund were handled quickly and smoothly. We appreciate your support and hope to see you again soon.
Whilst I give them a 4 star I think…
Whilst I give them a 4 star I think that the refund process was smooth, easy and quick from start to finish. Money in my account within the week of returning. I have read other reviews with customers having difficulties with refunds and funds not being accurate of what they have paid. I can relate to refunds not being accurate and believe this is a downfall to this company. I was refunded the sale price i paid for my dress (standard procedure), however, I was then deducted a further £3.99 from my refund for (i think)their original delivery cost? , bearing in mind I paid £5.99 to return the dress in the first place as they do not provide free delivery. Unsure why they feel the need to claw money back from customer returns. Perhaps if they do this for every customer returns then they will make a comfortable profit....However with this in mind , that would not prevent me from ordering again from them. Thank you. 😊 x
13 March 2026
Unprompted review
Reply from Lace & Beads
Thank you for your review and for sharing your experience with us.
We’re delighted to hear that the refund process was smooth and received promptly.
We apologise for any confusion regarding the £3.99 deduction. This relates to the original delivery cost, which is non-refundable as per our policy.
Return shipping costs are the customer’s responsibility, as outlined on our website. However, if there is ever an issue such as a fault or size discrepancy, we are always happy to review and assist where possible.
If you have any concerns, please feel free to contact us directly at customercare@laceandbeads.co.uk, we’re always happy to help.
As a thank you for your feedback, we’d love to offer you 15% off your next order.
We truly appreciate your support and hope to welcome you back again soon.
I ordered a dress from here for a…
I ordered a dress from here for a wedding. The material, colour and style of the dress is amazing. Really get ypur moneys worth.
Sizing is great to I was actually able to order my size and it be a perfect fit. Fast delivery too amazing service. I will defiantly be buying all my event dresses from this website.
11 March 2026
Unprompted review
Reply from Lace & Beads
Thank you so much for your lovely review. We’re really happy to hear that you loved the material, colour and style of the dress, and that the sizing worked out perfectly for you. It’s also great to know your order arrived quickly.
We truly appreciate your support and look forward to helping you find more beautiful dresses for your future events.
5* service and dresses
Absolutely love the dresses I brought, brilliant quality and price. The customer service was incredible initially the dress I bought was out of stock but the customer service team managed to source me two dresses for my bridesmaids and gave me 10% off! Highly recommend their dresses and service!
11 March 2026
Unprompted review
Reply from Lace & Beads
Thank you for the wonderful review. We’re so pleased to hear that you loved the quality and value of the dresses. It’s great to know our team was able to help source the bridesmaid dresses for you and make the process easier.
Your recommendation means a lot to us. We hope the dresses looked amazing on your bridesmaids and we’d love to assist you again in the future.
Five Star After Sale Customer Service
I recently purchased an evening dress for my wife from laceandbeads.co.uk, which was dispatched via Royal Mail’s 24-hour priority service. Unfortunately, I realised that I had entered the wrong delivery address at the time of ordering. Shortly after, I received an email from Royal Mail notifying me that the parcel could not be delivered.
I immediately contacted the customer care team, and from the very first interaction, I was reassured that the issue would be resolved smoothly. True to their word, I received a replacement parcel at the correct address in no time. The service was prompt, professional, and stress-free........Highly recommended!
4 March 2026
Unprompted review
Reply from Lace & Beads
Thank you for taking the time to share your experience. We’re really glad our customer care team was able to assist quickly and ensure the replacement parcel reached the correct address without any stress.
Providing smooth and reliable support is very important to us, so it’s great to hear that everything was resolved promptly. We truly appreciate your recommendation and hope your wife loves the dress.
Not only beautiful dresses but excellent customer care
Not only beautiful dresses , Such a lovely service from Lace and Beads. I had to return a dress after some time due to personal circumstances and I cannot praise the service provided. Staff were super responsive and did all they could in resolving the issue. Will definitely be buying from them again.
3 March 2026
Unprompted review
Reply from Lace & Beads
Thank you so much for your kind feedback. We’re really glad we could help and make things easier for you during the return.
Your words mean a lot to our team. We look forward to welcoming you back to Lace & Beads again soon.
I ordered the white and blue patterned…
I ordered the white and blue patterned cotton dress, which is exactly as it looks on the site.
The dress was delayed a little in the post. When I informed Lace & Beads that it still hadn’t arrived, they managed to sort it all out very quickly and my package arrived 48hrs later.
Very good customer support.
MG
24 February 2026
Unprompted review
Reply from Lace & Beads
Thank you so much for your lovely review. We’re delighted to hear you’re happy with your dress and that everything was resolved quickly.
It’s wonderful to know you felt supported throughout. Your kind words truly mean a lot to our team.
We hope you enjoy wearing your dress, and we look forward to welcoming you back again soon.
Team was lovely
Team was lovely when I had a problem. I wasn't given a notification by the postal company and they reached out and helped me out massively.
18 February 2026
Unprompted review
Reply from Lace & Beads
Thanks so much for your kind words. We’re really glad we could help resolve the delivery issue for you.
If you ever need anything in the future, please don’t hesitate to reach out. We’re always happy to help.
Extremely cheap material (netting)
Extremely cheap material (netting), inaccurate colour displayed on website - the real colour cheapens the dress even more. No free return nor delivery except over a ridiculous price. Returns wouldn't even be needed if the products were of price worthy quality.
18 February 2026
Unprompted review
Reply from Lace & Beads
We’re really sorry to hear that the dress didn’t meet your expectations, and we do take feedback like this seriously.
When you first contacted us, the request was for a return, and we provided guidance based on this. Once your concerns about the material and colour were shared, we reviewed this and worked to resolve things as smoothly as possible.
We arranged a prepaid return via your registered email address, issued a full refund including the delivery cost, and processed this promptly once your return was received. We also offered a goodwill discount as a gesture.
We’re sorry again that your experience didn’t meet expectations, and we appreciate you taking the time to share your feedback.
If there’s anything further you’d like to discuss, please feel free to reach out to us anytime at customercare@laceandbeads.co.uk
Really Poor Refund Process
I returned two dresses in September 2025 via Royal Mail Tracked 24—delivered and signed for on 30 September 2025 (proof available).
What was particularly concerning: I was consistently refused a refund even after they acknowledged receipt. Communications from their team included screenshots claiming “issues with PayPal,” but when I contacted PayPal multiple times, they insisted there were no issues on their end. The screenshots provided were clearly incorrect/inconsistent with the details of the transaction via my initial claim on PayPal.
I have all the screenshots and evidence proving these discrepancies, and the conduct in these emails was the most unprofessional and frustrating I’ve experienced from any business.
Only after posting a negative review in November 2025 did they refund the full £256.50 (including the kept dress) within 24 hours. I can only assume this was to avoid further public attention.
The dresses were nice, but the returns process, lack of transparency, and misleading information make me unwilling to shop here again. Be aware: if you have issues, document everything and be prepared to escalate—public reviews seem to be the only way to get action.
Date of experience: September 2025 (refund received 3 December 2025)
25 November 2025
Unprompted review
Reply from Lace & Beads
Thank you for updating your review and for sharing your experience.
We can confirm your return was received at our warehouse on 30 September 2025. The delay in issuing your refund was due to an active PayPal case linked to the transaction, which affected our ability to complete the refund through the normal process.
During this time, our team remained in contact with PayPal and our finance department, as we were encountering refund errors within the merchant system while the case workflow was active. The screenshots shared with you reflected what was visible to our team at that time, although we understand this may have differed from the information shown to you.
Once PayPal confirmed they could manually process the refund, the full amount of your order was issued to your original PayPal payment method.
We are sorry this experience felt frustrating, and we appreciate your feedback, which has been shared internally.
If you would like us to review anything further, please contact us directly and we will be happy to help.
Everythings was great
Everythings was great! Amazing service & delivery info. Really feel seen.
26 January 2026
Unprompted review
Reply from Lace & Beads
Thank you for taking the time to share your feedback. We’re so pleased to know you had a positive experience and felt well informed throughout your order. It truly means a lot to our team.
If there’s ever anything more we can help with, please don’t hesitate to reach out.
Excellent service
I have ordered many dresses and returned them too on occasions and found the service from Sadiq always fantastic and prompt responses back!
Many thanks Sadiq!
3 February 2026
Unprompted review
Reply from Lace & Beads
Thank you very much for your kind feedback. We truly appreciate you taking the time to share your experience.
We are pleased to hear that you’ve been happy with the service and support provided. Your continued trust means a great deal to us.
Thank you again, and please feel free to get in touch if you need any further assistance.
the size is totally in accurate
the size is totally in accurate. i waste my shipping cost. the quality is not satisfying. the clothes smells not good
23 January 2026
Reply from Lace & Beads
Thank you for taking the time to share your feedback. We truly appreciate it and sincerely apologise for the issues you experienced with your order.
All of our items go through a quality and size check before dispatch, so this is certainly not what should have happened. We’re very sorry for the inconvenience this has caused.
We have sent you an email to look into this matter further and to provide a prompt resolution. We kindly ask you to check your inbox and respond so we can assist you as quickly as possible.
The dress was too long and I am still…
The dress was too long and I am still waiting for my refund
22 December 2025
Reply from Lace & Beads
Thank you for taking the time to leave your feedback. We appreciate you sharing concern regarding the sizing issue , and we’ll review it with our team so we can continue improving.
We have checked your order and can confirm that we received your return on 31st December and processed the refund on the same day.
Once a refund is issued, it usually takes around 3–5 business days for it to appear in your account, depending on your bank. If it hasn’t appeared after this timeframe.
If you have any further queries , please contact us at customercare@laceandbeads.co.uk, and we’ll be happy to look into it.
Beautiful dresses with amazing service, Lace and Beads are always a must!
I’m absolutely in love with all my dresses from Lace and Beads, they are always as beautiful as they look online if not better! Have placed many orders and each time the service has been nothing but efficient and fast, with brilliant customer service from Sadiq and team and if I’ve ever had the odd question the team have been helpful and friendly each time. Couldn’t rate highly enough, nobody does it better.
23 December 2025
Unprompted review
Reply from Lace & Beads
Thank you so much for taking the time to leave this wonderful review.
We’re so happy to hear that you love your dresses and that they’ve met your expectations every time. Knowing you’ve had smooth experiences with both your orders and our support really makes our day. The team always aims to be helpful and friendly, so your kind words mean a great deal.
Thank you again for your continued support. We look forward to helping you with your next order.
Great Customer Service Experience
Great customer service! Although processing my request took a bit longer than expected, the team was always responsive and very respectful. They answered all my questions and genuinely tried to help me in every possible way. I truly appreciate their professionalism, patience, and dedication to resolving my issue. Excellent experience overall, and I definitely recommend their service!
29 January 2025
Unprompted review
Reply from Lace & Beads
Thank you for your lovely review. We are happy to hear that you felt supported throughout the process and that our team was able to answer your questions and help you properly. We truly appreciate the understanding you showed while we completed your request.
It means a lot to us that you recommend our service. If there is anything else you ever need, we are always here to help.
Gret experience with customer service
The customer service replied promptly to help with my inquiry. I had an issue with the color and size of my dress "the taupe embellished dress". I contacted the customer service; Sadiq was extremely understanding, helpful and patient. It was a great experience which ended with the correct size and the perfect color. I am extemely thankful
17 November 2025
Unprompted review
Reply from Lace & Beads
Thank you for sharing your experience with us. I’m really glad we were able to sort out the issue with the taupe embellished dress and get the right size and color to you. It means a lot to hear that you felt understood and that the way we handled your inquiry made things easier for you.
We truly appreciate you taking the time to leave this review. If you ever need anything again, we’re always here to assist.
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