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
- #9 of 11 best companies in Bridal shop
- #444 of 596 best companies in Clothing Shop
- #239 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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No free returns
Delivery was prompt but they don't offer free returns which is very frustrating when the sizing isn't accurate so you have to order multiple sizes. Also the returns address they provide doesn't show up on the post office automated system so I had to pay for a premium returns service in order to return the products. Refund was provided very quickly though.
30 November 2023
Very impressed!
Received a beautiful blue sequin top from the sale within delivery timescales. I was impressed with the quality of the piece and will definitely be shopping with Lace & Beads again!
11 December 2023
Bad customer service
The dress I order was amazing. Ordered 2 diffrent sizes of the same dress.
I have returned the smaller size un opened.
But after reading the returns procedures i was a little worried so i emailed the customer service team.
I have not received confirmation of my email being received, i havent had a response.
Ive since returned the dress and now i am extremely worried i wont receive my refund.
Haveing had to pay a very high customes bill on getting the order.
This experience is not given me much faith to order from the sight again.
27 November 2023
Reply from Lace & Beads
Thank you for taking the time to share your feedback. We're delighted to hear that you loved the dress.
We received your email on November 11th at 20:44 and responded promptly the next morning on November 12th at 04:12, providing clarification on our returns policy. If, for any reason, our response didn't reach you and ended up in your spam folder, we sincerely apologize for any inconvenience.
As mentioned in our reply, our standard return policy allows for a 30-day window from the date of delivery for returns. Rest assured, once we receive the dress back, we will promptly process your refund.
Regarding the customs charges, we understand the frustration, but unfortunately, we have no control over these charges as outlined on our website.
We appreciate your understanding and patience throughout this process. If you have any further questions or concerns, please feel free to reach out to us directly.
Nightmare if things go wrong …
I ordered a dress when it arrived the size was small but I loved the dress - I reordered and the size was right but i was sent the wrong colour - I emailed and got no response - I ordered the 3rd time and again the wrong dress colour arrived - I emailed again but had no response- then I realised original dress I was sent in the wrong colour - then for the 4th time I ordered the dress in the other pink and today the right colour dress arrived and the right size - I am horrified I have have had to pay delivery charge £3.99 x 4 and the also return cost for tracked delivery - I also lost the 10% discount - the only positive is that they refund very fast - I won’t be ordering again due to hassle! They don’t have a helpline so if things go wrong hard to ratify and also they don’t respond to emails!
4 December 2023
Reply from Lace & Beads
We are so pleased you loved the dress and we sincerely apologize for the challenges you encountered
We sincerely apologize for the oversight in sending the dress in the wrong color with your first order. In such rare cases, as mentioned on our website, our policy is to refund the customer in full, including delivery charges, and provide a free returns label.
As communicated via email the dress received in your second order was in the correct color.
Regarding the communication timeline, we received your initial email on November 30th at 19:09 concerning our refund policy, and we responded promptly the next morning on December 1st. The subsequent emails were received after our office hours on December 6th, all after 18:30. We addressed your multiple emails promptly the next morning on December 7th at 07:35, doing our best to respond as quickly as possible.
In our response, we communicated that if you placed a 3rd order for the same dress you would receive the same color as your 2nd order.
To address the inconvenience you faced, we'd like to extend our sincere apologies and offer the following resolution:
We are willing to refund your delivery and return charges for the second order. Additionally, we will add a 10% discount to the order you chose to keep.
If you choose to accept this resolution, please email us the details of the return charges to customercare@laceandbeads.co.uk.
We appreciate your understanding and hope to rectify this situation to your satisfaction.
Excellent experience
Ordered the most beautiful dress however size not in stock. Received prompt email and ordered smaller size. The dress arrived which was stunning but sadly just too posh for my event! Returned and very prompt correspondence confirming refund etc. although I didn’t buy a dress from lace and beads, I can highly recommend customer service
27 November 2023
Amazing dress ..I really liked it
27 November 2023
Extremely disappointed
This was suppose to be a birthday dress which I treated myself too. I used the size guide given to ensure I had the correct size. When the item arrived (in good time) it was incredibly small and couldn’t even fit on my friend who is two dress size smaller than me. Very upset about this as I was looking forward for what I thought would have been a timeless dress not just for my birthday. Unfortunately I am further disappointed about now losing money too due to having to pay for tracked returns. Wouldn’t recommend and I should have read the reviews first before buying from this store
6 December 2023
Unprompted review
Reply from Lace & Beads
I'm truly sorry to hear about the challenges you faced with your birthday dress. Your feedback about the sizing issue is crucial, and I appreciate you bringing it to our attention. To make amends, we'd like to offer you a full refund, including the cost of the tracked returns. Your satisfaction is our priority, and we want to ensure you're not out of pocket due to this experience.
Please reach out to our customer support team at customercare@laceandbeads.co.uk with your order details, and we'll expedite the refund process for you. We value your input and are committed to learning from this to enhance our services.
I understand the importance of a timeless dress, especially for special occasions, and I hope we can make this right for you.
Delivery was good and arrived in time…
Delivery was good and arrived in time and the dress was beautiful. Unfortunately, the dress did not fit and I had to return. However, I decided not to order a smaller size because of the smell of the dress. It was terrible. It has obviously been stored somewhere and the smell was very overpowering. Because of this I only give 1 star rating.
23 November 2023
Reply from Lace & Beads
Thank you for taking the time to share your feedback. We're thrilled to hear that your dress arrived on time and that you found it beautiful. However, we are truly sorry that it didn't fit as expected, and we understand your decision not to order a smaller size.
We sincerely apologize for the unpleasant smell you encountered. That's not the experience we want for our customers, and it's clear we fell short here. Your feedback is invaluable, and we're committed to addressing this issue to ensure it doesn't happen in the future.
To make things right, we would like to offer you a full refund for your purchase, including the return shipping costs. Please reach out to our customer support team at customercare@laceandbeads.co.uk with your order details, and we'll ensure a swift resolution.
Your satisfaction is important to us, and we appreciate your understanding as we work to improve our processes.
I ordered two bridesmaids dresses and…
I ordered two bridesmaids dresses and they were absolutely beautiful unfortunately had to send them back as they came up small.. I received the refund so quickly I’m really impressed. Will definitely order bigger sizes I do think that they are small for the British market.
20 November 2023
Very pleased!
I ordered the Sydney dress in a size up as recommended but was unfortunately too big. I returned it and received the refund within 3 days. I have now reordered the dress and the sign up discount was honoured. Great communication and very happy overall! And the dress is gorgeous, thank you <3
28 November 2023
Unprompted review
Amazing service and the dress is…
Amazing service and the dress is absolutely beautiful! The perfect prom dress🩷
16 November 2023
Absolutely amazing!!
Absolutely amazing!!! Ordered the dress and came exactly how I expected on the pictures. Reliable tracking service and couldn’t recommend the company enough. Definitely will be ordering again
30 October 2023
Reply from Lace & Beads
Thank you for your review. We are sorry to hear you did not receive your order.
We dispatched your order the next working day, 2nd November 2023. Through the tracking we can see your package has been available for collection since 9th November 2023. It will be available at the collection point until November 24th. Please collect it at your earliest convenience, presenting a valid ID.
For further assistance, kindly contact us via email at customercare@laceandbeads.co.uk
Looks exactly like picture sizing is…
Looks exactly like picture sizing is good.
Material could be better seems a bit thin
2 November 2023
Delivery was early
Delivery was early, quality of the fabric was outstanding and the dress is a true showstopper.
17 October 2023
Beautiful quality dress delivered…
Beautiful quality dress delivered quickly. Unfortunately the length was too short for my height so I had to return. Refund was given with no issues. Would happily recommend
19 October 2023
Speedy service & high quality
My daughter loves the dress. It is comfortable and fits according to the sizing information. It looks so elegant. She is going to wear it to my daughter's wedding. We live in the U.S. and the dress shipped and arrived quickly.
18 October 2023
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