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
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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
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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
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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DO NOT BUY FROM THEM UNLESS YOU WANT YOUR MONEY STOLEN.
I ordered a dress from L&B in my usual size, but the dress they sent was at least 3-4 sizes too small. After explaining the issue, L&B acknowledged it was a manufacturing error and promised to issue a refund. However, they informed me that they do not provide return labels for international shipping. Instead, they told me I would need to pay for the return shipping upfront, with the assurance that I would be reimbursed once they received the item.
I paid $170 for international return shipping out of pocket. Once the return was confirmed, L&B promised to reimburse me for the shipping cost. Yet, it’s been 12 days since their promise, and I have yet to receive any reimbursement. Despite multiple follow-up emails, I’ve received no response.
This experience has been nothing short of unprofessional and fraudulent. L&B lied to me twice about reimbursing the shipping cost, and now I’m out $170—more than the price of the dress itself.
I highly advise against purchasing from this company unless you want your money stolen.
April 21, 2025
Unprompted review
Reply from Lace & Beads
We sincerely apologise for the inconvenience caused by this order.
As discussed, we arranged to reimburse your shipping and customs fees as a gesture of goodwill, given your concerns with the fit of the dress. Please note that the refund of the dress was processed on the same day we received the returned item.
Unfortunately, we were not aware that PayPal would place a 28-day hold on the payment for shipping and duty. We have submitted multiple complaints to PayPal and are actively following up with them to expedite the release of the funds into your account.
Customer care is extremely important to us, and we deeply regret the frustration caused by this delay. As mentioned in our previous email, we will contact you as soon as we receive confirmation from PayPal that the payment has been released.
Dress did not fit but no problem with returns process
Ordered a dress that sadly did not fit. Returned via mail and did pay for the postage. However I have now recieved a refund for the dress. Would recommend for trying dresses.
April 10, 2025
Unprompted review
Reply from Lace & Beads
Thank you so much for your kind feedback!
We're sorry to hear the dress didn't fit, but we're really glad the return process went smoothly and your refund was processed without a hitch.
We truly appreciate your recommendation and hope to welcome you back soon—hopefully next time with the perfect fit!
I’ve been waiting for a refund since…
I’ve been waiting for a refund since March 4th, and customer care keeps directing me to speak with my bank. They don't seem willing to resolve the issue. My last email, which included screenshots from my bank confirming that I have no pending refunds, has now been ignored.
March 4, 2025
Unprompted review
Reply from Lace & Beads
Thank you for your review. We appreciate your concerns and hope to clarify the situation with your return.
We would like to clarify about the refund status, as mentioned in our most recent email, the refund has been processed on our end, and we’ve provided you with the Acquirer Reference Number (ARN): 74208475071000000111362. This number is specifically used by banks to trace transactions, and we kindly advised you to share it with your bank to help locate the funds.
We also attached a supporting screenshot in our last email to you , to assist with this process. Should you need any further information from us, we’re more than happy to help.
Beware It costs a LOT to send back
Ordered dresses which I’m trying on did not suit me.
Found I had to pay for returning the dresses
February 19, 2025
Reply from Lace & Beads
Thank you for your feedback. We’re sorry to hear that your return experience didn’t meet your expectations, and we truly appreciate the opportunity to clarify.
Your refund of £157.50 was processed, reflecting the 10% discount you applied at checkout, which reduced your order total.
The £3.99 shipping fee was not refunded, as per our policy, since shipping costs are non-refundable.
Regarding return shipping, we do not provide prepaid return labels for non-faulty items, as outlined in our Returns Policy. We understand this may not be ideal, and we appreciate your feedback on this matter.
If there’s anything else we can assist you with, please don’t hesitate to reach out to our customer care team at customercare@laceandbeads.co.uk.
Excellent customer service and very elegant good quality dresses.
They have very good quality and affordable prices. I ordered a dress which was too big for me and they offered to send a smaller size with the same price. I got mine on sale and the price had gone up by the time i returned it. But they were absolutely marvellous and managed to send another one out the same day they received mine. I can’t recommend them enough and i will definitely buy from them in future. Their customer service is the absolute best. They reply back within hours and manage to sort out everything. Their deliveries are very promt and they deserve 10 stars.
January 31, 2025
Unprompted review
Amazing dress
Amazing dress, looks even better than pictures, top quality. Definitely will buy again from lace & beads
December 23, 2024
Reply from Lace & Beads
Thank you so much for sharing your thoughts with us! We’re so happy we could meet your expectations, and your feedback means a lot to us. We look forward to having you shop with us again soon!
Bought a dress for 150 euros that lost…
Bought a dress for 150 euros that lost about 500 beads in 3h of sitting and more keep unraveling and falling off with every step. Bought at a German department store. Absolutely embarrassing and I'd caution against anything with sequins and beads from this brand. At this price point, this is unacceptable.
December 4, 2024
Unprompted review
Reply from Lace & Beads
Thank you for sharing your feedback, and I’m truly sorry to hear about the issues you've experienced with the dress. As these dresses are hand-embellished, there is a possibility that some sequins may loosen during transit, but this should not happen to such an extent. This is absolutely not the quality we aim to provide our valuable customers.
We sincerely apologise for the inconvenience. We recommend contacting the department store where you purchased the dress, as they should be able to assist you with a refund or replacement.
Reply from Lace & Beads
We are thankful to you for your positive review and glad to hear that you really loved the dress overall. It's great to hear about your positive experience with quick delivery and quality clothing. It’s great to know that we met your product and service expectations overall.
If there’s anything else we can do to make your experience even better next time, please don’t hesitate to reach out to us at customercare@laceandbeads.co.uk
Reply from Lace & Beads
Thank you for sharing such a lovely review! It’s wonderful to know the dress made you stand out and brought so many compliments your way – that’s exactly what we aim for our valuable customers.
We’d be thrilled to help you create more memorable looks in the future. Feel free to reach out anytime at customercare@laceandbeads.co.uk, and we’ll be happy to assist you.
Reply from Lace & Beads
Thank you so much for your kind words! We’re delighted to hear you loved the dress and were happy with our service. Knowing that we met your expectations truly means a lot to us!
We look forward to helping you find more beautiful outfits in the future.
Reply from Lace & Beads
Thank you for your amazing feedback! We’re thrilled to know you loved the dress and were happy with the quality. It means so much to us that we could meet your expectations. We look forward to helping you find even more beautiful outfits in the future!
I ordered my bridesmaid’s dresses from…
I ordered my bridesmaid’s dresses from lace and beads a few years ago and they were beautiful and fantastic quality. Returned for more when I saw them on ASOS and bought a beautiful tulle dress for Christmas and I’m OBSESSED. Great sizing too for a more structured dress it’s perfectly roomy but still looks fitted.
November 25, 2024
Reply from Lace & Beads
Thank you so much for your review! We’re so happy to hear the bridesmaid dresses were perfect, and that you love your new tulle dress for Christmas! It’s great to know the sizing worked just right for you. We really appreciate your continued trust and can’t wait to help you find more beautiful dresses in the future!
Unexpectedly great customer service
Unexpectedly great customer service!
I ordered 7 bridesmaid dresses, unfortunately one size was unavailable after I ordered and had an immediate refund and 6 dresses were shipped.
We love love love the dresses! But at the time I had to return due to not being able to get dress number 7, within the returns window.
Downside was a little pricey to send 6 fully embellished dresses back, via Royal Mail.
However, I popped on the returns note that we just needed the one size and I would have had all the dresses. I had a lovely surprise email, saying they were able to confirm the dress would be coming into stock in two weeks and they agreed to resend the whole order in all the sizes I needed.
Perfect customer service, going above for me! They could have just issued the refund and left it at that! But super pleased to have all 7 dresses now!
November 22, 2024
Unprompted review
Reply from Lace & Beads
Thank you so much for taking the time to share your experience! We’re delighted to hear that we could assist with the sizing issue and that you love the dresses. Walking that extra mile to ensure our customers are happy is something we truly take pride in.
Your satisfaction is at the heart of everything we do, and we’re excited to continue serving you with our beautiful styles in the future!
Reply from Lace & Beads
Thank you for sharing your thoughts with us!
We’re thrilled that you’re happy with the dress and its quality.
Your feedback means a lot, and we look forward to continuing to provide you with beautiful, high-quality pieces.
Reply from Lace & Beads
Thank you for your amazing feedback! We’re thrilled to know you loved the dress and were happy with the quality. It means so much to us that we could meet your expectations. We look forward to helping you find even more beautiful outfits in the future!
Reply from Lace & Beads
Thank you for taking the time to share your feedback. I’m so sorry for the inconvenience caused during this process.
We’ve refunded your payment, and the amount has been credited back to your original payment method. As mentioned in our returns policy, refunds are processed once the returned item reaches our warehouse and is reviewed by our team.
For refused deliveries, it can take a bit longer for the package to make its way back to us, as this depends on the carrier’s timelines. However, once we received it, we acted right away to process your refund.
I really appreciate your patience and understanding, and if there’s anything else we can do to help, please don’t hesitate to reach out to us directly at customercare@laceandbeads.co.uk.
Reply from Lace & Beads
Thank you so much for your kind words!
We’re so glad to hear that you found our team member helpful and nice. Providing excellent service is always our priority, and your feedback means the world to us.
We hope to assist you again soon and make your next experience just as wonderful!
Reply from Lace & Beads
Thank you so much for your kind words! We’re delighted to hear you loved the dress and were happy with our service. Knowing that we met your expectations truly means a lot to us!
We look forward to helping you find more beautiful outfits in the future.
Reply from Lace & Beads
Thanks so much for your feedback , Larisa! We’re really glad the dress was just what you wanted and got to you quickly. Hope you feel amazing in it!
The price + the dress + promptness = Excellence
The dress is gorgeous and the price is excellent! Also, the dress arrived in such a short time. Definitely 5 stars!
October 23, 2024
Reply from Lace & Beads
Thank you so much for your lovely review! We’re really happy to hear that you found the dress gorgeous and a great deal. It’s always our aim to deliver quality quickly, so we’re glad we could make that happen for you.
We hope you feel fabulous every time you wear it! If you need anything else, just give us a shout.
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