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
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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
Asks customers to review
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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Beautiful dress
Beautiful dress. A bit more than I would normally pay but totally worth it. Delivery was fast as a bonus. Highly recommended!
January 23, 2024
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. If you have any further queries or concerns, please do not hesitate to reach out to us directly at customercare@laceandbeads.co.uk
Nice dress
Nice dress. Amazing fabric. True size. Good quality. The color doesn't look like the picture. Looks like apricot/ peach color but not true nude. I will keep it, because I paid an extra fee tax for UK— Europe delivery and no free return.
January 16, 2024
Reply from Lace & Beads
Thank you so much for your kind words! We’re happy to hear you loved the dress. Knowing that we met your expectations truly means a lot to us. We are glad to hear this dress turned out to be a perfect fit despite your initial worries.
We look forward to helping you find more beautiful outfits in the future. If you have any further queries or concerns, please do not hesitate to reach out to us directly at customercare@laceandbeads.co.uk
Great service
Great service. Delivered very quick. Had to return due to me thinking I’m skinnier than I am 😩 but refund was easy and efficient! Got the top which is absolutely stunning by the by again I’m literally within a day or two. Would definitely recommend and shop here again! Thank you so much gang x
January 22, 2024
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 quick delivery and easy returns 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.
I did not receive my product
January 22, 2024
Reply from Lace & Beads
Thank you for bringing this to our attention, and we sincerely apologize for any inconvenience you experienced with the delivery of your parcel. We appreciate your patience and cooperation throughout the process. After investigating the issue with Royal Mail and Canadian Post, we learned that there was a fault on the Canadian Post side, which was out of our hands, leading to the absence of a delivery card. We have addressed this matter with both courier services to prevent such incidents in the future. We're pleased to hear that you were able to pick up your package using the provided delivery card number. Your satisfaction is of utmost importance to us, and we are continually working to improve our delivery processes. If you have any further concerns or if there's anything else we can assist you with, please don't hesitate to reach out to our customer service team directly.
Sizings all off
I ordered a midi dress in my size but when it arrived the dress came to my ankles and was far too small around the waist. Bought this for a friend's wedding and now I'm going to have to pay for a return, wait for a refund, and then buy something else which is a really tight turn around.
I'm not a short person, I'm taller than most of the people I know so I don't know how a midi fits like a maxi, especially when the dress had a maxi version.
Not a fan of having to pay for tracked returns when the reason I'm returning it is because the sizings of the dress are wrong advertised. Wouldn't shop again because of this.
February 1, 2024
Unprompted review
Reply from Lace & Beads
Thank you for sharing your experience with us. I'm genuinely sorry to hear that the dress didn't meet your expectations, especially considering that it's one of our bestselling styles.
Regarding the return process and the unexpected sizing issue, we understand your concerns. While we don't offer free returns for non-faulty items, we're committed to making the return and refund process as smooth as possible for you.
Our customer service team is here to assist you further with your return and refund process. Please don't hesitate to reach out to them at customercare@laceandbeads.co.uk, and we'll do our utmost to ensure that your shopping experience with us remains positive.
Once again, we apologize for any inconvenience this may have caused, and we truly appreciate your understanding and patience. Your satisfaction is our priority.
So disappointed, won't be shopping here again
I loved the look of several dresses on the website and wanted to place an order so I registered by email address to receive the 10% discount off my first order. I submitted my email address and received a welcome email but there was no discount code on the email. I then emailed customer service but over 2 weeks later I still hadn't received had a response (and to this date I still haven't). I've since tried with a different email and received the same welcome email, again with no discount code.
I subsequently placed an order anyway because I really wanted to try the dresses and was so disappointed to find that even though both dresses I ordered were the same size, one fit perfectly and the other one looked as though it was 3 sizes too small and a really cheap feeling dress anyway (which was shocking because of the price of it!). I was then annoyed to find I had to pay for tracked postage to return the dress.
This is the first and last time I'll be using Lace and Beads. I just wish I'd read the reviews first and I would've realised not to bother in the first place.
January 15, 2024
Unprompted review
Reply from Lace & Beads
Thank you for bringing your experience to our attention, and we sincerely apologize for the inconvenience you encountered.
We deeply regret the oversight regarding the non-receipt of the discount code. We're actively addressing this glitch in our system, and we apologize for any frustration it may have caused.
In regards to your email, we would like to ensure that we address any missed communication promptly. Could you kindly provide us with the email address you used to contact us? This will help us investigate the matter further.
Your feedback regarding the quality of the dress is invaluable to us. We take such comments seriously and will promptly relay them to our quality assurance team for thorough review and improvement.
Concerning the returns charge, we understand your disappointment. However, as per our returns policy, we cover return costs only in the case of faulty items. We apologize for any confusion or inconvenience this may have caused.
We truly appreciate your honest feedback and the opportunity to improve our services. Should you have any further concerns or queries, please do not hesitate to reach out to us directly at customercare@laceandbeads.co.uk
The dress was lovely well made
The dress was lovely well made, but the length was too long and I had to have it shortened. The dress was expensive for what it was. Delivery was quick, I paid extra for express 24 delivery. They should do it in different
Lengths. I would definitely buy from lace and bead again.
January 18, 2024
lovely dress
January 17, 2024
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
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
I love the dress i bought from Lace & Beads
I love the dress i bought from Lace & Beads.
Also it was delivered within 3 days.
I'm impressed.
January 15, 2024
Reply from Lace & Beads
Thank you so much for taking the time to share your experience! It's great to hear about your positive experience with quick delivery and quality clothing. 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!
Great quality of clothing and arrived…
Great quality of clothing and arrived so much quicker than I would have expected! Literally a couple of days
January 15, 2024
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
My outfit was beautiful
My outfit was beautiful! Arrived quickly and true to size, absolutely loved it and had so many compliments on the day. Thank you
January 15, 2024
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.
Outstandig beautiful dress
Good quality, beautiful colour, excellent length, I'm 1,76 m and 70 kg. Ordered a size 14, just because I was worried a size 12 would be too short. A bit loose around the top, but I will keep it anyway!
As I live in Switzerland I had to pay taxes. Just keep that in mind, should you live outside the UK.
January 8, 2024
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!
Overall fairly good
I have to say, Lace&Beads have been fantastic with numerous orders to try and find the right sizes and styles of bridesmaid dresses. The delivery has been fast, the returns have also been quick to be processed. Though you do have to pay for tracked delivery to return each time and they recommend insurance on top, so it does cost to return. Also, most dresses have come with some detailing issues e.g. beads missing, but they do provide a bag of beads. Zips could be better but most are fine. Definitely size up would be my advice! Overall, would recommend if you there is something from there that you really want.
December 27, 2023
Reply from Lace & Beads
Thank you for sharing your feedback with us. We apologize for the inconvenience caused to you. We’re delighted to hear you loved the dress and were happy with the quality and our quick shipping service. We understand your disappointment about the dress issues and your feedback means a lot.
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
We are thankful to you for your positive review and glad to hear about your positive experience with quick refund process.
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
Difficult returns process
The dresses were okay and parcel arrived on time. Bought two sizes of one dress type and kept one, returned the other one. The other dress type I bought was an odd size - too small in some areas and too big in others.
Customers have to organise and pay for tracked return delivery themselves to be able to return items - I wouldn't rush to order again from here because of this. When buying expensive occasion dresses that seem to vary so much in size, it should be easier to return items when they don't fit.
December 15, 2023
I still didnt receice my order
I still didnt receice my order. The shipment status is the same for over a week now.
December 27, 2023
Reply from Lace & Beads
Thank you for your feedback, and we sincerely apologize for the delay in your delivery. The holiday season and current circumstances in Israel have posed unexpected challenges.
Deliveries to Israel are particularly affected, with delays due to numerous flight cancellations. The situation is dynamic and may change at short notice. We understand this may be inconvenient and appreciate your patience.
Our estimated delivery times (3-5 days for Europe, 5-7 days for non-European destinations) are impacted by a backlog. Customs clearance adds extra days, but our team is actively expediting processing to minimize delays.
We appreciate your understanding during these challenging times.
The dress is beautiful the material &…
The dress is beautiful the material & everything to my expectations
December 21, 2023
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.
Unfortunately the shipment to Germany…
Unfortunately the shipment to Germany was not sent on time. Disappointing
December 20, 2023
Reply from Lace & Beads
Our sincere apologies for the inconvenience caused by the delay in your shipment to Germany. Your order was placed on the 19th December and was promptly dispatched on the 20th. Regrettably, it seems that the delay occurred during the customs clearance process.
We genuinely appreciate your patience and understanding throughout this unforeseen delay. On a positive note, according to the tracking information, we can see that the parcel is due to be delivered today.
If you have any further questions or concerns, please feel free to reach out to us at customercare@laceandbeads.co.uk.
Great service from start to finish
Great service from start to finish, my dress arrived very quickly in the post, unfortunately it didn’t fit me so I returned it, my money was back in my account literally 2/3 days later
December 4, 2023
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!
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