The dresses on the website are beautiful.. If I could afford all of them I would buy them all. I recently purchased a dress that needed an exchange for a bigger size.. Customer service the prompt de... Se mer
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För att skydda plattformens integritet granskas både verifierade och overifierade omdömen av vår automatiserade programvara som är tillgänglig dygnet runt. Tekniken är utformad för att identifiera och ta bort innehåll som bryter mot våra riktlinjer, inklusive omdömen som inte är baserade på en äkta upplevelse. Vi är medvetna om att vi inte kan lägga märke till allt. Det går att flagga sådant som du tror att vi kan ha missat. Läs mer
Det här tycker kunderna
Excellent customer service , ordered a dress I had been waiting to come back into stock for wedding and the wrong item arrived . I needed the dress the next day and they immediately rectified the iss... Se mer
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 c... Se mer
Företaget har svarat
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 e... Se mer
Företaget har svarat
Företagsinformation
Skrivet av företaget
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!
Kontaktuppgifter
London, Storbritannien
- +442073230535
- customercare@laceandbeads.co.uk
- laceandbeads.co.uk
4,1
Bra
348 omdömen
Ber kunder att lämna omdömen
Detta företag bjuder in sina kunder att lämna omdömen – oavsett om de är positiva eller negativa
Har besvarat 87 % av sina negativa omdömen
Svarar vanligtvis inom 2 veckor
Så använder företaget Trustpilot
Se hur deras omdömen och betyg hämtas, betygsätts och modereras.
Impressed by dresses not the returns process
The dresses are lovely but the zips aren’t the best. Returned my order and saw that 2 of the 4 dresses were refunded. Yes, they refunded the other 2 when I emailed them and showed evidence but this has never happened before. Not impressed!
13 juni 2025
Omdöme utan inbjudan
Svar från Lace & Beads
Thank you for your feedback.
We’d like to explain that we initially sent you a returns label after you reported one of the dresses as faulty. Upon receiving your return, the package arrived in an open condition and contained two dresses but as per your returns note there were four items marked. As a result, we replied to your email to confirm which items you had sent back, since only one item was originally reported as faulty.
Despite the confusion and the missing items, we went ahead and processed a full refund for all four dresses as a gesture of goodwill.
We truly appreciate your understanding and hope to serve you better in the future.
Highly recommend, excellent dresses and customer service
I ordered two dresses for my wife, the package came damaged and one dress was missing.
I made contact with support and after 1 email, they had responded and resolved the situation for me.
They offered to send the dress out via Royal Mail special delivery.
Both dresses were perfect for the occasion and the wife was extremely happy and so was I!
Remember, happy wife, happy life.
If only all companies had this level of excellent customer service
9 juni 2025
Omdöme utan inbjudan
Svar från Lace & Beads
Thank you so much for sharing your experience with us.
We’re really glad to hear that your wife loved the dresses and that everything turned out well in the end, that honestly makes us so happy.
What happened with your order is highly unusual, and we’re really sorry for the inconvenience it caused. We’re grateful you gave us the chance to make it right.
We’re happy that we could sort it out quickly for you, and your kind words about our service truly mean a lot.
Thanks again for your trust and support. We’ll keep doing our best to make every experience just as smooth, and we hope to serve you again soon.
Poor returns process
Beautiful clothing although material a little scratchy.
Won’t be using the company again purely because of the returns process.
Too costly to find the perfect dress.
2 juni 2025
Omdöme utan inbjudan
Svar från Lace & Beads
We’re really sorry to hear about your experience with the returns process. We do ask our customers pay for returns shipping, as noted in our returns policy.
We deeply value our customer's satisfaction and would love the opportunity to make your Lace & Beads experience better. We have sent you an email with further details and hope to hear from you soon.
Schönes Kleid, aber Rückgabe extrem teuer
Das Kleid kam schnell an und der Kundenservice hat sehr zügig und freundlich geantwortet – aber leider war das auch das Einzige, was gut lief.
Ich habe ein Kleid für 107,11 € bestellt – dazu kamen 15,46 € Versand + 27,84 € Zoll. Das Kleid war sehr schön, die Größe fiel aber deutlich zu klein aus, also musste ich es zurückschicken. Vom Kundenservice wurde mir vorher zugesichert, dass keine Rücksendekosten anfallen, wenn ich das Paket korrekt als „Returned Goods“ deklariere. Das habe ich getan – trotzdem musste ich 29,99 € für den Rückversand nach UK zahlen.
Den Kaufpreis habe ich zügig zurückbekommen, aber über 70 € Zusatzkosten blieben an mir hängen. Nie wieder – für Kund*innen außerhalb UK nicht empfehlenswert!
15 maj 2025
Omdöme utan inbjudan
Svar från Lace & Beads
Thank you for your feedback - we’re truly sorry to hear you were disappointed.
To clarify, while we always aim to support our customers through the return process, return shipping costs are the responsibility of the customer, as outlined in our returns policy. In our previous communication, we mentioned that there would be no customs charges on returns if the package is correctly marked as “Returned Goods.” We didn’t intend to suggest that return shipping itself would be free, and we sincerely apologise for any confusion.
The customs fees you initially paid were collected by your local customs office and are not retained by us. You should be able to claim a refund for these charges directly from them - please let us know if there is any additional evidence you need from us for them to facilitate the refund.
We completely appreciate your concern and are genuinely sorry things didn’t go as smoothly as expected. As a gesture of goodwill, we’d like to offer you 15% off your next order - your satisfaction truly means the world to us.
All round 5 star.
Lovely dress. Good quality. Arrived super quick. Great customer service when emailed. Would highly recommend!
16 maj 2025
Omdöme utan inbjudan
Svar från Lace & Beads
Thanks so much for the lovely review! We’re really glad to hear you’re happy with the dress and that everything—from the quality to the delivery and customer service—met your expectations. We truly appreciate the recommendation!
Excellent All Round Customer Service, 10/10 !!
Excellent All Round Customer Service 10/10 !!
Recently purchased a dress for my wife ... before I paid for the item Sadiq (Customer Services) was very helpful & prompt on my email queries on e.g. measurements on different parts of the dress. The purchasing process was easy & delivery was prompt. Unfortunately in the end the dress wasn't the right size & had to return it & liaised with Sadiq (Customer Services) for the returns process ... received refund in a timely manner. Would recommend this seller & I would use again.
9 april 2025
Omdöme utan inbjudan
Svar från Lace & Beads
Thank you for your wonderful review! We're so pleased to hear that our customer service team was able to assist you effectively and make the entire process, from purchase to return, as smooth as possible. It's always our goal to provide prompt, helpful service, and we're glad we could make a positive difference. We truly appreciate your recommendation and look forward to serving you again in the future!
Quick shipping and excellent service
30 april 2025
Omdöme utan inbjudan
Svar från Lace & Beads
Thank you for your kind words! We're glad to hear you were happy with the quick shipping and our service. We appreciate your support and look forward to serving you again!
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.
21 april 2025
Omdöme utan inbjudan
Svar från 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.
10 april 2025
Omdöme utan inbjudan
Svar från 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.
4 mars 2025
Omdöme utan inbjudan
Svar från 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
19 februari 2025
Svar från 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.
31 januari 2025
Omdöme utan inbjudan
Amazing dress
Amazing dress, looks even better than pictures, top quality. Definitely will buy again from lace & beads
23 december 2024
Svar från 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.
4 december 2024
Omdöme utan inbjudan
Svar från 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.
Svar från 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
Svar från 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.
Svar från 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.
Svar från 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.
25 november 2024
Svar från 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!
22 november 2024
Omdöme utan inbjudan
Svar från 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!
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