We use Royal Mail Tracked 48® to get your order to you.

UK: There are no customs or import duties on our
products as the products are kept in a UK warehouse.

Europe/Worldwide: We do not currently ship outside
the UK, we do have plan to in the future.


Your order arrives in discreet cardboard box with no branding. The only label apart from Royal Mail's Stamps is a return address label with no mention of our company name.

Yes, all our orders are dispatched using Royal Mail Tracked 48®. You can track your order HERE once it's been dispatched.

We understand events such as COVID and recent postal strikes have had an impact on deliveries times, however things have started to go back to normal. In the rare occasion your parcel has not arrived within 7 days, please contact us at: and
we will investigate.

To help us process this as quickly as possible, please make sure you provide your order number within the subject of your email.
Please note we will be unable to class your parcel as missing until after these timescales (Royal Mail), due to the possibility of it being held up in local postal delays.

We take the delivery of your item very seriously. So to ensure your delivery arrives safely we only offer Royal Mail Tracked 48
Hours. If you are not available on delivery a card will be posted through the door instructing you where to collect your parcel from.

If you do not collect it within 7 days it will be returned to us and additional postage costs maybe incurred. Alternatively you
can call the number on the card to arrange for re-delivery at a more convenient

Unfortunately Royal Mail do not deliver on Bank Holidays or Sundays for Royal Mail Tracked 48® so please take this into account when ordering around the time of a bank holiday or weekend as it will affect
the estimated arrival time of your parcel by one day.

Yes, we are happy to deliver to your work address, just provide us your delivery address if different to the billing address when ordering. Please be aware that Royal Mail Tracked 48® does not require a signature so it can be accepted by any personal at the delivery address.

Don't be shy about ordering to work, our packaging is very discreet, just plain cardboard
boxes so they will not cause any embarrassment.


Here to help

We’re happy to help with any size or colour queries you might have prior to placing your order. Your products should be the right fit for you, so we’re happy to offer our advice and discuss any queries you may have. Contact us: or ask a question below.


Our exceptional quality products and customer service commitments mean the need for you to return something to us is extremely rare. In fact, faults have been found in less than 0.001% of products that leave our warehouse. If for any reason, you are not happy we will gladly refund you subject to the 'Returns Policy' below:

Faulty Goods

All items are thoroughly checked right through the manufacturing process and checked by us again before dispatch.

In the unlikely event that your product is faulty, we will happily refund your money as long as we receive the faulty item along with its packaging in the same physical state as when delivered within 30 days of original dispatch.

We cannot accept returns if:

  • Products was shipped in perfect condition.
  • Styles have been discontinued.
  • Products have been worn, is soiled or otherwise unsaleable.
  • Products are not in original unbroken packaging as shipped.

Returns Procedure

All returns must be agreed via email in advanced. Unauthorised returns may not be returned or refunded.

Contact us at:

All returned items should be sent via Royal Mail Recorded Delivery and we advise you to retain your proof of postage when sending goods back to us. This is for your own safety in case the return is lost in the postal system.

Please note: The packing and postage costs are not refundable and the buyer is responsible for the costs of returning the order items. Frustratingly, PayPal are no longer refunding sales fees so unfortunately we will no longer be able to refund any PayPal fees associated with your order.

Our Refund

On receipt of the return, as long as it is returned to us within the 30 day period, the refund will be paid back by the same method the goods were paid for initially.

This will be completed within 3 working days from receipt of the returned item. Once again please note: All returns must be agreed via email in advance.

For any inquiries regarding returns, please check our FAQ page, which may provide answers to your questions. If you require further assistance or have specific shipping concerns, please do not hesitate to contact us.

If in the rare occurrence your item is faulty we will resolve the problem as soon as possible, please contact us on

The postage costs are not refundable and the buyer is responsible for the costs of returning the order items.

The postage costs are not refundable and the buyer is responsible for the costs of returning the order items. We suggest using
Royal Mail Recorded Delivery.

No problem, if you spot an error on your confirmation please email us at: as soon as possible. We will do our best to get this updated although once dispatched we are unfortunately unable to re-route your order.


If for any reason after placing your order you decide to change your mind your order can be cancelled within 2 hours of placing the order by emailing us at luxeandlaceslingerie@gmail.comWe will then refund your full order including and delivery charges that may be applicable.

If product has already been dispatched, you then have 28 days from the day your order arrived to get a refund on your items; you just need to return all items in their original unopened condition and
packaging. Please note: we do not refund postage once your order has been

In the rare occurrence your order is incorrect we will resolve the problem quickly for you. If you are returning an incorrect product that we have sent you, please contact us so we can arrange the correct order to be sent to you and provide instruction for the return of the unwanted item(s).

You'll receive a confirmation email to the email address you provided along with your order. If you have placed an order and not received this email, first please check your spam folders and then if you still have not received the email please email us at:

Unfortunately this is not currently possible as all orders are placed on the website are linked directly to our stock control system.

If whilst placing an order on the site you find any issues please do not hesitate in contacting us at

Don't worry! We completely understand that privacy is important to our customers, so the transaction will show as ‘Luxe and Laces’ on your bank statement.

Other Questions

No not at all. It's not necessary to register to order online. During the checkout process you'll be asked whether or not you'd like to create an account with Shop, and you can choose not to if you wish.

However, we would recommend creating an account as this will allow you to easily checkout when placing future and locate your tracking number.

We offer various methods of secure payments including: All major credit cards, MasterCard, Visa, Visa Delta, Maestro, American Express, PayPal, Pay with Amazon, Clearpay and Klarna.

Yes, we have built our store on the Shopify platform and they are certified Level 1 PCI DSS compliant. This compliance extends by default to all stores powered by Shopify.

Shopify are very serious about securely hosting our store and they have invested significant time and money to certify their solution is PCI compliant.

Contact us

If you were unable to find the answer to your inquiry on our FAQ page, we kindly ask that you fill out the form below with your question. We will respond to your inquiry as soon as possible and assist you in any way we can.

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