We now offer a 60 day return policy.
The items must be shipped back in time to reach us by day 60. If 60 days have gone by since your purchase, we will not be able to offer credit or an exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging with tags, seals etc still intact.
The only exception to this is faulty/defective products. Please scroll down to the warranty section for more information on this.
There are several types of goods are exempt from being returned.
Perishable goods such as chocolate, cosmetics or books cannot be returned. For hygiene reasons, we also do not accept products that are worn near intimate areas or that may be used intimately, so tampons, briefs, hosiery, fetish wear, ball gags, masks or gloves. If you have any questions or concerns, you can reach out to us directly to enquire.
Additional non-returnable items:
- Gift cards
- Downloadable products
- Shipping costs
To complete your return, we require a receipt or proof of purchase. You can email this back to us or respond to your order confirmation email.
Please do not send your purchase back to the manufacturer, unless advised to do so.
There may be certain situations where only partial refunds are granted:
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item.
We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 21 days.
Only regular priced items may be refunded, unfortunately sale items cannot be refunded. These items are sold at a final price.
We are happy to replace items if they are defective or damaged, or if you ordered the wrong size (with the exception of items listed above that are non-returnable). If you need to exchange it for the same item, send us an email with your original order details.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you. If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver. There may be exceptions to the rule so again, if you need to clarify your particular situation, please reach out.
If you would like to return your purchase, please reach out to us to confirm the return or exchange and to attain shipping details. We are not currently in a position to cover the cost of shipping the item back to us and such items will remain your responsibility until they arrive back at our location. For this reason we recommend you attain tracking/ensure items are insured in case of loss. Depending on your location, shipping times for exchanges may vary.
Your refund will be processed back on to the original payment method. If this is not possible anymore we can only offer store credit.
Lace & Tassels carries a variety of products from numerous manufacturers. While many of our products have extended warranties covered by the manufacturer, Customers are responsible for verifying the warranty period, coverage, and process, which would be indicated on the product packaging, in an insert, or online at the manufacturer’s website. Due to the nature of our products, we do not accept returns or exchanges for eligible and non-defective items beyond the dates outlined above. Products purchased with us found to be defective and accompanied by the original purchase receipt (order confirmation email) may be replaced or exchanged within 6 months of purchase, excluding any shipping charges. Customers with defective products purchased more than 6 months prior will be directed to the appropriate product manufacturer. If you need help submitting a warranty claim with the manufacturer, please contact us by emailing firstname.lastname@example.org.
FAQ: My refund is late or missing, where is it?
If you haven’t received a refund yet, but you were notified you would, and 21 days have passed, and you are confident it is not on your card statement then:
- Contact your card company, it may take some time before your refund is officially posted.
- Contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us directly and we will trace it with our payments acquirer.