return and exchange policy
At Lace & Luxe, we take pride in offering luxury lingerie while maintaining the highest standards of
hygiene and quality. Please read our Return & Exchange Policy carefully before placing your order.
1. RETURN POLICY
To be eligible for a return, items must meet all of the following conditions:
• Unworn, unused, and unwashed
• Original tags and hygiene seals intact
• In original packaging
• Free from stains, odors, makeup marks, or damage
• Accompanied by the receipt or proof of purchase
For hygiene reasons, any item that appears worn, tried on, or altered will not be accepted.
2. How to Request a Return
To start a return, please contact us at: marketing@laceandluxe.ae
Include:
• Order number
• Reason for return
• Clear photos (if damaged, defective, or incorrect item)
• Returns must be approved before shipping.
Items sent without prior approval will not be accepted.
Our team will not be responsible for booking and covering the return shipping costs. For your
protection, we recommend using a delivery service that provides insurance for the value of the
goods.
3. Damages, Defects & Incorrect Items
Please inspect your order immediately upon delivery.
If you receive an item that is:
• Defective
• Damaged
• Incorrect (wrong item, size, or color sent)
Contact us within 24 hours of delivery at marketing@laceandluxe.ae with clear photos so we
can resolve the issue promptly.
4. Non-Returnable Items (Hygiene Policy)
Due to the intimate nature of lingerie, we do not accept returns on:
• Panties, briefs, thongs
• Bodysuits
• Lingerie sets where hygiene seal is removed
• Shapewear
• Hosiery / stockings
• Items worn directly on the skin
• Sale, clearance, or promotional items
• Gift cards
These exclusions are strictly enforced for hygiene and safety reasons.
5. Exchanges
We do not offer direct exchanges.
The fastest way to receive a different item is to:
Return the eligible item (after approval)
Place a new order once the return is accepted. Please note that this does not include a refund of the
original outbound shipping cost or the return shipping cost of the initial item.
6. Refunds
Once your return is received and inspected:
• We will notify you of approval or rejection
• Approved refunds will be issued, calculated as product value minus the shipping fee and
handling cost, and any payment gateway fees incurred. Refunds are processed within 10
business days
Please note:
Bank or credit card processing times may vary.
If more than 15 business days have passed since approval, please contact us at
marketing@laceandluxe.ae