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
Company replied
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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
Company replied
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
Company replied
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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I'm very satisfied with the service…
I'm very satisfied with the service from Lace & Beads and the dress is a real beauty 💜
4 April 2025
Unprompted review
Reply from Lace & Beads
Thank you for sharing your kind feedback. We are very pleased to hear that you were happy with our service and that the dress met your expectations. Your support means a great deal to us.
If you ever need assistance with future orders, please feel free to reach out to us at customercare@laceandbeads.co.uk. We're always here to help.
check reviews first
so tried several dresses by post and had to send back …i don’t think they have got any idea of correct sizes it’s an absolute joke ..a size 12 is more like a size 8 if you have a bust do not order from this company im surprised they haven’t sorted this out after seeing all
the bad reviews relating to this topic
8 November 2025
Unprompted review
Reply from Lace & Beads
We appreciate you sharing your thoughts, and we’re sorry the fit wasn’t right for you. We have passed your feedback to our team so they can review this and continue working on improving our sizing accuracy. Thank you for helping us see where we can improve.
I am absolutely thrilled with my…
I am absolutely thrilled with my experience at Lace and Beads! The dresses I ordered were stunning, and one fit my daughter perfectly — she looked gorgeous! But what truly blew me away was their incredible customer service. They were so friendly, helpful, and unbelievably quick to respond. They even sent my daughter’s dress with free next-day delivery, which was such a lifesaver, and they made the returns process smooth and stress-free.
I’m genuinely so grateful for their kindness and efficiency. Thank you, Lace and Beads — you’ve been amazing! I couldn’t recommend them more highly!
19 November 2025
Unprompted review
Reply from Lace & Beads
Thank you for taking the time to leave such a lovely review. Hearing that your daughter loved her dress and that everything arrived when you needed it genuinely makes our day. We always try to be as helpful and quick as possible, so it’s great to know the support you received made things easier for you. We really appreciate your kind words and your recommendation. Thank you for choosing us.
I had an excellent first experience…
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 consulting with their customer service team I ordered a size down and once I'd tried that on I kept the smaller size and returned the larger one. Return was processed very quickly upon return. You do have to pay for tracked postage out of your own pocket but I think this is fair enough as it wasn't the company's fault I ordered the wrong size. I would recommend measuring yourself and comparing it to their specific size chart. Occasion dresses like this are often sized differently to regular high street clothes. Would definitely consider using L&Bs again. But the dress is so beautiful I'll probably wear it to every event until it falls apart 😂
20 October 2025
Unprompted review
Reply from Lace & Beads
Thank you so much for your lovely review. We are delighted to hear that you had such a positive first experience with us and that our customer service team could assist you with the size exchange. We appreciate your understanding about the returns process and your helpful advice to other shoppers about checking the size chart.
We’re thrilled you love your dress , we hope it makes you feel amazing at every event! We look forward to seeing you shop with us again soon.
Deducted £16 from my refund - unethical
The dress was lovely but not as it seemed on the website, I spent £10 on sending the package back as per their Terms and Conditions. They deducted £16 from the refund and refuse to explain. I am going to have to go to my bank. One to avoid if you want a good experience.
18 September 2025
Unprompted review
Reply from Lace & Beads
Thank you for taking the time to leave your feedback. We’re really sorry to hear you were disappointed with your experience.
We would like to clarify that the original price of the dress was £160. After applying a 10% discount code at checkout, the total paid was reduced by £16 to £144. Our refund reflects the amount you actually paid, which is why £144 was issued.
We also replied to your email directly to help clear up any confusion, and we’re always happy to answer any further questions you may have.
Please let us know if you have any further queries or concerns.
Reply from Lace & Beads
Thank you so much for your lovely feedback. We are so glad to hear you loved your garment and found it well-priced. Your kind words and recommendation truly mean a lot to us. We look forward to the pleasure of serving you again soon.
poor delivery service, did not get the money back for it
paid a bunch for delivery, dress got here 2 weeks later than their estimated timeframe, i refused the parcel cause it was already too late and they kept the shipping money for that extremely poor service
21 July 2025
Unprompted review
Reply from Lace & Beads
Thank you for sharing your feedback and for your patience while we resolved this.
We understand that your order was delayed, and we sincerely apologise for any inconvenience this caused. Normally, international deliveries take 4–8 working days, but occasionally delays can happen because of customs formalities, as noted in our delivery policy.
Because you were already in touch with us about the situation, we went ahead and issued a full refund for your order, including the shipping cost, at the same time.
We truly appreciate your understanding and hope to have the opportunity to provide you with a smoother experience in the future.
Reply from Lace & Beads
Thank you so much for your wonderful feedback!
We’re thrilled to hear you’re happy with the quality and that your order arrived quickly. We really appreciate you taking the time to share your experience.
An international order from an anxious person
I ordered it a little more then a month before the event (international delivery, not in europe) and got nervous bc the Royal Mail kept it for about a week and a half. I contacted Lace & Beads and they assured me to wait the estimated time they provided. A day before the deadline - it arrived to a pickup location near my house.
The dress is incredible and the customer service was excellent!
17 August 2025
Unprompted review
Reply from Lace & Beads
Thank you so much for your lovely review. We’re delighted the dress arrived in time and that you’re so happy with it. It’s wonderful to hear our team could support you through the delivery process, and your kind words mean the world to us.
We’d love to welcome you back whenever you’re looking for your next special outfit.
The best of the best
I’d like to share my experience with Lace & Beads.
Unfortunately, due to unexpectedly high customs duties and import taxes, I had to refuse the parcel I originally ordered directly from the brand. It was a frustrating situation, but I must say the customer service team was extremely professional, understanding, and supportive throughout the entire return process – and for that, I’m truly grateful.
In the end, I purchased the same dress through ASOS – and I’m so glad I did! The dress is absolutely stunning – with a unique cut, exquisite tailoring, and beautiful details that make it truly one of a kind. The craftsmanship is fantastic, and the design stands out in the best way possible.
At the wedding I attended, the dress made a huge impression – I received so many compliments, and I truly felt like the most beautiful version of myself.
It’s such a shame that the UK is no longer part of the EU, as the high customs and tax charges are discouraging for customers in Europe. A dress this special deserves to be more easily accessible.
Despite the difficulties, I wholeheartedly recommend Lace & Beads and would love to purchase from them again in the future when the opportunity arises.
25 July 2025
Unprompted review
Reply from Lace & Beads
Thank you so much for your thoughtful review and for sharing your experience with us.
We're truly sorry that customs charges made things difficult, but we're delighted to hear you felt supported by our team throughout the process. It means the world to us to know the dress made you feel special and confident, that’s exactly what we hope for!
We really appreciate your kind words and understanding, and we hope to welcome you back again in the future under smoother circumstances.
Beautiful Dresses & Excellent Customer Service
I ordered a few dresses from this brand via asos and they have all been beautiful and very good quality, I’ve just been searching for the dress that suits me. I found one on their direct website and needed it express delivery as I’m due to fly out the country on Sunday, but upon my shipping confirmation I saw it said standard delivery. I emailed their customer service to ask to pay for an express upgrade as I need the dress by tomorrow. They promptly responded and offered me free upgrade to the next day delivery. Excellent customer service - thank you so much!
4 July 2025
Unprompted review
Reply from Lace & Beads
We're so glad you found the perfect dress! It was our pleasure to help make sure it reached you in time for your trip.
Your kind words mean a lot and motivate us to keep delivering great service. Enjoy your travels and your new dress!
Beautiful dress!
I’d been searching everywhere for a dress to wear to a wedding and had honestly started to lose hope. I’d ordered from several other shops, but the dresses were either poor quality, didn’t fit right, or just didn’t suit me. Then I came across Lace & Beads and found a dress that looked perfect online elegant, stylish, and exactly what I’d been looking for.
I placed the order on a Wednesday, cutting it a bit fine as the wedding was that Saturday. On the off-chance, I reached out to customer service to ask if there was any way it could arrive in time. That’s when I spoke to Sadiq, who was absolutely fantastic. He went above and beyond to help, personally arranging for my order to be expedited and to my surprise and relief, it arrived on Friday morning!
The dress was absolutely beautiful even better in person and fit like a dream. I felt so confident wearing it, and I had so many lovely compliments throughout the day.
From start to finish, the service I received was outstanding, and I genuinely couldn’t be more grateful. If you’re looking for great quality dresses and excellent customer care, I can’t recommend Lace & Beads enough!
Rosie x
25 June 2025
Unprompted review
Reply from Lace & Beads
Thank you so much for your lovely review! We’re so happy you found the perfect dress and that it arrived in time for the wedding. We’ll pass your kind words on to Sadiq, he’ll be thrilled!
We're glad you felt confident and received so many compliments, that’s exactly what we hope for.
Thanks again for choosing Lace & Beads!
Ordered a dress in two sizes for an…
Ordered a dress in two sizes for an upcoming wedding. The dress is stunning on so returned the size that didn’t fit. While it wasn’t great to have to pay for the return I was extremely impressed that the refund was processed the next day. Can’t wait to wear the dress and really happy with the quick return process!
26 June 2025
Unprompted review
Reply from Lace & Beads
Thank you so much for your kind review! We’re delighted to hear that you found the dress stunning and that one of the sizes was just right for the upcoming wedding. While return postage is the responsibility of the customer, as outlined in our returns process, we’re really pleased to know that the refund process met your expectations.
We hope you have an amazing time at the wedding and feel fabulous in your new dress!
Ordered a dress for an upcoming wedding…
Ordered a dress for an upcoming wedding in the size I am in every other brand. Arrived in a timely fashion however was about 3 sizes too small and did not do up at all. On top of that in order to return these dresses the customer needs to pay for tracked mail which cost an additional £5. Overall would not but from this brand again due to such inconsistencies in sizing
19 June 2025
Unprompted review
Reply from Lace & Beads
We're really sorry to hear about your experience, and we sincerely apologize for the inconvenience caused.
We would like to assure you that this is highly unusual ,had we known about the sizing issue earlier, we would have gladly provided a returns label to resolve this make sure you don't have to pay the returns cost. We’d still like to make things right once we have your order details, we will reimburse the return shipping fee. Additionally, we'd love to offer you 15% off your next order as a gesture of goodwill.
We’ve looked into our system but unfortunately couldn’t locate an order under the name provided. If you could kindly reach out to us via email at customercare@laceandbeads.co.uk with your order number, we’d be more than happy to assist further.
We truly appreciate your feedback and hope to resolve this for you as soon as possible.
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 June 2025
Unprompted review
Reply from 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 June 2025
Unprompted review
Reply from 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 June 2025
Unprompted review
Reply from 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.
All round 5 star.
Lovely dress. Good quality. Arrived super quick. Great customer service when emailed. Would highly recommend!
16 May 2025
Unprompted review
Reply from 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
Unprompted review
Reply from 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
Unprompted review
Reply from 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!
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