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
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
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
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Very expensive to return
You have to pay for your own returns - the only postage method that met the criteria stated on the website for returns cost me £12.15. that was to send back one dress (which, for the record, had quite an unpleasant smell to it) - just not worth it at all. I won't be ordering from this website again.
16 March 2024
Unprompted review
Reply from Lace & Beads
Thank you for sharing your feedback, as it is valuable to us in improving our services and products.
We deeply regret any inconvenience you may have encountered with your recent return. Our goal is to guarantee a smooth shopping experience for all our customers.
As per our returns policy, we do provide return labels in cases where there is a fault with the received item.
In situations like the one you described, where there is a fault in the dress, our returns policy requests our customers to inform us about such issues so that we can promptly send a return label and assist with the return process.
Please send us an email with your order number so that we can refund your return cost.
If you have any further questions or concerns, please don't hesitate to contact us. We're here to assist you,
Reply from Lace & Beads
We thank you for your review. It's fantastic to hear that you found the website efficient and that the delivery was fast. Efficiency and speed are certainly crucial factors when it comes to online shopping experiences. If there's anything else you need or if you have any other feedback, please don't hesitate to reach out to us.
Reply from Lace & Beads
Thank you for your kind review. It sounds like you're expressing satisfaction with a dress you received and complimenting the quick delivery. I'm glad to hear that you're happy with your purchase and the delivery speed. If you need anything else or have any questions, feel free to contact us anytime.
Sydney off shoulder dress pink
Bought for my Daughters yr10 prom absolutely loves it!! As suggested we sized up & it fits perfectly. Very long so will need to be cut to length. Ordered next day delivery & it arrived on time.
29 February 2024
Reply from Lace & Beads
Thank you for your kind review. It sounds like you've had a wonderful experience purchasing the Sydney off-shoulder dress in pink for your daughter's Year 10 prom. I'm delighted to hear that she loves it and that sizing up worked out perfectly. It's great that you were able to take advantage of next day delivery and that the dress arrived on time for the event. If you need anything else or have any questions, feel free to contact us anytime.
Perfect dress.
I had great experience with Lace&Beads online store.
My dress is absolutely perfect, exactly as on their website.
I'm highly recommended it.
27 February 2024
Reply from Lace & Beads
That's wonderful to hear. Finding the perfect dress can be such a special experience, especially when the online store delivers exactly what you were hoping for. Thank you for sharing your positive experience with Lace and Beads. I'm sure your recommendation will be helpful to others who are looking for high-quality dresses online. If you have any other questions or need further assistance, feel free to ask.
Good Quality
Good Quality, on time delivery, I found every thing was described in the product.
26 February 2024
Reply from Lace & Beads
Thankyou for the positive feedback. We're thrilled to hear that you received your order on time and found everything described accurately. We appreciate your support and hope to serve you again soon.
Absolutely wonderful company!
I bought a dress for my brother’s wedding, and it is STUNNING!
promptly shipped and arrived in perfect condition and well packed!
26 February 2024
Reply from Lace & Beads
That's fantastic. It sounds like you're all set for your brother's wedding. It's great to hear that the dress arrived promptly and in perfect condition. We appreciate your support and hope the dress adds to the joy of the special occasion.
Melbourne tulle midi dress.
Melbourne tulle midi dress.
My order was sent within 3 days.
The dress was beautiful and well made.
Sadly, I had to return as too small.
Return was straight forward and I received my refund within 3 days of posting.
Useful tip: a side zip was not included in the description of the dress, this would have influenced my decision to buy.
21 February 2024
Reply from Lace & Beads
Thank you for your review. We're glad you appreciated our quick service despite the sizing issue and the quality of the Melbourne Tulle Midi dress was beautiful.
It's helpful to provide feedback on the missing side zip in the dress description; That could certainly impact the purchasing decision for others. Your feedback about the product description is noted. We hope to serve you better next time.
Reply from Lace & Beads
That's fantastic to hear. A straightforward Website and quick delivery can definitely enhance the overall shopping experience. If you have any other questions or need assistance feel free to ask. We hope to serve you better next time.
Not that satisfied
I got the dress. That’s the only positive thing, but I had to pay over 20€ for customs and over 15€ for shipping. No one told me that customs is not included in the price (delivery to Germany). I wrote a mail, but they ignored it and I don’t have access to my account for some reason. Despite this experience the dress was way too large for me. I ordered a size 6 (normally I’m 8). What I got was more like a size 10 and I’m not that thin. I would not recommend to buy there, especially not when you want the item to be delivered in another country. Return isn’t worth it, because I payd over 35€ just for shipping and customs. Really disappointed
9 February 2024
Reply from Lace & Beads
Thank you for reaching out to us and sharing your concerns. We genuinely appreciate your feedback as it helps us improve our services.
We understand the frustration you experienced with the unexpected customs charges upon receiving your order. With the recent changes due to Brexit, all European deliveries are now subject to taxes and customs charges. It is essential to us that our customers are fully informed, and for this reason, we have clearly stated this policy in our delivery terms and conditions. We deeply regret any inconvenience this may have caused you. We will also ensure to make customs information more clear in our delivery terms and conditions to avoid any future misunderstandings.
Regarding the sizing issue you encountered with the dress, we sincerely apologize for any disappointment this has caused. Ensuring accurate sizing information is paramount to us, and while we make every effort to provide precise details on our website, we acknowledge that discrepancies may occur. Your feedback is invaluable, and we will thoroughly review our sizing guidelines to enhance accuracy for all future orders.
Fast delivery and a stunning dress!
Fast delivery and a stunning dress!
Ordered two sizes to choose from and my return was processed in a few days. Brilliant service
29 January 2024
Reply from Lace & Beads
We Lace and Beads provides excellent customer service along with stunning dresses. Being able to order multiple sizes for selection and having returns processed quickly are definitely valuable features when shopping online with us. Thank you for sharing your experience with us. If you have any more feedback or if there's anything else you'd like to know, feel free to ask.
Reply from Lace & Beads
Thank you for your kind review. I'm delighted to hear that you're pleased with your beautiful dress and that it arrived promptly. It's always wonderful when an online order exceeds expectations. If you ever need assistance with anything else or have more experiences to share, feel free to reach out to us.
Don't purchase unless you live in the UK
The dress was beautiful and the price is fair; however, I would not purchase any clothing directly from the Lace&Beads site if you live in the US. I saw that they shipped internationally and bought it immediately, however the dress didn't fit and I was trying to initiate their returns process. The returns process was a pain. It's very manual; they want you to find your own carrier and get a shipping label. I went to my local UPS and they said in order to ship it back to the address Lace&Beads provided that it was going to be $355 for premium and their lowest shipping price was $122. The dress I purchased was $132 USD and was not going to pay $122 to ship it back. When i reached out to Lace&Beads customer support all they said was yes they understood it was pricey and that I could do further research into other courier services but to be careful of scammers and didn't really offer me any other type of solution. I looked at the couriers they suggested and it costs even more at $170 to ship it back. They need a better returns policy and now I have a dress that I cannot fit but too pricey to ship back. Again their dresses are beautiful but their returns process and customer service isn't great. I would purchase through ASOS instead, they have the dresses for the same price but way more convenient returns process.
13 February 2024
Unprompted review
Reply from Lace & Beads
Thank you for taking the time to share your feedback with us. We sincerely apologize for the inconvenience you experienced with our returns process. Your feedback is invaluable to us, and we're committed to improving our services based on your input.
We understand your frustration with the high return shipping costs and the manual nature of our returns process, especially for our customers in the US. Please know that we are actively working to streamline our returns procedures and exploring options to make it more convenient and cost-effective for our international customers.
We truly appreciate your patience and understanding in this matter, while we work on enhancing our returns policy.
Absolutely stunning dress
Absolutely stunning dress! Exactly the same as the picture, true to size and fabric quality was better than expected. This is going to be my wedding dress and I’m over the moon with it 😍
14 February 2024
Unprompted review
Reply from Lace & Beads
Thank you for your review. Congratulations on finding your stunning wedding dress. It's fantastic to hear that it met all your expectations and even exceeded them in terms of fabric quality. Wishing you all the best as you prepare for your special day, and may your wedding dress be a beautiful symbol of love and joy. If you need any further assistance or have any more experiences to share, feel free to reach out to us.
Reply from Lace & Beads
Thank you for your review. I'm thrilled to hear that you received your dress quickly and that you're pleased with both the quality and the design. Fast delivery and great quality are certainly key factors when shopping online with us. If you need any further assistance or have any more experiences to share, feel free to reach out to us.
Wonderful dress everyone was asking me…
Wonderful dress everyone was asking me where I got it at the wedding I attended
22 January 2024
Reply from 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.
Gorgeous top and great service
Gorgeous top and great service, would definitely buy from you again 🙂
22 January 2024
Reply from 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.
Disappointing Customer Service Experience
I recently had the unfortunate experience of dealing with Lace & Beads’ customer service, and I must express my dissatisfaction. After placing an international order, I encountered unexpected customs charges. Despite sending an email seeking clarification, I received no follow-up response. The lack of communication regarding these additional costs is disheartening, especially when their website boldly claims to assure international shipping. Furthermore, the poorly communicated information about almost doubling the item's cost for international shipping is disappointing and raises concerns about transparency.
This experience has left me frustrated and questioning the company's commitment to customer satisfaction. I hope Lave & Beads can address these issues to improve their customer service and meet their products quality in order to uphold the trust of international customers..
29 January 2024
Reply from Lace & Beads
We sincerely apologize for the inconvenience and frustration you experienced with your recent order. Your feedback is invaluable to us, and we truly appreciate you taking the time to share your concerns.
Regarding the unexpected customs charges, we want to assure you that we strive to provide clear information about potential additional costs on our delivery policy, which is readily available on our website's order page. As stated on our website, deliveries into Europe may be subject to delays due to new Brexit customs procedures. Due to Brexit, all European deliveries are now subject to taxes and customs charges, which are the responsibility of the customer/recipient and are to be paid to the carrier.
We've checked our records and confirmed that we received your email at 01-02-2024 10:01 and we did respond to your email inquiry on 01-02-2024 13:31
We understand how frustrating it can be to encounter unexpected fees, and we genuinely regret any disappointment you experienced. Customer satisfaction is our utmost priority, and we're committed to addressing these issues to ensure a better experience for you and all our valued customers.
Please feel free to reach out to us directly at customercare@laceandbeads.co.uk, if you have any further concerns or if there's anything else we can assist you with. We're here to help and would appreciate the opportunity to make things right.
Reply from Lace & Beads
We’re glad to hear you were happy with our quick shipping 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. If you have any further queries or concerns, please do not hesitate to reach out to us directly at customercare@laceandbeads.co.uk
The brand is so nice from their…
The brand is so nice from their Instagram and the delivery came incredibly quick. The dress I got is beautiful and fits perfectly.
26 January 2024
Reply from Lace & Beads
Thank you so much for your kind words! We’re delighted to hear you loved the dress and were happy with the quality and our quick shipping service. Knowing that we met your expectations truly means a lot to us.
If you have any further queries or concerns, please do not hesitate to reach out to us directly at customercare@laceandbeads.co.uk
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.