**Refund & Return Policy**

At LaceTales, we want you to love every item you receive. We understand that sometimes a product may not meet your expectations, and we are here to make the return and refund process as smooth and fair as possible. Please read this policy carefully before initiating a return.

**Return Eligibility**

To be eligible for a return, the following conditions must be met:

- The return request must be submitted within 30 days of the delivery date.
- The item must be unused, unworn, unwashed, and in its original condition with all tags, labels, and packaging intact.
- The item must be free from any marks, odours, stains, or damage caused by the customer.
- The item must be returned in the original packaging or equivalent protective packaging to prevent damage during transit.

Items that do not meet these criteria will not be accepted for return and will be sent back to you at your own expense.

**Non-Returnable Items**

The following items are not eligible for return or exchange:

- Items marked as final sale or clearance.
- Intimate apparel, undergarments, or any item with a hygiene seal that has been removed or broken.
- Gift cards or store credits.
- Customised or personalised items, unless they arrive defective or incorrect due to our error.
- Items damaged by improper handling, washing, or wear after delivery.

If you are unsure whether your item is returnable, please contact us before making your request.

**How to Initiate a Return**

To begin the return process, please follow these steps:

1. Contact our customer care team at lacetales@gmail.com with your order number, the item(s) you wish to return, and the reason for the return.
2. We will review your request and provide you with a return authorisation and instructions on how to send the item back to us.
3. Pack the item securely in its original packaging or suitable protective wrapping, including all tags and documentation.
4. Ship the package to the return address provided in our return instructions using a trackable shipping method. We recommend purchasing shipping insurance, as we are not responsible for items lost or damaged during return transit.

Returns sent without prior authorisation may not be accepted.

**Return Shipping Costs**

Return shipping costs are the responsibility of the customer, except in the following cases:

- The item arrived defective or damaged.
- The item received is incorrect (wrong size, colour, or style) due to our error.
- The item does not match the description on our website.

In these cases, we will reimburse you for reasonable return shipping costs upon verification of the issue. Please provide a copy of your shipping receipt for reimbursement.

For all other returns, the original shipping charges paid at checkout are non-refundable, and you are responsible for the cost of returning the item to us.

**Refund Processing**

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund. If approved, the refund will be processed to your original payment method within 5 to 10 business days.

Please note that your bank or payment provider may take additional time to reflect the refund in your account. If you have not received your refund after 15 business days from our approval, please contact us at lacetales@gmail.com.

Refunds will be issued for the purchase price of the returned item(s) only. Original shipping fees, customs duties, and taxes are non-refundable unless the return is due to our error.

**Partial Refunds**

In certain situations, we may issue a partial refund at our discretion, including but not limited to:

- Items returned with signs of use, damage, or missing parts.
- Items returned outside the 30-day window.
- Items that are not in their original packaging or have had tags removed.
- Items that have been used, washed, or altered in any way.

The amount of any partial refund will be determined based on the condition of the returned item.

**Exchanges**

We do not offer direct exchanges. If you wish to receive a different size, colour, or style, please initiate a return for the original item and place a new order separately. This ensures that your desired item is reserved and shipped to you as quickly as possible.

If you received a defective or incorrect item due to our error, we will replace it at no additional cost to you. Please contact us at lacetales@gmail.com with your order number and photographic evidence of the issue, and we will arrange for the replacement to be sent.

**Damaged or Defective Items**

We carefully inspect every item before shipment. However, if you receive a product that is damaged, defective, or not as described, please contact us immediately at lacetales@gmail.com within 7 days of delivery. Include your order number, a clear description of the issue, and photographs showing the damage or defect.

We will review your case and, if verified, arrange for a full refund or replacement at no cost to you, including reimbursement for any return shipping fees incurred.

**Cancellations**

You may cancel your order before it has been processed and shipped. If you wish to cancel, please contact us at lacetales@gmail.com as soon as possible. Once the order has been dispatched, our standard return policy will apply, and you will need to receive the package and initiate a return.

**Late or Missing Refunds**

If you have not received your refund within the expected timeframe, please take the following steps:

1. Check your bank or credit card account again.
2. Contact your bank or payment provider, as processing times may vary.
3. If you have completed these steps and still have not received your refund, please contact us at lacetales@gmail.com with your order number and we will investigate the matter.

**International Returns**

For international orders, return shipping costs and customs duties are the responsibility of the customer. Please ensure that the return package is clearly marked as "Returned Goods" to avoid additional customs charges. We recommend using a trackable shipping method and retaining your proof of postage.

We are not responsible for return packages that are delayed, lost, or held by customs.

**Final Decision**

We reserve the right to refuse any return or refund that does not comply with this policy. In such cases, we will notify you of the reason and, if applicable, return the item to you at your expense.

**Policy Updates**

We reserve the right to update or modify this Refund & Return Policy at any time without prior notice. Any changes will be effective immediately upon posting on our website. Please review this policy periodically to stay informed.

**Contact Us**

If you have any questions about our Refund & Return Policy, or if you need assistance with a return, please reach out to us:

lacetales@gmail.com

We are here to help and are committed to ensuring your experience with LaceTales is a positive one. Your satisfaction matters to us, and we will do our best to resolve any concerns fairly and promptly.