Shipping Policy

Overview

LaceBelle London ships worldwide from our London warehouse located at 118 Kensington High Street, London W8 7RG. We are committed to delivering your lingerie safely, swiftly, and discreetly, wherever you are in the world.

All UK orders placed before 2pm GMT on business days (Monday to Friday, excluding UK public holidays) are dispatched the same day. Orders received after this cut-off, or placed over the weekend, will be processed and dispatched on the next available business day.

UK Delivery Options

We offer a range of flexible delivery options to suit your needs. All UK deliveries are carried out by Royal Mail or DPD, depending on the service selected and package size.

International Shipping

We ship to over 80 countries worldwide. International orders are fulfilled via DHL Express or Royal Mail International Tracked. Please allow additional time for customs clearance, which can add 1–5 business days depending on your country.

Exact shipping costs and available delivery methods will be displayed at checkout based on your delivery address. Delivery times are estimates only and do not include customs processing time.

Order Processing

Once your order has been placed, you will receive an automated order confirmation email to the address provided at checkout. This email confirms the details of your order and your order reference number. Please retain this for your records.

Our warehouse team picks, quality-checks, and packs your order before handing it to our courier partners. Once your order has been dispatched, you will receive a second email containing your tracking number and a link to monitor your delivery in real time.

We use the following carriers, depending on your location and chosen delivery method:

• Royal Mail — Standard and Express UK deliveries; international tracked services
• DPD — Express and Next Day UK deliveries; European parcels
• DHL Express — International shipments outside Europe

Customs & Duties

When shipping internationally, your order may be subject to import duties, taxes, and customs clearance fees imposed by the destination country. These charges are outside our control and are entirely the responsibility of the recipient.

LaceBelle London has no authority over customs fees and cannot predict their amount. We strongly recommend checking with your local customs authority or postal service to understand any potential charges before placing your order.

Please note:

• Customs fees and import duties are not included in our product prices or shipping charges.
• Refusal to pay customs duties may result in the parcel being held or returned to us. In such cases, we are unable to refund the original shipping cost and a restocking fee may apply.
• All commercial invoices are completed accurately and in compliance with export regulations. We are unable to mark parcels as "gifts" or declare a lower value — this is illegal under international trade law.

Tracking Your Order

Once your order is dispatched, a tracking email is sent automatically to the email address registered with your order. This email contains:

• Your unique tracking reference number
• A direct link to track your parcel on the carrier's website
• Estimated delivery date (where available from the carrier)

You can also log in to your LaceBelle London account at any time and view real-time tracking under My Orders.

Please allow up to 24 hours after receiving your dispatch confirmation for tracking information to activate on the carrier's system.

Delivery Issues

Late Deliveries

If your order has not arrived within the estimated delivery window, we ask that you first check your tracking link for the latest status update. Carriers occasionally experience delays during busy periods, adverse weather, or due to localised disruptions.

If your tracking shows no movement for more than 5 business days, please contact our Customer Care team at hello@lacebellelondon.com and we will investigate on your behalf.

Lost Parcels

In the unfortunate event that your parcel appears to be lost, please contact us within 7 days of your expected delivery date. We will open an investigation with the relevant carrier. This process typically takes 5–10 business days.

If the parcel is confirmed as lost, we will send a replacement order free of charge or issue a full refund — whichever you prefer.

Failed Delivery Attempts

If a delivery attempt is unsuccessful (e.g., you were not home), the carrier will leave a notification card with instructions for rescheduling delivery or collecting from a local depot or parcel shop. Please act on this within the timeframe stated on the card, as uncollected parcels may be returned to us.

Incorrect or Damaged Deliveries

If you receive an incorrect item or your order arrives damaged, please photograph the packaging and item(s) and contact us within 48 hours of delivery at hello@lacebellelondon.com. We will arrange a replacement or refund at no cost to you.

Packaging

We understand that privacy matters. All LaceBelle London orders are dispatched in plain white outer packaging with no visible branding, logo, or indication of the contents on the outside of the parcel.

Our packaging is also designed with sustainability in mind:

• All outer mailer bags are made from 100% recycled materials
• Internal tissue paper and ribbon are FSC-certified and biodegradable
• We use minimal plastic; where unavoidable, we use recyclable alternatives
• Gift boxes are crafted from recycled card stock and are fully recyclable

Where possible, we consolidate multiple items into a single parcel to reduce packaging waste and carbon footprint.