RETURNS

We want you to be delighted with your Antique Lace Heirloom purchase. If you’re not happy for whatever reason, please notify us within 14 days of receiving your order. You have 28 days (from the date you receive your order) to return part or all of your order. Please note that the following exclusions apply:

(a) Pierced earrings and knickers (for health & hygiene regulations)

(b) Bespoke items, where the design has been customised to fit your specifications or Made-to-order items that have been custom made for you (i.e. where an item’s design is amended in accordance with your specific requirements)

(c) Items that have had their branding/security tags removed

If you need to send a return to us please contact info@antiquelaceheirlooms@hotmail.com

For further details, including important information on international returns, please read below.

RETURNS POLICY

We understand that from time to time you may wish to return a product to us. We have created this 28 day returns policy to enable you to return products to us in appropriate circumstances. This policy does not affect your statutory rights (such as your rights under the Sale of Goods Act 1979 and the Consumer Protection (Distance Selling) Regulations 2000).
Where you have no other legal right to return a product and receive a refund or exchange, then you will nonetheless be entitled to return a product to us where:

(a) we receive the returned product within 28 days following the date of receipt of the product.

(b) the returned product is unused, unmarked, without scent or make up, in its original packaging and otherwise in a condition enabling us to sell the product.

(c) you comply with the returns procedure set out below.

(d) none of the exclusions set out below apply.

Please note that buyers are responsible for any and all duties, customs and import charges that may be incurred on incoming and outgoing shipments.

RETURNS PROCEDURE

In order to take advantage of your rights under this returns policy, you must:
Contact us if you are returning your order by emailing info@antiquelaceheirlooms.com within 14 days (from date of receipt). You have 28 days (from the date you receive your order) to return part or all of your order.
The item is your responsibility until it reaches us. Therefore for your own protection we recommend that you send the parcel using a trackable delivery service that insures you for the value of the goods. The cost of returning the item to us is your responsibility. You will be responsible for paying postage costs associated with returns under this policy.
We do not take any responsibility for returned items that are lost or not received and request that you contact Royal Mail or the delivery service provider directly.

INTERNATIONAL RETURNS PROCEDURE

If you are an international customer and would like to return your order contact us within 14 days (from date of receipt)  You have 30 days (from date of receipt) to return your order. We have extended our standard Returns Policy for international customers to allow for additional delivery time in the case of returned orders.
Contact us if you are returning your order by emailing info@antiquelaceheirlooms.com  We recommend a trackable delivery service, ensuring it is appropriately insured. We do not take any responsibility for returned items that are lost or not received and request that you contact Royal Mail or the delivery service provider directly.

IMPORTANT:
Clearly mark the front of the package ‘RETURNED GOODS’ in large, visible capital letters.

The item is your responsibility until it reaches us. Therefore for your own protection we recommend that you send the parcel using a trackable delivery service that insures you for the value of the goods. The cost of returning the item to us is your responsibility. You will be responsible for paying postage costs associated with returns under this policy.
We do not take any responsibility for returned items that are lost or not received and request that you contact Royal Mail or the delivery service provider directly.

Please note that buyers are responsible for any and all duties and customs and import charges that may be incurred. We cannot issue a refund an item that has been lost or not been received.

EXCLUSIONS
The following kinds of products may not be returned under this policy:
(a) Earrings for pierced ears
(b) Knickers
(c) Bespoke items, where the design has been customised to fit your specifications or Made-to-order items that have been custom made for you (i.e. where an item’s design is amended in accordance with your specific requirements)

(d) If the product is used, marked, with scent or make up, without its original packaging and otherwise in a condition unabling us to sell the product.

(e) Items that have had their branding/security tags removed.

REFUNDS

We will send you a refund for the full price of any product properly returned by you in accordance with the terms of this returns policy excluding the original delivery charges, if these have been paid by the customer, and excluding the costs of returning the product to us.
We will usually refund any money received from you using the same method originally used by you to pay for your purchase.
We will process the refund due to you as soon as possible and, in any event, within 30 days of the day we received your returned product. We cannot issue a refund an item that has been lost or not received.

IMPROPER RETURNS

Where you return a product in contravention of this policy (and where you do not have any other legal right to return the product):
(a) we will not refund or exchange the product;
(b) we may retain the returned product until you pay to us such additional amount as we may charge for re-delivery of the returned product; and
(c) if we do not receive payment of such additional amount within 14 days of issuing a request for payment, we may destroy or otherwise dispose of the returned product in our sole discretion without any liability to you.

ADDRESS
Our full name is Antique Lace Heirlooms
Our trading address is Independence House, 210 Bury New Road, Whitefield, Manchester M45 6GG
Our email address is antiquelaceheirlooms@hotmail.com

ACCEPTED METHOD OF PAYMENT

PayPal
Debit/Credit Card
Bank Transfer

SHIPPING

Items over £50 and up to £250 are shipped by Royal Mail Recorded – Royal Mail International Signed for, is used for overseas transactions. This service is fully insured and requires a signature upon arrival. We also offer a 3- 5 day Priority service via UPS. There is an extra charge for this. Proof of postage is always obtained. Please note that buyers are responsible for any and all duties and customs and import charges that may be incurred. All applicable customs and import duties and fees, taxes and any other charges and fees are the responsibility of the customer/buyer (even if you refuse any shipments upon delivery). The buyer will be responsible for payment of any such import duties and taxes. We cannot be held responsible or any loss, damage, non arrival, late arrivals, to any orders that may occur, once an order has been shipped. Most of our items are custom made or made to order. Please allow 2-3 weeks plus shipping time for delivery unless stated otherwise. If you need an item sooner we can arrange a priority order which will be subject to a rush fee of 10%.

Additional Policies and FAQ’s

PLEASE NOTE:
Custom and Antique Pieces: All pieces are either Antique, or created by hand, so no two items are identical. That’s the beauty of the product! Please allow for slight variances from what is shown in the made to order photos. Most of our items are custom made or made to order, please allow 2-3 weeks plus shipping time for delivery unless stated otherwise. If you need an item sooner we can arrange a priority order which will be subject to a rush fee of 10%.