How can I contact you?

Please use this webform or contact us. You can also email us at hello@lacedeluxe.com if you have any inquiries. Our Facebook page is also a great opportunity to discuss any feedback you may have for us. We value the time of every single one of our customers, and will endeavor to answer all of your questions as thoroughly and effectively as possible.

Can I cancel my order?

Please call or email us before placing an order if you have any questions. Because we ship either same day or next day based on the time of your order we are usually not able to cancel. We want you to love every item you buy from us, so if you have any questions, our professional and knowledgeable staff are happy to help!

What is your return policy?

Thank you for shopping at Lace de Luxe. We take great pride in our reputation for quality and customer satisfaction. It is important to us that you are ecstatic with your purchase. Any item that is intended to come in contact with bodily fluids is a final sale, just as you wouldn’t want to be purchasing any item that someone else bought, we do this to protect you, our clients. This includes but is not limited to panties, thongs, briefs, bodysuits, and tights. We consider each item used once it leaves the warehouse. The original shipping and handling fees are not refundable. Offers are subject to adjustment due to returns, cancellations, and exchanges. Because of the nature of these items, items cannot be returned due to wear and tear. Items returned for this reason will not be refunded.

If you received the item(s) as a gift, please keep all items in the original packaging if possible. Indicate the order was a gift when speaking with us and we will be happy to exchange the item(s) for store credit or item(s) of equal or higher value if they are not meant to come in contact with skin. In the event of higher value, you will be charged the difference.

We want you to love every item you buy from us, so if you have any questions, our professional and knowledgeable staff are happy to help via email!

What if my item is defective?

If your item is found to be defective within 30 days of purchase, please contact us. We will help get you a replacement. upon receipt once we can verify it is defective we will reimburse your shipping and send out a replacement. Because of the manufacturer’s policy, we are only able to replace, and not refund your purchase.

What are your shipping rates?

We are excited to announce that Canada Post Canada Wide Shipping is a flat $14.99 for all orders under $199. We offer this to make the process of purchasing easier for our customers. We offer free Canada Post Canada Wide shipping for orders over $199 before tax and after coupons. This is our way of saying thank you for shopping with us; we aim to take the hassle out of figuring out complex shipping.

If you need your order the next business day or the day after it ships, we offer Canada Post XPress for Canadians, and UPS for the US for a flat rate of $29.99. XPresspost and UPS aims for next day shipping, so depending on where you are in the world it will take between 1 and 2 business days to arrive from the time of shipping.

If you require even more specialized shipping, you may phone us directly and place the order. We will weigh and measure your order and let you know what the shipping cost is. Please note, we do not make money on shipping, and do our best to provide you with fast and affordable shipping at a consistent price.

Sometimes, shipping items across borders will incur duties, tariffs, or import taxes. We do our best to minimize or eliminate these costs. Despite this, it is likely that you may encounter these costs from your local customs. Please be aware that you are responsible for any duties, tariffs or import taxes at the time of delivery. These costs cannot be estimated or verified by us beforehand. Please contact us if you have any further questions; it is our goal to be as transparent and accommodating as possible.

Postage and Delivery

Under normal circumstances, orders received before 4 o’clock will be processed and dispatched the very next business day, by Canada Post or UPS ‘signed for’ service. We deliver throughout North America, using various delivery options, please ask for details.

Quality Assured

We are passionate about what we do. We are excited about offering a boutique experience to all of our customers, and this includes the expected quality bump you will find from shopping at a boutique. We scoured the internet and wholesalers to bring you what we feel is a group of products we would be happy having in our toy chests.

Some of our customers are nervous about ordering online and we understand that. You don’t want to make that important buying decision without knowing that the quality and prices are right. We will be exhibiting in Vancouver and would love to meet you, and have the opportunity to show you our collections, so you can examine the quality, and see our new ranges for yourself. We are very excited about our products, and are confident that you will be as well. We will post more information about the exhibits closer to the date.

Easy, Secure Ordering

Our mission is to make the process of ordering user-friendly. We have structured our service to ensure that your purchase is fully informed, convenient, and supported by a delivery promise that you can rely upon. We also offer flexibility in payment options using either Paypal or Credit Card.