RETURN POLICY
Send item(s) to:
The Lace Cactus
614 North Kirk St.
Building 103
Hico, TX 76457
Please include your packing slip with your return. When returning an item with your packing slip, please mark the items you're returning and include the reason for return. If you no longer have your packing slip, please include a note with the following information:
Name, E-Mail, Order Number, Item(s) Description, Reason for Return. If you do not include one of these with your return, it will delay the process.
PLEASE be sure to have an account created on our site to make the credit process quick and easy! Please click here to create one: https://thelacecactus.com/account/login and be sure to activate your account. The credit will be applied and will only show if your account is activated.
Refund Type: Store credit will be issued to the customer account
We do NOT offer exchanges. Credit is valid for 5 years from issue date.
BOGO SALES: When we are running our BOGO sales on any items or collections, and you are getting items for free you will not get a refund for the free items. If the item is too small or too big message us and we will see about doing an exchange on that item only. If we do not have the item in a different size, you can either keep that item or send it back on your dime, but you will not get a refund of any kind for free items. We will not do exchanges for any items that are paid for as our policy already states. You will be given store credit for items as long as they are not on sale by more than 30% as also stated in our policy.
Time Frame: Items must be received back to our warehouse no later than 30 days from the date you received your order. Be sure to plan 5-10 days for transit time. Please use a tracking service when shipping back a return.
TO USE YOUR STORE CREDIT: Once your account is active, when you log in, you will see your store credit highlighted in green. You will need to click the credit that is highlighted, and enter the amount of credit you want to apply to your cart. It will create a code for you to copy and paste and enter in the "Gift Card of Discount Code" Box at checkout before purchase. If taxes apply, you will be charged for taxes and shipping.
Original shipping fees are non-refundable & return shipping is the responsibility of the customer.
Items discounted 30% or more will not be accepted as returns.
CLEARANCE & BLACK FRIDAY ITEMS - ALL SALES FINAL.
Returns sent in that do NOT meet the above criteria are subject to a 35% restocking fee OR subject to invoicing you to be shipped back to you.
Please be sure to use a tracking service when shipping back a return. We are not responsible for lost packages when shipping back a return.
All items must be returned in NEW condition. This means items must be unworn, unwashed, odor & pet hair free, must not have deodorant, make up, have tags on or food stains in order to be eligible for store credit. When returning shoes, please DO NOT return with tape & shipping labels stuck to the actual shoe box. The shoe box MUST BE returned in a mailing box or wrapped in paper. If any of the return items are found in the above conditions, we will return the item to you and you are required to pay the shipping.
The Exceptions: Items in the "Clearance" section, anything discounted, scarves, belts, socks, hair accessories, earrings and undergarments (bandeaus, bralettes, camis, etc) are final and cannot be returned.
**Shoes returned using the shoebox as a shipping container are not permitted AND YOU WILL BE REQUIRED TO PAY SHIPPING BACK TO YOU.**
**Desert Bronze Self Tanner**
To be eligible for a return, your item must be unused and in the same condition that you received it.
Defective Items: If you believe you received a defective item you must notify us by Facebook message within three days of the delivery confirmation date, otherwise it is considered wear and tear. No exceptions.
- We are not responsible for damages to clothing caused by improper care or handling.
- The exact colors of merchandise may vary due to photography lenses, indoor/outdoor lighting, and computer monitor resolutions. These situations do not qualify as defects, and the buyer will pay return shipping if a return to our warehouse.
Incorrect or Missing Items: If you received your order and there is an item missing OR you received the incorrect item, you must inform us within 3 days of receiving your order.
CANCELLATION POLICY | Can I cancel or change my order?
Once your order is placed, orders can CAN NOT be changed, modified or cancelled after checkout. We work hard to ship your order as soon as humanly possible. You are welcome to return the item to us in accordance with our return policy.
SHIPPING
We ship through the USPS + UPS with a flat rate of $7.99.
SHIPPING TIME FRAME: Orders ship normally in 2-4 business days. However, USPS has recently updated their lead time for delivery as of 10/1/21. Please allow a few extra days for your packages to arrive and be mindful when ordering and needing an item by a certain date.
If an order is shipped from The Lace Cactus to an incorrect address that you as the customer provided, you as the customer will be responsible to repay for reshipping. We WILL NOT assume responsibility for invalid information given by the customer. The Lace Cactus WILL NOT assume responsibility for lost or stolen packages.
The Lace Cactus is NOT responsible for:
- Delays with USPS or UPS shipping
- International Duties or Customs Charges
- Lost, damaged, or marked delivered items. To file a claim with the carrier, please click the following links:
- UPS Claims Support
- USPS Claims Support
Lost/Stolen/Damaged Packages
INTERNATIONAL SHIPPING: You will be charged one shipping fee at checkout for all international orders. Once the order is placed, due to COVID-19 and the increased shipping prices, we will then weigh your order, and contact you to pay the additional difference between the fee at checkout and the actual shipping cost of the order.
PROMO CODES OF ANY KIND MUST BE APPLIED DURING CHECKOUT. WE WILL NOT GO BACK AND APPLY DISCOUNT CODES TO ORDER ONCE THEY HAVE BEEN PLACED. NO EXCEPTIONS.
**Giveaways - Once winner is announced you have 5 days to make contact with us before a new winner is selected.**
ALL MESSAGES received outside of those hours will be responded to during the following business day.
Office hours are 10am – 5pm Mon – Fri CST.
If you have any questions regarding our return policy please feel free to contact us through our main Facebook page via Messenger OR email (not both) thelacecactus_cs@yahoo.com or Mon-Fri 10am - 5pm.
Who do you ship through?
We ship all orders through the United States Postal Service.
When your order is shipped, you will receive a tracking number to the e-mail provided.
You can track your package at www.usps.com
When will my order ship?
Orders are usually shipped out within 3-5 business days.
Orders placed on Friday and the weekends will go out the next week.
We do not ship on Saturday, Sunday or on holidays.
Where is my package?
If your tracking says your package has been delivered, yet it's nowhere to be found please contact your local post office.
Also, be sure to check with reception or the office if you live in a building with multiple residents.
If your tracking is not updating for some reason, please contact your local post office. They can check on the status for you.
Be sure to check your order information to make sure you entered the correct shipping information.
My order is incorrect, or I'm missing an item.
If your order arrives and is incorrect, please contact us through our facebook page within 3 days of receiving your order. Be sure to include any pertinent information such as what is incorrect, what you should have received, your email and order number. We will do our best to fix the issue.
If you are missing an item, please check your email to be sure we haven't sent you an email stating an item was flawed or out of stock. If you have not received this and a refund, please message us to let us know about the missing item. Contact us through our facebook page. Please be sure to include what item is missing, your order number and email. You can also visit our return portal to fill out a return form for your incorrect order/missing item. https://thelacecactus.com/a/returns
My item arrived defective, now what?
If you believe that you have received a flawed or broken item, please contact us right away (within 3 days of receiving your order). Send us a message with a photo of the flaw or break and your order number. If you do not contact us within 3 days of receiving the item we can only assume the damage is from wear.
I would like to exchange something, how do I do this?
We do not do exchanges. Due to the limited quantity of our merchandise we cannot guarantee that the item you want to exchange for will be available when we receive your return. We will not exchange an item for a different item. We strongly recommend that you place a new order for the item you are wanting in order to make sure you get it.
I placed an order and then I received a refund, what's going on?
Unfortunately, it means that an item in your order is not available or that we found an issue with the item. We will usually send an e-mail alerting you that an item is out of stock or flawed and that you have been refunded.
An item I want is out of stock, will it be restocked?
Unfortunately, we cannot always reorder the items we have carried. If an item sells out super quick, we will try as hard as we can to restock it. The restock may be in a few days or it could be a few weeks. It all depends on how quickly our vendor can get us the merchandise.
Do you offer wholesale pricing?
The Lace Cactus does not offer wholesaling, we are not a manufacturer of clothing.
How come some items don't come in bigger sizes?
When we order products from the vendors they usually only come in sizes Small-Large. If the item is available in more sizes then we will order those as well. The vendors do not take sizing requests and we get what is available.
