FAQ

Add the product to the cart, fill in all the required fields on the checkout page, choose the type of delivery and payment, and click the Checkout button. If you have difficulties placing an order on the website, you can contact us by phone +38 (063) 252 52 03 +38 (067) 252 52 03 +38 (050) 252 52 03 (daily from 10:00 until 22:00) or by e-mail info@thelace.com.ua. After placing an order on the website, our customer service manager will contact you to clarify the details and inform you about the delivery time and other details of the order. If you are sure in your order and you do not need additional information about the product or the terms of the purchase, you can check the box “Do not call back” and your order will be sent without a call (if you provide all the necessary and accurate information for delivery).

The online store usually takes 1 to 3 days to process an order. In case of longer order processing times, the customer support manager will inform you about it. In the case of a pre-order, the customer support manager will provide an estimated date when the order will be ready.

In case of orders with delivery by Nova Poshta:

• Bank card payment – payment service LiqPay
• Wire transfer
• Cash on delivery

International delivery:

• Bank card payment – payment service LiqPay
• Wire transfer

In physical stores:

• Cash
• Card payment terminal

The mission of THE LACE is to produce clothes, shoes and accessories of the highest quality at an affordable price. Therefore, our clothes are produced at certified high-quality sewing factories in Ukraine.

All materials that we use during production are carefully selected and tested. This is necessary to ensure that our clothes, shoes and accessories are of high quality, durable and comfortable.

Detailed information on the composition of the products and product care recommendations are provided on the product pages. You can always get advice on clothing care recommendations or answers to your questions from our customer service by phone or email.

Kyiv

Gulliver Shopping Mall | Sportyvna ploscha, 1a | Daily from 10:00 to 21:00

River Mall | Dniprovska naberezhna, 12 | Daily from 10:00 to 21:00

SkyMall | prospekt Shukhevycha, 2T | Daily from 10:00 to 20:00

Lviv

THE LACE Lviv – Voloshyna street, 6 (OPEN MAP) | Daily from 11:00 to 19:00

Detailed information regarding the stores, its locations and contacts is specified on the CONTACTS page.

We deliver orders within Ukraine using the Nova Poshta delivery service. You can choose delivery to the post office, post locker or to the address (similar to classic courier delivery). Delivery is carried out in 1-2 days to the most populated areas of Ukraine. The cost of delivery is according to the fees of the Nova Poshta delivery service. Delivery of orders over UAH 1,900 is free.

We carry out international delivery by the UkrPoshta delivery service. Average worldwide delivery time is 2-3 weeks. The shipping cost is automatically calculated in the cart during checkout.

Detailed information regarding the delivery options, terms and costs you can find on a dedicated DELIVERY page.

You can exchange the goods within 14 days after the purchase of the goods. In the parcel you will have a return form, which you need to fill in and put inside the parcel while arranging return shipment. The exchange will be sent to you within 3 working days after the actual date of return to our warehouse.

Returns are free of charge for the client.

*** Please note that we check the returned products for the preservation of the product appearance.

All important information about the returns and exchanges is specified on a dedicated webpage – RETURNS.

You can return the goods within 14 days after the purchase of the goods. In the parcel you will have a return form, which you need to fill in and put inside the parcel while arranging return shipment. The refund will be made within 5 working days after the actual date of return to our warehouse.

Returns are free of charge for the client.

*** Please note that we check the returned products for the preservation of the product appearance.

All important information about the returns and exchanges is specified on a dedicated webpage – RETURNS.