LaceMade: Princess Dream MakerLaceMade is princess dream maker which based in China and UK. The brand conveys the concept of being Feminine and Powerful, Vintage but Modern. Specialized in offering designer womens wear that reflects your personal style.
Horrible company. I've been purchasing them for years and they are the most uncaring team ever. Buy if you accept that you can't complain under any circumstance, even if you don't get your package. They couldn't even buy my fake 5 star rating because they promised points, then sent a gift card, which I told them I don't need, then for 2 months back and forth they said sorry there's nothing we can do. They can't even add points to your account.
lacemade.com 回复2026-03-03
Hi Princess,
We are truly heartbroken to read your message, especially as a loyal customer of many years. To have promised points, sent an unwanted gift card, and then engaged in two months of back-and-forth without a real solution is absolutely unacceptable. We sincerely apologize for making you feel unheard and uncared for.
You deserve so much better, and we are deeply sorry for failing you.
To investigate this fully and finally resolve it for you, could you please provide your order number or the email address associated with your account?
We will personally review your case, ensure the promised points are properly added to your account, and provide you with a direct update within 24 hours. If adding points is truly not possible, we will find an alternative resolution that works for you.
We are sorry for the years of trust we have broken and thank you for giving us a chance to make it right.
With love,
Princess Concierge | Lacemade
Customer service is very bad. I contacted them about canceling my order. I placed the order yesterday, but there has been no response!! I am very worried about my money. The reviews clearly show that they are scammers.
This is my order number: #171800
lacemade.com 回复2026-03-03
Hi Princess✨
Thank you for your feedback.
We have checked for you, We have received your email requesting to cancel the order, and the relevant staff has already cancelled the order for you and successfully refunded the payment. Do you have any further questions?
Please feel free to contact us if you have any concerns.
With love,
Princess Concierge | Lacemade
Fine, i bought the stuff. Of course, wasnt quality enough to keep. Did everything they asked and returned it to a US address. No refund. No replies on email. Dead end.
lacemade.com 回复2026-02-25
Hi Princess,
We are truly sorry to read your message. To have followed our return instructions, shipped the items back, and then received no refund and no replies is completely unacceptable. We sincerely apologize for the silence and the frustration this has caused.
To resolve this immediately, we need your order number. We will personally investigate the status of your return and ensure your refund is processed.
With love,
Princess Concierge | Lacemade
My order was made more than two months ago and there is still no update of it, I have not received it either .. i would prefer if they do not have my order or the date of when it will arrive to me that they refund all my money.. They answer my email saying they help me but they do nothing :(
my Order #147841
and I made another order, I hope it's not a scam
09/02/2026
I will update the status of my order... they have not yet answered me where it is, they only respond that they will tell me something as soon as they have an update but nothing happens, I hope that after almost three months if it never arrives they will refund the money or I will have to sue..
I will leave an update if it is resolved
lacemade.com 回复2026-02-25
Hi Princess✨
Thank you for your email, sorry to hear that.
Please give us some time,we are contacting the logistics company to confirm the situation. Thank you.
Please feel free to contact us if you have any concerns.
With love,
Princess Concierge | Lacemade
I ordered a red coat and received the wrong colour (pink). I submitted a return request and waited several days before it was accepted.
Even after acceptance, communication remained slow and disorganised. I provided all requested photos and screenshots, yet was repeatedly asked to resend the same information. I waited over a week without receiving clear return instructions or a confirmed return address.
I later discovered I was unknowingly communicating with two different support email domains (US and JP), which appeared to contribute to the confusion.
At the time of writing, I am still waiting for confirmation of whether I will receive the correct exchange or a full refund.
Based on my experience so far, I cannot recommend this company.
lacemade.com 回复2026-02-27
Hi Princess,
Thank you for sharing your experience with us, and please accept our sincerest apologies for the frustration and confusion you have faced. Receiving the wrong color coat, experiencing delayed and disorganized communication, and being asked repeatedly for the same information is completely unacceptable. We are truly sorry.
We also apologize for the confusion caused by our US and JP support teams communicating separately. This is not how we want our customers to be treated.
To resolve this immediately and provide you with a clear answer on your exchange or refund, we need to look into your specific case.
Could you please provide your order number?
Once we have it, we will personally review your return request, ensure clear communication moving forward, and provide you with a direct update within 24 hours.
We are sorry for the time and energy this has cost you.
With love,
Princess Concierge | Lacemade
They have the worst return system. I had 119.00 in store credit and applied to another order. I ordered two more dresses and paid 71.99 extra. Both dresses from said order didn't fit me so I returned them. Now instead of the full amount I am only getting back $57.15. They are over $128.00 short and refuse to respond to any one of the dozens of emails i sent. These Great dress that just ruined by incompet service.
Order:156372
lacemade.com 回复2026-02-09
Hi Princess,
We are truly sorry to hear about the refund issue and lack of response. To investigate this immediately, please provide your order number.
With love,
Princess Concierge | Lacemade
The clothes are very good quality, the deals are also amazing and so are the accessories. The clothes can be a wee bit small but just check the reviews. Customer service can be difficult to contact but they WILL get back to you and sort things out at least in my experience.
Never got my package. Everything they said was lies
lacemade.com 回复2026-03-03
Hi Princess,
You're right — and we hear you.
We're sorry the sizing was so inconsistent and that our customer service felt robotic and unhelpful. That's not okay.
If you're open to it, please share your order number — we'll personally look into this and make sure a real person follows up.
With love,
Princess Concierge | Lacemade
Awful !! Cheep clothes made terrible do not buy ! Cheep fabrics, a scam !! And 5 sizes too small ….
lacemade.com 回复2026-02-07
Hi Princess,
We are truly sorry to hear that the items you received were of poor quality, made with cheap fabric, and sized incorrectly. This is completely unacceptable, and we sincerely apologize for the disappointment and frustration this has caused.
To personally investigate this for you and find a proper resolution, could you please provide your order number? This will allow us to look into the specific items and the issues you've described immediately.
With love,
Princess Concierge | Lacemade
#161120
Order for Kathy Willis
I cannot supply my email here and your first trustpilot response asked for it! but have emailed you directly
Have not received but it is marked as delivered
Multiple emails have been sent to you regarding this and I supposedly have ‘purchase order protection’ with you all!!!
lacemade.com 回复2026-02-02
Hi Princess✨
Thank you for your reply.
We have responded you on email, please check that. Thank you.
Please feel free to contact us if you have any concerns.
With love,
Princess Concierge | Lacemade
Order never received, no refund, customer service disappeared
I placed an order with LaceMade in September 2025 and unfortunately never received my package.
According to the tracking, the parcel was returned to the sender due to incorrect customs documentation, which is clearly the seller’s responsibility. Despite multiple emails and follow-ups, I never received any solution, no replacement, and no refund.
Their European website is now closed, and customer service has completely stopped replying, leaving me without my order and without my money.
After sharing my experience, I discovered that many customers worldwide are facing the exact same situation, which shows this is not an isolated incident but a pattern of unacceptable business practices.
This experience has been extremely stressful, frustrating, and disappointing. I strongly do not recommend this brand and encourage anyone considering ordering to be very cautious.
Update: LaceMade replied publicly asking for my order details.
My order number is #3536 and I can't paste my email used in this review.
I have contacted their customer service multiple times since October 2025 without any solution. I am therefore formally requesting a full refund without further delay.
I will update this review according to how this situation is handled.
lacemade.com 回复2026-01-31
Hi Princess,
We are truly sorry for your experience and the lack of resolution. To investigate and assist you immediately, we need to locate your order.
Could you please provide your order number and the email address used for the purchase?
With love,
Princess Concierge | Lacemade
On the 1st of December I placed an order number #153088 for pre ordered items, 2 months later and I still have not received anything, I have tried contacting them so many times, at least 10 times via their chat box on their website, IG DM, email, and they rarely ever respond, and if they do it takes them 1-2 weeks, I have asked for a refund but they have refused to acknowledge my request, they always direct the conversation elsewhere. I tried reaching out to them again mid January and only then was I informed my items had been shipped, I never got any email informing me my package was on the way until i enquired again for a refund. When I click on the tracking number it says on the shipping courier website that the package was accepted on the 10th of January, 20 days later and there’s no update via the tracking number nor on lace made website when I check my order on my account, I don’t know if the package is lost or if it was delivered elsewhere, at this point I believe I will never receive my items. It’s been 2 months now and I don’t even need these items anymore, I needed them for Christmas and new year, I am tired of waiting and just want a refund since I spent nearly over 200 dollars… it was a complete and utter waste of money I do not recommend them! They will take forever to ship your items, forever to reply to you (based on some reviews they never did reply to the concerned customer). I emailed them again earlier this week and I am still currently waiting for a reply. Don’t spend your money here it’s a waste of your time and hard earned money, getting any help is virtually impossible let alone receiving a refund from them! Worst store I’ve ever purchased from, scammers!!!!
lacemade.com 回复2026-01-31
Hi Princess✨
Thank you for your email. Sorry for the delay.
We have checked for you, the order 153088 has been shipped out. And the package is in transit. You can track the package on https://t.17track.net/en#nums=SF6047255219471
Please feel free to contact us if you have any concerns.
Have a great day.
With love,
Princess Concierge | Lacemade
The China tracking is not user friendly…. Online it’s marked as delivered but I have not received it
Delivery says 1/28 at 1:30 pm. It is not at my home nor at my neighbors
I have emailed lacemade 3 times with no answer
ORDER # 161120
lacemade.com 回复2026-01-30
Hi Princess✨
Thank you for your feedback, sorry to hear that.
Can you provide us your order number or email address? We will check for you. Thank you.
Looking forward to hearing from you.
With love,
Princess Concierge | Lacemade
Customer service is really bad they take a long time to respond. I've recently issued a return & shipped the package. I checked the usps tracking & see that it arrived days ago. Haven't heard an update from Lacemade about the return & Haven't gotten my money back. Recommend DO NOT BUY FROM LACEMADE plus the clothing material is bad made from polyester
Return Order # 159941
lacemade.com 回复2026-01-30
Hi Princess✨
Thank you for your feedback, sorry to hear that.
Can you provide us your order number or email address? We will check for you. Thank you.
Looking forward to hearing from you.
With love,
Princess Concierge | Lacemade
I made an order (#150113) on November 13th through their website. I contacted the seller three times: twice in December and twice in January, with also two more via the website without a response. When I made the order on November 13th, and all the items were available except the Black Moon Dress, which was pre-ordered, and the Shaking the Wine Corset, which were pre-ordered as shown in the photos. As they wrote, the first dress was restocked on December 31st, and the second on the 5th. But the Glass Candy was absolutely not pre-ordered, as shown in the photos; instead, it went on pre-order until January 25th without them notifying me. Furthermore, the dress was already available on the website a week and a half ago. The seller is no longer responding to my communications and hasn't resolved the issue.
I should add that I also paid for express shipping.
I HAVE NEVER EXPERIENCED ANYTHING LIKE THIS.
BAD BAD EXPERIENCE
lacemade.com 回复2026-01-29
Hi Princess✨
Thank you so much for your support and patience 💖
We’ve checked your order, and the item you purchased is still currently out of stock. It will need a bit more time before it’s ready to ship 🕊️ Sorry for the inconvenience.
Would you like us to change products for you?
We also can cancel the order and arrange refund to you if you need.
Please feel free to contact us if you have any concerns.
Have a great day.
With love,
Princess Concierge | Lacemade
You make a purchase, it doesnt fit.
You want to return. They give you a US adress to ship it back while as you receive the item from China. Then you ship it to that US order, taking all that huge shipping back fee. Then you start waiting for your refund.
Your return order is received by seller. Ypu confirm and proof it via tracking. But then suddenly they ghost you. And you never receive your refund.
You lost the initial amount you invested to order; you lost the additional shipping fees. If you want to experience this, you can order.
My Order no 156332
Extremely unhappy!
lacemade.com 回复2026-01-26
Hi Princess✨
Thank you for your email. Sorry for the delay.
We have checked for you, the refund has been issued successfully, please check your account then.
Please feel free to contact us if you have any concerns.
With love,
Princess Concierge | Lacemade
I placed an order with Lacemade for two dresses, which I received as expected. The dresses themselves were beautiful and met my expectations in terms of quality. However, my experience with customer service has been extremely disappointing.
In order to return the items for a refund, I was required to wait for return authorization from Lacemade, which delayed the process. The returned dresses were received by Lacemade on December 24, 2025. Despite this, nearly a month has passed and I have still not received my refund.
I have contacted customer service multiple times to follow up on the status of my refund, but each inquiry has been met with the same generic response and no meaningful update or resolution. The lack of transparency, responsiveness, and timeliness has been frustrating and unacceptable.
I am requesting prompt resolution and issuance of my refund, as the returned items were received well over the standard processing timeframe.
Returns #150218 #152143
lacemade.com 回复2026-01-23
Hi Princess✨
Thank you for your email. Sorry for the delay.
We have checked for you, the refund has been issued successfully, please check your account then.
Please feel free to contact us if you have any concerns.
With love,
Princess Concierge | Lacemade
Ordered a dress which came completely unusable due to broken straps, when I contacted them they offered to give me a 15$ off coupon... or else send it back and pay 30€ shipping (half of the dress price).
I contacted my bank and asked for a chargeback, months later they sent an email asking to cancel it and talk it out.
Following this, they've banned my account and cancelled all my orders.
DO NOT BUY.
lacemade.com 回复2026-01-20
Hi Princess,
We are truly sorry to hear about the broken dress, the unsatisfactory resolution initially offered, and especially that your account was banned following the chargeback. This is not how we want any issue to be handled.
We would like to personally investigate this entire situation, including the initial damage report, the communication that followed, and the account action taken. To do this properly, we need to look at your specific case.
Could you please provide your order number or the email address on your account?
We will review everything and get back to you with a direct update.
We are sorry for this experience.
With love,
Princess Concierge | Lacemade
I ordered my wedding dress and maid of honor dress during Black Friday sale. I bought shipping protection because I didn't want to leave anything up to chance. I waited so excitedly, I love the dress, however, it said it was delivered at the 19th of December but we never got it despite checking the mail regularly.
I contacted Lacemade directly, but never got an answer, so I contacted them through Shopify and still haven't heard anything. I have been patient because it has been a super busy season but now I am getting a bit stressed as it is obviously two very important dresses .
I really hope that Lacemade will see this so I can get my dream dress in time! My order number is #151373
lacemade.com 回复2026-01-15
Hi Princess✨
Thank you for your email. Sorry to hear that you have not received the package.
We have noticed that the order included Shipping protaction, we will feedback it to Xcotton to process.
And the Xcotton will contact you to confirm the situation. Thank you
Please feel free to contact us if you have any concerns.
With love,
Princess Concierge | Lacemade
I bought two dresses and a coat for a trip to Chicago. The order hadn't shipped by the time I returned from my trip. I tried to cancel my order many, many, many times and no one ever responded to my emails or IG messages. Part of the order has finally arrived and the return process is being delayed because they need to approve it first?? I only have 14 days to return it, and because it took so long for the clothes to arrive the clothes are now on sale. Which means if they approve my return I automatically lose $60. This is the worst. So much time, money, and headache for absolutely nothing.
lacemade.com 回复2026-01-10
Hi Princess,
We are deeply sorry to read about your experience. Please accept our sincerest apologies for the delayed shipment that missed your trip to Chicago, the complete lack of response to your cancellation attempts, and the frustrating return process that now risks causing you a financial loss. This is entirely unacceptable.
To properly investigate and address each point you raised, could you please provide your order number? This will allow us to look into your specific case regarding the service delay and the shipment held by the gift item, and assist you further.
We sincerely appreciate your balanced review and your patience.
With love,
Princess Concierge | Lacemade
