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.
ORDER #181284
I’m still waiting for my order that I placed in April. I ordered this dress two months in advance to make sure it would arrive on time for a wedding in June, but it’s been over 30 days and it still hasn’t even been shipped. I still have no idea when my dress is going to be shipped, and I’m becoming increasingly frustrated with the lack of updates. Customer service keeps sending me the same automated response over and over again. What do I need to do to get actual information about my dress and a clear update on my order?
lacemade.com 回复2026-06-04
Hi Princess✨
Thank you for your feedback, sorry for the delay.
We will check for you. And we will updated it for you via email. Sorry for the inconvenience.
Please feel free to contact us if you have any concerns.
Have a great day.
With love,
Princess Concierge | Lacemade
Great communication as there was a slight delay in delivery. Items arrived beautifully packed and with a free gift and card. Pink coat is absolutely stunning and so is the dress. I love everything. My new fave shop. The quality is remarkable. Highly Recommend
I can't give no stars unfortunately.
This is the most abhorrent company. Their customer service is virtually non existent. The live chat isn't live. The email team hardly ever respond. If they do it's after dozens of emails and then they don't ever address the actual issue, just direct you to join Discord.
Discord is "moderated" by the most underhand and toxic people I have ever had the misfortune to come across. They try to portray themselves as whimsical and it's all hearts and flowers on the surface. But behind the scenes they are manipulative and backstabbing.
The admin, Seven, who is in charge of them is extremely rude and mostly ignores messages, leaving the mods to their own devices.
As a result of me calling out their behaviour I have been banned from Discord and, it seems, from purchasing anything from the website.
If you enjoy being ignored, disrespected and taken for a fool then I can wholeheartedly recommend this company.
Otherwise, I would advise that you avoid them like the plague.
Oh, and the clothes are mostly polyester, the zippers don't zip and they take on average three months to ship. They don't have a problem taking your money immediately though.
And another thing, all the good reviews are incentivised which is against Trust pilot policy.
lacemade.com 回复2026-06-02
Hi Princess✨
Thank you for your feedback. Sorry to hear that.
Please trust that we are committed to providing better services. We are strengthening the training and management of our customer service team, and will respond to messages more promptly.
And we see that you have many orders in the background. We believe you also like our products. Thank you very much for your support. Regarding the Discord administrator you mentioned, we will also provide feedback and conduct an investigation. If someone is blocked by the system, it must be because they said something inappropriate and triggered the system's early warning. Thank you for your understanding.
Please feel free to contact us if you have any concerns.
With love,
Princess Concierge | Lacemade
I'd previously left a positive review for this company because their clothes are good quality, but if you have any issues with them, their customer service is practically nonexistent. They just send the same copy and paste messages asking how they can help but never actually get anyone to help. They also clearly aren't reading what is being sent so it might not even be a person sending these messages and probably just a bot. I've had two separate issues with them and neither was handled at all. So, I would say buy at your own risk!
lacemade.com 回复2026-06-01
Hi Princess✨
Thank you for your feedback, so sorry to hear that.
We will strengthen the training of customer service staff and provide better service.
And can you provide us your order number? We will check and handle it. Sorry for the inconvenience.
Looking forward to hearing from you.
With love,
Princess Concierge | Lacemade
Order #176729
I placed a pre-order for the Love Flower Notes Corset Dress on March 24th for my birthday. It’s now been two months since I placed the order, and over a month since my birthday has passed, but I still haven’t received my dress.
I’ve reached out to customer service multiple times and have been extremely disappointed with the lack of problem-solving.
April 3: I asked about the status and completion time. I was told it would be completed by April 10th.
April 16 (after April 10th passed with no update): I reached out again. On April 22nd, I was told the new completion date was April 30th. (At that point, it had been about a month since I ordered, even though the pre-order window was 15–30 days.) They also offered to replace the order with an in-stock item. I replied asking what items were available for replacement, but got no answer—just a request to be patient.
May 3 (after April 30th passed with no update): I emailed again. On May 5th, they told me the dress would be completed by April 30th (a date that had already passed) and again asked me to be patient. I replied pointing this out and requested to change my shipping address since I no longer live there.
May 7th: They said completion would be May 10th, with delivery mid-May, and I provided my updated address.
May 15th (after May 10th passed with no update): I emailed again, asking to replace the item with something else. Customer service only told me to be patient and that the order would be completed by May (a vague timeline). They asked for my size to check availability, but instead of offering a solution, they told me to check the website myself to see if items are in stock.
May 22nd: The item finally shipped—but the shipping address was not updated.
So after waiting two months, missing my birthday, and repeatedly trying to resolve this, the dress is now being sent to the wrong address, and I have no way to pick it up.
This has been a very disappointing and frustrating experience. I was really looking forward to this dress.
Do better on your customer service!
lacemade.com 回复2026-06-01
Hi Princess✨
Thank you for your feedback, so sorry for the inconvenience.
We have sent email to you, please check that. Thank you.
Please feel free to contact us if you have any concerns.
With love,
Princess Concierge | Lacemade
Warning warning, Terrible Quality and NO Customer Service
I ordered a dress and a skirt advertised as a matching set. They arrived made out of different fabrics and different shades. The dress was also torn. I have reached out to lacemade 7 times. I paid $128 for two items that took nearly a month to arrive, and they are defective. Lacemade offered a $10 credit, then $25 credit then stopped responding. Their website claims they offer returns and exchanges but they have refused to provide a way to do so.
Update : their response below is for show. They claimed they will "refund to my PayPal"... I said I do not have a PayPal and they stopped responding. I had to resort to disputing the credit card transaction.
lacemade.com 回复2026-06-01
Hi Princess✨
Thank you for your feedback, sorry to hear that.
Can you provide us your order number? We will check for you. Thank you.
Looking forward to hearing from you.
With love,
Princess Concierge | Lacemade
Review for LaceMade – Order #178500
I am writing this review due to an unresolved refund and extremely poor customer service.
My order was not handled according to the company’s stated policy that items in the same order are shipped together. Instead, my order was split, with only a cardigan shipped while the dresses were placed on pre-order. Because of this, I did not receive the full outfit/order in time to evaluate it within the very short 7-day return window.
I contacted customer service multiple times and repeatedly asked if I would receive a full refund of $189.80. They would reply they would be forwarding my “concern to the relevant department” and never replied or verified.
After more than a month of waiting since April 17, I have only received a partial refund of $30.92 on May 25,2026 with no explanation for the missing $158.88.
Communication has been extremely slow, inconsistent, and unhelpful. I have had to contact the company across multiple platforms just to get minimal responses, with no resolution or accountability.
At this point, I am extremely dissatisfied with the lack of transparency and failure to process a full refund for a mistake they made for not shipping all items in an order in one parcel.
I initiated a chargeback with my credit card provider due to the lack of resolution and continued failure to communicate.
Order #178500
lacemade.com 回复2026-05-29
Hi Princess✨
Thank you for your feedback, 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.
Have a great day.
With love,
Princess Concierge | Lacemade
Order number: Order #181836
Terrible experience! I pre-ordered this dress over a month ago (mid-April), no updates since then. I contacted them via email through their info@lacemade email address, no one is writing me back. I don't know when the dress would be ready, when it would be sent. No information, no contact, nothing. I wasted my money for a dress that I am clearly not getting.
lacemade.com 回复2026-05-29
Hi Princess✨
Thank you for your feedback, sorry for the delay.
We have checked for you, the package is ready to ship out. This is the tracking number YT2614901400369495
Please feel free to contact us if you have any concerns.
With love,
Princess Concierge | Lacemade
Update on June 5:
Received the three items. Nothing about the Cairo Dress. Nothing from customer service. I wish there was a way to upload screenshots of the email correspondence as it’s easier to show the staff’s weaponized incompetence that way. It’s going to be THREE MONTHS of waiting by June 17. And to think I bought the dress during the exclusive access time frame. And not to mention the 75+ new dresses they’ve released since Mar 17 drop. You can check using the New Dream category on their website.
Update on May 27:
Customer service totally ignored what they wrote here on Trustpilot and changed it back to Cairo. They shipped the three items from that order but I’m back to waiting for the said dress. What was the point then?
Update on May 24 and 25:
My last convo with customer service via email (on the 24th) was that I wanted the order reverted to Cairo since they were making me pay for Belle’s Guilded and I was NOT going to do that. However, as you can see from their reply here on Trustpilot, they’ve confirmed that they would send Belle’s Gilded without charging me, and that they would ship it ASAP.
Update on May 23:
They emailed me back saying REPURCHASING is the way to exchange. Why in the world would I pay again for an item I’ve already paid for and now just want to exchange for a cheaper in stock item all because the former preorder item is going to take longer?
Order# 175648 from MARCH 17 2026
Did not get an update until I emailed them on May 5. As usual one item, Cairo Adventure Dress, is in preorder so they have not shipped it out, even if the other items are in stock. As per their advice, I switched to an in stock item, Belle’s Gilded Corset Dress. This was the resolution of all 3 weeks of emailing lol.
Lo and behold, I am now being charged for Belle’s Gilded, a dress I chose as per their advice of switching out a preorder for an in stock item, and a dress that costs less than Cairo Adventure. They should be refunding me!
Understand that since March 17 until the time of this writing, May 22, the brand has had several drops. It’s laughable how I have gotten their promotional emails for the new drops when they haven’t taken the time to update me about my orders. If you don’t email them about your order, THEY WILL NEVER REACH OUT TO YOU. I know this as I’ve ordered enough to reach their highest tier within 3 months. I have NEVER received items on time.
So yes, the 2-3 month long delay and severe lack of customer service is a feature of this brand.
lacemade.com 回复2026-05-26
Hi Princess✨
Thank you for your feedback, sorry for the inconvenience.
We have checked for you, about order 175648, We have re-edited the order. Previously, it was due to an operational error by the staff. Now the order status is normal, and no additional fees have been charged. We will ship the order as soon as possible.
Please feel free to contact us if you have any concerns.
With love,
Princess Concierge | Lacemade
Paid for expedited shipping and didn’t get my dress on time. Completely ruined my experience with them. I have a graduation to attend in a few days and now I have to find a backup..🤦🏻♀️ pt2 I finally got the dresses they sent me the wrong size for 2/3.
lacemade.com 回复2026-05-20
Hi Princess✨
Thank you for your feedback, sorry for the delay.
Can you provide us your order number? We will check for you. Thank you.
Looking forward to hearing from you.
With love,
Princess Concierge | Lacemade
Bad Customer Service & Misleading info online.
Website mentions you can cancel before they ship it out - didn't reply to my email until AFTER they had already shipped it (I ordered the wrong size accidentally.)
Once I received it, I followed their return process online which said they would get back to me via email with a return approval & return label. I had to follow up twice before I received an email (over 1 week later.) They requested screenshots & additional information twice over 2 weeks (even though I did the return through their own website.)
It wasn't until I said I would be leaving a review & requesting a bank dispute that they finally responded & said my return was accepted.
They then said they do not provide return labels, despite their website saying they do, and I would have to pay for it & post it out myself. However, online it says they will provide & deduct from the return amount.
I have since had to do a bank dispute because the cost to post it back to them exceeds the amount I actually paid to have it shipped from USA. Would've been avoided had they just approved my cancellation from the beginning.
To top it off, it was 1 month after I received the order that they finally approved my return request, so I am worried I will pay & post it out & they still won't refund me saying it was shipped out too late... I would rather not risk it.
lacemade.com 回复2026-05-20
Hi Princess✨
Thank you for your feedback, sorry for the delay.
Can you provide us your order number? We will check for you. Thank you.
Looking forward to hearing from you.
With love,
Princess Concierge | Lacemade
My Lacemade collection is growing and so could not be happier! I have never felt so confident and loved in these clothes! The quality is top tier and the style is so romantic and só beautiful. i visit the website often to check on new styles and I love tracking my packages.
While I really loved one of the dresses I purchased, it’s hard to gauge which items will be good quality. I bought another dress which was a satin-like material that ended up being very cheap and costume-y. The reviews are incentivised, so take it all with a grain of salt when looking through reviews.
lacemade.com 回复2026-05-12
Hi Princess✨
Thank you for your feedback, sorry for the inconvenience.
To confirm the issue you mentioned clearly, can you provide us the order number? We will check for you. Thank you.
Please feel free to contact us if you have any concerns.
With love,
Princess Concierge | Lacemade
Was obsessed with their designs and heard such good things about the products. I’m having a nightmare experience now. I ended up placing a large order (because I couldn’t decide) around April 18th for a renaissance faire on May 3rd. Shipping states 5-7 business days on the site. Reached out to support chat multiple times from April 26-April29 with no response. Finally emailed and got a response on May 1 indicating that half my order was sold out and that they would find out why the other half was not shipped. They asked if I would like to refund the sold out items. I replied that I would like to cancel the entire order and be refunded as the items would not arrive in time for the event. After my reply I received another response email stating that MAGICALLY all my items (even the sold out ones) had shipped and they could not refund. I inquired about return shipping being covered with a prepaid label. Crickets. No response now after multiple times of reaching out again. My items have “shipped” but have been at the same location in China since they shipped. No movement whatsoever. I guess it’s my fault for spending so much at a store I haven’t purchased from before but I had high hopes and heard good things about this site. Extremely disappointed and would not recommend anyone buy from them. Customer service is pretty much non existent as well. Hoping support sees this and reaches out to me. I am so sad about my experience.
Order number is 181168
Update 5/8 reply to Lacemade: I already had this information. Unhelpful. My whole experience has been shady and customer service is non existent unless you leave a bad review. I’ve inquired about a prepaid return label with no acknowledgement several times. I find it suspicious that when nothing was shipped after several days and I finally reached out about wanting to cancel the whole order, then everything surprisingly shipped. It’s been stuck at the same location in china since it was marked as shipped almost a week ago. I continue to not recommend this company to anyone.
6/2/2026 final update: after a lot of back and fourth emails, I received a return label on 5/13. Shipped the items back on 5/14 and provided lacemade and update that they were on the way back to them. 5/17 I got a tracking update that said the items were undeliverable to the address. Contacted Lacemade but didn’t get a response, then a few days later tracking updated again saying the items were delivered. I again updated Lacemade and requested my refund be initiated. They responded 5/19 stating the refund had been initiated and would take 3-5 business days. With the Memorial Day holiday I waited until 5/26 to respond as I was still waiting on the refund. Got a response 5/27 with the same reply of the refund would be initiated in 3-5 days. 5/29 I received a different email stating “your order has been refunded” however no refunds were in my accounts. I messaged the same day and received a response 5/30 again saying refunds take 3-5 business days. FINALLYYYY on June 1,2026 I received my full refund. Hallelujah! Thankful for the follow through on my refund but man what an experience. Still would not recommend this company but I’ll change my rating from 1 to 3 stars because my refund was received (2 months later).
lacemade.com 回复2026-05-08
Hi Princess✨
Thank you for your feedback, sorry for the inconvenience.
We have checked for you, the order has been shipped out with two packages.
And the tracking number are YT2612001400420273 and YT2612001400221168. The packages are in normal transit.
Please feel free to contact us if you have any concerns.
With love,
Princess Concierge | Lacemade
Placed an order on April 24th and havent received an update. I sent in a contact form and also wrote a message within the comment section on Instagram. This is terrible.
lacemade.com 回复2026-05-08
Hi Princess✨
Thank you for your feedback, sorry for the inconvenience.
Can you provide us your order number? We will check for you. Thank you.
Please contact us via email [email protected]. Thank you.
Looking forward to hearing from you.
With love,
Princess Concierge | Lacemade
The dresses are absolutely stunning!! Although some do run smaller, you just have to ensure that the measurements are exactly sure to fit the size you pick. The quality is so good and the designs are exactly what you see from the website.
Don’t let the aesthetic fool you.
The items are poorly made and arrive in terrible condition. Even worse, they are paying for fake reviews to manipulate their rating.
They prioritize silencing criticism over fixing their lack of ethics and quality. Save your money and shop elsewhere.
lacemade.com 回复2026-05-08
Hi Princess,
Thank you for taking the time to write this — even though it’s incredibly hard to read. We hear you, and we are deeply sorry for the experience you’ve described.
To do that properly, could you please share your order number (if related to an order) and any specific examples or screenshots you’re comfortable sharing? You can reply here or email us directly.
We are committed to fixing what’s broken — not hiding from it. Thank you for holding us accountable.
With love,
Princess Concierge | Lacemade
