Returns

Orders with delivery by Nova Poshta

“Easy return” service by Nova Poshta

The Easy Return service is available in the mobile app or business account in the electronic waybill of the parcel.

To use Easy Return, you need to

1. log in to the Nova Poshta mobile app or business account.
2. open ‘My shipments’ and select the received parcel that you want to return.
3. in the ‘Manage parcel’ section, select ‘Easy return’.
4. indicate the reason for returning the goods from the proposed list.
5. create a new electronic waybill and send the goods to the recipient at a post office, branch or address.

Detailed terms of service are available at the link: https://novaposhta.ua/lp/.

If the parcel with the return is sent in another way and requires payment for delivery services, the cost of delivery of the return will be deducted from the refund amount.

Each order includes an order return form in the package. It must be filled out and enclosed in the parcel you are sending for a refund.

Refunds are made according to the following principle:

1. The refund period to the card is 5 working days from the day after receiving the parcel with
return/exchange of goods.

2. If you paid for your order using the ‘plata by Mono’ or ‘LiqPay’ services, you do not need to enter your personal data.
Refunds are also made through the ‘plata by Mono’ or ‘LiqPay’ services to the same card from which the payment was made.

The refund period through the ‘plata by Mono’ or ‘LiqPay’ services is up to 7 working days from the day after receiving the parcel with the returned goods.

Purchases made in The Lace chain of physical stores

You can return the purchased goods within 14 days after the purchase. Refunds are made in the same way as the payment was made.

In case of non-standard situations, please contact our customer support managers in any convenient way.

The addresses and opening hours of our stores are available on the “CONTACTS” page.

Returning orders with international delivery

Each order includes a return form in the package. In this form, all conditions of the return and the address to which the goods must be sent are indicated. You need to fill it in, put it inside the parcel and send the parcel back to us. Cost of return delivery is paid by the client.

While arranging the shipment of the return, you have to indicate that it is a return of the goods (thus avoiding repeated customs clearance of the return) – otherwise, the cost of customs clearance will be deducted from the amount of the return.

Please, notify us about the return and provide a tracking number by sending a letter to our e-mail address info@thelace.com.ua.