FAQ

SHIPPING POLICY

We currently ship within Europe, apart from Norway. But stay tuned, we’re going global!

Please see our different rates here

Please pick up your order within 14 days (7 Days with Budbee Box) from when it has reached the pick-up point.

If you do not collect the order it will be returned to us and you will be charged 150 SEK for return and handling fees.

As soon as you order has been shipped you are able to track the order with a reference which is sent to your registered email address. 

It may take up to 48 hours before the tracking link is updated.

See below for standard shipping times. Please note that due to certain circumstances (eg severe weather conditions, postal strikes, ...) shipping can take longer than stated here.

Your order will be shipped within 1-2 business days and within 4-7  business days during campaigns. Åland Islands delivery takes about 7-10 days.

You can choose between receiving your package directly home, otherwise to your closest service point.

We understand that you long for your package! Do not hesitate to contact us if your package has not arrived after the recommended delivery time. You can always follow your package's journey on the tracking ID you received from us when we sent the package. If a package is as delivered but you have not received your package, something has gone wrong. Please check in the first place if your neighbor or someone else in the family has received your package. You can of course always email us at support@lacelaboratory.com if you need help.

If your country is not a part och EU you will be responsible for custom taxes that might apply.

RETURNS AND EXCHANGES

The returned products must not have been used, worn, washed, dirtied or damaged and must not show signs of use; Returned products must be returned in the same conditions as you received them, complete with all attachments and labels. For example, panties must be returned in their packaging ( rolled or in tubes) and not been taken out. We accept returns within 14 days from the day you receive your order.

There is no return label included in your order. To register and start the return process email us at support@lacelaboratory.com , with your order number and a picture of the unopened item you want to return. A flat 49 SEK return fee will be deducted from your refund payment. 

Use our size guide to find the right size. Look at the pictures to choose the right color. And if you have questions or concerns about size, fit or something completely different - contact our support. They love to help and are of course also experts in every single product in the range.

A flat 49 SEK return fee will be deducted from your refund payment. 

The exchange products must not have been used, worn, washed, dirtied or damaged and must not show signs of use; Returned products must be returned in the same conditions as you received them, complete with all attachments and labels. For example, panties must be returned in their packaging ( rolled or in tubes) and not been taken out. We accept returns within 14 days from the day you receive your order.

There is no return label included in your order. To register and start the return process email us at support@lacelaboratory.com , with your order number and a picture of the unopened item you want to return. A flat 49 SEK return fee will be deducted from your refund payment. 

Use our size guide to find the right size. Look at the pictures to choose the right color. And if you have questions or concerns about size, fit or something completely different - contact our support. They love to help and are of course also experts in every single product in the range.

You will receive the refund for the return within 14 days after we have received and processed your return.

Once we have processed your refund you will receive a notification e-mail.

ORDERS

As soon as your order has been shipped you are able to track the order with a reference that is sent to your registered email address. If your order has been shipped already, please check your email for your tracking number.

There could be delays in the post, please wait 1-2 days, if it still has not arrived then please get in touch with customer support for further assistance. Please email: support@lacelaboratory.com

You do not need to create an account to place an order. We recommend it for easier checkout in the future, but it is possible to checkout as a guest. When creating an account, you become a member in our loyalty program, get 15% off your next purchase and earn points to trade in for free products.

Campaign codes should be entered during the checkout process to be valid. It’s not possible to add a campaign code after purchase.

You can only use one code per purchase.

Please pick up your order within 14 days from when it has reached the pick-up point. If you do not collect the order it will be returned to us and you will be charged 150 SEK for return and handling fees.

Unfortunately we are not able to make changes to the order once it is placed. In case it strikes you that you just ordered the wrong size or product please contact us at support@lacelaboratory.com , provide the order number as well as your full name so we can help you as soon as possible.

Oh no! Please get in touch with customer support for further assistance. Please email: support@lacelaboratory.com

Please email us as soon as you find out about this and we will hopefully have time to change your information before your order is packed. We will resend the information you need about your order and delivery.

We are so sorry for this, please contact our customer service at support@lacelaboratory.com and they will help you.

GIFT CARD

You will receive a email with your gift card which you have to click on, after that you will find a code that you apply in the check out.

If the full amount is not used, the rest will still be available to use on another purchase.

Yes you can, please read our return policy. The money will be put back on the gift card.

Email us at support@lacelaboratory.com and we will help you out!

2 Years from purchased date.

PRODUCT

The Lace panty has the stretchy lace-waist and Lace on the body of the panty, the inner lining is made of 100% cotton. The Modal panty also has the same stretchy lace-waist but the body is made from the fabric modal, which is a breathable material made from beech trees.

Yes, you can find them at Nordiska Kompaniet (NK) in Stockholm and Gothenburg, Sweden.

You will receive news and information by you signing up for our newsletter here or following us on Instagram, Facebook or TikTok. To get early access to product launches and other perks, join our loyalty program The Laboratory here.

Our panties are washable at 40°C (even at 60°C, but we don’t recommend it). We recommend washing them with similar colors and preferably in a wash bag.

Don’t tumble dry but rather dry flat to minimize wrinkles.

SIZING

Please see our size guide.

Use our size guide to find the right size. Look at the pictures to choose the right color. And if you have questions or concerns about size, fit or something completely different - contact our support. They love to help and are of course also experts in every single product in the range. Many thanks.

You can find our size guide here or on every product page, located just above the size selection.

THE LABORATORY

If you have already signed up for an account, you are automatically enrolled. Otherwise, signuphere!

You can earn points by signing up, referring friends and making purchases and they automatically show up in your account.

No you can not use points and discount codes at the same time on an order.

You see your point balance on topThe Laboratory pagewhen logged in.

You can either unlock a voucher onThe Laboratory pageor use the points slider at checkout when you have enough points.

You can share your link however you see fit with the exception of coupon or deal sites. We love seeing our community share their link on their blogs or social profiles! You can find your link after signing into The Laboratory.

If you no longer wish to earn points, please contact us and ask to be removed from the program by contacting us at support@lacelaboratory.com. In doing so, you will lose any points you have earned.

The levels are based on spend. When you shop for 1000 - 3000 SEK per year, you will reach the Gold level. If you shop for more than 3000 SEK per year, you will reach the Platinum level. In the program, we look at purchases in the last 12 months when defining the level you are in. However, when launching the program in March 2022, we have only looked 1 month back.

Can't find the answer you're looking for? Please email support@lacelaboratory.com, we try to answer within 48 hours.