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Customer Info

Do I get an order Confirmation?
Yes , when you place your order we will give you an order confirmation.
You will receive additional updates about processing your order and shipping.

How can I check the status of my order?
Log into My Account and you will see a list of your recent orders. Click the View Order link to view the details of an order. If an item on your order has shipped from our warehouse, you will see a Shipments tab. Click this link to view the shipment(s) associated with your order along with any relevant tracking information.

What payment options do you accept?
We currently accept Paypal. If you don’t have paypal you can make a bank transfer to our bank account.
Please email us and we will get you all the details.
luc.lace@hetnet.nl
US customers are welcome to send a check as well, only from US banks drawn in US$.

Do I need to pay VAT or Sales tax?
Customers inside the European Union will be charged VAT / Sales tax of 21%, unless they can provide a valid Tax Identification Number (TIN).
Customers outside the European will not be charged VAT or Sales tax, provided their shipping address is outside the European Union.

Do I need to pay Duties?
For international returns, any customs or import duties, brokerage fees, taxes, and all other charges paid are solely the responsibility of the customer. All costs, duties, fees, or taxes are the customer’s responsibility and will not be refunded.

Return & Refund Policy
At www.cottonlace.com your satisfaction is our top priority, which is why we’re happy to offer a full refund of the purchase price. If for any reason, you are not 100% satisfied with your purchase of a physical product, you may return it for a full refund, credit, or exchange of the product purchase price at any time.
Refunds or exchanges for defective merchandise must be made within 21 days of purchase. If an item is defective, we will do our best to replace it when possible. If we are unable to replace the item, we will issue a refund. Please email us if you have any questions. We’re always happy to help in any way we can!

Shipping Info:
How Will My Purchased Merchandise Be Shipped?
All orders are shipped by Postal Priority registered Airmail.
Orders below $ 75.00 do not have standard tracking numbers. You can purchase a tracking number for an extra $ 10.00

Do I get a tracking number?
Yes, we will send a tracking number once your order has been shipped out.
Orders below $ 75.00 do not have tracking numbers. You can purchase a tracking number for an extra $ 10.00

How long does it take to receive my order?
We can’t indicate exactly how long it takes. It mostly depends on local postal services, most of which have indicative shipping times on their web sites.
Based on previous customer estimates, shipping to the USA takes about one to two weeks. Shipping to Asia – two to three weeks. Europe – about one week.

Do you ship Express?
If you need express shipment we can offer Fedex or UPS at an additional expense.

Does www.cottonlace.com offer international shipping?
Yes, we ship all throughout the world.

Account / Password
Login to your account with your current username and password. Navigate to My Account > Account Overview. In the upper left of the page you will see your Account Details. Click the “edit” link. Type in your new password and then retype it to confirm.

I Forgot My Username/Password. How Do I Retrieve It?
Click “login” at the top of the screen. There is a prompt to send your username to you via email and another one to reset your password. You will receive an email notification which will allow you to retrieve or reset your login information at the email address associated with your account.

How Do I Change/Update My Account?
Click “My Account” at the top of the screen. From there you can edit your payment information, shipping address, and contact information.

Can I Delete/Cancel My Account?
Please contact us at luc.lace@hetnet.nl