Frequently Asked Questions
🚚 Shipping & Delivery
How long does shipping take? Shipping times vary by location:
- Europe: 5–10 business days
- United States: 7–14 business days
- Rest of the World: 10–20 business days
Processing time is 1–3 business days before your order is dispatched.
Do you ship worldwide? Yes. We ship to most countries worldwide. Shipping costs and estimated delivery times are calculated at checkout based on your location.
How much does shipping cost? Shipping costs are calculated at checkout. We occasionally offer free shipping on orders over a set amount — subscribe to our inner circle to be the first to know.
Will I receive a tracking number? Yes. Once your order has been dispatched, you'll receive a confirmation email with your tracking number so you can follow your parcel every step of the way.
My order hasn't arrived. What should I do? If your order is past the estimated delivery window:
- Check your tracking number for updates
- Confirm your shipping address was entered correctly
- Reach out to us at hello@lacyne.com — we'll look into it straight away.
Is packaging discreet? Always. Every Lacyne order is shipped in plain, unmarked packaging with no mention of the contents on the outside. Your privacy is our priority.
Are there customs duties or import taxes? International orders may be subject to customs duties or import taxes depending on your country. These charges are the customer's responsibility and are not included in our pricing or shipping fees.
💳 Payments & Orders
What payment methods do you accept? We accept all major credit and debit cards including Visa, Mastercard, and American Express, as well as PayPal, Apple Pay, and Google Pay.
Is it safe to pay on your site? Absolutely. Our site uses SSL encryption and all payments are processed through secure, trusted third-party payment processors. We never store your card details.
Can I change or cancel my order after placing it? We process orders quickly. If you need to make a change or cancellation, contact us at hello@lacyne.com as soon as possible with your order number. Once an order has been dispatched, we're unable to make changes.
I entered the wrong shipping address. What do I do? Contact us immediately at hello@lacyne.com with your order number and the correct address. If your order hasn't shipped yet, we'll update it for you right away.
Do you offer discount codes or promotions? Yes. Join our inner circle by subscribing to our newsletter and receive 10% off your first order, plus early access to new drops and exclusive promotions.
I didn't receive an order confirmation email. What should I do? Check your spam or junk folder first. If it's not there, contact us at hello@lacyne.com with your name and the email address used at checkout and we'll resend it promptly.
🔄 Returns & Refunds
What is your return policy? We accept returns within 30 days of delivery, provided items are unworn, unwashed, and in their original packaging with all tags attached. For hygiene reasons, bodystockings and harnesses are final sale unless faulty.
How do I start a return? Email us at hello@lacyne.com with your order number and reason for return. We'll send you instructions within 24 hours.
When will I receive my refund? Once we receive and inspect your return, refunds are processed within 5–7 business days back to your original payment method.
What if my item arrives damaged or faulty? We're sorry to hear that. Please contact us at hello@lacyne.com with your order number and a photo of the item within 48 hours of delivery and we'll resolve it immediately — replacement or full refund, your choice.
📩 Still Have Questions?
We're here for you. Email: hello@lacyne.com Website: lacyne.com
We aim to respond to all enquiries within 24–48 business hours.