RETURNS & EXCHANGES

WHAT IS OUR RETURNS POLICY?

We have a 14 day returns policy from the date of dispatch. 

• Items must be returned to us in the way we sent them out to you. All labels and tags must still be attached, with no make up stains, marks, pulls or rips of garments. 
• We reserve the rights to refuse your refund or exchange if the items are not sent back to us in their original condition. In such a case we will organise to reship the goods back to the given shipping address.
• You will be refunded based on the cost of the product (we do not refund your shipping charge).

HOW DO I ORGANISE A RETURN?

Please email returns@loungeunderwear.com before sending your parcel back to us. Our Returns Department will be glad to authorise your requirements should the returns policy be met.

Upon authorisation, please include the below details on your Returns Form:

• Your Order Number, which can be found on your confirmation email
• The reasons for your return or exchange
• The details of new size/colour if exchanging

Use the returns label provided in your parcel to ship the item back to us. Please note, this is not a free shipping label.

ARE RETURNS FREE?

The shipping cost incurred for returning item/s to Lounge is not covered or reimbursed by us. 

HOW LONG WILL IT TAKE FOR MY REFUND TO BE PROCESSED?

We will do our best to refund your item within 48 hours from the time it arrives at our HQ. Please allow up to 5 working days for the funds to land back in your account. We will refund using the same method originally used for your purchase. In the event that we do not receive your returned goods, we will ask you to provide the proof of postage. We reserve the right to refuse a refund if you are unable to provide this. 

DO I NEED TO RETURN THE WHOLE SET?

If you are exchanging, you only need to return the piece(s) you wish to exchange. For a refund, the full set must be returned. We cannot issue refunds for a partial return of a top or bottom, unless an exception is made with the Lounge team directly.                

WHAT IF MY LOUNGE ORDER ARRIVES DAMAGED OR THERE IS A FAULT UPON ARRIVAL?

Whilst we hope this never happens, if you receive damaged goods, or experience a manufacturing fault with your order, please contact us immediately so that we can help to sort out your problem as quickly as possible: returns@loungeunderwear.com

WHAT IF MY LOUNGE ORDER HASN'T ARRIVED?

If you are waiting for longer than 15 working days, please get in touch with our Customer Experience Team so we can find a solution as soon as possible for you: info@loungeunderwear.com. Please ensure you get in touch with our team as a matter of urgency so we can ensure we can help locate your parcel before couriers choose to abandon the parcel.