Shipping
We have a number of delivery options for you to choose from, depending on where you are in the world and how you wish your parcel to be delivered.
Please see the below chart for shipping rates and estimated delivery times:
| Location | Service | Delivery Time | Cost | Spend $180 + |
| Australia | Economy | 5-14 working days | $10 | FREE |
| Express | 2-4 working days | $20 | $10 | |
FAQs
WILL MY ORDER BE DELAYED DURING BLACK FRIDAY?
We're do expect a huge spike in orders during this peak period for Lounge. So please do bear in mind that you might experience a slight delay compared to our usual Lounge service, while the whole Lounge team get together to get your order processed and on it's way to you as quickly as possible. If you have any questions at all during this period, we'll be happy to give you updates. Please note that we endeavour to despatch your order as fast as we can.
WHAT WILL MY ORDER LOOK LIKE?
You will fall in love with your Lounge delivery the moment it arrives in our Lounge branded delivery bag. Our sets arrive in pretty frosted packaging, then sealed in our stylish black Lounge bags. Choose gift wrapping for an extra feminine touch. Our gift wrap offers beautiful soft layers of white Lounge printed tissue paper and sticker, wrapped into our statement branded box and Lounge ribbon.
HOW QUICKLY WILL MY ORDER BE PROCESSED?
We aim to process all orders placed before 3pm (UK time) on the same day. Any orders placed after this time will be processed the next working day.
We would not advise placing Express order over Bank Holidays periods as couriers may experience delays during this time.
WILL MY ORDER BE TRACKED?
Yes, all orders made with Lounge will be fully tracked via the relevant courier chosen at the checkout cart. The tracking number will be emailed to you inside your shipping confirmation email, so that you can keep an eye on your parcels journey whilst it's on it's way to you. Please ensure you check your junk mailbox incase your shipping confirmation email lands in there.
WILL I HAVE TO PAY ADDITIONAL TAXES OR DUTIES ON MY ORDER?
All orders from Lounge are shipped from the United Kingdom. You will be liable for all import duties, customs and taxes applicable to your order. Please be aware that Lounge does not have any control for any duties, customs and taxes levied by the country your order is being shipped to. We cannot advise you what the cost will be as these charges can vary according to country. Since these fees are not computed nor applied to orders by Lounge, please contact your local customs office to find out more information if you are unsure of the charges.
CAN I CHANGE MY DELIVERY ADDRESS AFTER PLACING MY ORDER?
After placing your Lounge order through the website, for your own security unfortunately our team will be unable to change the address on your behalf.
WHAT DO I DO IF THERE IS NOBODY HOME TO RECEIVE THE DELIVERY?
In the circumstance that there is nobody at home to receive your delivery, the courier may leave your order in a safe place - this will be advised on a delivery note posted through your door by the courier. If they find that there is no suitable safe place for your delivery to be left, the courier will leave a card instructing you on the options of how to arrange for your goods to be redelivered.
In some rare circumstances you may experience that your parcel hasn’t arrived and there is no card posted through the door. If this is the case, please contact the courier as soon as possible with your tracking number to rearrange delivery at your earliest convenience. Please note, It is important that this is done as soon as possible after the suggested delivery time has passed, to ensure the courier doesn't abandon your delivery.
Return or Exchange
WHAT IS OUR RETURNS POLICY?
We have a 30 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.
WHAT IF I'M PURCHASING A CHRISTMAS PRESENT?
We understand that you might have started your Christmas shopping and want to make your shopping experience as worry free as possible. Please see our Christmas Returns details here.
Buying for someone else?
Shopping for someone else but not sure what to give them? Give them the gift of choice with a Lounge Gift Card.
The perfect option if you know that the one you love would rather select the Lounge product(s) themselves, in the sizes they desire.
How does the Gift Card work?
Gift Cards are delivered by email, which contains instructions of how to redeem the Gift Card at checkout. Our Gift Cards have no additional processing fees and cannot be refunded.
Please note: Do not purchase Gift Cards alongside other products on the website. Please purchase the Gift Card alone as a single product so the email code may be redeemed.
