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RETURNS & EXCHANGES

WHAT IS OUR RETURNS POLICY?

We accept exchanges and refunds on all of our pieces!
We only ask that the following requirements are met...

  • Please ensure items are returned 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.

You will be refunded based on the cost of the product (we do not refund your shipping charge).

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 (top and bottom). We cannot issue refunds for a partial return of a top or bottom.

HOW DO I ORGANISE A RETURN?

Please email returns@loungeunderwear.com

Include:

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

Our Customer Care Team will be glad to organise your requirements and provide the applicable forms and returns address needed.

Note, we have a 14 day returns policy from the date of dispatch. 

Please retain a copy of your proof of postage in case of any lost or delayed parcels.

ARE RETURNS FREE?

The shipping cost incurred for returning item/s to Lounge for an exchange or refund 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 on the same day 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 AFTER 15 WORKING DAYS?

If you are waiting for longer than 15 working days, please get in touch with our Customer Care Team right away so we can find a solution as soon as possible for you: info@loungeunderwear.com. Please ensure you get in touch with our team with urgency so we can ensure we can help locate your parcel.

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