NOT HAPPY WITH YOUR ITEM?
We are sorry you need to return your item! Please read below our returns policy and if you tick all the boxes, then please return to: Lounge Underwear, Unit C5 Sapphire Court, Bromsgrove Technology Park, Isidore Road, Bromsgrove, Worcestershire, B60 3FJ.
WHAT IS OUR RETURNS POLICY?
We hope that you will love everything you buy from us, however if this is not the case, we promise to refund the cost of the item you are unhappy with when you return it to us in the condition it arrived in, within 14 days of the order dispatch. Please ensure that Lounge underwear items are tried on over your own underwear. When returning items to us, please place your returned goods in their original packaging and do not remove any labels or tags. All we ask is that the items are the way we sent them out to you. No make up stains, marks, pulls or rips of garments, as these cannot be refunded.
Please retain a copy of your proof of postage in case of any lost or delayed parcels.
Damaged or marked items will not be accepted for a refund or exchange and will be returned back to the sender.
ARE RETURNS FREE?
The shipping cost incurred for returning item/s to Lounge for an exchange or refund are not covered or reimbursed by us.
HOW DO YOU RETURN AN ITEM?
Please follow the below process for returning your parcel to us:
Re-pack the item in its original packaging with labels and tags still attached. Cover your address label with the Lounge address label found on your delivery note. If you cannot find this, please just email us and we can give you some further details. Return the package by using the Post Office counters and obtain proof of postage from the Post Office. Please do not post the package through the post box without obtaining a certificate of posting. Keep your certificate of postage safe as you will need this as your proof of return.
HOW LONG WILL IT TAKE FOR MY REFUND TO BE PROCESSED?
We will refund your item on the same day that we receive it, providing the item is in a refundable condition as stated above. Please allow time for the money to land back in your account, this can take up to 5 days.
If you would like to return an item, we will refund you within 14 days of the day that we email you to confirm your order has been dispatched. If you receive a faulty product, please contact us directly to organise a full refund or exchange. A faulty item is entitled to a refund of the delivery charge. However if there is more than the returned faulty item in the same order, the delivery charge will not be refunded. In the event that we do not receive your returned goods, we will ask you to provide the certificate of posting from the Post Office as proof of postage. We reserve the right to refuse a refund if you are unable to provide the certificate of posting. We will refund using the same method originally used by you to pay for your purchase.
CAN I EXCHANGE AN ITEM?
Yes, please contact the Lounge team directly to discuss any exchange requests before returning your set: firstname.lastname@example.org or alternatively on our live chat.
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 (top and bottom). 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 do receive damaged goods, or have a manufacturing fault occur, please contact us immediately so that we can help to sort out your problem as quickly as possible.