FAQS
Please note: We are currently experiencing delays with tracking information updating. Your tracking may not show the latest information straight away, but please rest assured that your parcel is still on its way to you. As a result, we are receiving a higher-than-usual volume of enquiries, which means our response times are currently longer than our usual level of service. We understand that this is not the level of service you expect from us, and we’re truly sorry for the inconvenience and frustration this may cause. Our team is working around the clock to respond to all messages.
Need to return an item?
Categories
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Summer Sale FAQs
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Returns and Exchanges
Returns and Exchanges
- How do I make a return?
- What is your returns policy?
- Can I exchange my item?
- Can I return my orders together?
- How much does it cost to return?
- I want to amend/cancel my return
- I haven't received my return label / QR code
- When will my return be processed?
- I’m having issues using the returns portal
- Do I need an account to make a return?
- I've returned a non-Lounge item by mistake
- My return label/QR code doesn't work
- My return has been sent back to me
- My return appears to be lost
- Can I return items from an order I didn't place?
- Klarna / ClearPay Refunds
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Shipping
Shipping
- Where do you ship to?
- Where do you ship from?
- What are your shipping times?
- How do I track my order?
- Will I pay customs and duties on my order?
- Can I ship my order to a PO Box, parcel locker, or collection point?
- Do you ship to Military Addresses?
- Can I collect my order from a local Lounge store?
- What if I'm not in when you try to deliver the parcel?
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General
General
- Contact us
- Influencer Collaborations and Partnerships
- Careers
- Where can I find my order number?
- How do I create an account?
- Purchasing Intimates Sets
- Why can't I log into my account?
- Fake websites and accounts
- What will my order look like?
- Breast Cancer Awareness
- Is there a Lounge app?
- How do I add items to my wishlist?
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Order Amendments
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Order Issues
Order Issues
- I think my order is lost
- I'm missing an item from my order
- I've received an incorrect item(s)
- My order has been oversold
- My order is marked as delivered, but I haven't received it
- My item is faulty or has become defective
- My parcel has arrived damaged
- My order has been returned to sender
- My parcel has no tracking scans
- My order is ready for collection, but I don't know where
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Sizing and Styling Support
Sizing and Styling Support
- How To Measure Myself
- Sizing Chart
- What Is S+?
- What is Sister Sizing?
- What are the different types of underwear?
- What style of bra is best for me?
- What are the different styles of bra?
- Do you offer Petite and Tall sizes?
- Which bras would you recommend for pregnancy and nursing?
- Which bras would you recommend for post-surgery?
- What sizes don't you offer?
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Product Care and Expertise
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Lounge Retail
Lounge Retail
- Summer Sale FAQ
- Where can I find your stores?
- What are your in-store opening times?
- Finding your fit in store
- Inclusive Fittings Policy
- How can I check if my local Lounge store has a style in my size?
- Returning your store order
- Do you offer home delivery?
- What Payment Methods Are Available In-Store?