Our Black Friday shopping event is now over.
Can I change or cancel an order during the sale?
We will always do our best to accommodate your request, but sometimes this is not possible if your order has already reached a certain stage in our warehouse processing system.
During promotional periods we are unable to change order details. However, our customer service team may be able to cancel your order if you contact us as soon as possible.
If you would like to request a cancellation, please send us an email to info@loungeunderwear.com with the subject line “Cancellation” and the following details:
- order number
- E-Mail-Address
- delivery address
- ordered items
- date of the order
- As detailed as possible about your request
If we cannot cancel your order and you would like to return part of your order, you can submit a return request via our portal here .
Can I change my shipping address after purchase?
Please email us as soon as possible and we will do everything we can to change this. However, an address change is not always possible. If the package has already been shipped, we cannot change the address and you will need to contact the courier directly.
I never received my confirmation email. Was my order successful?
If you do not receive a confirmation email immediately after placing your order, please do not worry.
Before you send us an email, there are a few things you can check:
- Please check the card used to make your order to ensure that the amount has been charged and is not still pending. If your card has not been charged, it is unlikely that the order was successful.
- If your card has been charged, please check your junk and spam email folders.
If you still cannot find your confirmation email, please send us an email with the following information and our lounge experts will find your order as soon as possible:
- Order number (if possible)
- E-Mail-Address
- delivery address
- ordered items
- The date of the order
Where is my order? Are there delays in shipping ?
Due to the high volume of orders we expect during our Black Friday shopping event, there may be a slight delay in shipping.
Our shipping times are only valid once we ship - you can read more information about our shipping times on the FAQs.
Rest assured that we will do everything we can to get your Lounge package to you quickly. Once your package has left our warehouse, you will receive a shipping confirmation from us directly to the email address you used for your Lounge order, with tracking details.
I received an email saying my order is “oversold . ”
Due to the high volume of orders during our Black Friday shopping event, some items may be oversold. This means that part of your order may no longer be available. You will be notified of this via email by one of our Lounge experts as soon as possible.
My tracking is not working. How can I track the package?
Please do not worry if your package tracking number has not been updated yet. During this busy period, it may take a while before we can present the latest tracking updates.
If I place more than one order, can you combine them and ship them together?
Unfortunately, we treat all orders separately and cannot combine orders if you place more than one order. Duplicate shipping charges are also non-refundable.
A friend of mine has already received her order. Where is mine?
Due to warehouse and courier processes, not all orders placed on the same day will be delivered on the same day or at the same time. This explains why your friend has already received her order. If your package does not arrive within the expected timeframe, please contact our customer service team.
I placed my order before the sale – can I still get a discount?
Unfortunately, orders placed before the sale begins will not qualify for any discounts offered. Discounts will only apply to orders placed during the promotional period.
What is your return policy during the event?
You can return your items within 60 days provided they are unworn, unwashed and unused. As long as your order was returned to us within this time period and you can provide tracking to support this, your order will qualify for a return.
If you would like to make a return, please visit our returns portal .
Please note that all returns for a refund are subject to a fee. Items returned for exchange will not incur a fee.
I want to exchange an item I bought during the sale. Will the exchange price be honored?
You are welcome to exchange your items for a different size.
If you wish to exchange your item for a completely different product, our customer service team will transfer the amount to an e-gift card that can be used for another purchase. You can also request a refund.
Please note that the amount of the refund or e-gift card will be equal to the price paid for the items during the sale.
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