I Haven't Received My Order Confirmation? Has My Order Even Gone Through?
If you haven't received your order confirmation email after placing your order and are beginning to worry, here's a few things to check:
- We would firstly recommend checking that your bank account used to place your order has been charged. If you haven't been charged it's unlikely that you completed your purchase, and in that case we would recommend heading back to loungeunderwear.com to do so. (You can expect to see a final order confirmation screen, with your order number included, once your order is complete).
- If your bank has been charged and you still have no order confirmation from us, we would recommend checking your junk or spam box.. Fingers crossed its sitting there...
- If none of the above resolve your issue, pop our Lounge Experts an email right away on firstname.lastname@example.org with your full name included. Our team will be happy to help locate your order details for you. (You never know, you might find that during the rush to checkout, you misspelt part of your email address by mistake.)
Where Is My Order? Are There Delays Expected?
Due to the high volume of orders we will be receiving during our Black Friday Sale, you may experience a slight delay in receiving your items.
We will be doing everything we can to get your Lounge comforts to you as quickly as possible, and as soon as your parcel has left our HQ, you can expect a despatch confirmation from us straight to your inbox, with your tracking number included.
Can I Have My Order Gift Wrapped?
During our Black Friday Sale we are incredibly busy, in order to ensure you receive your items as soon as possible, we will turn off the Gift Wrap option. We are incredibly sorry for any inconvenience caused, but our usual packaging is still pretty great. You won't be disappointed!
I've Made A Mistake, Can You Help Me Change It?
Unfortunately, if you've made any mistakes in your personal details or in your items purchased, we will be unable to make changes to these details. Once your order has been placed we will not be able to make alterations, so please be sure to triple check all details before checking out.
This also applies to other requests such as adding or removing items. Once your order is placed, we will not be able to make any alterations to it.
If I Place More Than One Order, Can You Combine And Ship Them Together?
We are afraid that multiple orders cannot be combined and duplicate shipping charges cannot be refunded.
Can I Cancel My Order?
We will not be able to cancel your order once it has been placed, so please make sure you're 100% happy with your order details before completing your checkout process.
In this instance, we would recommend returning your items once they have arrived if you still wish to. You can do so through our easy to use Returns Portal.
My Friend Has Their Order Already, But I'm Still Waiting...
We're doing our best to despatch all orders in the order of purchase history, but also have to run our warehouse in a systematic way to ensure things run as smoothly and quickly as possible for all customers who have purchased during the sale.
Please don't worry, your order will be in the hands of our professionals and will be with you very soon! We sincerely appreciate your patience.
I Have Been Emailed Saying My Order Is 'Partially Allocated', What Does That Mean?
In some rare circumstances, orders may be affected by oversold items due to the spike in orders during our sale. This means that part of your order may not be available any more - and in such a case your order will be classed as 'partially allocated'.
If this is the case, our Lounge Experts will email you as promptly as possible (using the email you provided as part of your order), and will offer some other possible solutions such as alternate colours, styles or sizing, to replace the item that has sadly oversold.
We appreciate this is not ideal, but we would prefer to offer you an alternative option rather than cancelling your whole order without your permission.