Returns & Exchanges
RETURNS & REFUNDS
If for any reason, you are unhappy with your order, you can return your items within 14 days. Please contact The Clothing Lounge at customercare@the-clothinglounge.com for the return shipping address. Unfortunately we can not refund orders returned to the wrong address, so it’s important to check.
All items must be returned in their original condition via the steps outlined below. Please note due to hygiene reasons we cannot accept returns on jewellery and underwear. We will only accept swimwear if the protective hygienic strip is still in place and has not been tampered with. We also cannot accept returns of any sales items
Merchandise must not be worn, altered or washed and must be returned in its original condition with its tags still attached. Merchandise showing any sign of use will not be accepted and will be sent back to the customer at the discretion of The Clothing Lounge
The Clothing Lounge and our designers do not take responsibility for items lost in return transit and unfortunately if this does occur we will not be able to offer a refund. As such, please choose wisely when selecting your return shipping method.
WHAT YOU NEED TO DO
1. Email our Customer Care Team within 7 days of receiving your package stating your order number and the items that you wish to return.
2. You will receive an email: with instructions and the return shipping address.
3. Fill out the Pro Forma invoice: that came with your order. If you are outside Europe it is extremely important to declare the goods as 'returned for refund goods' on the customs declaration as The Clothing Lounge and our designers will not be held liable for any import duties
4. Pack your items: using the original packaging provided
5. Return your item: You can choose a courier service of your preference, but in this case we cannot reimburse you for the shipping fees associated with the return and cannot be held responsible if the parcel should have any issues during transit.
6. Email Notification: You will receive an email notification once your return has been received and processed. You will then receive a second automatic email once the refund is completed.
All international customers must pay for their goods to be returned unless otherwise stated
For speedy processing of the refund, please ensure that your returned items meet the conditions of our Returns Policy
If you've returned more than one order in the same parcel, please allow up to 72 hours for all returned items to be processed.
If you need any assistance with the returns procedure please contact our customer services team on customercare@the-clothinglounge.com
WHAT HAPPENS NEXT
We will notify you via email as confirmation once we have received your return. All items are inspected to ensure that they’re in the same condition as they were dispatched in.
All refunds will be automatically issued to the payment method which was used to place the original order. We will notify you via email of reimbursement. Refunds can take up to 10 working days to process (this excluding bank holidays and weekends) from the date your returned item is received. Shipping costs will not be refunded.
If any customs duties and sales taxes were applied locally, you may be able to recover these by contacting your local customs bureau directly.
METHOD OF PAYMENT FOR REFUNDS
Refunds will be made according to the method of payment used for the purchase:
PAYMENTS VIA CREDIT CARD: the refund will be credited to the same Credit Card that was originally used to make the purchase.
PAYMENTS VIA PAYPAL: the refund will be visible in your Paypal account within 72 hours after receipt of the e-mail confirming the reimbursement
EXCHANGES
Please note that we are unable to offer exchanges. However, if you wish to exchange your Item for a different size or an alternative Item, we suggest that you return the Item in accordance with the Return and Exchange Policy, and purchase the new Item as a separate order.
We try to accept all returns as long as the exercised is deemed correctly and the following condition have been fully met:
• You must email our Customer Care Team within 14 working days from the date of your receipt
• Your returned items must arrive back to us no later than 14 days working days after you’ve received your order. If it arrives at The Clothing Lounge after 14 days your item will be returned to you.
• In the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you
• Any returns that are damaged, soiled or returned without original labels attached may not be accepted and may be returned directly to you
• Products must be returned to us unwashed, unworn, undamaged, unused in a resaleable condition with all tags intact
• Items should be returned from the same country to which they were delivered.
• All designer packaging such as boxes, authenticity cards, dust bags, and leather tags should be included with your return. Please email us at customercare@the-clothinglounge.com if any of your items arrived without packaging
• You cannot return items that have been made to order or customised for you
• Footwear will only be accepted if returned in the original box and in an undamaged condition
• In the interest of hygiene, we do not offer refunds on pierced jewellery, hosiery, underwear or swimwear, unless you received them in unsatisfactory condition or they are unfit for purpose.
• All sale items are final sale and cannot be returned.
• If your item is faulty, received damaged or with a manufacturing fault we can offer an alternative such as repair or exchange for the same item
• The parcel remains your responsibility until it arrives with us, remember to ask for proof of postage, so if your parcel goes missing in the mail, you’ll have proof you’ve sent it
• Returned items will be refunded to the original payment method, excluding the cost of shipping
• If you are outside Europe it is extremely important to declare the goods as 'returned for refund goods' on the customs declaration as The Clothing Lounge and our designers will not be held liable for any import duties
• If this instruction is not carried out, the cost of any customs duties may be deducted from your refund value or the item may be returned back to you at your cost
• We cannot offer an exchange on returned items but you can send something back for a full refund and then place a new order for the size, colour or item you prefer