Terms & Conditions


  1. General
  2. Conclusion of Contract
  3. Pricing and Payment
  4. Pricing Variations
  5. Shipping and Delivery
  6. Customs
  7. Right of Withdrawal, Returns and Refunds
  8. Promotions and Offers
  9. Complaints
  10. Privacy Policy
  11. Intellectual Property Rights
  12. Paying with Klarna
  13. Paying with Clearpay
  14. #FeelYourBreast
  15. Lounge Retail
  16. 25 Hour Sale
  17. Blossom Balcony

1. GENERAL


1.1

Lounge Underwear Limited ('We', 'Us', 'Our') is a company registered in the United Kingdom under registration number 10038870, and located at: Lounge, 1 Blythe Gate, Blythe Valley Business Park, Solihull, B90 8AD.

1.2

Our VAT number is 247257491.

1.3

Lounge Underwear Limited can be reached for any questions regarding these Terms and Conditions and matters connected to any orders or purchases. To contact a member of the team regarding the Terms and Conditions, please visit the Help Hub.

1.4

These Terms and Conditions govern the selling terms of all orders placed by customer(s) (hereinafter referred to as "you" or "the Customer") on the domain lounge.com or any sub-domains, from the moment you place an order until payment and delivery. By ordering a product, you agree to be legally bound by these Terms and Conditions. Please ensure you have read and understood them before placing an order.

1.5

Lounge Underwear Limited reserves the right to amend these Terms and Conditions at any time. The updated version will not be retroactive and the Parties shall only be bound by the Terms and Conditions which are published online the day the order is placed.


2. CONCLUSION OF CONTRACT


2.1

By placing an order on the Site, you are offered to purchase products subject to these Terms and Conditions. On the Site, you will follow the below steps in completing your order:

  • Find the product(s) you wish to purchase on the Site.
  • Select your required size and click 'Add to Bag'.
  • After adding all desired items to your cart, select 'Checkout'.
  • You will be required to input your shipping and billing information.
  • Review your order to ensure all items and details are correct.
  • Click 'Pay Now'.
  • You will receive confirmation of your order via email, which will be delivered to the email address provided at the time of ordering.
2.2

In the unlikely circumstance that Lounge Underwear Limited cannot fulfil your order for any reason, an email will be sent promptly to the email address provided at the time of ordering, explaining the situation and all possible solutions.

2.3

Please check the contents of your cart and your delivery information to ensure your order is correct before pressing 'Pay Now', as Lounge Underwear Limited may be unable to amend or cancel your order once submitted. If you have entered any incorrect information at checkout, please visit the Help Hub and contact a member of the team at your earliest convenience, but please be aware that order cancellations or amendments may not be possible.

2.4

Lounge Underwear Limited reserves the right to reject or cancel the fulfilment of any and all orders placed on the Site. We explicitly reserve the right to not accept your order for any of the following reasons:

  • The product is not available ('out of stock').
  • Your billing information is not correct or not verifiable.
  • Your order has been suspected of fraudulent activity.
  • Our couriers were unable to deliver to the shipping address provided at checkout.
  • Force Majeure.
  • In the event of misspelling, errors in pricing or other errors in the information provided on the Site.

3. PRICING AND PAYMENT


3.1

The product prices displayed on the Site are inclusive of Valued Added Tax (VAT). Shipping rates are applied per order. The exact shipping rate applied to your order will depend on the delivery location.

3.2

Lounge Underwear Limited has the right to change or update information at any time, without warning, including errors with prices, details and descriptions which may appear on the Site.

3.3

There are various payment methods available to you which will be displayed during the checkout process. Please be aware that we do not accept cash, cheques or Afterpay.

3.4

All payments are subject to validation checks and authorisation by your chosen payment service provider. If the provider refuses to, or cannot for any reason, authorise payment, you will be notified by email during the checkout process.


4. PRICING VARIATIONS


4.1

Conversion rates may apply to prices across destination-specific stores on the Site.

4.2

Lounge Underwear Limited reserves the right to change the price of a product at any time, without warning. Any orders placed prior to this change cannot be amended to the revised price.


5. SHIPPING AND DELIVERY


5.1

All orders made on the Site are dispatched from the UK. We aim to dispatch all orders on the day the order is placed; however, due to demand, this is not always possible. A tracking number, if applicable, will be included in your shipping confirmation email, which you will receive a short while after you receive your order confirmation email.

5.2

Depending on the delivery address provided by the Customer, there will be various delivery options available. The shipping fee will depend on the delivery option you select. All available shipping methods will be displayed to you during the checkout process.

5.3

For information on our UK shipping cutoff times - please see here.

5.4

Free delivery is applicable to orders over the specified cart value as declared on the Help Hub of the Site. If free delivery is applicable, your order will be dispatched with Standard Delivery unless Express is selected and paid for.

5.5

We will carry out a pre-authorisation check on the card used for purchase to ensure there are sufficient funds to complete the transaction. The product you have purchased will not be dispatched until this verification has been completed and payment has been successfully taken.

5.6

Lounge Underwear Limited cannot be held accountable for parcels delayed for reasons beyond our control. These reasons include but are not limited to the following: customs, service strikes, civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, weather, natural disasters, fire, epidemics or failure of public or private telecommunications networks.

5.7

Our couriers do not carry out deliveries during weekends or public holidays.


6. CUSTOMS


6.1

Countries outside of the European Union may be subject to additional duties to be paid. As the recipient, you are liable for all import duties, customs and local sales taxes levied by your country of residence; payment is necessary to release your order from customs.

6.2

If you refuse to pay the duties to release your order, your order may be abandoned by the courier and made non-refundable. Lounge Underwear Limited will make every reasonable effort to ensure the parcel can be shipped back to the warehouse and refunded. Shipping and handling fees may, in this case, be applied to the Customer.

6.3

Lounge Underwear Limited is required by law to state the correct amount paid for any outgoing international package. Any requests to change or modify this information will be denied.


7. RIGHT OF WITHDRAWAL, RETURNS AND REFUNDS


7.1

You have the right to return products within 30 days from the date of dispatch. Returns are accepted as long as the product is in its original condition, with all labels and tags still attached, with no stains, marks, pulls or rips of garments. Please note that our Returns Policy may vary during sale periods. You are advised to refer to the Help Hub for relevant updates.

7.2

Lounge Underwear Limited offers free returns in certain locations. Please refer to the Returns Policy, which is displayed in the Help Hub, for more information.

7.3

You have the right to request an exchange for your returned items in lieu of a refund. Exchanges will be granted providing the exchanged item has the same full-price value as the item originally purchased.

7.4

When your return parcel reaches the warehouse and has been inspected and accepted, your refund will be issued. We endeavour to complete returns within 10 working days (Monday-Friday). Please allow a further 10 working days for your refund to arrive back to your original payment method.

7.5

Refunds may only be made to the same payment method used to place the order.


8. PROMOTIONS AND OFFERS


8.1

When a Lounge e-Gift Card is issued, the card becomes the Customer's property. e-Gift Cards cannot be used in the purchase of another e-Gift Card.

8.2

One discount code can be used per order. Lounge Underwear Limited reserves the right to refuse or cancel the use of a discount code at any time, without warning or further discussion.

8.3

Promotions may vary across stores.

8.4

Discount codes are only applied when a correct code is entered at checkout.

8.5

Discount codes cannot be used in conjunction with any other discount code or offer, and are valid on full-price items only.

8.6

Discount codes cannot be used in the purchase of Outlet products, e-Gift Cards, Gift Wrap, Underwear Care Bags and Delivery fees.

8.7

Offers and discounts cannot be applied to orders placed outside of the promotional period, nor can discount codes be backdated.

8.8

All items are subject to availability at the time the order is placed.

8.9

Totum, Uniform Benefits, Join Network and Blue Light Discounts are valid in the UK only.

8.10

UNiDAYS discount codes are valid in the UK, USA, Germany, France and the Netherlands only.

*The following items are not included in the Bundle & Save Offer:

  • Days of the Week Thongs/Briefs
  • Multipack Thongs/Briefs/G-Strings
  • Intimates Thongs/Briefs/G-Strings
  • Gift Sets with pre-packed Thongs/Briefs/G-Strings
  • Men's Boxer Multipacks

9. COMPLAINTS


9.1

We take all complaints seriously and endeavour to resolve disputes as soon as they arise. Customers wishing to make a complaint are encouraged to visit the Help Hub and contact a member of the team at their earliest convenience.


10. PRIVACY POLICY


10.1

Please refer to our Privacy Policy, which forms part of these Terms and Conditions.


11. INTELLECTUAL PROPERTY RIGHTS


11.1

Lounge Underwear Limited owns all intellectual property rights on the Site and the material published on it. These works are protected by copyright laws worldwide.

11.2

Permission is granted to temporarily download one copy of the materials (information or software) on Lounge Underwear Limited's Site for personal, non-commercial transitory viewing only. This is the grant of a license, not a transfer of title, and under this license you may not: modify or copy the materials, use the materials for any commercial purpose, or for any public display (commercial or non-commercial), attempt to decompile or reverse-engineer any software contained on the Site, remove any copyright or other proprietary notations from the material, or transfer the material to another person or 'mirror' the material on any other server. This license shall automatically terminate if you violate any of these restrictions and may be terminated by Lounge Underwear Limited at any time. Upon terminating your viewing of this material or upon the termination of this license, you must destroy any downloaded material in your possession, whether in electronic, printed, or any other format.


12. PAYING WITH KLARNA


12.1

In cooperation with Klarna Bank AB (publ), Sveavägen 46, 111 34 Stockholm, Sweden, we offer alternative payment options. Payment is to be made to Klarna with 'Pay Later'. Further information and Klarna's user terms can be found here. General information on Klarna can be found here. Your personal data is handled in accordance with applicable data protection laws and in accordance with the information in Klarna's privacy statement.

Lounge Underwear Limited acts as an introducer and not a lender of unregulated credit products provided [exclusively] by Klarna Bank AB (publ). Credit is only available to permanent UK residents aged 18+, subject to status. Terms and conditions apply. Please note that the following products are not regulated by the FCA: 'Pay in 30 Days' and 'Pay in 3 [instalments]'.

Klarna's Pay in 3 / Pay in 30 days are unregulated credit agreements. Borrowing more than you can afford or paying late may negatively impact your financial status and ability to obtain credit. 18+, UK residents only. Subject to status. Late fees may apply. Ts&Cs apply.


13. PAYING WITH CLEARPAY


13.1

Clearpay lends you a fixed amount of credit to allow you to pay for your purchase over 4 instalments, due every two weeks. To be eligible for credit from Clearpay, you must be a permanent UK resident (excl. Channel Islands) with a fixed address in the UK, and aged 18+. Further eligibility criteria and T&Cs apply. For more information please refer to Clearpay Finance Ltd.

Ensure you can make your repayments on time by each due date to avoid incurring late fees. Missing a payment will lead to a late fee of £6, and if your order value is higher than £24, a further late fee of £6 will be incurred if the payment is still overdue after 7 days. If you fail to pay on time, your Clearpay debt may be passed to a debt collection agency and this may affect your ability to use Clearpay in the future.

We encourage you to use Clearpay responsibly.


14. #FEELYOURBREAST


14.1

For all #FeelYourBreast questions, please refer to the Help Hub and contact a member of the team.


15. LOUNGE RETAIL


15.1

The Lounge stores are located in:

  • The Trafford Centre, Manchester
  • Westfield White City, London
  • Cabot Circus, Bristol
  • Trinity, Leeds
15.2

These Terms and Conditions govern the selling terms of all purchases made by customer(s) (hereinafter referred to as "you" or "the Customer") in any Lounge retail store (hereinafter referred to as "the Store"). By making a purchase, you agree to be legally bound by these Terms and Conditions. Please ensure you have read and understood them before making a purchase.

15.3

Lounge Underwear Limited reserves the right to amend these Terms and Conditions at any time. The updated version will not be retroactive and the Parties shall only be bound by the Terms and Conditions which are published online the day the order is placed.

15.4

By making a purchase in the Store, you are offered to purchase products subject to these Terms and Conditions. In the Store, you will follow the below steps in making your purchase:

  • Find the product(s) you wish to purchase in the Store.
  • Select your required size.
  • Proceed to the checkout to complete your transaction.
  • You will be required to input your email address for a paperless receipt.
  • You will be offered to opt in to email marketing from Lounge.
  • Complete your payment using one of the available payment methods in the Store.
  • You will receive confirmation of your order via email, which will be delivered to the email address provided at the time of ordering.
15.5

Lounge Underwear Limited reserves the right to reject or cancel the fulfilment of any and all orders placed in the Store. We explicitly reserve the right to not accept your order for any of the following reasons:

  • The product is not available ('out of stock').
  • Your billing information is not correct or not verifiable.
  • Your order has been suspected of fraudulent activity.
  • Our couriers were unable to deliver to the shipping address provided at checkout.
  • Force Majeure.
  • In the event of misspelling, errors in pricing or other errors in the information provided in the Store.
  • In the event of harassment or abuse of any kind towards the staff in the Store.
15.6

The product prices displayed in the Store are inclusive of Valued Added Tax (VAT).

15.7

There are various payment methods available to you when completing your transaction in the Store. Please be aware that we do not accept cash, cheques or Afterpay.

15.8

All payments are subject to validation checks and authorisation by your chosen payment service provider. If the provider refuses to, or cannot for any reason, authorise payment, you may be notified by email during the checkout process and we reserve the right to refuse service.

15.9

Lounge Underwear Limited reserves the right to change the price of a product at any time, without warning. Any purchases made prior to this change cannot be amended to the revised price.

15.10

You have the right to return products within 30 days from the date of purchase. Returns are accepted as long as the product is in its original condition, with all labels and tags still attached, with no stains, marks, pulls or rips of garments. Please note that our Returns Policy may vary during sale periods. Please refer to the Help Hub for relevant updates.

15.11

Lounge Underwear Limited offers free returns to the Store, or online in the UK. Please refer to the Returns Policy, which is displayed in the Help Hub, for more information.

15.12

If you return your product(s) to the Store, your refund will be processed on the same day. Please allow a further 10 working days for your refund to arrive back to your original payment method.

15.13

Refunds may only be made to the same payment method used to place the order.

15.14

You have the right to request an exchange for your returned items in lieu of a refund. Exchanges will be granted providing the exchanged item has the same full-price value as the item originally purchased.

15.15

One discount code can be used per order. Lounge Underwear Limited reserves the right to refuse or cancel the use of a discount code at any time, without warning or further discussion.

15.16

Promotions may vary across stores.

15.17

Discount codes cannot be used in conjunction with any other discount code or offer, and are valid on full-price items only.

15.18

Discount codes cannot be used in the purchase of Outlet products, e-Gift Cards, Gift Wrap and Underwear Care Bags.

15.19

Offers and discounts cannot be applied to orders placed outside of promotional periods, nor can discount codes be backdated.

15.20

All items are subject to availability at the time the purchase is made. If an item is not available in the Store but is available online, you will have the option to pay for the item in the Store and receive Express Shipping of your desired item to your home address.

15.21

Totum, Uniform Benefits, Join Network and Blue Light Discounts are valid in the UK only.

15.22

UNiDAYS discount codes are valid in the UK, USA, Germany, France and the Netherlands only.

  • The following items are not included in the Bundle & Save Offer:
  • Days of the Week Thong/Brief (7-pack)
  • Multipack Thongs/Briefs/G-Strings
  • Intimates Thongs/Briefs/G-Strings
  • Gift Sets with pre-packed Thongs/Briefs/G-Strings
  • Men's Boxer Multipacks
15.23

We take all complaints seriously and endeavour to resolve disputes as soon as they arise. Customers wishing to make a complaint are encouraged to visit the Help Hub and contact a member of the team at their earliest convenience.

15.24

Please refer to our Privacy Policy, which forms part of these Terms and Conditions.

15.25

Lounge Underwear Limited owns all intellectual property rights in the Store and the material displayed in it. These works are protected by copyright laws worldwide.


16. 25 Hour Sale 

- Discount valid from 12pm BST on the 6th of June 2024 until 1pm BST on the 7th of June 2024.

- The discount code 25SUMMER can be used to benefit from a 25% discount on selected lines across the Lounge site.

- The discount code 25SUMMER cannot be used in conjunction with another discount code, or backdated to apply to an order placed outside of the discount period.

- The discount code 25SUMMER can be used on items in the Outlet to benefit from an additional 25% discount.

- The following products are excluded from the promotion:

  • Lounge Knit Collection
  • Entice Balcony Collection
  • Breakfast Club Collection
  • Reversible Swim Collection
  • Bamboo Comfort Multipacks
  • Cherry Print Multipacks
  • Bow Print Multipacks
  • Clara, Inara, Alina, Savannah & Ilianna Intimates
  • Men’s Luxe Boxers Multipacks

17. BLOSSOM BALCONY


17.1

Returns will not be accepted for purchases of the limited-edition 'Almost Hot Pink' and 'Almost Teal' Blossom Balcony sets. All profits made from the sale of these limited-edition discounted sets will be used to install solar panels at Lounge HQ and make Lounge's office space self-sufficient.

No discount codes will be valid in conjunction with the limited-edition Blossom Balcony sets.