FAQ

DO I NEED TO SET UP AN ACCOUNT TO PLACE AN ORDER TO SHOP ON THE CLOTHING LOUNGE ?
You can shop at The Clothing Lounge without creating an account. However, register with us and you'll be able to enjoy the following benefits:
Track your orders and review past purchases.Add products you love to your Wish List. Preview our new collections and register your interest for your favourite pieces.Save your address and card details so you can shop even quicker next time

ARE ALL YOUR BRANDS LEGITIMATE ?
All our items are genuine and have been sourced directly from the designer.

DO YOU OFFER REPAIRS?
We currently do not offer a repairs service but this something we are working on.

IS IT SAFE TO ORDER ONLINE?
We take security very seriously indeed, so your details will be safe with us. At The-clothinglounge.com all payments are made using the most advanced technological systems and coding methods. The Clothing Lounge also supplies SSL certificates and 3D secure for your safety.

IS MY PERSONAL INFORMATION KEPT PRIVATE?
Please be assured that your personal information is kept private and confidential, and at no point will we share it with a third party. For more information, please read our Privacy Policy in full.

CAN I MAKE CHANGES TO MY ORDER?
Once your order has been placed you cannot make any changes.

HOW CAN I CANCEL MY ORDER?
The Clothing Lounge is happy to accept cancellations through our customer service team up to 15 minutes after you have placed your order.  After that, you cannot cancel your order, but you may return it if you wish. Please email customercare@the-clothinglounge.com with your order reference number in order for your cancellation to be processed.

MY ITEM IS FAULTY OR INCORRECT?
If you're looking to return a faulty or incorrect item, please email our customer care department within 5 days of receiving the order so we can process this swiftly.  Please do not send the item(s) back to us until you have emailed our customer care department customercare@the-clothinglounge.com stating your order reference number, daytime contact number, name, address and your reason for the return.

HOW LONG DOES DELIVERY TAKE?
UK Delivery
£7.95. Delivery in 5-8 working days on some items
EU & Rest of World
£19  Delivery in 7-10 working days on some items

CAN YOU DELIVER TO A DIFFERENT ADDRESS OTHER THAN MY BILLING ADDRESS?
You certainly can. You may add more than one address to your account details and may send any order to any UK address. Your account will default to one address so don't forget to select the right address when you order next time.


HOW DO I KNOW IF AN ITEM IS IN STOCK?
All items shown on the website are in stock. However, please note that putting an item in your shopping bag does not automatically reserve it for you, and that it can be purchased by another customer while you continue to shop for other items. We don't currently have the facility to let you know when an item is due back in stock. As we like to offer you new and exciting products regularly we don't tend to restock a lot of our items again.
You could also look for something similar? All you need to do is type a description into the search box on our website. You can narrow down the selection by using our filter section on the left hand side of the screen.
Our New In section includes all our latest items, so it's always worth a look!
If an item is listed as out of stock then it is currently unavailable but will be ready to order as soon as we receive new stock. However, because we retail many items that are unique or very limited productions, once some pieces are gone they are gone forever!

HOW WILL MY ITEM BE PACKAGED?
All products will arrive  wrapped in The Clothing Lounge packaging.  Your purchase will be securely placed and delivered to you by the courier.

HOW WILL SHIPPING BE CHARGED?
Shipping costs will be calculated based on the size, weight and destination of your package. All shipments are processed by The Clothing Lounge partner carriers. We work hard to subsidise these costs for you. The shipping charges are displayed on the order confirmation page.

WHICH COUNTRY DO YOU SHIP TO?
We ship worldwide using DHL for international delivery and Citylink and City Sprint for UK

WILL THERE BE ADDITIONAL DUTIES OR TAXES PAYABLE ON MY PURCHASE?
In most cases, any customs or import duties are charged once the parcel reaches its destination country. Any charges on a parcel must be paid by the person receiving the parcel. The Clothing Lounge has no control over these charges and we can not tell you what the cost would be, as customs policies and import duties vary widely from country to country.

It might be a good idea to contact your local customs office for current charges, so you are not surprised by charges you were not expecting.

WHAT PAYMENT METHODS DO YOU ACCEPT?
We accept Visa, MasterCard, American Express, Visa Electron, JCB. Some cards may require an authorization from the issuing bank. If you do not have a credit card you can use Paypal as a payment method by creating an account with them.

WHAT ARE YOUR RETURNS POLICY?
The Clothing Lounge allows up to 14 days for returns from the time you received your goods for a full refund on unwanted items. Products must be returned in a resale able condition with all tags intact.

Footwear will only be accepted if returned in the original box in an undamaged condition.

We try hard to accept all returns, please make sure they are in the original packagind and  securely packed. In the unlikely event that an item is returned to us in an unsuitable condition, we will send it back to you.

EASY TWO STEP RETURN
When you return your order, just pop your returns note in the parcel with the reason for the return.

We will send you an email as soon as we’ve received your return back to our Head Office.

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.

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.

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 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.

CAN I EXCHANGE AN ITEM?
We can not 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’d prefer.

IF I RETURN AN ITEM HOW LONG DOES IT TAKE FOR A REFUND?
Once your return has been received and it complies with our Returns Policy, we will refund you for the item(s) returned by your original payment method. Please be aware that payments can take up to 14 working days to process depending on your bank or payment provider.
Returned items will be refunded excluding the cost of shipping

IS MY ITEM INSURED AND DO I HAVE TO SIGN FOR MY DELIVERY?
All our packages are insured from theft and damage while in transit to your shipping address, and we require a signature for delivery of our shipments.

HOW DO I TRACK MY ORDER?
You will recieve regular updates on your order. Please look out for these in your inbox

WHAT ARE YOUR POLICIES ON DISTANCE SELLING?
The UK Distance Selling Regulations advise you have seven working days to cancel the contract for your order with us and we will issue you with a full refund. The seven working days starts from the day after you receive your order. We need written confirmation of cancellation from you, so you'll need to contact us quoting your order number.  If you have already received your order, you will need to return all of the items in the order.The items must be in their original condition and will be inspected once we have received them. We try hard to accept all returns, and returns to us don't need to be in the original packaging. In the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you..