Lounge Reviews 

I've been ordering from this brand for years and have never had any issues. The products are good quality, comfortable to wear, and hold up really well over time.
Recently, however, I received the wrong item instead of the one I had ordered. I was extremely impressed by the responsiveness and professionalism of the customer service team. Lauren handled my request quickly, efficiently, and with great care. Her management of the issue was truly outstanding.
A big thank you to Lauren and the entire team!

Although I had an issue with the Australian exchange policy, Claire was kind and courteous in resolving my issue. I really appreciated her understanding and help. Thank you to Claire and the lounge team for making this experience positive!

Absolutely AWFUL experience.

I placed an order and paid extra for next-day delivery, yet my order didn’t arrive the next day. When I contacted customer service, they refunded the delivery fee and informed me that “next-day delivery” actually means the next day after dispatch. What’s the point of offering next-day delivery if you don’t actually dispatch the order?

THREE days later I received an email saying they had finally gone to pack my order, only to find that all SEVEN items were now out of stock and couldn’t be shipped. If they’d packed my order when they were supposed to, this wouldn’t have happened! Instead, they left it sitting there until everything had sold out.

And the compensation? A refund (for items they never even sent) or 15% off my next order. Completely pointless when I already get 15% student discount, something they may have noticed if they taken the time to look into my order. It’s hardly compensation for wasting my time and leaving me without the items I ordered.

Helpful and informative customer service

I recently had to exchange a couple of items, and the whole process was so easy and straightforward.

A big thank you to Tilly from the customer support team! She was so lovely, friendly, and helpful, and made everything completely hassle-free. Really appreciate how smoothly everything was handled. Great customer service!

I always shop at lounge they have the best customer service and products!
Sadie helped me out with a faulty pair of leggings I received and had a new pair sent out straight away. She was super helpful and lovely and I love this brand so much.
Thank you😊

Steph and Sadie were really great with helping with a returns issue I had. Even though the mistake was entirely on my side they did everything they could to help me and were successful in getting me where I needed to be. The customer service was 5* and I will definitely be a return customer

Very good costumer service. And overall beuatiful underwear.

I am very happy with the quality of my products! They are very pretty and relaxed at the same time. I had to contact the customer support twice for different reasons and both times the experience was amazing. I received a quick solution, without annoyance. The second time in particular Simon helped me. There was a little damage to my product and he delivered two solutions from which I could choose. It was super easy, quick, friendly and a very good experience. I would recommend buying at Lounge :)

I’ve waited almost 4 weeks for my package that still hasn’t left the couriers facilities in Belgium where it was sent from. I have been in contact with lounge many times and their customer service has done absolutely nothing about it, they claim that the courier has backlog in parcels and thanks me for my patience. At the same time they offer no information on their website or checkout about the backlog affecting delivery times, potentially misleading even more customers. Absolutely ridiculous and insane to wait over a month for a delivery which is supposed to take 3-5 days, all this without compensation

I had problems to get my order because of my own mistake but the lovely customer service representative helped me get my order. Thank you so much!

Great shop, the underwear has perfect quality and looks amazing. In my order one piece was missing, but I reached out to the costumer service and Lauren helped me fast and without any issues!

My shipment didn't arrive. In the chatroom I got help from Martin quickly. He arranged a new shipment for me immediately. Great customer service per chat.

The quality of products was amazing and the designs are super cute while being classy. I had an issue with an order not being delivered and Lounge’s customer service (shout out to Martin who helped!) was amazing and helped me resolve the issue quickly.

My package wasn’t delivered, even though the delivery service said it was, Lounge gave me back my money. Great service and nice people.

I have bought many things from lounge in the past with no problems. This time I had a fault in one of my items. I contacted customer services and Tilly helped sort the problem as best she could. She was very helpful and very quick to find a solution to my problem :)

#AUS692468

Shipping took over two weeks (and still counting) - by which point I'd changed address. After emailing customer services they told me to reach out to the new occupier and refused to reimburse shipping or send a replacement order..pretty poor first-time customer experience.

I am very happy—great service and high-quality products.