Hello, how can we help you?Welcome to our self-help section. Here you can quickly find the answers to many topics ranging from shipping to returns.
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I'm not satisfied with an ordered item and would like to submit a complaint. How should I proceed?
How do I return items?
Where is my parcel?
How much are the packaging & handling costs at Lounge?
Browse answers by category
How Lounge by Zalando works
What is Lounge by Zalando?How do the promotions work?How do I become a Lounge by Zalando member?See all
How Lounge by Zalando works
Returns and refunds
Can I return more than one order in the same parcel?How do I return items?Will I be notified once you've received my returned items?See all
Returns and refunds
Orders
I'm not satisfied with an ordered item and would like to submit a complaint. How should I proceed?How exactly does the ordering process work?Unfortunately I have ordered a wrong article (size, colour). Is it possible to exchange or re-order goods?See all
Orders
Payment
Which payment methods can I use when ordering from Lounge by Zalando?How can I change my preferred method of payment?Where can I find a copy of my invoice?See all
Payment
Shipping and delivery
Which shipping partner is delivering to me and what are the delivery options?How long does delivery take?Where is my parcel?See all
Shipping and delivery
Newsletter
What are the different types of newsletters?I want to change the frequency of my newsletter. How can I do that?Is the Lounge by Zalando newsletter subscription free of charge?See all
Newsletter
Your personal information
How can I change my personal details in my account?How can I reset my password if I have forgotten it?How can I delete my account?See all
Your personal information
Vouchers
How can I receive a Lounge by Zalando voucher?How can I redeem a voucher code?What should I do if my voucher isn't accepted?See all
Vouchers
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Lounge by Zalando

Customer Service

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*Compared to the recommended retail price.¹ All prices include value added tax; packaging & handling costs not included ³ Required fields 4 Please regard the displayed non-£ amounts as a non-binding estimate of the current exchange rate and as a purely non-obligatory service from Lounge by Zalando. All orders will be billed in £, which may lead to a slight deviation of amount charged in your home currency, as this is determined by the exchange rate of your bank.