Refund policy
RETURN AND REFUND POLICY
Last updated: 2026/08/08
RETURN WINDOW
You have 30 days from the date your order is delivered to request a return.
Requests made after 30 days cannot be accepted, except where the item is faulty or where required by applicable law.
CONDITION OF RETURNED ITEMS
To be eligible for a return, items must be:
- Unworn, unwashed and unused
- In their original condition, with no marks, stains, odours, pet hair or signs of wear
- Returned with all original tags attached
- Returned with the hygiene seal intact where one was applied
We reserve the right to refuse a return, or to apply a partial refund, where items are returned in a condition that does not meet the above.
ITEMS THAT CANNOT BE RETURNED
For hygiene and health protection reasons, the following cannot be returned once the hygiene seal has been removed:
- Thongs, G-strings and briefs
- Swimwear bottoms and one-piece swimsuits
- Hosiery, stockings, tights and socks
Gift cards and items marked as final sale are also non-returnable.
None of the above affects your rights in relation to items that arrive faulty, damaged or incorrect.
HOW TO START A RETURN
Contact us at [EMAIL] with your order number and the items you wish to return. We will reply within one business day with return instructions and the return address.
Please do not send any item back before contacting us. Returns received without prior notice cannot be matched to an order reliably and take significantly longer to process.
RETURN SHIPPING COSTS
Return shipping is at your own cost, unless the item you received was faulty, damaged, or not the item you ordered. In those cases we cover return shipping in full.
We recommend using a tracked service. Until the parcel reaches us, it remains your responsibility, and we are unable to issue a refund for a return that cannot be traced.
REFUNDS
Once your return arrives with us it will be inspected and processed within 3–5 business days. You will receive an email confirming that the refund has been issued.
Refunds are made to the original payment method used for the order. After we issue the refund, it can take a further 5–10 business days for the funds to appear on your statement, depending on your bank or card issuer. This period is controlled by your bank and is outside our control.
Original shipping charges are refunded only where the entire order is returned because it was faulty, damaged or incorrect.
EXCHANGES
If you need a different size or colour, contact us with your order number and the size you would like. Where the item is in stock we will arrange the exchange directly.
If you received the wrong size or a faulty item, we will send the replacement at no additional cost and cover return shipping.
FAULTY, DAMAGED OR INCORRECT ITEMS
If an item arrives faulty, damaged, or is not the item you ordered, contact us within 30 days of delivery with your order number and photographs showing the issue.
We will arrange a replacement or a full refund, including any shipping paid, at your preference. You will not be asked to pay return shipping in these cases.
MULTIPLE ORDERS
Please return each order separately, in its own parcel. Items from different orders combined into a single parcel are easily mismatched and may delay the refund on one or both orders.
ITEMS RETURNED IN ERROR
If you send us an item that was not purchased from us, we will attempt to contact you. We are unable to guarantee the return of such items and cannot accept responsibility for them.
CANCELLING AN ORDER
If your order has not yet been dispatched, contact us and we will cancel it and refund you in full. Once an order has been dispatched it cannot be cancelled, but it may be returned under this policy.
CONTACT
If you have any questions about this Return and Refund Policy, contact us at support@goloungewear.com.