Lounge Reviews 

Havnt dispatched my order customer service is shocking. Never buy from them again. Took my money and never delivered. Plenty of other brands out there deliver next day. Buyer be aware

Customer service is shocking. All you need to do is jump on their instragram and you'll see dozens of messages of people trying to find out where their order is as they love to take your money and not ship the clothes.

great, underwear and other products, best designs and collections for good price, great customer service as well that helped me with some questions(Martin).

J. Pham

Had issues with my tracking number and Salma helped me out really quickly with getting a new link to be able to track my package. Their customer service has always been so helpful and they have such great products for great prices.

We went shopping in St davids cardiff retail mall. We were looked after by beth and kara and they couldn't of been more helpful. They were such happy ladies despite working on a Sunday. Great asset to the store. They made everything comfortable in what could of been an embarrassing moment for my 18 year old daughter. See you again girls.

I purchased 4 items from Lounge AUS, thinking they had an Australian warehouse. Before placing the order I did some research and the returns process sounded really easy. Unfortunately, two of the items I'm hoping to send back (the quality wasn't what I expected and the fabric is too uncomfortable). I've submitted the return, and I've found out these items have to be sent back to Belgium, which will cost $50 (the order is only worth $108). I've contacted their team to find out if I can send the items back directly once I'm in Europe next month, but for some reason, they have refused this as a solution. It's really deceiving having an Australian website and no Australian return address, and not being upfront about where orders get returned to. I'll never order from here again. Honestly, the quality is a bit of a let-down too and this returns process is too hard and costly.

I ordered one of their bras and although I did not like the way it looked on me the quality, fit and fabric was excellent! The team are also very friendly and easy to communicate with when I was returning my item! Claire and Lucy thank you for your help and also the rest of the team!

Amazing quality and comfort! I love all their products that I’ve gotten, but I can’t believe how amazing their Comfort Extreme Push-up Balconette Bra is the first push-up I’ve gotten that actually fits without leaving gapping in the cup!!! I’m amazed.

Never ordering from here again.

Paid £10 for premium delivery with DHL. I ordered it on Friday 10th of July, it said it would be here by Monday 13th. It is now Friday the 17th and I still have not received my order.

Not only that, they took until Monday to actually update my order status, then DHL send me emails and messages saying that I owe £60 in import tax so that I can even get my order.

I then go to customer support, impossible to talk to a real human. they say thanks for your patience, and also said "Hmm, that's not right. I'd like to pass you over to a member of the team who can take a look into this further for you"

But still no response from a human, and I have no idea what to do with the DHL import payment, that was never mentioned when checking out, and even lounge says ordering to the UK you shouldn't have to pay import tax

Summary:

Still no response from customer support, ordered a week ago with premium shipping, haven't gotten my order yet, and left with a £60 tax bill for something I shouldn't have to pay, and not even knowing if I will receive my order.

I ordered their high push up bra on 9/07/2026 delivery said it would take 2-4 days - well it has been 9 days and nothing has arrived! I have emailed customer services and no one got back to me- I contacted Royal Mail and they have not even got the parcel yet! They are a complete scam and customer service is terrible! I just want my order

I accidentally ordered the wrong size. When I found that out, I immediately cancelled the order. Stef helped me really well with cancelling the order and getting back my money. I would definitely come here again.

When I tried on the bra I almost cried because it has been so hard to find a perfect fit that also gives a beautiful shape. It was my first one from Lounge but definitely not the last.

Thank you so much Lauren and Sopfie from Lounge who helped me pick my size based on my measurements, it turned out to fit perfectly!! I highly recommend reaching out to them if you are unsure of your size.

I had a faulty garter/g-string set, and while this is an inconvenience, a quick chat with customer service (Selma) rectified this and they are sending a new set :)

I returned my item and after months still no refund they confirmed they received it, I retuned it as I received it it did not fit, customer service was very rude and clearly un helpful. Absolutely con!

I received a damaged product, but my issue was handled very quickly and professionally after I reported it. Tilly assisted me and immediately arranged for a replacement to be sent. I’m very happy with my purchase!

Easy going communication with georgia. She was kindly and helpful which was quite efficient. Best Support.

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