FAQ Home - Orders


I'm not satisfied with an ordered item and would like to submit a complaint. How should I proceed?

We're very sorry if your item is damaged or defective. You can make a claim for the item by clicking the button below. Please ...Read more

How exactly does the ordering process work?

Browse our offers and pick your favourite products. Once you've placed an item in your shopping bag, you have 20 minutes before it expires. ...Read more

Unfortunately I have ordered a wrong article (size, colour). Is it possible to exchange or re-order goods?

Lounge by Zalando doesn't offer a set assortment. Instead, we order the items straight from our suppliers after the promotion ends. Which is why ...Read more

I would like to order an article which is "temporarily reserved/sold out". What does this mean?

If an item is temporarily reserved, that means that another Lounge by Zalando member has placed it in their shopping bag. Their shopping bag ...Read more

How can I be sure that my order has been successfully placed?

Shortly after you've completed your order, you'll receive a confirmation email containing your order number. But, of course, you can always track the status ...Read more

How do I cancel an order or an item?

Have you ordered the wrong item or changed your mind? As long as your order has yet to be packed in our warehouse, you ...Read more

My order has been already placed but I would like to add one more item. Is this possible?

Due to technical reasons, we cannot change your order once you've finalised it. If something is wrong or missing, you can cancel your order ...Read more

What is the warranty period for articles purchased at Lounge by Zalando?

A two-year statutory warranty applies for all items you order from us. This two-year period starts on the day you receive your order. Click here ...Read more

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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.