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

Did the item(s) you ordered arrive damaged or faulty? We're sorry! Please contact us first before returning the item(s). We'll then investigate your complaint.

Please email us 3 to 5 pictures to  service@zalando-lounge.co.uk providing clear evidence of the damage or fault and add a brief description of how the damage came about. Additionally, we need a picture of the whole article. If the damage concerns shoes, please also include a picture of the heels and outsoles.

Your email, including the photographs attached, shouldn't be bigger than 25 MB, otherwise it can't be delivered. Feel free to send us multiple emails if necessary. We recommend that you use the JPEG format for the images. Please note that we are unable to accept complaints for the following defects:

1. Wear and tear resulting from everyday use of the product, e.g. scuffed shoe tips.

2. Damage resulting from incorrect use of an item that wasn't described as waterproof. Condensation inside a watch, for instance, is no reason for a complaint.

3. Garments that have shrunk or been damaged after incorrect washing.

4. Damage to the heel of a shoe.

5. Damage due to incorrect or intense usage.

6. Excessive perspiration.

7. Loss or transfer of colours, i.e. when jeans bleed in the wash or colour white socks blue.

8. Lint or pilling.

9. Damage due to external factors, such as friction, sharp objects or chemicals.

10. Items that cause physical discomfort such as blisters.

11. Suitcases that were damaged during or after a trip. In this case, please contact your tour operator or their insurance.