RETURN & EXCHANGE POLICY

Last Updated: April 2026

OUR PROMISE

We're confident you'll love your purchase. If something isn't right, we've got you covered. You have 14 days to return items for a refund, and exchanges are free anytime within 30 days. No questions asked.

RETURN WINDOW

You have 14 calendar days from the day your order arrives to request a return. Items must be in original, unworn condition with tags still attached. We measure the 14 days from delivery date, not order date.

For example, if your order arrives on April 10th, you can request a return until April 24th.

WHAT YOU CAN RETURN

You can return any GRACIE, NINI, or EDITH set as long as it's unworn and unwashed with the original tags still attached. Items should be in their original packaging if possible. We accept returns for any reason within the 14-day window.

We cannot accept returns on items that have been worn, washed, or damaged. We also can't accept returns on final sale items (these are marked as final sale at checkout) or items returned after the 14-day window has closed. Items without original tags cannot be returned.

HOW TO RETURN

The process is straightforward. First, email us at hello@loungeinoge.com with your order number and tell us which items you want to return. Let us know if you want a refund or an exchange, and include your preferred size or color if you're exchanging.

We'll send you a prepaid return label within 2 business hours. You don't pay anything for shipping back to us. Pack your items securely, making sure the original tags are still attached, and include any original packaging if you have it. Attach our return label and drop off your package at any DHL location or local courier pickup point.

Once we receive your return, we'll inspect it to verify the condition, check that tags are attached, and confirm all pieces are included. This usually takes 2-3 business days. After we verify everything, we process your refund within 7 business days. The refund goes to your original payment method, and then allow 3-5 additional business days for your bank to process it.

So from the time you ship back to when the money is in your account, expect about 10-12 business days, or roughly 2-3 weeks.

EXCHANGES

If you need a different size or color, exchanges are free and easy. You can exchange within 30 days of delivery. Email us with your order number and let us know which item you want and what size or color you'd like instead. We'll send you a prepaid return label, you ship back the original item, and once we receive and verify it, we'll ship out your new size or color. We cover all shipping costs for both directions.

REFUND AMOUNTS

You'll receive a full refund for the exact price you paid. If you used a promo code or got a discount, the refund is for the discounted price you actually paid, not the full retail price. We cover the return shipping cost, so you don't lose money on that either.

DAMAGED OR DEFECTIVE ITEMS

If your item arrives damaged or has a manufacturing defect, contact us within 48 hours of delivery with photos. We'll assess the damage and provide a solution, which is usually a replacement or full refund at no cost to you. We cover all shipping costs for replacements.

LOST IN TRANSIT

If your return shipment is lost on the way back to us, we have insurance to cover it. Provide us with the tracking information and we'll investigate. If the loss is confirmed, we'll issue your refund or send a replacement.

FINAL SALE ITEMS

Some items may be marked as "Final Sale" during clearance events or special promotions. Final sale items cannot be returned or exchanged under any circumstances. This will be clearly marked at checkout before you complete your purchase, so you know which items have this restriction.

CONDITION INSPECTION

When we receive your return, we check several things. We verify that original tags are still attached and the item has never been worn. We look for any damage, stains, or discoloration. We make sure there are no odors like smoke or perfume. For multi-piece sets, we confirm all pieces are included. If your return doesn't meet these conditions, we'll contact you. You can choose to pay return shipping to get your item back, or we can safely dispose of it.

SPECIAL CIRCUMSTANCES

Pre-order items work the same way as regular orders. They can be returned within 14 days of delivery under the same conditions as any other item.

If you received a gift, you can still exchange it for a different size or color free of charge. For refunds on gifts, we issue store credit in the amount that was paid, which protects the gift-giver's privacy and anonymity.

Corporate or bulk orders of five or more sets have different return terms. If you're making a large order, contact us at hello@loungeinoge.com to discuss the specific return policy for your situation.

TIMELINE AT A GLANCE

You have 14 calendar days from delivery to initiate a return. Once you contact us, we send you a return label within 2 business hours. You ship your item back whenever you're ready (we cover the cost). Once we receive it, we spend 2-3 business days inspecting and verifying the condition. Then we process your refund within 7 business days. After that, your bank takes 3-5 business days to deposit the money. So the total from shipping back to having money in your account is usually 10-12 business days, or around 2-3 weeks.