Frequently asked questions

Return

  • How does the return process work?

    Do you want to return a product? First, check if you are still in the 14 days. You can enter a return request on our website. You will receive a personal return number and instructions in 24 hours on working days. After you requested and received your personal return number, pack the return products in their original packaging to avoid creasing or damaging.

    Send your package to:
    Lodger concerning Returns
    Kattegat 6A
    3446 CL Woerden
    The Netherlands

    You pay for returning items yourself (approx. €7,- to €10,-). The amount to be refunded will be refunded through the same method of payment as chosen when paying. All payments including shipping will be refunded if you return all of the products.

    IMPORTANT: Please keep the shipping receipt you receive when you return the items until you received the full amount of money for the returned items. Without the receipt we cannot refund products when they get lost in the mail.

    When your return has been delivered, you will receive a confirmation. Your return will be processed by sending you a new product or refund your money. 

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  • How long do I have to request a return?

    You can request a return within 14 days after receiving your products. After 14 days we cannot accept return request anymore. When you received your personal return number and instructions, you will have again 14 days to ship your product. Always save your proof of shipment, because there is always the possibility of delays.

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  • Do I need to pay for my return?

    You'll need to pay yourself for the costs of returning an product at Lodger. Did we, by our mistake, send you a damaged or wrong product, we will of course refund the return costs. It is also possible to hand off the return at our head quarters in Woerden, The Netherlands.

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  • Do I receive a confirmation when the return has been delivered?

    Yes, you will receive a confirmation when the return has been received in our warehouse.

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  • Do I need to save my proof of shipment?

    Yes, this is your responsibility. Sometimes it is possible that your return is delayed or get missing. If you do not have proof of shipment we cannot take our responsibility of this loss. If you have your proof of shipment we will take our responsibility when your return gets missing.

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  • Why is my return not yet processed?

    If your return is delivered, you will get a confirmation. It will take approxximately 7 working days before your return has been succesfully processed. This can either by refunding your money or when we have reached out to you. If you have not heard anything in these 7 working days, please, contact our customer service.

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  • What do I do when my return is not refunded yet?

    When your return is delivered at our warehouse it might take 7 working days before you will get your refund. Pay attention: your money will be refunded the same way as your order has been paid.

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  • I returned an item and it was incorrectly refunded or replaced

    We are very sorry if we have made a mistake.It is a possibility that the item you wanted is out of stock if you have received a refund.

    If we have sent you the wrong replacement products, please, contact our customer service via contact form. We make sure you will get the right product.

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Exchange

  • Can I exchange my products?

    We provide a service to exchange your product for free once, when you have ordered a wrong size or color. Items can be exchanged in two different ways:

    1. Fastest option: you request a voucher for free delivery and immediately you can place a new order in our Web shop.
    2. Second option: you will let us know that you wish to exchange the products. Below you can fill in the product you wish to receive in another size or color. We will ship the new product as soon as the return has arrived in our warehouse.

    When you wish to receive a totally new product, you can order this in our online store. Please, pay attention: the products may have a price difference. Lodger products which are not purchased in our shop but in a physical store or another online store cannot be returned through our online store.

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  • I am not satisfied about a product, what should I do?

    We want to have satisfied customers, because we offer quality products. When you are not satisfied you have the right to change your mind in 14 days. The 14 days are counting the day you have received your package. You will have 14 days to return the package when:
    - the product is complete; and
    - it is in original state with price tag in original packaging; and
    - not weared and washed yet.

    For any loss that occurs because you use the product in a different way than you would do in a store we may hold you accountable.

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  • I have received a damaged product, what can I do?

    We produce and wrap our products with the greatest care. Unfortunately, it can happen that you have received a damaged product.

    Did you receive a damaged product? We would like to receive a picture and order details in 5 working days after you received the product. We cannot take responsibility when your received a damaged product and you have used it. Always check your products before using.

    Did you already use the product but it has a malfunction and warranty is still valid? Please, send us a picture and order details as well. We will check the warranty.

    Pictures and order details can be sent to customerservice@lodger.com

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  • Can I return products which I bought in another shop?

    You can only return products which are purchased at our webshop (www.lodger.com). You always need a proof of payment for returning your products. We cannot accept returns from other shops and we do not take responsibility either. The shops are the owners of the product and they have their own return policy.

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  • When can I expect my refund?

    Lodger refunds money in at least 7 working days after your return has been processed. How do we refund the money?
    - Did you pay with iDeal? We will refund the money on your bank account
    - Dit you pay with Credit Card? We will refund the money on your Creditcard. Did you not return the whole order? we will refund the money on the bank account, which you have filled in.
    - Did you pay with Klarna? We will refund the money with your invoice of Klarna. You will receive a new invoice.
    - Did you pay with Paypal? We will refund the money back to your Paypal account.
    - Did you pay with Sofort Banking? We will refunt the money back to you Sofort account.

    If you return a part of your order with discounts and the remaining part does not meet the discount criteria anymore, Lodger will recalculate the discount with the refund.

    When you return your whole order, you will get your purchase amount and initial shipping costs refunded.

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More questions?

Our customer service is available daily from 8:30am - 5:00p. Call: +31(0)348-407172 or send an email: customerservice@lodger.com


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