Frequently asked questions

Return

  • How does the return process work?

     

    Do you want to return a product? First check whether your return meets the return conditions and the 14-day term of the right of withdrawal. Then submit your return request here. You will receive a return number from us within 48 hours.

    Pack the items to be returned in the original shipping bag, shipping box, or other sturdy packing box. This is to prevent wrinkling or damage to items. Add the return number to the shipment, without a return number we cannot process your return. Returning your order is at your own expense.

    Return to:
    Lodger concerning Returns
    Kattegat 6A
    3446 CL Woerden
    The Netherlands

    IMPORTANT: keep the shipping receipt that you receive when you return the items, until you have received the total amount of the returned items. Without proof of shipping, items that have not arrived will not be reimbursed.

    When we receive your returned product(s), you will receive a confirmation by e-mail. Your return will then be processed, this can be by sending a replacement product or we refund the amount. The amount to be refunded will be executed via the same payment method as chosen when paying. All payments made, including shipping costs, will be refunded or settled on the invoice of the new digital invoice or collection, if you return all items.

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  • What are the return conditions?

    When you receive a Lodger product, you can view, criticize and/or try it on as you would do in a physical store. Of course we hope you are satisfied with your purchase. In case you are not satisfied, you can return your order under these conditions:

    • You return your product within the 14 days right of withdrawal.
    • You purchased your product on www.lodger.com.
    • The product is in original condition, is packed in the original packaging and has all labels attached when applicable.
    • The product is unused.

    When returning a product to Lodger, you must follow these guidelines:

    • Pack the items to be returned in the original shipping bag, shipping box, or other sturdy packing box. This is to prevent wrinkling or damage to items.
    • Your return is provided with the return number that you have requested. No return number yet? Submit your return request here.
    • As the shipper, you are responsible for the shipment until it has been received by Lodger. We therefore advise you to send your product(s) insured and to keep the shipping receipt.

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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 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. Ship your return (see here the return procedure). 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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  • What should I do in the event of transport damage?

    Unfortunately, it can happen that your order is damaged during shipping or delivery.

    In case of transport damage, follow these steps so when can help you as soon as possible.

    • If there is damage visible on the outside when delivering your order, please refuse the package and contact us via customerservice@lodger.com.

    • If you accepted the package and you notice transport damage, please contact us as soon as possible (within 48 hours at the latest) via customerservice@lodger.com. Include your order details and send photos of the damage. Make sure that the photos clearly show the condition in which the package was delivered to you and the damage incurred.

    After your report of the damage, you will receive further instructions by phone or email. In most cases, transport damage can be resolved within a few days when reported promptly and appropriate action is taken.

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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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