We want your Loungefly order to arrive safely and in the condition you expect. If an item arrives damaged, defective, incorrect, or otherwise differs from what you ordered, please contact our customer support team as soon as possible and within 30 days of receiving the shipment. Providing prompt notice allows us to review the issue and determine the appropriate resolution.
Loungefly does not provide product exchanges through the replacement process. When a replacement is approved, the resolution will depend on the circumstances of the order, the condition of the merchandise, and whether a suitable replacement is available.
For merchandise that arrives damaged or differs from the item originally ordered, please include clear photographs when contacting customer support. Images should show the condition of the product and, where relevant, the packaging, shipping box, labels, or other details that may help us understand the issue. Additional information about the order may also be requested before a replacement or refund is authorized.
Product Appearance and Manufacturing Variations
Manufactured products may occasionally have minor differences in appearance. Small variations that occur as part of the normal manufacturing process generally do not qualify as grounds for replacement. These may include minor cosmetic imperfections, subtle differences in positioning, variations in paint or finishing, or differences in the placement of stickers and similar details.
Such characteristics can naturally vary from one item to another and may not indicate that the product is damaged or defective. Replacement requests based solely on minor manufacturing differences may therefore not be approved.
Packaging Condition
Product packaging is designed to help protect merchandise during manufacturing, storage, transportation, and delivery. Because packaging can experience ordinary handling throughout this process, minor marks, dents, scratches, creases, or other superficial blemishes may occasionally occur.
Minor cosmetic damage to exterior packaging alone does not necessarily mean that the merchandise inside is considered damaged. Replacement eligibility will generally depend on the condition of the actual product rather than ordinary signs of handling that may appear on its packaging.
Blind Boxes and Randomized Products
Certain products, including blind boxes, mystery products, chase items, and other randomized merchandise, are distributed without guaranteeing a particular variant. The specific character, design, figure, or variation included in a shipment is determined randomly.
If an eligible blind or randomized product requires replacement, we cannot promise that the replacement will contain the same variant that was included in the original shipment. Replacement inventory is subject to availability and may contain a different randomly selected version of the product.
Apparel
Apparel is not eligible for size exchanges or size-based replacement when the customer received the size that was originally selected and ordered. Customers are responsible for reviewing the available sizing information and confirming their desired size before submitting an order.
If apparel arrives in a different size from the one shown on the original order, please contact customer support within the applicable 30-day period so that the order can be reviewed. Requests involving ordinary sizing preference after the correct size has been delivered do not qualify for an exchange.
Refused and Undeliverable Shipments
Customers should make reasonable efforts to receive their orders and ensure that shipping information is accurate when an order is submitted. Packages that are returned to us because of an incorrect address supplied by the purchaser, a refused delivery, failure to accept the package, or another issue attributable to the purchaser may be subject to a restocking charge of up to 20 percent of the purchase price.
If a carrier requires additional arrangements to complete delivery, customers should contact the carrier directly to determine whether another delivery attempt, pickup arrangement, or other available service can be scheduled. Loungefly is not responsible for additional transportation charges resulting from customer-requested delivery changes, address corrections, service upgrades, or similar modifications.
Replacement Availability
Replacement merchandise depends on current inventory. Although we will make reasonable efforts to provide an appropriate replacement when an eligible issue is confirmed, a replacement cannot be guaranteed when the original product is sold out, discontinued, unavailable, or otherwise no longer in inventory.
When a suitable replacement cannot be provided, we may issue a refund or offer another appropriate resolution. The available resolution will be determined based on the circumstances of the order, product availability, and applicable policies or legal requirements.
Refunds and Replacement Decisions
Approval of a replacement or refund is determined after the reported issue has been reviewed. Providing photographs and accurate order information can help us evaluate the request more efficiently. A replacement may be declined when the reported condition falls within ordinary manufacturing variation, when the merchandise does not meet the applicable requirements, or when another limitation described in this policy applies.
If a replacement is approved, customers may receive instructions regarding the return or disposal of the original item depending on the circumstances. Customers should not send merchandise back unless instructed to do so.
Customer Assistance
For questions concerning damaged merchandise, incorrect products, replacement availability, delivery problems, or other order-related concerns, please contact Loungefly customer support at loungeflyretailer@gmail.com. When contacting us, please provide your order details and clear photographs when the request concerns damaged or incorrect merchandise. Our support team will review the information and determine the applicable resolution according to this policy.