We want every customer to receive merchandise that matches the order they placed and arrives in an acceptable condition. If an item is delivered damaged, defective, incorrect, or significantly different from the product ordered, customers should contact customer support as soon as reasonably possible and no later than 30 days after delivery. Reporting the issue within this period gives our team a better opportunity to review the order, shipment details, and condition of the merchandise.

When submitting a claim, customers should provide clear photographs showing the reported problem. Depending on the situation, photographs of the shipping carton, internal packing materials, product packaging, labels, barcodes, shipping information, or other relevant areas may also be requested. Order details or additional information may be needed to confirm the circumstances before a replacement, refund, or other resolution can be approved.

Every request is evaluated based on the specific circumstances of the transaction. When a replacement is approved, the purpose is generally to provide another eligible item rather than process a standard exchange. The resolution available may depend on the type of product, the condition in which it was received, the nature of the reported issue, available inventory, and any other applicable requirements.

Minor differences in appearance do not automatically indicate that merchandise is defective. Products can naturally show small variations resulting from manufacturing, printing, painting, stitching, finishing, or assembly processes. Differences may appear in areas such as artwork placement, colors, surface texture, decorative details, stickers, seams, alignment, or materials. Such variations may occur between individual products and do not necessarily affect functionality, intended use, or overall product quality.

Replacement requests based solely on minor cosmetic or manufacturing variations may therefore not qualify. When reviewing a claim, we may consider whether the reported condition represents genuine damage or a significant defect rather than a normal characteristic of the manufacturing process. The type, severity, and impact of the issue will be considered when determining whether an item meets the requirements for replacement.

The condition of external packaging may also vary as a result of manufacturing, storage, handling, transportation, or delivery. Minor dents, creases, scratches, scuffing, pressure marks, or similar superficial signs do not necessarily indicate that the merchandise inside has been damaged. When assessing a claim, the actual condition of the product may be considered separately from ordinary cosmetic wear affecting its packaging.

Randomized products, including blind boxes, mystery merchandise, chase items, and other products distributed through a random selection process, are subject to the terms of their respective formats. Unless a product description specifically states otherwise, customers cannot request or guarantee a particular character, color, design, figure, pattern, or other variation. Purchasing multiple units of the same randomized product may result in receiving either different versions or duplicate versions.

If an eligible randomized item is approved for replacement, the replacement may not contain the exact variant originally received. Replacement inventory can continue to be distributed through the same random process, and available stock may differ from the merchandise included in the original order. Consequently, an approved replacement may contain another version of the same product depending on current inventory and the applicable distribution method.

Clothing purchases require customers to review the available size information before completing checkout. Selecting the appropriate size is the customer’s responsibility. If the merchandise received matches the size selected when the order was placed but the customer later decides that a different size would be preferable, a replacement or size change will generally not be provided solely because the customer has changed their preference.

If an apparel item arrives in a size that does not match the size stated on the original order, customers should contact customer support within 30 days of delivery. The order information and merchandise can then be reviewed to determine whether the item is eligible for a replacement or another applicable resolution.

Customers should verify their shipping address and delivery information carefully before submitting an order. If a package is returned because an incorrect address was supplied, delivery was refused, the shipment was not collected, or another delivery problem occurred due to circumstances attributable to the purchaser, additional charges may apply. A returned shipment under these circumstances may be subject to a restocking fee of up to 20 percent of the merchandise purchase price.

When a carrier requires additional information or action to complete delivery, customers should work with the carrier whenever possible. Depending on the situation, this may include arranging another delivery attempt, collecting the package from a designated location, modifying delivery instructions, or selecting another service offered by the carrier. Fees resulting from customer-requested address changes, delivery modifications, service upgrades, or similar arrangements may be charged where applicable.

Replacement availability is dependent on current inventory. Even when an item has been determined to qualify for replacement, the exact product may no longer be available. Merchandise can sell out, become discontinued, or otherwise leave available inventory between the original purchase and the time a claim is reviewed. For this reason, approval of a replacement does not always guarantee that an identical item can be supplied.

If the original merchandise cannot be replaced, another appropriate remedy may be considered when available. Depending on the circumstances, this may include a refund or another resolution permitted under the applicable policy. The available outcome may depend on the product condition, the nature of the issue, order information, current stock, and any applicable legal or contractual requirements.

Claims for replacements, refunds, or other remedies are subject to review. Providing accurate order information and clear supporting photographs can help the review process proceed more efficiently. A request may not qualify when the reported condition is considered a normal production variation, falls outside the applicable eligibility period, results from circumstances not covered by this policy, or is otherwise subject to an applicable exclusion.

When a replacement has been approved, customers may receive specific instructions concerning the original item. Depending on the situation, customer support may request that the merchandise be returned, that additional information or documentation be provided, or that the item be handled or disposed of according to specific instructions. Customers should not send merchandise back on their own unless support has first provided instructions for doing so.

Customers are encouraged to retain order information and, where practical, keep the original packaging until a reported issue has been reviewed. Packaging can be useful when investigating transportation damage, incorrect shipments, delivery concerns, or other fulfillment problems. Keeping the relevant materials available may help provide a clearer understanding of the condition in which the merchandise was received.

For assistance with damaged products, defective merchandise, incorrect orders, delivery concerns, or questions about replacement eligibility, customers may contact loungeflyretailer@gmail.com. Requests involving damaged or incorrect merchandise should include the relevant order information and clear photographs when possible. Customer support will review the submitted details and determine the appropriate available resolution based on the circumstances of the order, the condition of the merchandise, current inventory, and the terms applicable to the request.