We want every order to reach you in the condition you reasonably expect. If merchandise arrives damaged, defective, incorrect, incomplete, or otherwise different from the product shown on your order, please contact customer support promptly and no later than 30 days after delivery. Reporting an issue within this period gives our team an opportunity to review the order, assess the condition of the merchandise, and determine an appropriate solution.
The replacement process does not provide product exchanges. When a replacement request is approved, the available resolution will depend on the circumstances of the order, the condition of the merchandise, current inventory, and the nature of the reported problem.
When reporting damaged or incorrect merchandise, customers should provide clear photographs that show the issue. Depending on the situation, photographs of the product, shipping container, packaging materials, shipping label, or other relevant details may be requested. Order information or additional documentation may also be needed before a replacement or refund can be approved.
Product Condition and Normal Variations
Manufactured merchandise may contain small differences resulting from the production process. Minor cosmetic variations do not necessarily indicate that an item is defective or damaged. Examples may include slight differences in paint application, finishing, placement of printed elements, positioning of decorative features, stickers, patterns, or other small visual details.
Because products are manufactured individually or in production batches, no two items may appear exactly identical. Minor differences that fall within normal manufacturing characteristics generally do not qualify for replacement. Requests based solely on these ordinary variations may therefore be declined.
Packaging and Shipping Materials
Packaging is intended to protect merchandise while products are stored, handled, transported, and delivered. During these stages, the outer packaging may develop minor marks or other signs of routine handling.
Small dents, scratches, creases, scuffs, or similar cosmetic imperfections on an exterior box or package do not automatically mean that the product itself is damaged. When evaluating a replacement request, the condition of the actual merchandise will generally be considered separately from ordinary wear that may have occurred to its packaging during transportation.
Randomized and Blind Products
Some merchandise is sold in blind boxes, mystery formats, chase collections, or other randomized configurations. These products are intentionally packaged so that the specific character, design, color, figure, or variant cannot be selected in advance.
If an eligible randomized product requires replacement, the replacement cannot be guaranteed to match the exact variant received in the original shipment. Replacement inventory is dependent on what is available at the time the request is processed. A replacement may therefore contain a different randomly selected version of the same product category.
Apparel and Sizing
Apparel generally cannot be exchanged or replaced simply because the customer later decides that another size would be preferred. Customers are responsible for reviewing the available size information and selecting the appropriate size before placing an order.
If the apparel delivered is different from the size shown on the original order, customers should contact support within 30 days of receiving the shipment. The order can then be reviewed to determine whether the situation qualifies for a replacement or another appropriate resolution.
A request based solely on a preference for a different size, when the correctly ordered size was delivered, does not qualify as a size exchange.
Undeliverable or Refused Packages
Customers are responsible for providing accurate delivery information and making reasonable arrangements to receive shipments. If a package is returned because an incorrect address was provided, delivery was refused, the recipient failed to accept the shipment, or another circumstance attributable to the customer prevented delivery, a restocking fee of up to 20 percent of the purchase price may apply.
When a carrier requires additional arrangements, customers may need to communicate directly with the carrier to determine whether another delivery attempt, package pickup, or other delivery option is available.
Additional transportation costs resulting from customer-requested address changes, delivery modifications, service upgrades, or similar arrangements may be the customer’s responsibility.
Replacement Inventory
Approved replacements are subject to product availability. While reasonable efforts may be made to provide a replacement for an eligible damaged or incorrect item, a replacement cannot always be supplied. Products may become unavailable because they are sold out, discontinued, no longer manufactured, or otherwise absent from current inventory.
When a suitable replacement cannot be provided, another resolution may be offered, which can include a refund where appropriate. The specific outcome will depend on the order, the reported issue, available inventory, and applicable requirements.
Review of Replacement Requests
Replacement and refund requests are evaluated after the reported issue has been reviewed. Clear photographs and accurate order information can help the review process move more efficiently.
A request may not qualify when the reported condition represents an ordinary manufacturing variation, when the merchandise does not meet the requirements for replacement, when the issue results from circumstances outside the applicable policy, or when another stated restriction applies.
If a replacement is approved, customers may receive specific instructions concerning the original merchandise. Depending on the circumstances, customers may be asked to return the item or may be instructed to keep or dispose of it. Merchandise should not be shipped back unless customer support specifically provides return instructions.
Contacting Customer Support
For assistance with damaged merchandise, incorrect products, defective items, delivery concerns, replacement requests, or questions about product availability, please contact customer support at loungeflyretailer@gmail.com.
When submitting a request, include the order information and a clear description of the problem. For damaged or incorrect merchandise, photographs showing the product and relevant packaging are recommended. Providing complete information at the beginning of the review can help the support team understand the circumstances and determine which resolution is available under this policy.