Loungefly US Malls Customer Service Policy
At Loungefly US Malls, your satisfaction is the foundation of our service. We are committed to providing transparent, efficient, and caring support for every step of your shopping journey—from browsing to post-purchase. Below is our comprehensive customer service policy to ensure you have a seamless experience.
1. Service Commitment
We strive to respond to all customer inquiries within 24-48 business hours (excluding weekends and holidays). Our support team is dedicated to resolving issues fairly, addressing concerns promptly, and ensuring you feel valued as part of the Loungefly US Malls community.
2. Return & Exchange Policy
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Eligibility: Items can be returned or exchanged within 30 days of delivery if they are unused, in their original packaging, and in resalable condition (no stains, damages, or missing parts). Customized or personalized items are non-returnable unless defective.
- Contact our support team at [email protected] with your order number, product details, and reason for return/exchange.
- We will provide a return authorization (RA) number and shipping instructions.
- Return shipping costs are the responsibility of the customer, unless the item is defective or we shipped the wrong product (in which case we cover return and replacement shipping).
- Refunds will be processed within 5-7 business days of receiving your returned item, credited to your original payment method.
- Exchanges will be shipped once the returned item is inspected and approved (typically 3-5 business days after receipt).
3. Order Support
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Order Tracking: Once your order ships, you will receive a confirmation email with a tracking number to monitor delivery status.
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Order Modifications/Cancellations: To modify or cancel an order, please contact us within 12 hours of placing it. We cannot guarantee changes or cancellations after this window, as orders are processed quickly for timely delivery.
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Missing or Damaged Items: If your order arrives missing, damaged, or incorrect, please notify us within 48 hours of delivery with photos of the package and item(s). We will arrange a replacement or refund at no additional cost.
4. Product Quality & Warranty
All our backpacks, wallets, apparel, and accessories are crafted with quality materials and undergo strict inspection. We offer a 90-day warranty against manufacturing defects (e.g., faulty stitching, broken zippers). If you encounter a defect within this period, contact us with details and photos, and we will repair, replace, or refund the item.
5. Privacy Protection
We respect your privacy. Any personal information (name, contact details, payment data) provided to our customer service team is used solely to resolve your inquiry or process your order. We will never share your information with third parties without your consent (see our full Privacy Policy for details).
6. Feedback & Suggestions
We welcome your feedback—whether positive or constructive! Your input helps us improve our products and services. Feel free to reach out to
[email protected] with suggestions, comments, or questions.
Thank you for trusting Loungefly US Malls. We are here to support you every step of the way—because great style deserves great service.
The Loungefly US Malls Customer Service Team
