Customer Service Policy

Customer Service Policy - Loungefny

At Loungefny, we’re not just selling officially licensed pop culture gear—we’re here to support the fandom community every step of the way. Our Customer Service Policy is designed to ensure a smooth, transparent, and fan-friendly experience, whether you have questions about an order, need help with a return, or want to share feedback about your favorite backpack, wallet, apparel, or accessory. We’re committed to resolving your concerns with care, speed, and the same passion we bring to curating our collection.

1. How to Reach Us

We offer multiple ways to connect with our customer service team, so you can choose what works best for you:
  • Email Support: Our primary channel for detailed inquiries—reach us at [email protected]. We aim to respond to all emails within 24-48 business hours (Monday-Friday, excluding major U.S. holidays). For faster assistance, include your order number (if applicable) and a clear description of your request (e.g., “Order #12345 – Missing Backpack Strap” or “Question About Marvel Wallet Sizing”).
  • Order Status Updates: For quick checks on shipping, delivery, or order processing, you can also reference the automated “Order Confirmation” or “Shipping Update” emails sent to your inbox when you place or ship an order. These emails include tracking links and key details about your purchase.

2. Order Support

We’re here to help with every stage of your order, from placement to delivery:
  • Order Modifications/Cancellations: If you need to change your shipping address, update item quantities, or cancel an order, contact us within 24 hours of placing the order at [email protected]. Once an order has been processed (marked as “Fulfilled” in your account) or shipped, modifications or cancellations may no longer be possible—we’ll work with you to find an alternative solution (e.g., returns, exchanges) if this happens.
  • Missing or Incorrect Items: If your order arrives with missing items, the wrong product (e.g., a DC Comics wallet instead of a Star Wars wallet), or items that don’t match your order confirmation, email us within 7 days of delivery with:
    • Your order number
    • Photos of the items received (and packaging, if damaged)
    • A copy of your order confirmation
We’ll verify the issue and send a replacement for missing/incorrect items free of charge, or process a full refund if the item is out of stock.
  • Shipping Delays: Most orders ship within 1-3 business days and include tracking. If your order is delayed beyond the estimated delivery window (e.g., a backpack takes longer than 5-7 business days for domestic shipping), check the tracking link first—carriers may experience delays due to weather, holidays, or high volume. If tracking shows no progress for 3+ days, contact us at [email protected], and we’ll investigate with the carrier and update you promptly.

3. Returns & Exchanges

We want you to love your Loungefny gear as much as we do. If a product isn’t the right fit (literally or figuratively), here’s how our return/exchange process works:
  • Eligibility: Items must be returned within 30 days of delivery and meet these criteria:
    • Unused, unworn, and in their original packaging (e.g., tags attached to apparel, backpacks in original dust bags, wallets with all inserts intact).
    • Free of damage, stains, or modifications (e.g., no custom patches added to a hoodie, no scratches on a wallet).
    • Officially purchased through Loungefny.com (we cannot process returns for items bought from third-party retailers).
  • Return Process:
    1. Email [email protected] with your order number and reason for return (e.g., “Too Small – Stranger Things Hoodie”).
    1. We’ll send a pre-paid return label (for domestic orders) and step-by-step instructions for packaging and shipping. For international orders, we’ll provide return guidelines, and you may be responsible for return shipping costs (we’ll confirm this in our response).
    1. Once we receive and inspect the returned item (typically 3-5 business days after delivery to our warehouse), we’ll process your refund or exchange:
      • Refunds: Issued to your original payment method (credit card, PayPal, etc.) within 5-7 business days. Refunds include the full purchase price of the item; original shipping costs are non-refundable unless the return is due to our error (e.g., wrong item sent).
      • Exchanges: If you want to swap for a different size, design, or product (e.g., trade a Harry Potter backpack for a Lord of the Rings one), we’ll ship the new item once we confirm the returned item is eligible—no extra shipping fees for exchanges.
  • Exceptions: Custom or limited-edition items (marked “Final Sale” on the product page) are non-returnable and non-exchangeable, unless they arrive damaged or defective.

4. Damaged or Defective Products

We take pride in the quality of our officially licensed gear, but if a product arrives damaged (e.g., a torn backpack strap, a faulty wallet zipper) or defective (e.g., a print that peels off after one wear), we’ll make it right:
    • Your order number
    • Clear photos of the damage/defect (e.g., close-up of a broken zipper, photo of peeling print)
    • A description of how the issue occurred (e.g., “Wallet zipper broke on first use” or “Backpack strap tore during initial wear”)
  • We’ll review your claim and offer a free replacement (if the item is in stock) or a full refund (including original shipping costs) at no cost to you. We may ask for the damaged item to be returned (with a pre-paid label) for quality inspection, but this is not required in most cases.

5. Sizing & Product Questions

We know finding the right fit for apparel or the right size for a backpack/wallet is key—especially when shopping for pop culture gear you’ll use every day. If you have questions about sizing, materials, or product details (e.g., “Is the Star Wars Backpack big enough for a laptop?” or “Does the Disney Hoodie run small?”):
  • Check the product description page first—we include detailed sizing charts (for apparel), dimensions (for backpacks/wallets), and material info (e.g., “100% cotton hoodie” or “water-resistant backpack fabric”) to help you decide.
  • If you need more clarity, email [email protected] with your question—our team includes fellow fans who know our products inside out, and we’ll share honest, specific answers (e.g., “The Marvel Wallet fits 6 credit cards and a passport” or “The Stranger Things Hoodie runs true to size for men’s small”).

6. Feedback & Concerns

Your opinion matters to us—it helps us improve our products and service for the entire fandom community. Whether you have a positive experience to share (e.g., “Loved my Avatar Backpack!”) or a concern you’d like addressed (e.g., “Slow response to my first email”), you can reach out to [email protected]. We review all feedback and use it to refine our collection, streamline our processes, and ensure we’re meeting the needs of fans like you.

7. Accessibility Commitment

Loungefny is dedicated to making our customer service accessible to all fans. If you need assistance in a different format (e.g., larger text, alternative communication methods) or have specific accessibility needs, please note this in your email to [email protected], and we’ll accommodate your request to the best of our ability.
At Loungefny, we’re part of the fandom too—we get how exciting it is to unbox a new pop culture backpack or wallet, and we want to make sure that excitement isn’t overshadowed by service issues. If you ever need help, remember: we’re just an email away at [email protected]. Thank you for being part of our community!