Customer Service Policy

At Loungeflyusstore.com (Pop Culture Fashion & Accessories | Loungefly Styles), we are dedicated to providing professional and considerate customer service throughout your shopping journey. This policy details our service commitments and operational guidelines to ensure you enjoy a smooth experience when purchasing pop culture backpacks, accessories, apparel, and other curated items.

1. Contact Information

For any inquiries about products (e.g., embroidery details, print clarity), orders, shipping, returns, or after-sales issues, please reach out to our customer service team via the following channel:

Official Email: [email protected]

We strive to respond to all emails within 24-48 business hours. To handle your request efficiently, please include your order number (if applicable), product name with pop culture theme (e.g., “Disney Mickey Embroidery Backpack”), and detailed description of your issue. For quality-related concerns (such as loose stitching or faulty hardware), attaching clear photos/videos will help accelerate verification.

2. Order Processing

  • Order Confirmation: Immediately after your purchase, you will receive an automated confirmation email containing your order number, product details (including theme, style, and quantity), total amount (settled in USD), and shipping address. Please review the information promptly—if there are discrepancies (e.g., wrong pop culture theme, incorrect size), contact us immediately for correction.
  • Order Modification/Cancellation: We process orders quickly to ensure timely delivery. If you need to modify (e.g., change backpack style, adjust accessory quantity) or cancel your order, please contact us within 1 hour of placing it. Orders that have entered the packing or shipping stage cannot be modified or canceled.
  • Stock Availability: All products on the website are updated in real time. In rare cases of unexpected stock shortages (e.g., limited-edition franchise accessories), we will notify you via email within 1-2 business days and offer two options: wait for restocking (with estimated timeline provided) or apply for a full refund.

3. Shipping & Delivery Service

  • Free Shipping Benefit: We offer free shipping for all orders, with no minimum purchase requirement. Whether you buy a single keychain or a bundle of backpacks and apparel, you bear no delivery costs.
  • Processing & Delivery Time: Orders are packed with protective materials (to safeguard embroidery, prints, and hardware) and shipped within 1-3 business days after payment confirmation. Estimated delivery time is 6-12 days from shipment. Actual delivery may be slightly delayed due to remote destinations, logistics peak periods, or customs clearance (for international orders).
  • Shipping Notification & Tracking: Once shipped, we will send a confirmation email with a tracking number and platform link. You can use the tracking number to check real-time status (e.g., in transit, out for delivery) and anticipate when your pop culture essentials will arrive.

4. Return & Refund Service

4.1 Return Eligibility

To ensure fairness, returns must meet the following criteria (tailored to our accessory and apparel characteristics):

  • Return request initiated within 60 days of delivery;
  • Product is unused, unworn, and in original condition—including intact packaging (dust bags, boxes), tags, and all accessories (detachable charms, straps, etc.);
  • No man-made damage (e.g., scratched hardware, torn embroidery, faded prints) or stains;
  • Customized items are non-returnable unless defective due to production.

4.2 Return & Refund Process

  1. Initiate Request: Email our team with your order number, product name/theme, return reason, and photos/videos of the product/packaging.
  2. Review & Approval: We review requests within 24-48 hours. Approved requests receive an email with a return address, packaging guidelines (to protect delicate details), and a reference number.
  3. Ship Back: Pack securely per guidelines, mark the reference number on the package, and ship to the provided address. Keep the shipping receipt and tracking number.
  4. Inspection & Refund: We inspect returned items within 3-5 business days. Eligible items trigger immediate refund processing.

4.3 Refund Details

  • Processing Time: Refunds are processed within 5-10 business days after inspection. The time for funds to reflect in your account depends on your payment method and bank processing.
  • Method & Currency: Refunds are issued in USD to the original payment method. No third-party or alternative refunds are supported.
  • Return Shipping Cost: We cover costs for returns due to quality defects (e.g., faulty zippers, misaligned prints) or our errors (wrong product/theme). Customers bear costs for personal reasons (change of mind, size mismatch).

5. Quality Assurance & After-Sales Support

All our products undergo strict pre-shipment inspections, focusing on embroidery sturdiness, print alignment, hardware functionality (zippers, buckles), and fabric durability. If you receive a defective item (e.g., loose threads, broken hardware) or transit-damaged product, contact us within 7 days of delivery with photos/videos of the issue and packaging. After verification, we offer:

  • Free Replacement: A new product of the same style/theme, with all shipping/return costs covered;
  • Full Refund: Immediate refund, with the option to keep the defective item (we may request return for quality improvement, covering return shipping).

6. Other Notes

  • Force Majeure: We are not liable for delays caused by natural disasters, logistics strikes, or public health events, but will notify you promptly and assist with follow-up.
  • Policy Updates: We reserve the right to update this policy. Major changes will be posted on this page and notified via email.