Loungefln Customer Service Policy

At Loungefln, we’re committed to supporting you not just when you purchase our backpacks, wallets, apparel, or accessories—but long after these essentials become part of your daily routine. This Customer Service Policy outlines how we’ll assist you, ensuring your experience with our products and team is as smooth, comfortable, and reliable as the items you love.

1. Product & Order Inquiries

Whether you need help choosing the right backpack size, verifying wallet features, or checking order status, our team is here to answer questions and guide you:

  • Product Questions: For details like “Will this backpack fit a 16-inch laptop?” “Is the wallet leather vegan?” or “How do I care for this linen-blend jacket?”, reach out anytime. We can also share tips (e.g., cleaning canvas backpacks, storing leather wallets to prevent scratches) to help you get the most out of your purchase.
  • Order Inquiries: After placing an order, you’ll receive a confirmation email within 1 hour (check your spam folder if missing). If you need to update your shipping address, change an item (e.g., swap a small wallet for a medium one), or cancel an order, contact us immediately at [email protected]—we process orders within 24 business hours, so changes are only guaranteed if requested before your order ships.
  • Stock Checks: If a product is marked “Out of Stock” (e.g., a popular crossbody backpack or neutral hoodie), email us to ask about restock timelines. We’ll share the latest updates and can even notify you when the item is back in stock—no need to keep checking the site.

2. Shipping & Delivery Support

We want your Loungefln essentials to arrive safely and on time, whether you’re ordering a backpack for school or a gift for a friend. Here’s how we assist with shipping-related needs:

  • Tracking Your Order: Once your order ships, you’ll get a shipping confirmation email with a tracking link (provided by carriers like UPS, USPS, or DHL). Use this link to monitor delivery status and estimated arrival date—perfect for planning when you’ll get your new backpack or jacket.
  • Delayed or Missing Packages: If your package is delayed beyond the estimated delivery date, or marked “Delivered” but not received:
  1. First, check with neighbors, building management, or your local post office—carriers often leave packages in secure drop-off spots (e.g., lobby lockers, front porches).
  2. If you still can’t locate it, email [email protected] with your order number and tracking ID. We’ll work with the carrier to investigate and resolve the issue—this may include reshipping your item (e.g., a lost keychain or scrunchie set) or issuing a refund if the package is confirmed lost.
  • Damaged During Shipping: If your product arrives with defects from transit (e.g., a torn backpack strap, a bent wallet closure, or a stained tee), contact us within 7 days of delivery:
  • Include your order number, photos of the damaged product and packaging, and a description of the issue.
  • We’ll send a replacement for the damaged item (free of charge) or process a full refund—whichever you prefer. We may ask you to return the damaged item (we’ll provide a pre-paid label) to help us improve our packaging for fragile items like leather goods.

3. Returns & Exchanges

We understand that sometimes a product may not fit or match your style (e.g., the backpack is too big for your commute, the jacket color is lighter than expected). Our return/exchange policy is designed to be flexible and hassle-free:

  • Eligibility: Items must be returned within 30 days of delivery, in their original condition (unused, unwashed, with all tags, packaging, and accessories included). Final-sale items (marked “Final Sale” on the product page, often including clearance apparel or limited-edition bag charms) are non-returnable.
  • For apparel: Ensure no signs of wear (e.g., no makeup stains on collars, no stretched-out waistbands on hoodies) and all tags are attached.
  • For accessories: Wallet boxes, backpack dust bags, or scrunchie packaging must be intact—this helps us resell returned items to other customers.
  • How to Initiate a Return/Exchange:
  1. Email [email protected] with your order number, the product name/SKU (e.g., “Loungefln Canvas Laptop Backpack, SKU: LFB-16”), and reason for return/exchange (e.g., “wrong size,” “changed mind”).
  2. We’ll respond with a pre-paid return label and step-by-step instructions. For delicate items (e.g., leather wallets), we’ll include packing tips (e.g., using tissue paper to protect the surface) to avoid damage in transit.
  3. Pack the item securely and ship it back—once we receive and inspect it (3–5 business days after delivery to our warehouse), we’ll process your refund or send the exchanged item.
  • Exchange Notes: If you’re exchanging for a different size/color (e.g., swapping a black hoodie for a gray one, or a small backpack for a mini crossbody), we’ll ship the new item for free once we receive your returned product. If the new item costs more, we’ll send an invoice for the difference; if it costs less, we’ll refund the balance.

4. Product Care & Warranty Support

Many Loungefln products come with a manufacturer’s warranty to protect against defects—because we want your essentials to last. Here’s how we support you with warranty claims and care guidance:

  • Warranty Details:
  • Backpacks & Wallets: 1-year warranty against manufacturing defects (e.g., broken zippers on backpacks, peeling leather on wallets).
  • Apparel: 6-month warranty against stitching issues or fabric defects (e.g., a seam coming loose on a jacket, a hole in a tee that wasn’t caused by wear).
  • Accessories: 3-month warranty for items like keychains (e.g., a charm falling off) or scrunchies (e.g., elastic breaking prematurely).
  • Filing a Warranty Claim: To submit a claim, email [email protected] with:
  • Your order number and proof of purchase.
  • Photos/videos of the defect (e.g., a video of a backpack zipper getting stuck, a photo of a wallet’s stitching unraveling).
  • A description of how you used the product (to confirm it’s a defect, not damage from misuse—e.g., overstuffing a backpack beyond its capacity).
  • We’ll review your claim within 3 business days and, if approved, send a replacement or repair the item (per warranty terms).
  • Care Guidance: Need help maintaining your products? We’re happy to share tips—like how to spot-clean a canvas backpack, condition leather wallets to keep them soft, or wash linen-blend apparel without shrinking. Just ask!

5. How to Contact Us

Our customer service team is available to assist you Monday–Friday, 9 AM–5 PM EST. We prioritize quick, friendly responses—no automated bots, just real people who know our products:

  • Email: [email protected] (we respond to all inquiries within 24 business hours—weekend inquiries are answered on Monday).
  • Follow-Up: If you don’t receive a response within 24 hours, check your spam folder—add [email protected] to your contacts to ensure our emails reach you.

6. Your Feedback Matters

We’re always looking to improve our products and service. If you have suggestions (e.g., “I wish the backpack had a water bottle pocket on both sides”) or feedback about your customer service experience, please share it with us. Your input helps us create better essentials and support for your everyday life.

At Loungefln, we’re more than a brand—we’re here to make your days easier, more comfortable, and more stylish. Thank you for choosing us, and we look forward to supporting you with the essentials you love.