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To reach out to our customer support team, please email us at info@shopcollectionlounge.com
Please note that we do not accept returns. We encourage you to carefully review product details and ask any questions you may have before making a purchase.
Collection Lounge products are collectible items that cannot be restocked or resold. Please note that slight irregularities in Loungefly products are common. Irregularities include but are not limited to revealed stitching, upside-down logo plates, paint not aligning with patterns, dimples in faux leather, etc. An exchange or refund will not be made for these irregularities.
Your satisfaction is important to us, and we appreciate your understanding of our return policy. If you have any inquiries or concerns, feel free to contact our customer support team for assistance.
Our Incomplete Orders/Missing Items Policy is designed to address and rectify orders that arrive with missing items or components. If such a situation occurs, Collection Lounge will process a replacement for the affected items. The Incomplete or Missing Item Claim Window is set at 10 days, with the claim window for missing items starting from the date the order was marked as delivered.
Additional conditions apply to items lost or damaged in transit. To submit a claim, proof of purchase is required, and photo and/or video evidence may be necessary. Issuance of replacement orders will be held until Collection Lounge is able to confirm that the order was sent out with missing items or components.
This policy does not extend to items lost or damaged during transit. Package / Shipping protection is offered via Onward VIP Protection+. Please see our Onward VIP Protection Policy for more information.
At Collection Lounge, we strive to provide excellent customer service and resolve any issues that may arise. This policy outlines our guidelines and procedures regarding chargebacks initiated by customers. By making a purchase, you acknowledge and agree to the following provisions:
Contact Customer Support First:
If you encounter any issues with your purchase, we strongly encourage you to contact our customer support team first.
Our customer support representatives are dedicated to resolving any concerns or disputes in a timely and efficient manner.
We believe that open communication and collaboration can often lead to a satisfactory resolution without the need for a chargeback.
Chargeback Fees:
In the event that a chargeback is initiated without prior contact with our customer support team or is deemed to be frivolous or fraudulent, we reserve the right to charge a chargeback fee to cover administrative and processing costs.
The chargeback fee amount will be communicated to you before it is charged, and it will be deducted from any refund amount, if applicable.
Chargeback Validity:
A chargeback is an option provided by your financial institution to dispute a transaction and request a refund.
It is important to note that initiating a chargeback without prior contact with our customer support may lead to delays in resolving your issue and can negatively impact our ability to provide quality service.
Chargeback Investigation:
Upon receiving a chargeback notification, we will be notified by our payment processor or financial institution.
We will conduct a thorough investigation into the transaction, including reviewing order details, communication history, and any supporting documentation provided by both parties.
As we are beholden to timelines provided by issuing banks, the investigation process may take up to several weeks. We appreciate your patience during this time.
Resolution and Refunds:
If the chargeback is deemed valid and supported by sufficient evidence, we will comply with the decision made by the financial institution.
If the chargeback is resolved in our favor, any refund issued by us will be reversed, and the original transaction will be reinstated.
Our Incomplete Orders/Missing Items Policy is designed to address and rectify orders that arrive with missing items or components. If such a situation occurs, Collection Lounge will process a replacement for the affected items. The Incomplete or Missing Item Claim Window is set at 10 days, with the claim window for missing items starting from the date the order was marked as delivered.
Additional conditions apply to items lost or damaged in transit. To submit a claim, proof of purchase is required, and photo and/or video evidence may be necessary. Issuance of replacement orders will be held until Collection Lounge is able to confirm that the order was sent out with missing items or components.
This policy does not extend to items lost or damaged during transit. Package / Shipping protection is offered via Onward VIP Protection+. Please see our Onward VIP Protection Policy for more information.
At Collection Lounge, we believe in providing exceptional value to our valued customers. To enhance your shopping experience and reward your loyalty, we offer the following discount policy:
Promotional Discounts:
We frequently run promotional campaigns and offer discounts on selected products or categories. These discounts may be communicated through our website, email newsletters, social media channels, or other marketing channels. Promotional discounts may be percentage-based (e.g., 20% off) fixed amount-based (e.g., $10 off), or presented as offers for gifts with purchase.
Seasonal Sales:
During special occasions and festive seasons, we may hold seasonal sales events. These events feature attractive discounts and special offers on a wide range of products. Keep an eye out for our announcements to take advantage of these limited-time opportunities.
Volume Discounts:
For bulk purchases or orders exceeding a certain quantity, we offer volume discounts. These discounts are designed to provide cost savings for businesses, organizations, or individuals making large purchases. Please contact our customer support team for more information on volume discounts.
Special Offers:
Periodically, we may introduce special offers in collaboration with our partners or as part of strategic initiatives. These offers could include bundle deals, buy-one-get-one-free promotions, or special discounts on specific products. Stay tuned for these exciting opportunities!
Coupon Codes:
Coupon codes are periodically issued by Collection Lounge. These codes can be applied during the checkout process to avail additional discounts on eligible products or orders. Coupon codes may be distributed through various marketing channels or as part of exclusive promotions.
Terms and Conditions:
Discounts cannot be combined unless explicitly stated.
We do not accept requests to retroactively apply discounts to purchases outside of the offering period.
Discounted prices apply only to eligible products during the specified promotion period.
Discounts do not apply to taxes, shipping fees, or any additional charges unless stated otherwise.
We reserve the right to modify or cancel any discount, promotion, or policy at our discretion.
In case of suspected misuse or fraudulent activity, we reserve the right to refuse or cancel discounts.
The discount policy is subject to change without prior notice. The updated policy will be reflected on our website.
Order cancellations and or modifications must be submitted in writing within 1 hour of order placement. After that time has elapsed, you may be eligible for refund, exchange, or store credit. Please refer to those policies for more details.
Our cancellation and order modification policy does not apply for requests that occur outside of business hours.
Eligible Destinations:
Collection Lounge provides shipping services to the contiguous 48 states, Washington D.C., Alaska, and Hawaii.
Order Fulfillment:
Unless otherwise indicated on the product page, for in-stock orders, our fulfillment team is given up to 2 business days to pick, pack, and ship orders.
Shipping Timing:
Shipping options and associated costs are displayed during the order checkout process. Once an order is processed, we immediately dispatch it, and you should receive your products within 6 to 8 business days.
Order Tracking:
Orders may be tracked at this wonderment link using the tracking number which will be sent via email at the time of shipment. Please note for orders shipped via DHL, browser security settings may need to be adjusted to view their tracking page.
Shipping Updates:
Fulfillment and shipping updates will be sent to the email address used to place the order as the order is processed.
Unique and high demand designs often sell-out and by pre-ordering you are ensuring that you will get one of the products, even if they sell-out everywhere else. By pre-ordering with us, you are being placed on our list of priority customers for that particular item(s).
All of our availability dates are good faith based on what our suppliers share with us. That being said estimated dates can often be pushed back due to factors that are out of our control. We will update Pre-Order dates, as we are notified. These updates can be found on the product page, or our Pre-Order Updates page.
Pay in Full or Deposits are non-refundable. However, cancelled pre-orders will be applied as an account credit and can be used for future purchases.
An official Loungefly drop does not mean that we have our stock in just yet. As our supplier, Loungefly gets the entire shipment, then split it up and starts shipping the shipping process to their small shop. This process can take some time so all small shops received their stock at different times.
The estimated shipping date will be highlighted on the product's page. As this date is an estimate, it is subject to change without notice. Please monitor the website should you wish for an update on your preorder. If you purchased In-Stock items along with Pre-Order items, your entire order will be held until all items are available to ship. We will not split ship your order.
Please reach out to info@shopcollectionlounge.com, so we can further investigate your case and provide you with possible options.
