Returns and Exchanges FAQ

Returns & Exchanges FAQ

Can I cancel my order

We do our best to get your orders out to you as quickly as possible so if you do need to cancel something email lance. We cannot guarantee that we will be able to cancel the order before it ships. If it has been shipped, you will need to follow our returns policy below in order to be refunded for the cost of goods and any shipping & handling charges will not be refunded.

What if I need to return something?

Please inspect your products upon delivery. If any of your products arrive damaged, or with visible defects, please contact us immediately. Damages and defects not reported within 3 days of receipt will not be accepted for return or exchange. The Lounge accepts returns & exchanges within fifteen (15) days of receipt on unopened, unused and in-resalable-condition merchandise, less all shipping costs.

Shipping costs of returned goods is the sole responsibility of the customer, and will not be reimbursed. For exchanges, the customer is responsible for the cost of shipping the returning merchandise in addition to the cost of shipping the replacement product  for which it is being exchanged for. Please pack merchandise securely and send it via an insured & traceable method such as Canada Post, UPS or Fedex. All items must be received in resalable condition.  Sale items are final sale. 

After receipt and inspection of the unopened/unused items, if approved, we will email a refund confirmation for the cost of the merchandise less all applicable shipping costs. Refunds will not be issued until the merchandise has been received by The Lounge. Please allow up to 5 days for the processing of your return once we receive it.

What if I order something that is not in stock

We make every effort to keep all items in stock. However, there may be instances in which an item offered for sale on the website is unavailable. If you purchased an item that is out of stock, you will be notified by email.

We will advise you of the estimated restock date and request confirmation of your choice of a refund or exchange, or for the backordered item(s) to be shipped separately when they are in stock (additional shipping & handling charges will apply).

Please note our free shipping offer does not cover multiple shipments. If an item in your order is out of stock and you would like the available items shipped immediately shipping charges will apply for the backordered items. If you choose to remove an item from your order and the order total drops below the free shipping offer threshold, shipping charges will apply.