Returns

Loyal United — Returns

The policy in full on the left. What it actually means for your order, in plain words, on the right.

  • RefundsNot offered — all sales are final
  • Free replacementTwo situations, set out below
  • Items posted backNone
  • Photos requiredThree, from different angles

Dissatisfied

  • Our Product Research Team has invested substantial time in selecting products we believe our customers will enjoy, as they reflect current market demands, trends, or high popularity.

    We kindly ask for your understanding that operating a small business comes with significant costs. Therefore, we entrust our customers with the responsibility of thoroughly researching their purchases to ensure the product suits their needs before placing an order.

    Although we acknowledge your dissatisfaction, operational expenses have already been incurred. As a result, all sales are final, and we are unable to offer refunds.

    In plain words

    If the correct item arrived and it is not what you hoped for, we cannot refund it.

    All sales are final. We would rather tell you that here than after you have written in.

    The two situations where we do send a replacement are below, and neither costs you anything.

Incorrect Item

  • The definition

    An incorrect item received constitutes receiving a totally different item as shown on our website.

    In plain words

    Not “different from what I pictured”. A different product altogether.

  • Examples that will be replaced

    Example 1. You ordered a dress and you received a pair of shoes.

    Example 2. You ordered lipstick and you received mascara.

    In plain words

    On this store: you ordered a bracelet and a hoodie arrived, or you ordered one design and a different design arrived.

    We sent the wrong thing. We fix it.

  • Examples that will not be replaced

    Example 3. You ordered a weighted plushie and you feel that it's not weighted.

    As a small business, we always strive in ensuring that the product information posted on our website is exhaustive of what a customer would need to help them decide if they want to proceed with their purchase.

    Example 4. You ordered a jacket in size large and you feel that you received a size small.

    As a small business, we always strive in ensuring that the product information posted on our website is exhaustive of what a customer would need to help them decide if they want to proceed with their purchase and not proceed with the order if they think our product is not the one they are looking for or does not meet their needs.

    In plain words

    The correct item arrived, but it did not meet an expectation. That is not an incorrect item.

    The product pages carry the detail you need to judge this before ordering — including sizing — which is why the line sits here.

  • What happens next

    A replacement order, with the same shipping speed that was used on your original item, will be created.

    Please send us three photos in different angles of the item you've received as it will help us expedite your replacement order.

    If a replacement order will be created, there is no need to send the incorrect item back to us.

    In plain words

    Email three photos from different angles, plus your order number, to support@loyalunited.com.

    The replacement ships at the same speed you originally paid for.

    Keep what arrived. There is nothing to post back.

Items Not Received After 30 Days

  • The entitlement

    Items not received after 30 days [excluding shipments that are showing delivered on the carrier's website, e.g., showing delivered in USPS or Canada Post] is eligible for a free replacement.

    A replacement order, with the same shipping speed that was used on your original item, will be created.

    In plain words

    Thirty days from purchase, nothing arrived, tracking does not say delivered — you are owed a replacement.

    No photos needed for this one. Just your order number.

  • The exclusion

    If the delivery status of your tracking number is showing “delivered”, please contact your local post office.

    In plain words

    Once a carrier records a delivery, the parcel is in their hands rather than ours, and it falls outside the 30-day replacement.

    Call the branch with your tracking number. Parcels marked delivered are very often held there, left with a neighbour, or tucked somewhere at the address.

    If they cannot account for it, tell us what they said.

Before you count to 30

Standard delivery runs 7–20 business days in the US and 10–25 internationally, counted from the day the parcel ships. Quiet tracking inside those windows is normal. The 30 days here, however, are counted from your purchase date — not from the ship date. The full breakdown is on the shipping page.

Claiming a Replacement

  1. Photograph what arrived. Three photos, three different angles, in daylight if you can. Skip this step for a 30-day claim — there is nothing to photograph.
  2. Email us. Send them to support@loyalunited.com with your order number and the address you ordered with.
  3. We create the replacement. On the same shipping speed you originally paid for. A fresh confirmation email follows, then a tracking number once it leaves us.
  4. Keep the original. If a replacement order is created, there is no need to send the incorrect item back to us.

If anything here is unclear, or your situation does not fit neatly into it, write to support@loyalunited.com with your order number and we will look at it properly.

Marcus Ellery

Customer Support Lead — Loyal United®

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