Refund policy
RETURN & REFUND POLICY
We want you to love what you order. If something isn't right, we'll do our best to make it right.
If your order arrives damaged, defective, or incorrect, please contact us within 30 days of delivery. We'll work quickly to provide a replacement or refund when appropriate. Please include:
- your order number
- photographs of the item
- photographs of the packaging (if applicable)
Stocked Merchandise
For books, apparel, gifts, and other stocked merchandise, you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at kathy@thelobbyshop.com. Please note that returns will need to be sent to the following address: 8430 Pine Thistle Ln, Spring TX 77379.
If your return is accepted, we’ll send you instructions on how and where to send your package. Customers are responsible for return shipping costs for stocked merchandise. Items sent back to us without first requesting a return will not be accepted. You can contact us with any return questions at kathy@thelobbyshop.com.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Print-on-demand products
Because these items are made specifically for you, they generally cannot be returned or exchanged for:
- ordering the wrong size
- changing your mind
- buyer's remorse
Please review sizing information carefully before ordering.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Your bank or credit card company may take additional time to process and post the refund.
If more than 15 business days have passed since we’ve approved your return, please contact us at kathy@thelobbyshop.com.
Approved refunds will be issued to the original payment method. Shipping charges are generally non-refundable unless the error was ours.