1. Address for returns and exchanges:
Please contact our customer support if you want to return or exchange: firstname.lastname@example.org
Please take into consideration that we only accept qualifying returns but not exchanges. Refunds are issued once the returned products clear our inspection.
1) An item is eligible for cancellation if:
-you posted a Return request within 24 hours of payment and your order is still under “Pending” status (if your order is under “Preparing Shipment” status, please contact our customer service center) or
-the order is delayed for more than 10 days since payment and you have not received any notification regarding the delay; or
-the ordered item is out of stock.
2) We accept return(s) if:
-you receive a product different from your order; or
-you receive a defective product.
(1) Post a return request on our Return forum within three days of receipt. You are required to attach the photos of the received product(s) and include the item code, the order number, and the reason for the return.
(2) A customer service representative will be in contact to assist you by email or phone.
(3) Items returned must be in their original condition, which includes tags and any packaging. Also, you need to include a note of your order number, name, and user ID.
*Please be advised that returns are accepted ONLY IF you followed the instructions above and your return request has been approved by our staff. Returns that are shipped to us without any prior consent are not accepted.
*Please note that EVEN the defective/incorrect item(s) must be returned with all of the tags and labels intact. The item(s) must be sent in their original packaging and unworn.
*Please include all contents of the original package and free gifts (if applicable) in your return packaging.
3) We do not accept return(s) if:
-you are returning the items just because you changed your mind (on size, color, etc.)
-you are returning shoes, bags, or any other accessories
-the products are damaged due to your mishandling
-your return request is not approved by our staff
The following items are not considered defective:
* Items that are originally manufactured without tags or labels
* Items with creases that may have been made while shipping
* Items with unsatisfactory/incomplete finish due to mass production
4) If there is a missing item from your order:
*Contact our customer service center by phone or by forum (if you cannot reach us by phone) within 1 day of delivery.
*Please keep all contents of the original package including packaging material (boxes, plastic bags etc.) with you until you are instructed otherwise.
Please note that we may not be able to process the refund for your missing item if you lose or damage any packaging material.
< Refund for failed delivery >
- A request for refund and exchange should be made within 3days after the delivery date.
If 3 days already passed, Request can be refused.
- Customer’s request
Please contact us by our QA board or Email. All returning and additional shipping costs should be paid by the customer.
- On our side:
1) Wrong or Missing Item: Refund and exchange is possible
2) Lost or Damaged item: Please contact us by our QA board or Email. Refund and exchange will be made depending on each case.
- Delivery company's fault: Compensated by the delivery company
- If the recipient doesn't follow the Domestic Import tax law, and the parcel is returned.
1) All returning and additional shipping cost should be paid by the customer
2) The first shipping cost you paid is not refundable (or will be held from the order cost amount if it was a “free shipping” order)
3) Check the bottom for policy guidance and cancellation fees.
- After your order is shipped, some minor deformation or damage of the contents might be caused by the impact of Customs procedures and Delivery process such as Small scratches or package deformation, etc. In this case, the refund or exchange is not available as long as the contents are not usable.
- If the shipment fails and the goods return to us by customs or customer, we will proceed with the refund, excluding the initial shipping cost
The delivery fee has already been paid when sending the product after the order was received. The price is non-refundable, so only the product price will be refunded to the customer.< About duty at customs >
- Unknown : Wrong recipient’s information from a buyer (Moved, Wrong address, etc.)
- Absence : Buyer was not able to receive delivery because of absence
- Refused : Buyer refused to receive the parcel
- Unclaimed : Buyer didn’t fulfill customs procedure
- Paying custom or taxes is basic mandatory and those charges must be paid separately by the customer. Therefore, it's not our responsibility of reimbursement.
- Customs issues vary by countries, so customers need to contact local customs office for detailed information to avoid potential problem. Please check your country's customs regulation first, before making orders.
- We are not responsible for packages refused by customs, despite of any reason including denial to pay tax, banned importing items, and any other related issues. When refused package returns to queenswardrobe, we are not responsible to ship it out again.