CUSTOMER CARE

 

Have any questions or concerns ? We’re always ready to help! Please use below form, or send us an email to queeniastoreuk@gmail.com

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FAQ

 
How do I choose the right size?

For your help please see below size guide.

 

 

 

 
 
 
 
 
 
 
 
What are your delivery options?
 

Your satisfaction is our first priority, that's why we offer flexible delivery options for you.

1. Drop off service by DPD (UK mainland)

We are sending your parcel to the nearest DPD collection point (based on your postcode), and you can collect at that time which is most convenient for you within the opening hours of the shop. 

Delivery takes 1-2 working days throughout the UK, Monday-Friday.

You can track your parcel down to the final 15 minutes window. 

Costs £4.99 parcels up to 20 kg.

Free shipping to UK mainland above the orders of £100.

1. Door to door service by DPD (UK mainland)

Your parcel will be delivered to your home address via DPD. 

Delivery takes 1-2 working days throughout the UK, Monday-Friday.

Get updates on the progress of your parcel via SMS/email.

Changed your mind? Or not staying at home?

No problem, you can have an option to collect your parcel from the nearest pick up shop as well.

Costs £7.99 parcels up to 20 kg.

Free shipping to UK mainland above the orders of £100.

 

 

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Do you provide International delivery?

Of course, we do. 

Deliveries can take 3-12 working days, depend on location.

 

Our international shipping partner is UPS who can provide fast and reliable service. 

All of international parcels are fully trackable. 

 

Cost of shipping is calculated and added automatically at checkout. 

 

 

What is your return policy?

You may return products within 14 days of receipt and ask for a refund or to exchange for something that is just right for you. Please note that all returned items must be in their original packaging with all labels and tags still attached

 

We can not accept return if the item is used, washed, smoked or perfumed. 

Important: Lingerie and swimwear products are non- returnable due to hygiene reasons. 

How do I return an item?

1. First please inform us by e-mail about your claim or return intention. 
Please do not send anything without any previous notice, otherwise we do not issue any refund. 

2. Re-pack the item in its original packaging or in a secure, waterproof package with labels and tags still attached.

3. Return the package by using the Post Office counters and obtain proof of postage from the Post Office.

Please do not post the package through post box or without obtaining a certificate of posting.

Keep the certificate of postage as your proof of return.

Please note the shipping fee is paid by the buyer and it's non refundable. 

4. As soon as we've got the package and made sure of the item is undamaged and unused, we issue your refund.

Please allow 1-2 days with PayPal and 7-15 days with credit card to appear. 

Can I cancel or amend my order?

Please contact us to request a cancellation or delivery address change. Amendments and cancellations can not be guaranteed. We will get in touch to confirm if your request has been successful. 

Please note: We can not make any amendment to the items, quantities or sizes in your order.

If you believe you ordered any incorrect item, please request a cancellation and place a new order for the correct ones.