Refund policy
TERMS & CONDITIONS FOR RETURNS:
We want every Queen to love their purchase! If you change your mind, we will accept returns on all full prices and sale items subject to the below conditions:
– must be returned within 30 days of receiving your order
– all items must be in original condition–unworn, unwashed, unperfumed and in the original packaging with tags attached
– all swimwear must have the hygiene sticker still attached
– if you have received a gift with purchase during a promotion, the gift must be returned otherwise the value of the gift will be deducted from the refund
Full Priced: Items that are full price are eligible for return or store credit within 30 days of purchase
Sale Items: Items with a reduced in price or purchased during a promotional period cannot be refunded, unless faulty. Sale items are only eligible for return via store credit within 30 days of purchase
WHAT IF MY ITEMS DO NOT MEET THE CONDITIONS:
– if your return that doesn't meet our requirements, our customer service agents will contact you with further details
– any returns that do not meet our return requirements will be shipped back to the customer
WHAT IF MY ITEM IS FAULTY:
We hope all our products are perfect, but if you do receive is not in perfect condition, we will work to resolve it for you as quickly as possible
– if your item is faulty or damaged, please send us an email to support@queenthelabel.com.au
– our team will require photos of the fault to initiate a digital faulty assessment
– a digital assessment must be done prior to the item being sent back to our warehouse–faulty items sent back without previous notice will be deemed as worn and used
All confirmed faulty claims will be resolved inline with the Australian Consumer Law, by replacing the item if the stock is available or providing a refund upon receipt of the item back at our warehouse.
Please note, we have a 3 Month Warranty period on all of our pieces. Any claims outside of this timeframe will be considered wear and tear.
ARE THERE ANY EXCLUSIONS:
Some of our items are ineligible for return, unless faulty. This due to hygiene and other reasons, if you need further clarification, please reach our to support@queenthelabel.com.au
return exclusions include:
Swimwear & Intimates:
– underwear
– shapewear
– swimwear without a hygiene sticker
– love luna Products - More information here
Skin Care, Hair & Beauty:
– the Tussler (unless faulty)
– eth-hair-eal
– head scarves / headbads
– she-odorant
– calm balm
– cinch products
– make up (lipstick/lipliner/eyeliner/mascara/brows
– tanning product
Home & Outdoor:
– comforters (unless still in vacuum seal bag, unopened)
– wall jewellery (unless in unopened original packaging)
– camping bundles
Other Items:
– books
- crystals
CAN I EXCHANGE MY ORDER:
Unfortunately due to our limited releases, we do not offer exchanges. If you would like a different size or alternative item, we recommend purchasing the new item and following the returns process for the original item.
DO I HAVE TO PAY FOR RETURN SHIPPING:
– return shipping is paid for by the customer
– original shipping charges are non-refundable
– it is the responsibility of the customer to choose a standard trackable service
– we are not liable for lost parcels without a valid tracking number
RETURN PROCESS DETAILS:
– use our returns portal to initiate a return
– the customer is responsible for posting the item back to us with a trackable service
– once your return is received, it will be inspected and processed within 2 business days
– if your items meet the requirements for a refund you will receive an email with the details of the refund
– refunds will be refunded via the payment method used to purchase –apple pay / afterpay / credit card etc
– if the item is not eligible for a refund, a gift voucher will be issued
WHAT IF I USED A VOUCHER:
Please note, vouchers will not be refunded, only the cash portion paid will be refunded. Vouchers are one time use only and are non refundable.
HOW DO I START A RETURN:
– to start a return, use our Returns Portal & enter your order number and email address
– follow the instructions and select the items you want to return, keeping in mind the refund conditions
– once complete, you will receive a confirmation email with shipping guidelines
Still have questions? Email us at support@queenthelabel.com.au with your full name, order number and specific enquiry.