Queenly Frequently Asked Questions (FAQs)

Your most popular questions, answered!
General
Can I be both a buyer and a seller on Queenly?
Definitely! As a user, you can post your dresses for sale and buy a dress from other users.
Does Queenly have a rental feature?
We certainly recognize the need to take it a step further and to make it more sustainable for everyone, so we plan to support dress rental in the future. We will notify all our users once this dress rental on Queenly becomes available!
What forms of payment do you accept?
We currently accept all major debit and credit cards (Visa, Mastercard, American Express, Discover, Diners Club, JCB). Payments are handled by Stripe and Apple Pay, our secure third party payment processors. Please see our Terms of Service and Privacy Policy for more info.
How secure is my credit/debit card information on Queenly?
Your payment information is extremely secure and protected on Queenly. It is SSL protected, PCI compliant, and end-to-end encrypted. For more details, please visit Security at Stripe and Apple Pay Security.
What is Queenly's mission?
Queenly is a peer-to-peer marketplace dedicated towards formal wear fashion and the pageant industry. Queenly's purpose is to remind girls everywhere that you don't have to break the bank to be confidently beautiful. For a fraction of the price, you can attain that dress that you've always wanted to rock on stage or glide in on the dance floor. We are not a retail store; we are a revolutionary platform focused on fashion and we foster a community that uplifts and strives to help one another look incredible and feel like a queen on their special night.
Where is Queenly available?
Queenly is currently available everywhere in the US via the Apple App Store and web
Is Queenly available in the Apple App Store?
Yes, check it out here.
Is Queenly available in the Google Play Store?
Yes, check it out here.
How do I contact Queenly support if I have any questions, comments, suggestions, concerns?
You can email [email protected] We will get back to you within a 48-hour timeframe, during business days.
Can I place orders that ship to different addresses?
On Queenly, your order by default will be shipped to the address you have on file. If you need to change your address for an order after it has been place, please make sure to let our support team know at [email protected]
Is there a membership fee to join Queenly?
Being a member on Queenly is completely FREE! We do not charge any membership fee. Signing up simply means that you will always have access to see all of our users' wardrobes, look for your next dress and receive special discounts and updates from us.
What types of clothing are allowed on Queenly?
We allow postings of evening dresses, cocktail dresses, bridesmaid dresses, wedding dresses, prom/homecoming dresses and glam jumpsuits.
Is Queenly only for pageant girls?
Of course not! This app is for women of all ages (13 years or older) that want to be queenly for any special event! Whether it be prom, homecoming, gala, red carpet, cotillion, quinceanera, wedding, etc., Queenly will make it easier for you to find something to wear. We only emphasize the pageant industry as this was the source of inspiration for the creation of the app, as pageant girls have been using pageant resale methods for years. We hope that the pageant industry can help us start with the traction that we need in order to let more women know about our handy platform.
Buyers
Who handles dry cleaning?
While we do provide quality check and spot cleaning for minor imperfections found on gowns over $500 in our Quality check, we do not offer fully-fledged professional dry cleaning services.
What are your shipping options?
Queenly offers standard, expedited, and overnight shipping.
How do refunds work?
Because we are a third-party platform and do not own any of the inventory, we currently do not accept any regular refund request. The exception to this is that if we missed anything during our quality check. After the receipt of delivery of the dress, you have 24 hours to report a refund request. Refunds are only given if there is a damage that is significantly present that we didn't catch during quality check, and the buyer must email us right away with photos that can certify the complaint. You cannot get a refund if it doesn't fit right, or if you simply don't like it. Since we are only a platform to connect users to share their wardrobes, and we do not own the inventory ourselves, we cannot promise a refund for every transaction if it is not our fault. We deeply apologize for this current inconvenience, but we hope you can understand, and once Queenly starts to gain more traction and success, we would love to provide a 100% guarantee refund in the near future. It is up to the buyer to check all of the info that the seller includes in the offer post, to guarantee that the sizes match and that all the preferences are correct.
Sellers
How much do I get for the dress that I've sold on Queenly?
To make sure we run our platform successfully for our users, we charge a 20% service fee on all transactions sold on Queenly. This is significantly lower than our competitors, so you'll be happy to know you're still keeping a big chunk of 80%. Through this process, we guarantee your safety online and that your transactions run through a trusted platform, excellent quality of dresses, and we take care of packaging and shipping so your experience is hassle-free so you can focus on looking and feeling like a queen!
How will I get my earnings from my dress?
Seller earnings are securely disbursed within 3 days of your dress being delivered and/or after the buyer accepts their item. Buyers have 3 days from the posted delivery date to accept their item. Your seller earnings will be disbursed at the end of the third day if the buyer fails to accept their item. For dresses being sent to HQ for Quality Check, seller earnings are disbursed once they have passed quality check. Your earnings will be disbursed via PayPal, Venmo, Zelle, and/or Cash App.
How do I ship the dress that I just sold to a buyer?
We will send you a free prepaid shipping label once your offer has been accepted by the buyer and their payment transaction has gone through. We currently use USPS to ship out all items, and you can utilize any box/envelope/packaging you want, as long as the dress is secure and that you put the shipping label clearly visible on the outside. You can then drop it off at any USPS designated USPS blue collection box nearest you, or at any USPS location.
What types of photo should I use for my dress listing?
We recommend using a real-life photo of the dress. Please make sure the photo is taken as clearly and with the highest resolution possible. Taking a photo in good natural lighting would be best, with the least amount of distractions in the background. Also, it would be great to take a photo of it being worn on a person's body, so the buyer can see how it fits and the length. If you don't have time to take one, you can just upload the retail photo from the store/designer's website from which you have originally purchased it (but be certain that it is the same exact style and color).
What are the selling fees for wedding dresses?
For a limited time, there are zero selling fees on wedding dresses sold. If the dress was uploaded after March 8 and falls into the bride's wedding dress category, Queenly will waive our 20% fee.
How do I relist a dress I bought on Queenly?
On the iPhone app go to the "SELL" tab and choose "UNLISTED." All of your past purchases will be here! Choose "Relist" and all of the original information will be pre-filled for you. You can choose to update any details or add more photos before choosing "Post dress for sale."
Seller - How And When Do I Get Paid
When does a Seller get paid?

Seller earnings are disbursed after the item has been successfully delivered and once the buyer verifies on the app/website that they have accepted their item. Buyers have 3 days from the posted delivery date to accept their item. Your seller earnings will be disbursed at the end of the third day if the buyer fails to accept their item before that time frame.

If your purchased item is over $500 and has been shipped to Queenly HQ to undergo Quality Check, your seller earnings will be disbursed once your item has successfully been inspected. Please keep in mind that after delivery, Quality Check can take anywhere between 1-3 business days to be processed and completed.

To ensure your seller earnings are disbursed to the correct preferred payout method account, log into your Queenly account and update your seller information as needed (in your Profile page). In cases where funds are sent to an incorrect account, Queenly will attempt to reclaim and reissue the payout to the correct account. However, in the case that the funds cannot be reclaimed, the payout is final and will not be resent so please make sure you have this fully updated. Users are responsible for updating and verifying that their payout information is submitted correctly.

How does a Seller get paid?

Sellers can choose to receive their seller earnings via PayPal, Venmo, or electronic ACH Direct Deposit transfer to your bank account.

To ensure your seller earnings are disbursed to the correct preferred payout method account, log into your Queenly account and update your seller information as needed (in your Profile page). In cases where funds are sent to an incorrect account, Queenly will attempt to reclaim and reissue the payout to the correct account. However, in the case that the funds cannot be reclaimed, the payout is final and will not be resent so please make sure you have this fully updated. Users are responsible for updating and verifying that their payout information is submitted correctly.

How do I select my payout method?

Sellers can select their preferred payout method under Seller Earnings & Payout Methods in their Profile page. You will need the following information for the following methods:

ACH transfer (Direct Deposit) powered by Stripe
  • First and Last Name
  • Electronic routing number
  • Account number
  • SSN

Verify that your account is active and allowed to receive funds.

PayPal
  • First and Last Name
  • Email Address that you use for PayPal

Please verify that you have entered the correct information and that this account is available to receive funds. This may require you to reach out to PayPal directly.

Venmo
  • First and Last Name
  • Phone number or Email Address

If you have a valid US phone number but do not have a Venmo account, you will need to successfully set up a Venmo account to receive payments. Your payment will expire in 30 days if you sell an item with a Venmo payout method on file but do not have a Venmo account set up.

How can I change my payout method?
  1. Go to your Profile > Seller Earnings & Payout Methods > Payouts
  2. Click Add payout method
  3. Select the type of payout method you want to use, then click Continue
  4. Add the requested info, then click Submit
How long does it take to receive my seller's earnings?

Your payout will be initiated in our system as soon as the item is accepted by the buyer or after the 3 day delivery window has expired. However, it may take up to 7 business days for the funds to reach your account, depending on the type of payout method you have selected. Queenly does not control the speed that your funds become available to you nor is Queenly responsible for any delays made by PayPal, Venmo or your receiving bank.

Delivery times are as follows:
  • PayPal and Venmo: Within 1 business day (delays may occur on a case-by-case basis)
  • Direct Deposit (ACH): Up to 7 business days
How do I check the status of pending payout?
You can always check the status of a pending payout in your Seller Earnings & Payout Methods in your Profile under Pending Earnings. Or you can reach out to our Customer Success team at [email protected] and make sure you provide enough information for our team to properly help you (name, email address, order number, payout method).
When will I receive my 1099-K form?
Users who choose ACH transfer can expect to receive your Form 1099-K in early 2023. Users who choose PayPal will receive a 1099 K form directly from PayPal Inc. Users who select Venmo will receive a 1099 K form directly from Venmo.
Shipping
Where does Queenly ship?
Queenly currently only ships within the United States and U.S Territories. We hope to ship internationally soon!
What are the shipping rates on Queenly?
Queenly offers standard, expedited, and overnight shipping:
Expedited Shipping: $54.99
Overnight Shipping: $123.99
How long will it take for my order to ship?
All orders are subject to a processing time that is separate and in addition to the time it takes for a shipment to reach its destination once it has been dropped off at its shipping carrier. Queenly sellers on average ship within 2-3 days, but in special circumstances, may need more time. Depending on a number of factors, standard orders may take up to 7 business days (excluding Saturdays, Sundays, and Holidays) to process before shipment.
Private Offers
Seller: How do I send a Private Offer?

To send a Private Offer to users who have liked your item:

  • Select an item from your closet
  • Select “Price Drop”
  • Select "Send Private Offer to Likers"
  • Calculate your new discounted price (must be at least 10% lower than your current listed price)

Users who have liked that item will be notified of the discount and have 48 hours to accept or decline the offer. Users are able to counteroffer a private offer.

If a private offer is accepted, all other standing private offers or existing offers will expire. If the item is purchased using “Buy Now”, all prior existing offers will expire.

Seller: Who will receive my Private Offer?
Users who have liked your listing will receive your Private Offer. The new price will not change the public price of your item.
Seller: How low does my Private Offer have to be?
Your private offer must be at least 10% less than your current listed price.
Buyer: How do I receive a Private Offer?
Users are able to 'like' a listing to receive notifications of a price drop. If the seller sends out a private offer, the buyer will receive an email notifying them of the discount. To accept or decline the offer, locate the offer under your 'Inbox'.
Buyer: Why am I receiving a Private Offer?
You received a Private Offer because the seller of a listing you ‘liked’ is lowering the price. This lower price is exclusively available to users who have liked the listing. The Private Offer will expire in 48 hours or if it is purchased by another user.
Buyer: Can I make a counteroffer?
Yes, our Private Offer feature! Buyers can counteroffer at least 50% of the price of the original listing.
Boost Your Listing
What Does "Boost Listing" Mean?
When you Boost a listing it puts it to the top of search results. This helps us surface listings from sellers who are active on Queenly.
How Often Can I Boost?
You can Boost each listing once every 7 days.
How Do I Boost My Listing
Go to “sell” and hit the “boost” on the listing page. After you see the pop up hit “boost”
Referral Program
How Does Queenly's Referral Program Work?
Give $30, get $30! Share the referral link found on "My Profile." After someone signs up using that link they will have a $30 credit applied to their account to use toward their first purchase. After they purchase, you'll get $30 store credit automatically added to your account.
How Do I Get $50 Store Credit?
If you refer a friend that signs up with your link, and they list a Bridal Wedding Dress to their closet, you'll get $50 in store credit as part of our Bridal Referral Program. The person you referred will still get $30 after signing up through your link.
What Wedding Dresses Are Eligible For The Bridal Referral Program?
Most full length white dresses will be eligible. Our team categorizes all dresses listed on Queenly, and if we categorize it as a bridal wedding gown it is eligible for the Bridal Referral Program.
When Do I Get The Store Credit?
For the Bridal Referral Program, it may take up to 7 days for the credit to show up in your account. For the regular referral program, the credit should be automatically applied after your referral purchases.

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880 Harrison St Suite 204
San Francisco, CA 94107
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