Return Policy


Queenly provides an online marketplace for consumers to purchase and/or sell formalwear garments. Refund requests are processed by Queenly in line with e-commerce requirements and in accordance with our Terms of Service (TOS).

Refund and Return Policy

Buyers are responsible for initiating a formal refund and return request by contacting Queenly directly via email or through our Return Center. If this is initiated through other channels that are not operated by Queenly or through other forms of communication, the claim will not be considered eligible for a return.

Buyers have 3 days after the delivery date & time given by the shipping courier to request a refund and to make any eligible claims (defined below under Eligible Items for Refund) to the order in question. If no claims are submitted to Queenly after 3 days, the earnings are fully disbursed to the Seller. No further claims can be made after the 3 days have passed.

Eligible Items for Refund:

Buyers may be eligible for a refund for the following reasons:

  • Inaccurate match to the listing
  • Not authentic / counterfeit
  • Undisclosed damage
  • Wrong item

To successfully file a refund claim request, follow the prompts at our Return Centerand provide clear proof photos of any damage to the item and a clear description of the claim. The user must include a complete statement and attach all images supporting their return claim. Queenly will only review the information that is submitted. No additional information will be accepted after the initial request unless warranted by Queenly. Queenly will investigate the claim presented to determine if the item is as described or warrants a return or refund. In some cases, Queenly may share the Buyer’s claim with the Seller to perform a thorough investigation. Sellers have the right to dispute the claim and provide additional information.

All accepted returns must be shipped back within 5 days of approval to be eligible for the refund. Processing time is anywhere from 5-10 business days from when the refund is approved and will be subject to the processing time of the buyer’s bank/financial institution.

Risk-free Shopping:

Queenly will not guarantee but will evaluate additional concerns if the item is as described or warrants a return and refund for complaints such as:

  • The item does not fit
  • The Buyer changed their mind
  • Odors to the item
  • The Buyer does not like the item

All returns for these items will be refunded via store credit only.

Investigation Process

Queenly investigates the claim presented to determine if the item is as described or warrants a return or refund. In some cases, Queenly may share the Buyer’s claim with the Seller to understand the Seller’s perspective in the investigation process. Sellers have the right to dispute the claim and provide additional information against it.

The Buyer and/or Seller may be asked to provide the following additional information as part of the investigation:

  • Provide proof photos to show the entire item(s) received
  • Highlight the problem area (when applicable)
  • Provide photos of the packaging and full shipping label
  • Original tag or SKU (when applicable)
  • Other information as warranted by Queenly

Return Condition - Seller Disputes

When the Seller receives the item back from the Buyer, the Seller has 24 hours from the time of delivery to review the item and let Queenly know that it was different from how it was sent. Sellers must contact Queenly via email ([email protected]) and completely and accurately provide the information and photos requested to dispute the item. Queenly agents will review the request accordingly and decide if a refund is owed to the Buyer.

Returns Abuse

Abuse of refunds and returns may, at Queenly’s discretion, result in account limitation(s), being banned from the Queenly platform, and/or legal action.

All Sales Final

Queenly does not accept returns or issue a refund if the Buyer fails to file a refund claim request in the allotted time frame and the payment has been released to the Seller or in the following circumstances:

  • Returned request approved, but Buyer fails to return the item back to the Seller after 5 days of receiving the approval confirmation.
  • If the Buyer does not contact Queenly within the return timeframe when returns are accepted upon approval.
  • If the Buyer ships back the incorrect item to the seller
  • If the Buyer has accepted the delivery of their item through their order details
  • If the Buyer has refused delivery

Cancellation Policy

Orders that have been delayed 10 days or more from the purchase date are eligible for a full refund. Unfortunately, we are unable to process cancellations any time prior to that date. Queenly Partner Orders excluded*

To Sellers: If you are experiencing shipping delays and need more time, please contact your buyer making them aware of the situation. Please contact Queenly Support at [email protected] if you need any additional support with shipping.

Buyers, to request to cancel your delayed order:

On the iOS App

  1. Select your ‘Inbox’ Tab
  2. Select ‘Buying From’
  3. Select the relevant order
  4. Select ‘Request to Cancel’

*Queenly Partner Orders

Queenly Partner Orders are not eligible for a cancellation request. Purchases made to order may take up to 3 weeks to ship from the purchase date. For more information on the estimated delivery date, please locate the Estimated Delivery date posted at the time of checkout. Users with a pending order can find their estimated delivery date in their order details.

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