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. If this is initiated through other channels that are not operated by Queenly or through other forms of communication after 3 days may 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.

To successfully file a refund claim request, simply send an email to [email protected]m with proof photos of any damage to the item and a clear description of the claim. Queenly will process the request and will be properly investigated. The Seller will be contacted immediately and Queenly agents can decide if the item is eligible for a refund. If approved, Queenly will send you a prepaid shipping label to return the item to the Seller. You will be issued a full refund once the Seller has received the item.

All 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.

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

Reasons that are not eligible for a refund:

  • The item does not fit
  • The Buyer changed their mind
  • The item smells
  • The Buyer does not like the item
  • The item matches the Condition in the original listing
  • The item shipment was delayed due to the shipping courier

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 from 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

Force Majure

Neither party shall be responsible or have any liability for any delay or failure to perform to the extent due to unforeseen circumstances or causes beyond its reasonable control, including, without limitation, acts of God, earthquake, fire, flood, embargoes, labor disputes and strikes, riots, war, acts of a public enemy, error in the coding of electronic files, Internet or other network “brownouts” or failures, power failures, cyber attacks, third party attack or other actions and acts of civil and military authorities.

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