Frequently Asked Questions
Welcome to our FAQ Page
To return an item(s) to us, we request that your package includes a copy of your invoice, which will have been included in your parcel.
All items returned must be in a re-sellable condition. This means returned items must be unworn, free of stains, odours, animal hair and creasing. Items must not be damaged, and must be returned with the original labels still attached or box included. If any items are received in an unsellable condition, they will be posted back to you.
Please be reminded that you must post the Product(s) within 28 working days of receipt of the Order to receive a refund. Items returned beyond this time scale might not be eligible for a refund. We recommend you to send the return with a signed for service and retain your receipt as your proof. Should any returned parcel be lost, this can be used to lodge your claim to the courier company. Please be reminded that for a lost parcel you need to lodge your claim with your nominated postal service, Junk Queen will not be in an obligation to deal with this.
You are responsible for the cost of the return postage which is non-refundable unless the item sent is incorrect or faulty. Any return postage cost refunded by us will be based on the economy Post Office™ cost (second class signed for or economy equivalent) for the weight of any incorrect or faulty item you return. If you choose to send any non-faulty items as well, the return postage cost for these items is non-refundable. Please note that if you are returning an incorrectt or faulty item(s) please email us a copy of the postage receipt with the return so we can refund the postage based on the criteria above when your return is processed. Before posting a faulty/incorrect item back to us please email us for prior authorisation at firstname.lastname@example.org (mentioning your order number as reference) so we can advise further.
IMPORTANT TO REMEMBER - If You are returning Product(s) paid for on your credit or debit card or with PayPal, We will send the refund through the same method.
If you have not received your order within 15 working days, please email email@example.com. Please include your order number, so that customer services can find your order status ASAP.
Orders can take between 3 - 5 days before dispatch.
Deliveries can take up to 5-15 working days from dispatch, but please note that this is subject to any international shipping delays which are out of our control. You can find out about our shipping costs here
Your delivery address is taken directly from your order, so please make sure this is correct when checking out. We do not see your PayPal details at any stage of ordering, so please do not rely on this address.
If you do enter an incorrect address, please contact us ASAP, as we cannot amend the delivery address after dispatch. We cannot be held responsible for any incorrect addresses provided to us. Please double check that all your details have been filled out before completing your order.
Please Note: Courier companies do not consider a parcel lost until 25 working days after the last possible date that your parcel could have arrived. We will not be able to claim for a lost parcel until this time, at which point we will be able to refund or replace your order. We cannot be held responsible for packages lost or damaged by any Courier company, but we will do all that we can to help you.