We generally ship out your order between 1-48 hours after it has been placed. Depending on the volume of orders received, we have been known to dispatch orders as quickly as 10 minutes after being placed, so please make sure your address is 100% before confirming your order
Please contact our friendly support team immediately at email@example.com
If tracking hasn't updated after 5 business days, please contact our support team at firstname.lastname@example.org and we will investigate and provide you with further information and will rectify any issues as quickly as possible, sometimes delays may occur while Australia Post or DHL carry out their investigations.
Yes, we deliver to PO Boxes in Australia
Sorry, DHL will not deliver to PO Boxes
We do have the ability to redirect International parcels, however you must email us immediately and redirection is not guaranteed.
Australian orders can be redirected by the customer by clicking the tracking information then completing the redirection information
"Unfulfilled" just means that we successfully received your order! Once your order is shipped, you'll receive a tracking number and your order status will change to "Fulfilled."
It could mean a number of things, one example could be shopify has flagged the order as potential fraud or another example could be that stock is unavailable due to stock that has arrived damaged. In any case we will email you right away.
18/275 South Terrace, South Fremantle WA 6162
Yes. As long as your order hasn't been fulfilled by the time our customer care team has responded, we may be able to facilitate this for you. Please be advised that it's not always guaranteed due to the speed at which our orders are packed and the high volume of orders we receive during product launches and promotional periods. Please email your request to our support team as soon as possible at email@example.com.
The simple answer is yes, however as shipping is weight based we can combine the orders and work out the price and then refund you the difference no problems, please contact our support team at firstname.lastname@example.org
There are many variables to why an order is being returned back to us, sometimes the address is incorrect or undelivered as no one has picked up the parcel when carded. For international orders this could mean that any import fees haven't been paid or the delivery address is incomplete. International orders can't be delivered to PO boxes
Should we need to split your order for any reason we will email you and advise you you will be receiving two orders with two separate tracking numbers
Should there be any issue with the order you have received, please contact our support team at email@example.com with photos and we will rectify this immediately.
We offer 30 day returns for refunds and exchanges. We have a page dedicated to returns located here https://www.queenthelabel.com.au/policies/refund-policy
Yes, you can as long as the item/s are the same amount. Should you want to exchange for a higher priced item then we would invoice you the difference. Should the item be that of a lower price, we would refund you the difference
No, if an order was created using a voucher or part voucher and you wish to start a return, please note your voucher will not be refunded, only the cash portion paid will be refunded. Vouchers used are one time use only and are non refundable.
If you have paid with afterpay and a return has been started, we will credit your afterpay account less any shipping paid more information can be found here https://www.queenthelabel.com.au/policies/refund-policy
Generally speaking, once a refund has been approved money will be returned in 2-4 days, afterpay refunds take around 2-7 days
Yes, please visit https://www.queenthelabel.com.au/policies/refund-policy for all return terms
PAYMENTS & VOUCHERS
We offer a wide range of payments including Visa, Mastercard, Amex, Paypal, Shopify Payments, Google Pay, Apple Pay and afterpay
Generally speaking if a gift voucher isn't working it could be because the gift voucher is expired or can't be used against certain products or brands such as non Queen the Label products, any issues please contact our support team at firstname.lastname@example.org
Please visit the below link to purchase a digital gift card, this gift card will be emailed to you that you can forwarded to your friend and expires after two years https://www.queenthelabel.com.au/collections/digital-gift-cards
No, we currently only offer afterpay in Australia & New Zealand
At the payment page please select afterpay and you will be redirected to the afterpay website to complete your order
No, only one code can be used per order
Gift cards are non-refundable
For any further issues or enquiries not outlined above please contact our friendly support team at email@example.com and we will get back to you as quickly as possible