FAQ's

Domestic & international Shipping 

How much does shipping cost?

AUSTRALIA 

Standard postage in Australia is weight based and calculated at the checkout, prices are between $9 - $14 for standard delivery

Express postage in Australia is weight based and calculated at the checkout, prices are between $13 - $25 for Express Post

INTERNATIONAL

All international parcels are sent via DHL Express, prices are weight based and calculated at the checkout, prices are between $25 - $40

New Zealand have two options DHL Express & DHL eCommerce, prices  are weight based and between $14 - $20 up to 2kg

We have added a shipping calculator at the checkout page for your convenience so you can estimate shipping prior to placing your order

How long will my order take to arrive?

AUSTRALIA 

Please visit the Australia Post website for further information https://auspost.com.au/service-updates/domestic-delivery-updates#delays

INTERNATIONAL

Most international parcels arrive between 2-4 days, please visit out shipping page for further information https://www.queenthelabel.com.au/pages/shipping-rates

How long does it take to ship out my order?

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

What if there is a mistake with my order?

Please contact our friendly support team immediately at support@queenthelabel.com.au

What if I can't track my order or tracking isn't updating?

If tracking hasn't updated after 5 business days, please contact our support team at support@queenthelabel.com.au 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.

Can I have my order delivered to a Post Office Box?

AUSTRALIA 

Yes, we deliver to PO Boxes in Australia

INTERNATIONAL

Sorry, DHL will not deliver to PO Boxes

Can I have my order redirected?

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 

My order status says "Unfulfilled". What does that mean?

"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."

Why was my order canceled?

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.

Do You Have Any Retail Locations?
Sorry, Queen the label is only available online only 
Can I update/amend my order?

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 support@queenthelabel.com.au.

I placed two or more orders, can I combine orders to save on shipping?

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 support@queenthelabel.com.au

Why have I been charged extra for import tax and customs fees?

We have a dedicated page for all import and customs fees located here https://www.queenthelabel.com.au/pages/import-taxes

Why is my order being returned to sender?

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

Where is the rest of my order?

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 

I received a wrong item/order?

Should there be any issue with the order you have received, please contact our support team at support@queenthelabel.com.au with photos and we will rectify this immediately.

 

Returns

What is your return policy?

We offer 30 day returns for refunds and exchanges. We have a page dedicated to returns located here https://www.queenthelabel.com.au/pages/return-terms-conditions

Can I exchange my item/s for a different item/s?

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

How do I start a return?

Returns are started here https://www.queenthelabel.com.au/pages/returns

Where is your return address?

Once you start your return here https://www.queenthelabel.com.au/pages/returns an email will be sent to you with all return instructions including our return address

What if I used a voucher on my order and wish to start a refund, will you provide me another voucher?

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.

How does a return work with afterpay?

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/pages/return-terms-conditions

How long does it take for funds to appear in my account?

Generally speaking, once a refund has been approved money will be returned in 2-4 days, afterpay refunds take around 2-7 days

Do you have a page dedicated to returns and exchanges?

Yes, please visit https://www.queenthelabel.com.au/pages/return-terms-conditions for all return terms

 

Payments & Vouchers

What payment types do you accept?

We offer a wide range of payments including Visa, Mastercard, Amex, Paypal, Shopify Payments, Google Pay, Apple Pay and afterpay

My gift voucher isn't working?

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 support@queenthelabel.com.au 

How can I purchase a gift voucher for a friend?

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

Do you offer afterpay to all countries?

No, we currently only offer afterpay in Australia & New Zealand

How do I use afterpay?

At the payment page please select afterpay and you will be redirected to the afterpay website to complete your order

Can I use a discount code and a promo code at the same time?

No, only one code can be used per order

Can a gift voucher be refunded?

Gift cards are non-refundable

What if my question is not listed above?

For any further issues or enquiries not outlined above please contact our friendly support team at support@queenthelabel.com.au and we will get back to you as quickly as possible