Return Terms & Conditions

Terms updated 01/07/2020

Terms & Conditions for a refund?

  • Within 30 days of receiving your order (for any non sale item)
  • In original condition with all tags attached
  • Unwashed
  • Unworn
  • In the original packaging
  • Items purchased at full price - discounted items/items purchased during promotional periods are non refundable.

What if items are returned without tags or in a poor state?

  • Unfortunately we cannot exchange or refund items returned without tags
  • Unfortunately we cannot exchange or refund items that have been worn

What if items are returned smelling of perfume?

  • Unfortunately we cannot exchange or refund items that have been worn

FAULTS - What if my item is faulty?

  • If you're looking to return a faulty or damaged item we are here to help, please send us an email to support@queenthelabel.com.au
  • We may refund the total cost including postage costs if approved
  • If an item from your order arrived with a fault, please reach out to our team right away to notify us before sending it back as we are unable to provide compensation for faulty returns without previous email correspondence. Faulty items sent back without previous notice will be deemed as worn and used.

What if I used a voucher on my order?

  • 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.

EXCHANGES - Can I exchange an order?

  • Yes, you are able to return items for exchange (not books)
  • Please note, we do not pre-order or hold stock of any kind and cannot guarantee the item you are after will be available.
  • We will however contact you and provide you with a refund for the cost of the item only. Postage is nonrefundable.
  • Once we receive and check your return we will process your exchange for you.
  • We will email you once your new order is dispatched.

REFUNDS - How soon will I get my refund?

  • Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
  • If you are approved, then your refund will be processed, and a credit will automatically applied between 5-10 business days. 

How do you process my refund?

  • Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
  • If you are approved, then your refund will be processed, and a credit will automatically applied between 5-10 business days. 

Will you refund my delivery charge?

  • No, we do not refund the return or exchange shipping costs to us.
  • It is the customers responsibility to choose a standard trackable service

What items are non-refundable?

  • All Sale items and items purchased during promotions cannot be refunded 
  • Books
  • Head Scarves
  • Lipsticks
  • LOVE LUNA Products - More information here
  • CINCH Products, any issues we must be contacted within 30 days
  • ETH-HAIR-EAL - 2 IN 1 STYLING CREAM
  • Swimwear without a hygiene sticker 

Can I refund or exchange my item during sale events and or promotions?

  • Unfortunately we cannot refund items purchased during sale events or promotions, or items that are reduced in price to clear, however you are able to exchange for the exact same item in a different size, if the item is not available we will email you and offer a credit note to be used against a future purchase.
  • If an item has been added free to your order and an exchange is not possible due to stock availability we will email you and offer a credit note to be used against a future purchase.

Are there any charges for returns?

  • You are responsible for return shipping charges
  • Original shipping charges are non-refundable

How much does it cost to start a return?

  • Returns must be made at your own cost. Please return using a standard trackable service.

What if i paid via Afterpay?

  • We refund the full amount of the item/s purchased less shipping amount regardless of payment method.

What if the wrong address has been entered?

  • Please contact us via email immediately so we can update your address prior to having your order dispatched.
  • For Australian orders -  If your order has been dispatched please contact Australia Post and see if they can update your address. In early stages this is possible  https://auspost.com.au/receiving/manage-deliveries-in-transit
  • If your item has been sent/delivered to an incorrect address that you entered at the checkout it will be returned back to us or held at a post office until it is returned back to us. Once this return to sender is complete we will contact you and provide you with a full refund back on to your original method of payment.

How do I start a return?

  • Click  here & enter your order number and email address
  • Follow the screen instructions and select the items you want to return
  • You will get a confirmation email with shipping guidelines

START MY RETURN

Still have questions? Email us at support@queenthelabel.com.au with your full name, order number and we will get back to you shortly.