Last updated: August 2026
At The Fashion Queen, we want you to be happy with your purchase. If you are not completely satisfied with your order, please contact us and we will do our best to resolve the issue.
1. Returns
Customers in the United Kingdom generally have the right to cancel an online order within 14 days of receiving the goods, without having to provide a reason, subject to applicable legal exceptions.
After notifying us of your decision to cancel, the goods should be returned within the applicable period.
Returned items should be:
- Unworn and unused
- In their original condition
- Free from damage, stains, makeup, perfume or other signs of use
- Returned with original packaging, where reasonably possible
- Returned with any tags or labels still attached, where applicable
We reserve the right to reduce a refund where goods have been handled beyond what is reasonably necessary to establish their nature, characteristics and functionality, in accordance with applicable law.
2. Items That Cannot Be Returned
Certain items may be excluded from cancellation or return where permitted by applicable law, including goods that are:
- Made to the customer's specifications or clearly personalised
- Sealed goods that are not suitable for return for health or hygiene reasons once unsealed
- Other goods that are legally excluded from cancellation rights
Any applicable exceptions will be communicated to the customer where relevant.
3. Faulty, Damaged or Incorrect Items
If your item arrives damaged, defective or incorrect, please contact us as soon as possible.
Please provide:
- Your order number
- A description of the problem
- Clear photographs or videos showing the issue, where appropriate
We will review the situation and, where required by applicable law, offer an appropriate remedy, which may include a replacement, repair or refund.
4. How to Request a Return
To request a return or cancellation, please contact us at:
Email: [YOUR CUSTOMER SERVICE EMAIL]
Please include your order number and explain the reason for your request, if applicable.
We will provide you with the return instructions when necessary.
Do not send products to the return address printed on the original package unless we have specifically instructed you to do so.
5. Return Shipping Costs
Where you are exercising a statutory cancellation right, you may generally be responsible for the direct cost of returning the goods unless we have agreed to cover those costs or applicable law requires otherwise.
If an item is faulty, damaged or incorrect, The Fashion Queen will handle the return costs in accordance with applicable law.
6. Refunds
Once we receive the returned goods, or you provide evidence that you have sent them back where applicable, we will process your refund in accordance with applicable law.
Refunds will normally be made using the same payment method used for the original purchase, unless otherwise agreed.
For statutory cancellations, we will generally refund the payments received from you, including the applicable standard delivery charge. Where permitted by law, we may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent them back.
7. Refund Processing Time
After your return has been approved and the refund has been processed, the time it takes for the funds to appear in your account may depend on your bank or payment provider.
We are not responsible for delays caused by banks, card issuers or payment processors.
8. Exchanges
We do not guarantee direct exchanges for different sizes, colours or products.
If you wish to change an item, you may need to return the original item and place a new order, subject to applicable law and product availability.
9. Sale Items
Sale and promotional items are subject to the same statutory consumer rights as full-price items.
A discount or promotional price does not remove your legal rights regarding faulty, damaged or incorrectly supplied goods.
10. Consumer Rights
Nothing in this policy is intended to limit or exclude any rights you may have under applicable UK consumer protection law.
Where your legal rights provide a remedy that differs from this policy, your legal rights will apply.