Last updated: October 2026
At Fashion Queen Royalty, we want you to feel confident when shopping with us.
If you are not completely satisfied with your purchase, this Returns & Refunds Policy explains the options available to you, including cancellations, returns, refunds and your statutory consumer rights.
This policy applies to purchases made through:
https://fashionqueenroyalty.com/
This policy should be read together with our Terms & Conditions, Privacy Policy, Cookies Policy and Shipping & Delivery Policy.
Nothing in this policy affects or limits any statutory rights you may have under applicable UK consumer protection law.
1. Your Statutory Right to Cancel
If you are a consumer purchasing products online in the UK, you generally have the legal right to cancel your order without giving a reason.
For most products, the cancellation period begins when the contract is entered into and ends 14 days after the day on which you receive the goods.
If your order consists of multiple products delivered separately, the cancellation period generally ends 14 days after you receive the last product.
You may exercise your cancellation right before receiving your order as well as during the applicable cancellation period.
2. How to Exercise Your Cancellation Right
To cancel an order, please contact Fashion Queen Royalty through the contact options available on our website and clearly communicate your decision to cancel.
You may provide your order number and relevant product details to help us identify the purchase.
You do not have to provide a reason for cancelling.
A clear written statement is sufficient to communicate your decision.
Once you have informed us that you are cancelling your order, you must return the relevant goods in accordance with the instructions provided by us.
3. Returning Products After Cancellation
If you exercise your statutory cancellation right, you must send the products back to us without undue delay and, in any event, within 14 days from the day on which you communicate your decision to cancel.
You should take reasonable care of the products while they are in your possession.
Where reasonably possible, products should be returned in suitable packaging to help prevent damage during transit.
You should retain proof of postage or other evidence that the returned products have been sent.
4. Condition of Returned Products
You may handle and inspect products to the extent necessary to establish their nature, characteristics and functionality.
However, you may be responsible for any diminished value resulting from handling beyond what would reasonably be permitted in a shop.
For fashion products, we recommend that you:
-
Try garments on with care;
-
Keep products clean and free from stains;
-
Avoid wearing products outside for purposes other than reasonable inspection;
-
Avoid washing or altering products before deciding whether to keep them;
-
Return products with original tags attached where possible;
-
Return products in suitable condition and packaging.
These recommendations do not remove or restrict any statutory rights you may have.
5. Hygiene and Sealed Products
Certain products may be excluded from the statutory right to cancel where permitted by law.
This may include sealed goods that are not suitable for return for reasons of health protection or hygiene if they have been unsealed after delivery.
Where a product falls within a legal exception to the cancellation right, this will be communicated where required.
The mere fact that a product has been removed from its packaging does not automatically mean that the cancellation right is lost. The specific circumstances and applicable legal requirements will determine whether an exception applies.
6. Products Made to Your Specifications
The statutory cancellation right may not apply to goods made to your specifications or clearly personalised where an applicable legal exception applies.
Fashion Queen Royalty may identify such products or circumstances on the relevant product page before purchase where appropriate.
7. Faulty, Damaged or Incorrect Products
If you receive a product that is faulty, damaged, not as described or different from the product you ordered, please contact us as soon as reasonably possible.
Please provide relevant information about the issue and, where appropriate, photographs that help us assess the problem.
You may have statutory rights to:
-
A repair;
-
A replacement;
-
A price reduction;
-
A refund.
The remedy available will depend on the circumstances and applicable consumer law.
You do not lose your statutory rights simply because the relevant product was purchased during a sale or promotional period.
8. Products That Become Faulty
Consumer rights relating to faulty products may continue after the standard cancellation period has expired.
If a product develops a fault, please contact us so that we can assess the issue and determine the appropriate remedy under applicable consumer law.
Depending on the circumstances, you may have rights under the Consumer Rights Act 2015 and other applicable legislation.
9. Refunds for Cancelled Orders
Where you validly exercise your statutory cancellation right, we will refund payments received from you for the relevant order, including the applicable standard delivery charge.
We will not necessarily refund additional delivery costs where you selected a more expensive delivery option than the least expensive standard delivery method offered by us.
Refunds will normally be made using the same payment method used for the original transaction, unless you expressly agree to another method.
You will not be charged a fee for receiving a refund.
10. Timing of Refunds
Where you cancel a contract, we will process your refund without undue delay.
We may withhold reimbursement until we have received the returned goods or you have provided evidence that the goods have been sent back, whichever occurs earlier, unless applicable law requires otherwise.
Once a refund has been processed, the time it takes for the funds to appear in your account may depend on your payment provider or bank.
11. Return Delivery Costs
Where you exercise the statutory right to cancel, you may generally be responsible for the direct cost of returning the goods unless we have agreed otherwise or applicable law requires us to bear those costs.
Where a product is faulty, damaged, incorrect or does not conform to the contract, the applicable legal rules regarding return costs will apply.
We will not seek to make you bear costs that applicable consumer law requires us to cover.
12. Partial Returns
If you purchased multiple products as part of a single order, you may be able to cancel or return individual products where permitted by law.
Where only part of an order is cancelled, the refund will generally relate to the products concerned and any delivery costs that are legally refundable.
The circumstances of each order may affect how delivery charges are treated.
13. Promotional and Sale Items
Products purchased during a sale or promotional period may be returned or cancelled in accordance with the same statutory consumer rights that apply to other products.
A reduced price does not remove your legal rights.
Where a promotional offer included multiple products or depended on purchasing a certain combination of products, the refund may need to take the terms of that promotion into account, subject always to your statutory rights.
14. Exchanges
Where available, we may offer an exchange for an alternative size, colour or product.
An exchange is not a replacement for your statutory cancellation rights or other legal remedies.
If an exchange is not available or appropriate, you may still have the right to cancel, return the product or request another remedy where applicable.
15. Gift Purchases
Where a product has been purchased as a gift, the statutory rights of the person who entered into the purchase contract remain with the purchaser.
If you are returning a gift on behalf of the purchaser, additional information may be required to identify the original order.
16. Items Not Received
If your order has not arrived within the expected delivery timeframe, please contact us through the contact options available on our website.
We may investigate the delivery with the relevant delivery provider.
Where an order is confirmed as lost or cannot reasonably be delivered, we will take appropriate action in accordance with applicable consumer law.
Nothing in this section limits your statutory rights regarding delivery.
17. Incorrect Delivery Address
Please check your delivery information carefully before completing your purchase.
If you provide an incorrect or incomplete delivery address, contact us as soon as possible.
If the order has not yet been dispatched, we may be able to update the delivery information.
Once an order has been dispatched, we may be unable to change the delivery address.
Any consequences resulting from an incorrect address supplied by the customer will be assessed according to the circumstances and applicable law.
18. Items Damaged During Return
Customers are responsible for taking reasonable care of products while returning them.
We recommend using suitable packaging and obtaining proof of postage.
If a product is damaged during return because it was inadequately packaged, this may affect the assessment of the return where the damage was caused by handling beyond what is reasonably necessary.
This does not affect your statutory rights where the product was already faulty or damaged before it was returned.
19. Unwanted or Unused Products
For products returned under the statutory cancellation right, you may handle the goods only to the extent necessary to establish their nature, characteristics and functionality.
If a product has been used or handled beyond this level and its value has consequently diminished, we may be entitled to make a deduction from the refund to reflect that diminished value, where permitted by law.
We will not make deductions that are prohibited by applicable consumer protection legislation.
20. Refunds for Faulty or Incorrect Products
Where you are legally entitled to a refund because a product is faulty, damaged, incorrect or otherwise does not conform to the contract, we will process the refund in accordance with the applicable legal requirements.
Depending on the circumstances, this may include reimbursement of reasonable return costs where the law requires us to cover them.
21. Refused or Returned-to-Sender Parcels
If an order is returned to us because delivery was refused, the delivery address was incorrect, or the parcel was not collected from a collection point, please contact us so that we can determine the appropriate next step.
Where the circumstances amount to a valid cancellation under applicable law, your statutory rights will continue to apply.
Any refund or redelivery arrangements will be handled according to the circumstances and applicable legal requirements.
22. How to Contact Us About a Return or Refund
If you wish to cancel an order, request a return, report a faulty product or enquire about a refund, please contact Fashion Queen Royalty through the contact options available on our website.
When contacting us, we recommend providing:
-
Your order number;
-
The name used for the order;
-
The product concerned;
-
A brief description of the reason for contacting us;
-
Photographs where relevant.
Providing this information can help us process your request more efficiently.
23. Consumer Rights Remain Unaffected
Nothing in this Returns & Refunds Policy is intended to exclude, restrict or replace any statutory rights available to consumers under UK law.
This includes rights relating to:
-
Cancellation of online purchases;
-
Faulty goods;
-
Goods not being as described;
-
Goods not being fit for purpose;
-
Goods not being of satisfactory quality;
-
Delivery;
-
Refunds and other statutory remedies.
Where this policy conflicts with a mandatory consumer protection requirement, the applicable legal requirement will take precedence.
24. Changes to This Returns & Refunds Policy
We may update this Returns & Refunds Policy from time to time to reflect changes to our business, website, procedures or applicable laws.
Any updated version will be published on this page with a revised "Last updated" date.
Changes to this policy will not remove or reduce statutory rights that apply to purchases already made.
25. Contacting Us
If you have any questions regarding returns, refunds, cancellations or faulty products, please contact Fashion Queen Royalty through the contact options available on our website.
We will take reasonable steps to assist you and handle your request in accordance with our policies and applicable consumer protection law.