Refund policy

 

RETURN AND REFUND POLICY

At Queen of Sheba Luxe, we want you to be satisfied with your purchase. Please read our return and refund policy carefully before making a purchase.

Returns

To request a return, please contact us at support@queenofshebaluxe.com within 14 days of receiving your order.

Once your return request has been accepted, we will provide you with return instructions, including where and how the item should be returned. Please do not send an item back without first contacting us, as unauthorised returns may not be accepted.

Returned items should be in the condition in which they were received, with original tags, accessories and packaging where applicable. You may inspect and try on an item as you reasonably would in a shop, but we may be entitled to reduce a refund where handling beyond what is necessary has diminished the item's value, subject to applicable consumer law.

Please keep your receipt or other proof of purchase.

Return Shipping

For change-of-mind returns, customers may be responsible for the direct cost of returning the item where permitted by applicable law and where this was disclosed before purchase.

Please contact us before arranging return shipping. We will provide the appropriate return address and courier instructions. Do not return products directly to the address shown on a parcel without receiving return instructions from us first.

Where an item is faulty, damaged on arrival, or you receive the wrong item, please contact us promptly. Where required by applicable law, Queen of Sheba Luxe will cover the appropriate return costs.

Damaged, Defective or Incorrect Items

Please inspect your order when it arrives. If your item is damaged, defective or incorrect, contact us as soon as possible at support@queenofshebaluxe.com.

Please include your order number, a description of the issue and, where appropriate, clear photographs of the item and packaging. We will assess the issue and arrange an appropriate remedy in accordance with your legal rights.

Exceptions and Non-Returnable Items

Certain items may not qualify for change-of-mind returns where an exception is permitted by applicable consumer law, including certain personalised or made-to-order goods and sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed.

This does not affect your statutory rights where an item is faulty, damaged, not as described or otherwise does not conform to your legal rights.

Please contact us at support@queenofshebaluxe.com if you are unsure whether a particular item can be returned.

Exchanges

If you would like a different size, colour or item, please contact us first. Where a direct exchange is not available, the quickest option may be to return the eligible item and place a new order once the return has been accepted.

UK Cancellation Rights

If you are a consumer in the United Kingdom purchasing online, you generally have a legal right to cancel an eligible order within 14 days after receiving the goods, without giving a reason.

After notifying us of your cancellation, you generally have a further 14 days to return the goods.

These cancellation rights are subject to exceptions provided by law and are separate from your rights where goods are faulty, damaged or not as described.

European Union / EEA Consumer Rights

If your order is delivered to a country in the European Union or European Economic Area, you may have a statutory right to withdraw from an eligible distance purchase within the applicable legal cooling-off period, generally 14 days after receiving the goods, subject to applicable exceptions.

Nothing in this policy is intended to limit any mandatory consumer rights that apply to you.

International Returns, Duties and Customs

For returns from outside the country from which the item was dispatched, customs charges, duties or other cross-border return costs may arise. Please contact us before returning an international order so that we can provide the correct return instructions.

Customers should not send international returns without our authorisation and instructions.

Refunds

Once we receive and inspect your return, we will notify you about your refund.

Approved refunds will be made to your original payment method. We will process refunds within the time required by applicable law. For UK cancellations covered by the statutory cancellation right, this will generally be no later than 14 days after we receive the returned goods or, where applicable, satisfactory evidence that the goods have been sent back.

Where required by law, the basic/standard outbound delivery charge will also be refunded. Additional costs resulting from choosing a more expensive delivery method than our standard delivery option may not be refundable.

After we issue a refund, your bank or card provider may require additional time to process and display the refund in your account.

If you have not received an approved refund after a reasonable processing period, please contact us at support@queenofshebaluxe.com.

Contact Us

For any questions about returns or refunds, please contact:

Queen of Sheba Luxe
Email: support@queenofshebaluxe.com