REFUND POLICY

Return and Exchange(s)

You may return ordered items within 14 days of receipt (excluding Gift Cards and customized products).

Please note that pierced earrings including earring pendants are non-returnable for reasons of hygiene and safety.

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To initiate a return, please follow these steps:

Step 1:
Email our customer service at cs@queenslumi.com and provide the following information:

1. Your order number

2. Item(s) to be returned/exchanged

3. Reasons for your return

Accepted Return Reasons:
1. The description on the website was not accurate
2. Ordered incorrect size
3. Style not as expected
4. Product arrived damaged
5. Dislike the color
6. Quality did not meet expectations
7. Delivery issues
8. Fit or size issues
10. Incorrect product received
11. Product discomfort

Our customer service specialists will then assist you by arranging the return for you.

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Step 2:

If you have chosen to return your unwanted item, please send the item you wish to return to the address by courier within 14 days.

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Please return the product in its original packaging materials and carton.

The item(s) will be collected by our courier service.

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Step 3:
Once we receive the returned item(s) along with the reason for the return, your online return will be processed. You will receive a confirmation email for your return, and the refund will be issued to the original payment method used for the order.

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Please note:
If the item(s) were received as a gift, the sender will automatically receive the refund.  Please be aware that we do not offer replacements or exchanges for products purchased online. Unwanted items must be returned according to our returns policy. To obtain the correct product, please place a new online order.  After processing your online return, you will receive a confirmation email, and the refund will be issued accordingly.  Please note that the customer should bear the shipping cost for returning the item to Queenslumi and be responsible for the safety of the delivery.

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Upon receipt of the return and confirmation of its original condition, we will promptly process your refund or exchange.

• If you opt for a refund, we will credit your original payment method within 7-14 working days.

• If you prefer an exchange, we will deliver the new item to the address of your original order within 7-14 working days.

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You will receive an email notification upon receipt of your return, as well as after the refund or exchange has been processed.  Please be aware that the time it takes for the refund to appear in your account, using the same credit card used for placing the order, will vary depending on your card issuing bank. For further details, please contact your bank directly.

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How long does it take for returns to be processed?

Once we receive your return package, we will register it and you will receive an email notification once the return is processed. The timing of the refund transmission will depend on the policies of your financial institution, typically taking 3-7 business days for the credit to reflect on the same payment method used for the order.  Please note that the entire return and refund process, from the date of postage, may take up to 3-4 weeks.