FREE SHIPPING
Free shipping is not available during Black Friday.
STORE CREDIT / DISCOUNT CODES
Store Credit / Discount Codes can’t be used on bundles and are not valid on sale items.
Store credit is only available on full-priced items. Unfortunately, everything is already hugely discounted. Discounts cannot be used in conjunction or alongside any other discounts or promotions.
Furthermore, discount codes are not applicable retrospectively. If somehow a discount code has been used, Queens Cosmetics reserves the right to cancel this order.
Our Welcome 15% discount applies to full-priced items only. It does not apply to bundles & deals or sale items and can only be used once. This discount cannot be used during the Black Friday period.
RESPONSE TIME
Due to the huge influx of orders, our customer service team will be trying their utmost best to get back to you. We suggest a 72-hour response time. Our team is working 7 days a week to meet the demand of our Queens Cosmetics customers, but of course, each customer needs to receive service, so delays may be possible. Please avoid sending multiple emails, as the emails are responded to from the latest to the earliest. If a new email is sent, this will push your response further down, delaying the response time.
PACKING ERRORS
If you receive a packing error, you must keep all your packaging. Please take a picture of what you received, including your packing slip (this is usually inside your box), the outer packaging, and all products received. Without this information, we are unable to assist, so it is crucial you keep hold of this for our customer service reps to resolve as quickly as possible.
Upon receiving the incorrect item or item quantity, please email our customer service team at help@queenscosmetics.co.uk and include your order number, an image of the order you received, and an image of the packing slip included in your order (a white label).
Please note that if your order has been signed and checked for quantity with the correct signing, we hold the right to not offer a refund/exchange. This will be down to the interpretation of our customer service team.
We will need you to return the incorrect items back to us in order for us to re-dispatch your order. We provide free returns. Please ensure no products are used or opened if incorrect, as we will be unable to resolve this.
WHY HAS MY ORDER BEEN CANCELLED?
If our website flags your order as fraudulent for any reason, Queens Cosmetics reserves the right to cancel your order without hesitation. We may also cancel your order if a product is out of stock due to fault, broken, or missing.
MY ORDER HAS BEEN RETURNED
If for whatever reason your parcel makes its way back to us (for example, wrong postal address, no one being home to collect the package, or the item not being redirected after being at the post office), you will need to cover the extra fee of £2.50 to have your items re-shipped to you. This is due to the shipment payment already being taken and us having to reprint a new shipment label, which comes at an extra charge. Alternatively, we can process a refund for your order, minus the shipping fee, but only once the order arrives back to us.
INTERNATIONAL ORDERS
International orders are not always guaranteed during this time and could take up to 30 days to arrive with you.
We are also not responsible for the package once it has left our warehouse, and any issues will have to be dealt with via the courier service. Items being stopped at customs are again out of our control, so any international orders placed during this time should be made with caution regarding the delivery time frame.
CAN I CHANGE MY ORDER?
Once an order has been placed, this cannot be amended manually, including adding or cancelling a product. Please take extra care when ordering. This is because labels are continuously printed, and with the high influx of orders, we are unable to alter or change the contents.
Change of address cannot be done after your order has been placed. So please be extra cautious when placing your order.
MARKED AS DELIVERED
If your parcel is marked as delivered and you have not received your Queens Cosmetics package, we would recommend checking with your neighbours to ensure nobody has taken in your parcel by mistake. If the parcel is not to be found, we will need to raise a claim. A claim can take up to 30 days for a solution.
We are unable to resend/refund until we have an outcome from the courier service. We will keep you updated throughout the communication of the claim. This is something that is completely out of our control, so please bear this in mind when contacting our customer service team.
DISPATCH
If you order during Black Friday, please note this could take up to 2 weeks for us to dispatch your parcel. This is due to the large influx of orders. Our packing team is working around the clock to get parcels into your hands as quickly as possible, but we have no control over strikes, so unfortunately, this may affect the delay further.
Orders may take longer due to severe delays with our couriers as a result of ongoing strikes. Shipping costs will not be reimbursed by Queens Cosmetics should any shipping delays take place, as this is out of our internal control.
Please take this into consideration as we cannot guarantee delivery before Christmas in some circumstances.
COMMUNICATION
Please avoid sending more than one email at any one time, as this can delay our responses. It will push your request to the back of the queue, making it take longer for us to resolve your issue.
CAN I RETURN?
Due to hygiene reasons, we are unable to accept any returns on cosmetics. Anything purchased as a sale item is non-refundable. Items purchased in the Black Friday sale are non-returnable, non-exchangeable, and non-refundable. Once the parcel has been opened, all Black Friday rules and regulations will apply. Moreover, as per our usual terms and conditions, if you feel the product does not work for you due to personal preference, your right as a consumer to change your mind does not apply.
Please take this into consideration when placing an order during this time.
MY ITEM HAS BEEN MISHANDLED
Any items that are received damaged, we unfortunately cannot be held responsible for. All items are sent from our warehouse in A-grade condition, so any damage to the item will most likely be a result of mishandling during delivery. Due to these items being discounted, we cannot offer any exchanges or refunds, including percentage refunds. In this instance, we advise reaching out to the courier service regarding this.
CUSTOMS
Unfortunately, customs charges are completely out of our control. You will be responsible for payment of any such import duties and taxes. Please contact your local customs office for further information before placing your order.
All orders placed on www.queenscosmetics.co.uk will be delivered via our courier, Royal Mail, unless stated otherwise. Queens Cosmetics has the right to alter any prices regarding shipping and delivery. However, this will always be notified to you prior to completion of your order.
Moreover, as stated above, some of our international customers may incur a customs charge depending on the customs protocol of the country.
Unfortunately, customs charges are completely out of our control, and we are unable to compensate for this inconvenience. You will be responsible for the payment of any such import duties and taxes. Please contact your local customs office for further information before placing your order.
Furthermore, any items sent out that incur a customs fee, you will be responsible for the payment. Again, we advise contacting your local customs office beforehand to avoid disappointment, as we have no control over these charges, and we cannot predict their amounts.
COMPLAINTS PROCEDURE
If for any reason you wish to make a complaint, please use the following. Please put your complaint into an email and send it to help@queenscosmetics.co.uk.
We ask that you allow up to 72 hours for the complaint to be acknowledged. We may take up to 28 days to fully resolve your complaint, which could include asking you for any evidence you may have.
If at any point during the 28 days you post anything on social media platforms that could be detrimental to Queens Cosmetics, this could jeopardise your complaint, resulting in it being rejected and unresolved.