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Frequently Asked Questions

We are fresh new brand in fashion industry. We work so hard to develop this queenielondon unique online clothing brand.

We believe to deliver you latest future fashion on online market.Our all garments makes you looks very elegant and younger look.

Our hard working team are always trying to give best magazine look.Once you login into our queenielondon website it will show you more trendy garments & other fashionable accessory.

Our aim is towards customer to give them more personal approach to online shopping.

Queenielondon is established itself as almost visit destination for on trend fashion.

We are dedicating to bringing the finest & latest catwalk fashion on online at very affordable prices.

Our brand will make you stand out in any crowd. We doing best for our customers satisfaction is achieve in all areas.

The queenielondon is online brand, was created in heart of fashion city which is called London.

We would like to make this queenielondon brand as worldwide brand to help and support of our entire online customer.

Lets we make this dream live to the online world. So our all customers will make proud to be our queenielondon family.Our team & hearts belongs to our customer. We will never make you disappoint.

HOW DO I SET UP AN ACCOUNT?
An account is set up for you automatically when you make your first purchase. Please note registering to our newsletter does not set up an account. You will be asked to select a password of your choice when you are setting up an account.

I CANNOT LOGIN - I AM A NEW CUSTOMER
Have you set up an account yet? If not set it up here Remember if you have registered for our newsletter this is not the same as setting up an account. If you have registered already simply login

I CANNOT LOGIN - I AM AN EXISTING CUSTOMER
If you have made a purchase on Queenie London previously, please ensure that you are logging in using the same email address and password that you used to register with us.

Your password can be reset if you have forgotten this - just click the link for forgotten password on the login page. An email containing a link will be sent to the email you registered with. We advise you check your junk mail folder incase this email does not reach your inbox.

If you are still unable to login, please contact is stating which email address you are using to login. In some cases there have been typing errors when an account is first created. Contact - us info@queenielondonshop.com. This email is monitored 7 days a week.

I HAVE FORGOTTEN MY PASSWORD
Simply click the link for forgotten password on the login page or my account. You will get an email containing a link in your inbox. Click to reset your password. Also check your junk mail box as all computers have individual security settings. We do not store your password details.

If you are still having trouble logging in please let us know as soon as possible as in some cases when an account has been set up there has been a typo error, which has caused issues with future logins. This is simple to remedy just email us with your email address you registered with and a brief outline of your issue. Email info@queenielondonshop.com.

HOW DO I USE MY DISCOUNT/PROMOTIONAL CODE?
You will be prompted during the checkout process to input any promotional codes in the relevant box. If valid your discount will be applied to your basket.

WHY IS MY VOUCHER CODE NOT WORKING?
Your promotional/voucher code will have limitations maybe an expiry date, minimum spend or a usage limit. Check your promotional/voucher code has not expired. Check if the code has been inputted correctly your code will be case sensitive.

Please do always check that your discount has been applied before you complete your order. We are unable to apply discounts to your order once your order has been placed. If you are having difficulty processing your discount code please contact us for assistance - Email info@queenielondonshop.com

WHERE CAN I GET CEME LONDON PROMOTIONAL/VOUCHER CODES?
• Register to our newsletter and get 10% off your first order
• Join us on Facebook and twitter

From time to time we will release special codes for affiliates however we are not responsible for the any codes on these sites and any unauthorized sites that are no longer valid. We have lots of special offers and discounts for our customers so do keep an eye on our website for the latest offers; registering to our newsletter and liking us on facebook will keep you updated.

CAN I USE MORE THAN ONE PROMOTIONAL CODE/VOUCHER WITH MY ORDER?
You are only able to use one promotional code/voucher per transaction. The last code used will the code applied. Please ensure you check the correct code has been applied before you confirm and place your order as changes cannot be made once confirmed.

I FORGOT TO ADD MY PROMOTIONAL/VOUCHER CODE CAN MY DISCOUNT BE APPLIED AFTER I HAVE PLACED MY ORDER?
Unfortunately once you have placed your order we are unable to apply any discount codes. You are able to use the code for future purchases subject to the expiry date and usage limitations.

Please always check your discount has been applied before confirming your order. If you have had difficulty applying a valid code please contact us and we will certainly assist and resolve this accordingly.

DO YOU OFFER STUDENT DISCOUNTS?
Unfortunately we do not currently offer a student discount however this may change so do visit us regularly to check. Register to our newsletter or facebook page to be kept updated.
I AM HAVING PROBLEMS WITH THE WEBSITE WHAT DO I DO?
Click here(Technical Issue - Les add the bottom link )and submit your issue. You will be prompted Or you can contact our technical team via customer services info@queenielondonshop.com.

WHAT ARE COOKIES?
A cookie is a small text file stored by your web browser on your computer or mobile phone's hard drive. Some cookies are essential for the website to work for example to remember what you have added to your basket while you browse the site.

DO I NEED TO ENABLE COOKIES TO SHOP ON WWW.QUEENIIELONDONSHOP.COM?
Yes - They are useful because they help us to provide you with relevant information, such as remembering what you have in your wish list or basket when you return to our site.

HOW DO I DISABLE COOKIES?
The cookies from our site only remain on your computer for 30 days and after this time they will automatically be deleted from your browser.

If however you wish to delete a cookie sooner than the 30 days you can do so. Each browser eg safari, chrome, Mozilla is individual and to delete cookies look for privacy settings and the option to delete cookies. You can select from here either to delete all cookies (most sites now use cookies) or delete specific ones. We are happy to help if you get stuck. Contact info@queenielondonshop.com.

HOW DO I PLACE AN ORDER?
When you find the item you love simply select the colour, size and quantity you want and click add to bag.

You can continue shopping for as long as you need and when you are ready to complete your purchase just click checkout.

You will be prompted here to either login, register or add any promotional codes you may have.

You will also be asked to fill out your billing and delivery address and method of payment

Once your order has been placed do lookout for your confirmation email in your inbox soon after.

CAN I PLACE MY ORDER BY PHONE?
We do request that you first try online as member discounts are applied online. However should you have difficulty with this process we are happy to take your order via telephone.

AN ITEM IS OUT OF STOCK CAN I ENQUIRE IF YOU WILL GET MORE STOCK?
Yes you can do this 2 ways.Either click the Enquire button which will submit your request. This can be found on the prduct page you are enquiring about. Alternatively you can email us to enquire - support@queenielondonshop.com . Remember to give us as many details as you can.

WHEN I PUT SOMETHING IN MY SHOPPING BAG, DOES IT GUARANTEE I HAVE THE MERCHANDISE?
You will need to checkout to guarantee that you will have the items in your basket. Unfortunately if another customer has the same item in their basket and checks out before you the item will show as unavailable/sold-out when you go to checkout. We know this can be very disappointing.

I HAVE NOT RECEIVED AN ORDER CONFIRMATION
Please email us - info@queenielondonshop.com

Do also check your junk mail folder incase it has landed there, this can occasionally happen. In rare cases a typo error has occurred when you have placed your order, this can be easily resolved by contacting us via email.

HOW DO I AMEND MY ORDER OR CANCEL IT?
An order can only be amended or cancelled prior to dispatch. Once the order has been dispatched we are unable to make any changes.

Please contact us immediately via email - info@queenielondonshop.com stating your request/changes and we will be happy to assist.

I HAVE ADDED THE WRONG DELIVERY ADDRESS I NEED TO CHANGE THIS
As long as you let us know before your order has been dispatched we can change your shipping address. Email info@queenielondonshop.com

HOW DO I CHANGE MY PERSONAL DETAILS?
You can do this through your account setting. Just log-in to your account and on the left side navigation you will find all the options you need to make any changes.
HOW CAN I PAY FOR MY ORDER?
PayPal

DO YOU ACCEPT PAYPAL?
Yes, we have found this to be a great way for customers to pay as the process is so simple - especially international orders.

You will be able to decide when you confirm your order how you would like to pay.

Click PayPal and you will be taken to the PayPal site where you complete your order.

If you do not have a PayPal account, we suggest you set this up at least 48 hours before placing your order to ensure your account has been set up prior to placing your order. This will save you any delays.

I CAN NOT COMPLETE MY ORDER - ISSUES WITH PAYMENT
Please contact us and we will try to help resolve this issue for you info@queenielondonshop.com.Please note NEVER email over card details, as we will never request these via email.

WILL I BE CHARGED CUSTOMS AND VAT/TAXES?
All our products include UK VAT where applicable. Countries outside of the EU may incur customs and duty taxes applicable by the country of destination. Queenie London does not apply these charges. Please refer to your county's duty and taxes thresh hold. E.g. no duty and taxes are applicable in Australia for imports under $1000. Each country has its own individual import threshold. These charges are applied when your order reaches the country destination.

PREORDERS- WHEN WILL I BE CHARGED?
When a pre order is placed you will be charged at the point of sale when you confirm your order. We will keep you updated about the status of your preorder.

You can cancel your preorder at any time and we will refund your payment method as requested. Contact - info@queenielondonshop.com our offices are open Mon-Fri 9am-6.30pm. Emails will be accessed 7 days a week and support available. Please always state your order number.

HOW SAFE IS YOUR SITE TO USE?
We understand your concerns and know how important it is for you to know you are using a site that is reputable. Your security is very important to us. When you place an order with Queenie London we take great care to protect your privacy and identity by never passing on your details to a third party.

We work with Secure Code and Sagepay - both PCI compliant to the highest security level to ensure your payment details are never compromised. We never keep your payment details on record in compliance with all PCI requirements.

DELIVERY TIMES AND CHARGES
Delivery UK and Ireland

International Delivery

DO YOU SHIP TO PO BOXES OR MILITARY APO/FPO ADDRESSES?
Unfortunately we are currently unable to ship to Military APO/FPO addresses. This may change however so please do check back with us.

HOW DO I TRACK MY ORDER?
You can do this by logging into your account which is located on the right top corner of the website. Enter your email address and password you registered with and this will take you to your account where you can check the status of your order and all details Or follow the link on the despatch confirmation email sent to you when your order was despatched.

WHEN WILL I RECEIVE MY ORDER?
This will vary on the delivery address location and country zone. Please refer to our delivery guidelines for more information.

WHY IS A SIGNATURE REQUIRED?
This ensures that your package reaches YOU safely. The postman or courier is happy to leave the package with your neighbour at your request however he is unable to leave it in the garage or side gate. If you are not in he will leave a calling card and you can rearrange delivery.

We are happy to deliver your package to your place of work to ensure you never miss your delivery.

WHAT HAPPENS IF MY ORDER ARRIVES AND I AM NOT IN?
The postman or courier will leave a calling card stating if he has left your package with a neighbour or how you can rearrange delivery. Royal mail packages can be collected from the post office stated on the card or a redelivery arranged.

UPS and Royal Mail will make 3 attempts to deliver your parcel and will only hold your package up to 10 days. After which time it will be returned to us. Should this occur you will be charged the initial shipping fee as well as the return fee. Your order will be refunded and these charges applied.

Royal Mail are unable to redeliver to a different address. UPS can accommodate please arrange this directly with UPS once a calling card has been delivered.

WHY CAN'T YOU LEAVE MY PACKAGE IN MY PACKAGE IN MY SIDE ENTRANCE/GARAGE ETC?
You can have your package delivered to a neighbour or to work where there will be someone you trust that can sign for your parcel.

All our packages require a signature, which is also assurance for both of us that your package reaches you safely and has not got lost along the way. Leaving a package in these areas will mean a signature has not been obtained and if stolen will cause much confusion. Therefore we never leave packages in these areas even if requested.
HOW DO I REQUEST A RETURN? UK AND IRELAND.
Please ensure all tags are attached and garments are returned in the original packaging and condition. Items returned without tags or not in the original sold condition will not be exchanged or refunded and returned.

Please ensure your return is securely wrapped preferably in the original packaging.

We have enclosed a return address label with your package. This is not a prepaid label and you will need to pay for your return at the post office.

Take your parcel to your local post office or chosen shipper. We suggest you always use minimum- 2nd class SIGNED FOR service (UK) and always obtain a proof of postage receipt from the cashier and retain this until you have received your refund. Without this receipt if a parcel is lost in transit you will not be able to track your package or make a claim with the courier for any losses. Once your parcel has reached us we will email you and confirm your refund or exchange as requested. Please allow up to 3-5 working days for your parcel to reach us (UK customers) and 4-7 days for a refund to reach your account. If for any reason you have not received your refund or an email from us within 10 days please contact us and we will investigate further immediately.Contact Us

INTERNATIONAL CUSTOMERS - WANT TO RETURN SOMETHING?
We appreciate orders take longer to reach you therefore we request you notify us via email - info@queenielondonshop.com that you will be issuing a return within 7 days of receiving the goods. Please note you are responsible for the cost of your return as currently we are unable to offer a free returns service.

We advise that you use a tracked, sign for service and clearly mark the goods as UK/EU returned goods with no value. This will avoid your parcel being delayed in customs. We understand that international returns may take longer to reach us and depends on the service used and location it is coming from. We therefore advise you to wait up to 14 days before contacting us if you have any concerns.

Returning Packages:
•Please ensure all tags are attached and garments are returned in the original packaging and condition. Items returned without tags or not in the original sold condition will not be exchanged or refunded.
•Ensure your return is securely wrapped preferably in the original packaging.
•We have enclosed a return address label with your package. This is not a prepaid label and you will need to pay at the post office. On receipt we will notify you when your return reaches us and issue a refund or exchange as requested.

OUR RETURNS ADDRESS
Queenie London Shop Returns Department

I HAVE RECEIVED A FAULTY ITEM WHAT DO I DO
We are very sorry for this inconveneice. Please contact us immediately email info@queenielondonshop.com and we will be happy to assist you in resolving this issue.

I HAVE RECEIVED AN INCORRECT ITEM WHAT DO I DO?
We are so sorry - Please contact us immediately email info@queenielondonshop.com and we will be happy to assist you in resolving this issue.

HOW LONG BEFORE I RECEIVE A REFUND?
Once your return reaches our warehouse, we will notify you via email that it has reached us and a refund or exchange has been applied. Please allow 4-7 days for a refund to reach your payment account.

If for any reason you have not received your refund or an email confirmation from us within 10 days please contact us and we will investigate further.

Will my return postage be refunded?
You can have your package delivered to a neighbour or to work where there will be someone you trust that can sign for your parcel.

All our packages require a signature, which is also assurance for both of us that your package reaches you safely and has not got lost along the way. Leaving a package in these areas will mean a signature has not been obtained and if stolen will cause much confusion. Therefore we never leave packages in these areas even if requested.

HOW DO I REQUEST AN EXCHANGE?
It is the same process as a return however when you fill in the form please state the item you require is an exchange. We will notify you when your exchange is on its way.

Please ensure all tags are attached and garments are returned in the original packaging and condition. Items returned without tags or not in the original sold condition will not be exchanged or refunded.

We have enclosed a return address label with your package. This is not a prepaid label and you will need to pay at the post office.

Take your parcel to your local post office. We suggest you always use 2nd class SIGNED FOR service (UK) and always obtain a proof of postage receipt from the cashier and retain this until you have received your refund. Without this receipt if a parcel is lost in transit you will not be able to track it nor make a claim with the courier you use.

ARE THERE ANY ADDITIONAL CHARGES FOR EXCHANGES?
There are no shipping charges for UK exchanges however international orders will incur a delivery charge for exchanges. Please contact usfor further information.
SIZE GUIDES AND CARE INSTRUCTIONS
Size guides and care instructions

HOW DO I SUBSCRIBE TO NEWSLETTERS?
That's easy let me show you - Click here

HOW DO I UNSUBSCRIBE FROM NEWSLETTERS?
You can do this through your account by simply logging in if you have an account. Or you can click the unsubscribe link at the bottom of any newsletter you receive from us.
Customer services will also assist if you email them your subscribed email address with your request. Contact info@queenielondonshop.com

HOW SAFE IS MY PERSONAL INFORMATION?
When you place an order with Queenie London we take great care to protect your privacy and identity by never passing on your details to a third party.

HAVEN'T FOUND AN ANSWER?
Contact Us

ORDER

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Express delivery withing 3 days
 

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