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FAQ

General

Do I need to create an account to order?

You can order as a guest. However, we recommend that you create an account for quick access to your history, order tracking, and to receive our latest news.

I dont remember my password

When you access the "My Account" page, you can click on "Forgot your password?". 

 

A new page will appear and you will only need to enter your email address to create a new password

What payment methods are accepted?

You can pay by PayPal, or by credit card: Mastercard, Visa, American Express, Discover, as well as several other types of cards.

Is this website secure?

All data exchanges made on the website, including payments are secured using SSL technology and transmitted directly to our payment provider. Your data are completely secure, and are not saved on our site.

Do your offer a payment plan?

Yes, go to the checkout page and there you can choose to pay with 'Klarna checkout', a payment plan can be made with the 'Klarna Pay Later' option. We got you =)

Orders

How to modify my order?

In order to modify your order, you can send us an email at info@beautyqween.com. An agent will answer you within 24 hours.  We will only be able to cancel the order if it has not already been prepared nor sent.

Can I cancel my order?

You can cancel your order as long as it has not been shipped. Due to the banking fees charged by our partners, even for canceled orders, we charge a cancellation fee of 10 to 20% depending on your method of payment.  If the order has already been shipped the shipping costs are not refundable, and the amount of the product will be refunded once you have returned it.

 

Please send us an email before sending back the product.

I have a doubt about my order

In case of problem with your order contact us immediately on the form below. Our team will answer you within 24 hours.

Shipping & Delivery

When will my order be processed?

All orders are handled and shipped out from our warehouses overseas. Please allow extra time for your order to be processed during holidays and sale seasons. 

We process orders between Monday and Friday. Orders will be processed within 1-2 business days from the order date and shipped the next day after the processing day. Please note that we don't ship on weekends. 

How long will it take to receive my order?

Please note that shipping times might be longer due to the COVID-19 situation. We do our best on our side to fulfill your order 24 to 48 hours after your payment has been processed. Since our products are not deemed as "Essential Goods/Medical Supplies", they do not get priority shipping. Therefore, delivery times vary between 12 days to 30 days - In some countries, it may take longer than 4 weeks due to the current situation.This out of our control and we apologize for any delays you may experience. Thank you for your understanding! If you have any other questions or concerns, feel free to contact us at any time. If you haven't received your tracking number by email, please contact us, so we can send it to you as well.

** Please note that all orders showing delivered status by the courier will be subject to replacement only, therefore ineligible for a refund. **

How to track my order?

You will receive the tracking number of your order and the link to follow up by email 48 hours after placing an order.

Do you ship to my country?

Our personalised products are available for worldwide delivery.

What are the shipping fees?

We offer free worldwide shipping on all of our products!

Returns

I received a faulty item

Uh oh, sorry about that. We’re happy to arrange a refund or replacement for you. Please contact us within 30 days of receipt of the item and we’ll get that sorted for you.

 

Email us at sales@beautyqween.com or hit us up on Live Chat below.

What are your return/exchange policy?

We have different rules for non-custom and custom products, so please read the below carefully.

 

Non-custom Products:
Faulty (sorry) or unwanted products can be returned within 30 days after delivery for a refund or replacement. Please ensure that your product is returned to us in its original packaging where possible.  We can’t accept unwanted products after 30 days.

 

Custom Products:
As this product is made especially for you, we can’t offer a refund like we do on our non-custom products. However, please get in touch with us within 30 days of delivery if you are unhappy with your item and we’ll do everything we can to get you a replacement that you are happy with.

 

Cost of returns:
You will need to cover the cost of the return. Please try to send your return via a tracked service as we can’t be held responsible for your return going missing in action.

Where do I send my returns?

Please contact our support team via email or Live Chat for the correct return address. As our products are fulfilled by various partners, the return address on your parcel might not be the closest (and cheapest) for you.

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