Shipping & Return Policy

 

What's the status of my order?

Please email us at support@queencosmetics.store for a pre-tracking status update.

How long are processing times?

All orders placed during business days will ship within 24 hours from the time they were placed. There may be times during the holiday season where we experience longer delays which can cause processing times to increase to 3-5 business days. Once your order ships you will see your tracking number update and it will arrive approximately within the selected shipping method you chose during checkout. (Ex: priority mail 1-3 business days)

 

I need to change my address

Please email us at support@queencosmetics.store with the words "change address" in the subject line within 24 hours. We will be able to update the address as long as you email within 24 hours and the order was not placed from Friday 1pm est to Sunday 10pm est.

How do I cancel my order?

Please email us at support@queencosmetics.store with the word "cancel" in the subject line within 24 hours. Unfortunately, we cannot guarantee 100% that we will be able to cancel the order as we ship very quickly but we will do our best. If you receive the package and still wanted to cancel your order, we will provide a return shipping label as long as the package is unopened.

 

Which shipping couriers do you use?

We currently ship with USPS, UPS and Fedex.

 

Do you offer free shipping?

Standard shipping is free for all orders $45 USD or above in the United States unless there’s a sale happening. For orders under $45 in the United States, flat fee shipping is $5.


When will I receive my order?

Our processing times are 24 hours. Once shipped, they will be shipped through the selected method. We do not ship on weekends or major holidays. Standard shipping usually takes 3-7 business days and Priority mail usually takes 1-3 business days until delivery. Once the carrier accepts and scans the package, you will receive a confirmation through the phone/email provided and will be updated to receive notifications on arrival time.

Orders marked delivered but not received

We understand that receiving your order in a timely and accurate manner is of utmost importance to you. However, there may be instances where an order is marked as "delivered" but is not received by the customer. We have established the following policy to address such situations and to ensure your satisfaction. 

If you receive a notification that your order has been marked as "delivered" but you have not received it, we recommend following these steps:

  • Wait: Sometimes, carriers mark packages as delivered ahead of time. Give it a few hours or until the end of the day in case the package is delivered later.

  • Check with Neighbors: Contact your neighbors to inquire if the package was mistakenly delivered to them.

  • Contact Carrier: Get in touch with the carrier (e.g., USPS, FedEx, UPS) responsible for the delivery. Provide your tracking number and inquire about the delivery status.

We are committed to assisting you throughout this process. If your efforts to locate the package are unsuccessful, we recommend taking the following steps:

  • Contact Us: Reach out to our customer support team. We will work diligently to gather relevant information and assist you in coordinating with the carrier.

  • Initiate Investigation: We will initiate an investigation on your behalf to determine the whereabouts of the package and to ensure that the delivery was made accurately.

  • Provide Updates: We will keep you informed about the progress of the investigation and any developments related to your order.

3. Route Insurance Protection: To simplify the process and provide you with added peace of mind, we strongly recommend considering our route insurance protection option for your orders. Route insurance offers coverage against lost, damaged, or stolen packages during transit. This coverage can expedite the resolution process in case of any delivery issues and minimize any inconvenience caused to you.

By choosing our route insurance protection, you can expect the following benefits:

  • Expedited Investigations: If your insured package encounters any delivery issues, our team will prioritize the investigation process to resolve the matter promptly.

  • Hassle-Free Claims: In the unfortunate event that a package is lost, damaged, or stolen during transit, filing a claim will be simplified with the assistance of our dedicated support team.

  • Peace of Mind: With route insurance, you can shop with confidence, knowing that your orders are protected against unforeseen circumstances.

Please note that the decision to opt for route insurance protection is entirely voluntary. While we take every measure to ensure the accurate and timely delivery of your orders, route insurance offers an additional layer of protection and convenience.

 

What countries do you ship to?

We're currently shipping to the United States, as well as Puerto Rico, Alaska, and Hawaii. We also ship to Canada. Unfortunately, we cannot accept freight forwarding addresses.

 

What is our return and exchange policy?

We are happy to issue exchanges for products within 30 days of receiving your order. We can only do returns only if the product is unopened. For damaged products we can only do returns or exchanges within the 30 days after receiving your order. If you didn't like your Queen Cosmetics products for any reason, please don't hesitate to send us an email at support@queencosmetics.store. We unfortunately are unable to refund shipping fees. 

 

How can I do a return?

Please email us at support@queencosmetics.store and we'll make sure to help you with everything.

 

How long does it take to process a refund/return?

Returns are processed as fast as 2 days after receiving the product. Once we process the payment back to your original method you should see it reflect within 3-5 business days.