FREQUENTLY ASKED QUESTIONS

 

RETURNS & REFUNDS: 

Do you allow refunds/returns?
No. All sales are final. Please refer to our Refund Policy. Please note, Qveen Studio reserves the right to refuse all returns.

ORDER ISSUES: 

How can I get in touch with your Customer Service team?
For customer service inquiries only, please E-mail support@qveenstudio.com. Please do not send multiple emails as this will place you at the end of the queue.

I emailed your Customer Service team. When should I expect a response?
We aim to respond to all E-mails within 48 hours. Please note that this timeframe may be extended during and immediately after launches.

I have not received my order confirmation, did my order go through?
Order confirmation emails may be delayed as a result of high order volume. Please contact our customer service team support@qveenstudio.com if you have not received your confirmation email 24 hours after your purchase.

Can I make changes to my order once it’s been placed?
Due to the extremely limited nature of our products, all sales are final. Orders can not be canceled, changed or modified once they have been placed. Please ensure all info is correct before submitting your order.

I have received my order and need some additional assistance.
Please contact our Customer Service Team support@qveenstudio.com to request a replacement for damaged products or report other issues with your order. We will review all issues that are submitted within 14 days of delivery of the package. Requests received after this time frame are no longer eligible for review. Customers must provide photos of any product/order issues. Please note that items shipped using a mail forwarding service are not eligible for replacement/exchange/refund of any kind.

DELIVERY

When will my package be delivered?
Processing time for orders is 3-5 business days (business days do not include weekends or holidays). These times may be extended during holidays, launches/restocks, limited edition releases and promotions. Once shipped, delivery time within the United States is 3-6 days and 10-21 business days internationally. We do not offer expedited shipping at this time. All orders are shipped via USPS. Please note, we are not responsible for any shipping deliveries that may be affected by, but not limited to, the following: customs, natural occurrences, air/ground transportation strikes/delays or transfers from USPS to international mail carriers. If your order was returned to Qveen Studio i.e. “sender” due to a problem with address, you will be responsible for paying shipping costs for your order to be sent back out.

I am an international customer; do I have to pay customs and taxes?
All packages are shipped via USPS. Items shipped outside of the United States may be subject to import duties, taxes and/or charges which are not included in the total cost of your order, nor will they be covered or reimbursed by Qveen Studio. We are not responsible for any shipping deliveries that may be affected by customs, natural occurrences, transfers from USPS to the local carrier in your country or air and ground transportation strikes or delays once the package has exited the United States. Please check with your country’s customs office to determine what these additional costs will be prior to placing your order.

PRODUCT & STOCK

I bought a product that is on back order. When will I get it?
The back ordered items in any order will automatically ship out as soon as we receive the item in the order which they were placed. Please refer to our Back Order information page for more details.

How do I find out about upcoming launches and restocks?
New product and restock information will always be posted on our official Instagram account @qveenstudio or via the mailing list.