FREQUENTLY ASKED QUESTIONS
Are your products cruelty-free?
Yes, our entire line is cruelty-free. We employe best in manufacturing practices globally and require all Qveen Studio affiliates to follow the same practices.
Can I sharpen the Lip Liner?
Yes! The Lipstick Pencil sharpens easily in most standard sized sharpeners.
When will my favorite product be back in stock?
When a product is out of stock, you will see a “Notify Me” button. Sign up for this notification, and you’ll be the first to know when it is back in stock.
Additionally, Qveen Herby and Qveen Studio always announce re-stocks on Instagram. Please follow @qveenherby and @qveenstudio for all updates.
Do you offer discounts and/or promotions?
Yes, from time to time we offer discounts and promotions. Sign up for our email list to receive updates on special offers.
Can I combine my pending orders to qualify for free shipping?
Orders begin fulfillment processing immediately after checkout, we cannot combine separate orders to ship together.
Do you offer price adjustments on sale items?
We offer a price adjustment on items purchased up to seven days prior to the start of a sale. All approved price changes will be credited to your Qveen Studio account as store credit.
Can I amend or cancel an item from my order?
Depending on the status of your order, we may be able to add an item to an existing order.
Do I need to set up an account to place an order?
No, but by setting up an account, you have access to your order and shipping information. You will also be added to our email list for exclusive updates in the future.
I forgot my password. What should I do?
To reset your password, go to http://qveenstudio.com/account/login and click on “Sign in” and “Forgot your password.”
How can I get in touch with your Customer Service team?
For customer service inquiries only, please e-mail firstname.lastname@example.org. 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 email@example.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?
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 firstname.lastname@example.org 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.
TRACKING YOUR ORDER
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 issues that may be affected by, but not limited to, the following: problem with address, return to sender, incorrect shipping address input by customer, customs, natural occurrences, air/ground transportation strikes/delays or transfers from USPS to international mail carriers.
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.
*Please note, we are not responsible and will not replace any items for any shipping deliveries that may be affected by, but not limited to, the following: problem with address, return to sender, incorrect shipping address input by customer, 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.
Do you ship to PO Boxes or APO/FPO addresses?
Yes, we ship to PO Boxes and APO/FPO addresses globally.
*Please note that international APO/FPO addresses may require additional delivery time.
How To Track Your Order
Our delivery times start from the moment an order is accepted and includes a 24-48-hour period where your items will be processed and dispatched.
Once your order has shipped, you’ll receive an email with your tracking information so you can follow its progress. You can also check the status of your delivery by viewing My Orders in your account.
*Please note, processing times can take longer during a sale.
Do you offer returns or refunds?
All sales are Final. Please review our Refund Policy for additional details.
PRODUCT & STOCK
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.
Are your products available for wholesale?
Yes, we have a catalogue of products available for wholesale purchase through Handshake. You can find out more by clicking on the link below: