Returns & Exchange

RETURN POLICY

Returns are accepted within 14 days after delivery of the items. To return the purchase, follow the procedure below.

RETURN PROCEDURE

In order to accept returned items, Queen’s Five requires customers to make sure that:

Items are in their original packaging
Items are in the same condition as received (not damaged, nor washed, nor tampered with)
All necessary documentation is included in the return package
Items are safely wrapped and packaged for return

Return Cost:

When a return/exchange is by choice of the customer, the customer will carry shipping costs.
In cases when products arrived defective/damaged, shipping costs will be carried by Queen’s Five.

NECESSARY ACTIONS FOR RETURNS

The following actions are necessary for returns:

Return Form: A return form is included with each shipment. It is also available for download here.
Bring the package with the items to be returned to the nearest Post Office.
Returns are sent to:

Postlagernd

Queen’s Five GmbH

Renggerstrasse 3

CH-8038 Zürich

RETURNING GIFTS

It is not possible to return the gifts that were purchased at Queen’s Five . Nevertheless, exchanges can be accepted. To exchange a gift please register on www.queensfive.com. As a registered member, you have a possi-bility to open My Account, and then click on Return a Gift. Queen’s Five will issue a Gift Voucher for you, which can be used on your next purchase. If the purchase is below the value oft he Gift Voucher, the remaining sum will stay as a surplus in your account.

RETURNING MORE THAN ONE ITEM

It is possible to return more than one item from the same order at the same time . Nevertheless, items that belong to different orders must be returned separately.

TRACKING ORDERS/RETURNS

Shortly after your order is dispatched you will receive an e-mail with a tracking number. You can easily track your order here: www.post.ch.

DAMAGED/DEFECTIVE ITEMS

In case if you receive a damaged/ defected products, the customer must contact Customer Service customercare@queensfive.com within 48 hours after the delivery and we will evaluate the issue and let you know how to proceed. Please follow the directions of the section "Necessary Actions for Return". Please note that damaged/defective goods will ONLY be exchanged/refunded if reported within 48 hours after delivery.

REIMBURSEMENT

Once your return is received and processed, we will credit your refund to your original method of payment.

Please note that Coupons are non-refundable. Therefore, when returning an item that was paid for with a Coupon only the exceeding value paid will be refunded.

Please note that items purchased with a discount will be refunded at the purchasing price even if the return takes place after the discount offer is finished.

PROCESSING TIMES

As soon as we receive the returned items we will verify if they are in original condition and we will immediately refund you.

Please note that depending on the payment method refunds can take up to 5 working days.

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