At Queenira, your happiness with your purchase means everything to us. If something doesn’t seem right or meet your expectations, please don’t hesitate to email us at cs@queenira.com. We’re here to help!

Also please be informed that placing an order means that you accept all the terms mentioned below:

1. Cancellation or Modification

If you need to cancel or make changes to your order, please contact us at cs@queenira.com within 2 hours of placing your order. Be sure to include your order number and the details of the requested changes. Once confirmed, we’ll process your request promptly.

Important Details:

- Timeframe for Changes: Orders can only be canceled or modified within 2 hours of purchase. After this window, the order is locked for processing and cannot be changed.
- Cancellation Fee: A management and transaction fee of 20% of the total order value will apply to cancellations.
- Design Modifications: If your order requires design modifications, additional time may be needed, especially during busy holiday seasons. This may impact the delivery timeframe.
- Personalized Orders: Personalized orders are locked for processing right after the order is complete so it is impossible to make any adjustments. Please double check all details before completing the order.

 

2. Replacement & Refund

Our replacement and refund policy lasts 7 days from the delivery date. Unfortunately, we cannot process refunds or exchanges beyond this period.

Replacement Policy

Since our products are custom-made, returns are not accepted. However, if your item is defective, we will replace it free of charge. There’s no need to return the defective item.

Refund Policy

Due to hygiene reasons and the customized nature of our products, full refunds or exchanges are only available in the following situations:

- The item is significantly different from the description or sample provided.
- The item was damaged due to a factory or shipping error.
- You received the wrong item.

For cases outside these situations, we may offer a partial refund (excluding shipping fees).

Important Notes

- A 20% color difference may occur between the advertised images and the product due to lighting during photography or variations in monitor displays.
- Refunds or exchanges are not available for minor differences like color variations.

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How to File a Claim

If you believe your item qualifies for a replacement or refund, please email us at cs@queenira.com with the following information:

1. Your order number
2. Photos or videos of the defective product, including the package label
3. For printing errors, include detailed photos of the error.
4. For size or placement issues, include photos with a ruler or measuring tape for reference.
5. Your full delivery address
6. Your contact telephone number

Once our support team reviews your claim, and if your item qualifies, we will either resend the product or provide a refund.

 

3. Low Quality Photos Disclaimer

In case the photos submitted are cut off, blurry or of low quality, we are not responsible if the finished products do not meet your expectations since we have displayed the requirements for the submitted photos to ensure the best outcome on our product page.

 

4. Late or missing refunds (if applicable)

If you haven’t received a refund yet, here’s what to do:

- Check your bank account.
- Contact your credit card company or bank, as processing times can vary.

If you’ve done all of the above and still haven’t received your refund, email us at cs@queenira.com, and we’ll assist you further.

 

5. Wrong Address Disclaimer

Please double-check your shipping address at checkout to avoid any issues.

- If the wrong address is provided, and your order is delivered there or returned to sender, we won’t be able to resend the items or issue a refund. These items will be donated to charity.
- Replacements in these cases will incur additional costs.

We kindly ask for your understanding and care when entering your shipping details.

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Additional Information

Consult Us First: Please contact us to confirm eligibility before attempting to return a product.

Unauthorized Returns: If you return an item without consulting us first and it doesn’t meet our requirements, we cannot issue a refund. We will notify you by email with your options for how to proceed.

If you have any concerns, our team is here to assist you. Please don’t hesitate to reach out at cs@queenira.com Thank you for choosing Queenira!