FREQUENTLY
ASKED QUESTIONS
RETURNS & EXCHANGES
SIZING CHART
DELIVERY
SHIPPING
How long does it take to Ship My Pre-Order?
Please note each piece is made to suit you as a royal, delicately made with excellence to cater to who you are. Our products are made with excellence to suit royals. For this reason, each order requires a minimum of 3-4 weeks for select pieces for processing and delivery. Please refer to the product page for details. Once processing is complete, your order will be shipped within the selected shipping type.
What is the availability status of items on the site?
All items for sale on the Queen E. Collection e-store are available on a limited pre-order basis. If you wish to order a significant number of a particular item, please contact our Customer Service department by email.
RETURNS & EXCHANGES
How can I return or exchange an item ordered via queenecollection.com?
Your order will be accepted for exchange if returned in original condition and packaging and not used in any form within seven (7) days from the delivery date. The returned item(s) must be accompanied by the original receipt or a copy in the case of a partial return.
Exchanges are available for size changes only for the same item. Please note that it will require the same timeline to process as the initial order given all items are available as pre-order.
Exchanges are not available for custom size pre-orders. If you provide your exact measurements, we will process your order with your exact measurements provided. For this reason, we cannot accept exchange for this item.
If you wish to return an item received as a gift, you may exchange it for an item(s) of equal value. Please contact our Customer Service Department who will send you the pre-paid return label by email.
If you chose not to use the pre-paid label, please contact us via email to approve your return and provide shipping address. In this case, it is your responsibility to obtain proof that the goods have been returned,
and to return the goods by a registered carrier of your choice, which gives proof of posting and delivery. The cost of returning the goods, including shipping and insurance, shall be covered by you. Queen E. Collection is not responsible for items returned to queenecollection.com which are lost, damaged, misdirected or delivered late.
For any further information, please contact our Customer Service by Email
DELIVERY
How much is the delivery?
You will be asked to select the shipment method you would prefer as part of the order procedure. All shipments are made via FedEx.
Delivery cost depends on the delivery service you select:
Express 2 days service will cost $35.00, Standard Overnight service will cost $60.00, Priority Overnight service will cost $70.00, and Saturday Delivery service will cost $85.00.
Out of Delivery Area surcharges may apply.
How long will the delivery take?
2-Day: If this shipping option is selected. Your order will be delivered within two business days after your item(s) have been successful processed within the timeline outline for the pre-orders.
Overnight: If this shipping option is selected. Your order will be delivered the following business day after your item(s) have been successful processed within the timeline outline for the pre-orders. This option is not available for addresses in Hawaii, Alaska and international shipments.
Items can only be shipped to one address per order. To ship to multiple addresses, please place a separate order for each location.
Do we offer internationally?
Yes, we ship internationally, please provide your shipping details on the price inquiry, and
we will provide the shipping quote to your location.
Can I modify my shipping address?
If you need to modify your shipping or delivery information after your order has been
placed, please Contact Us as soon as possible. Shipping information, including delivery
address, cannot be modified once the order has already been shipped.
How do I track delivery of my order?
To track your order, click the "your account" link located at the top right of the queenecollection.com website. Log in, then use the menu to track your order. If necessary, please feel free to contact our Customer Service by email under the "Contact us" section.
Goods purchased via this Website may only be delivered within United States and outside the US. We will not process any order for which a post office box is provided.
Could you delivery to a P.O. Box?
Predominantly for security reasons, queenecollection.com will not process any order for which a P.O. box address has been provided.
Is a signature required for the delivery of my order?
A signature is required upon receipt of your package. FedEx only accepts the personal signature of the recipient.
Due to COVID-19, FedEx has implemented contactless delivery. Upon arrival, the driver will confirm the recipient’s first initial and last name and enter “C-19” in place of the signature. The shipping provider is responsible for the customer-owned property while the property is in transit, up until delivery confirmation is provided at which point, the transfer of property is complete, and the buyer assumes responsibility of the property.
I am on a business trip. Can you deliver to my hotel?
We can indeed deliver to your hotel if sufficient notification is provided to our team to change delivery address to hotel. Please provide the name and address of your hotel, as well as the dates that you will be staying there, in the "comments" area when you place your order so that our Customer Service can have your package delivered within the given time frame. If we are unable to deliver within this time frame, we will contact you to give you prior notice.
SIZING CHART
Where can I find a sizing chart?
The sizing chart/measurements can be found in the "SHOP" under each product pages.
If you want to provide your exact measurements, please enter your measurement in the free text when placing your order. Please note this is order is considered as custom fit order, and they are non-refundable and unexchangeable once fulfilled.