Refund Policy
If you have any questions about this policy, email us at hello@kateonqueen.com.
30-day returns
Not happy with your order? You can return it within 30 days of delivery.
To qualify for a return, your item must:
- be unworn, unwashed and unused, with the original tags still attached
- be returned complete, in its original packaging
- show no damage caused by misuse or improper handling
We may decline a return if an item has been worn, used or damaged in a way we are not responsible for.
How to start a return
Returns must be approved before you send anything back. To start a return, email hello@kateonqueen.com with:
- Your order number
- Your full name and address
- The reason for your return
- A photo of the item, if it arrived damaged or defective
We will review your request within 7 business days. Once it is approved, we will send you the return address and instructions.
Please do not send your item to the sender address on the package. Returns sent without approval, or to the wrong address, cannot be accepted.
Return shipping
Returns are sent to our fulfilment partner's warehouse in [INVULLEN]. Return shipping costs are paid by the customer, unless your item arrived damaged, defective or incorrect.
Damaged, defective or incorrect items
Please check your order when it arrives. If something is damaged, defective or not what you ordered, email us as soon as possible with your order number and a photo. We will make it right with a replacement or a full refund, at no extra cost to you.
Exchanges
We do not offer direct exchanges. If you would like a different size or colour, request a return for the original item and place a new order for the one you want.
Refunds
Once your return arrives, we will inspect it within 2 to 4 business days and email you to confirm. Approved refunds are issued to your original payment method. Prefer store credit instead? Just let us know.
Your bank or card provider may need 3 to 5 business days, sometimes longer, to show the refund in your account. If 15 business days have passed since we confirmed your refund and you still have not received it, contact us at hello@kateonqueen.com.
Cancellations
You can cancel your order within 2 hours of placing it by emailing hello@kateonqueen.com with your order number. After that, your order is already being prepared for shipping and cannot be changed or cancelled. You can still return it after delivery by following the steps above.