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Return & Exchange

Dear Customer:
Before returning items to us, please read and follow our sincere instructions below. We’ll appreciate your carefully reading on our return policy and making sure that all criteria are met before mailing any items back to us.

We try our best to ensure that all dresses are produced perfectly and according to the willingness of our customers. Upon the package's arrival, we encourage you to try it/them on as soon as possible without removing the tags, altering or washing it/them.
In the factory line, we'll check every details of the product for you, and make sure the related accessories are included. Our QC department will re-check the dress you ordered is correctly before they are packed and sent to you. This is in addition to the normal quality assurance checks that all the details have passed in the factory line.

Please note:

If you ordered the in stock dresses we accept unconditional return & exchange, you should pay for the shipping fee and 20% of order price for restock fee.
If you order tailor made dresses, we only accept return for quality defects, please read our policy below:

Q: How to tell if you ordered an in stock dress?
A: All our in stock dresses are of sizes S, M, L, XL. If you dress sizes are not listed within, it is a tailor made one. Only tailor made item has sizes: 4,6,8,10,12 etc. And we have "in stock & ready to ship" & "Tailor Made" label on the product pages.

Defective, Damaged or Mis-shipped Items

If your items were damaged during delivery, we suggest you to take photos or video and get "Proof of Damage" documentation from the delivery carrier. If you receive the dress is damaged, defective which is caused by queenieau.com, you can get the full refund.

Sizing or Fitting Issues

As all of our dresses are hand-sewn and custom tailored, the finished gown may vary by approximately 3 cm in either direction of the specified measurements. To ensure that your dress will still fit you perfectly, our tailors have created all our dresses with additional fabric in the seams to allow minor size modifications to be made easily.

Dress is not the size you ordered

If the dress's size differs from the specifications you ordered, we encourage you to find a local tailor to make adjustments, and we will gladly cover up to 100% but no more than 40AUD of the product price as the tailoring cost, if you choose this option, we require the copy of the receipt from your tailor when you request reimbursement. If we make the dress in wrong size for you, you can return the dress to us, and get a refund.

Dress is the size you ordered but does not fit

Considering the uniqueness of the product in the event of Custom Made, if we make the dresses following the specifications you ordered, the dress cannot be returned or exchanged just due to you don’t like it.

For the dispute on size deviation, please take some photographs of the merchandise by laying it on the ground and place a tape ruler to measure out the problem. You shall submit the photographs to our customer service and we'll have the designated personnel to take the dispute and offer a reply within 48 hours.

Color or Style Mismatch Issues

As all dresses are handmade by our tailors following photos shown our website, we can only assure 90% similarities in style. The same situation goes with dress color. There will be slight color difference between dress shown in model picture and product you receive due to light reasons, monitor settings and different batches of fabric shades. To confirm the dress color, please contact our customer service team at service@queenieau.com. We don’t accept return for requesting color to be exactly the same. Only 90% similarities in color can be promised. However, if you are confident that you have received the item in a wrong color, please provide the photos as a proof and contact us to ask for a full refund or dress exchange.

Terms and Conditions:

The above policy is only valid if and when:
    • Customers should contact Customer Service for return & exhange request within 7 Days of receiving their dresses. Becasue we will fully pay the tailors within 7 days.
    • Customer should pay for the shipping fee.
    • The returned item must be in new condition. You can try it on, but don't make it dirty or altered.
    • A tracking number and tracking link of the returned package must be provided to our Customer Service team together with the order number.
    • If customer decide to exchange a dress of higher value, the difference will be charged.