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Returns & Refunds
Return procedure
From the day of delivery of the order the User has 14 days to request the return, whatever the reason. Before sending back the goods, the Customer must request Return Authorization by e-mail to info@queenmodapositano.com. At the end of the Return Request procedure, a number will be assigned that will identify the Customer's return.
Return conditions
For the return to be accepted, the items must meet the following conditions:
Be in their original condition, unused, unchanged and unwashed;
Be returned with all original labels still attached and intact;
Be returned with the original packaging;
Be returned from the same country where the order was delivered.
Returning Modes
1. Return for refund
If the purchased product does not satisfy the Customer, the Customer can request the return for refund. Please note, however, that the following items cannot be returned:
Underwear / swimwear / masks for hygienic reasons
Customized Articles
It will be necessary to request authorization to return within and no later than 14 days after the purchase.
2. Return for exchange
At the moment we are not able to offer the exchange service. The customer can return the items of the original order for a refund and place a new order. The original order will be refunded once received; you may reorder at any time.
Methods of returning goods
Europe
All Intra-Cee orders will be returned free of charge. To make the return:
Write to info@queenmodapositano.com and follow the instructions given. Specify the item(s) to be returned and the reason for the return. Then choose the option "Returned by courier".
Prepare the package with the products and paste the prepaid return label you found inside your order.
Book the express courier passage:
- online on the UPS website
- by phone
Within 7-10 days from the acceptance of the return, the Customer will receive a refund.
International
For all Extra-Cee orders, the goods need to be sent back by the final Customer. The Customer can choose the means of transport to send it back.
Write to info@queenmodapositano.com and specify the item(s) to be returned and the reason for the return.
The Customer must return the goods within 14 days from the date on which he requested the Return Authorization.
Prepare the package with the products and send it in the preferred way.
For international returns, we ask you to indicate the content as 'Returned' declaring the value of 1 EUR in order to make customs controls easier. All shipping costs and any customs controls will be charged to the customer.
Within 7-10 days from the acceptance of the return, the Customer will receive a refund.
Shipping address
Queen Moda Snc.
Via Durece 86
84017 Positano (SA)
– ITALIA –
Refund procedure and timing
Once the goods will be returned to the warehouse, the conditions will be checked and then, within about 14 days, the refund will be processed. The goods that will be returned in conditions not suitable for return will not be refunded.
All refunds will be made using the payment method originally used. Purchases made by credit card will be refunded to the card used to make the purchase (Credit Card on website, PayPal). Payments made by cash on delivery will be refunded by bank transfer. Coupons or Discount Coupons used to purchase the item will be refunded with new Coupons or Discount Coupons to be used for further purchases.
Normally it takes 7-10 working days from the acceptance of the return to process the refund and credit it. The timing depends on the customer's bank or credit institution: in some cases it may take several days.
The costs incurred for cash on delivery payment will never be refunded.
It will not be possible to refund any order if the return instructions are not followed correctly and/or the items are intact and in their original condition.
Defective garments, wearability problems and impossibility of modification
To ensure a high-end service, Queen Moda Snc. provides for the withdrawal of the contract, if the garment has structural imperfections, problems of fit or impossibility of modification.
By "structural imperfections" we mean all the characteristics different from what is provided for in the order, or production defects that show differences from the common tailoring standards such as buttons not at a distance, non-compliant buttonholes, incorrect cuts, etc..
For "impossibility of modifications" we mean all the interventions superior to those listed in the Tailoring Modifications Form. However, since these garments are not industrially made, the maximum values are subject to a tolerance of 2 cm.
If the items are defective, proceed as follows to obtain a full refund.
To request a refund, write to info@queemoda.com attaching 3 photos of the garment worn (front, back, side) so that you can see the defect or the reason why you ask for the return of the garment.
The complaint will be viewed internally by our designers who will communicate any approval.
The garment to be returned must be boxed in its original packaging and sent at your expense, together with the return approval form, with a traceable shipping method.
Include the order receipt or confirmation email inside the package.
Attach the pre-printed label on the outside of the package and contact the courier to arrange pick-up. The Customer must return the goods within 14 days from the date on which he requested the Return Authorization.
Once the goods will be returned to the warehouse, its conditions will be checked and, subsequently, the refund will be processed. Goods returned in unsuitable conditions for return will not be refunded.