Terms & Conditions

Log in to the Returns Portal using your order number and the email address used to place the order. Let us know what you’d like to return and why.

Once you’ve registered your return via the portal, follow the instructions on how to send your return package back to us. You can track your return via our Track & Trace page, and we’ll email you once we receive it.

You have 10 days to decide if an item is right for you. Register your return in the return portal if you decide to make a return.


Beauty Queen will refund most items within 10 days of purchase, provided it has not been damaged, soiled, washed, or altered and that all labels and tags are attached:

You cannot exchange items online. If:

  • Sale items are final sale — returns or exchanges will not be accepted.
  • Items marked “final sale” cannot be returned or exchanged. We reserve the right to designate any other items as non-returnable at our discretion. Any such designation will be noted on each item detail page. Items purchased with a discount code or during a site-wide promotion are not considered final sale unless they are in the SALE section. These are subject to the same return policy as full-priced items.
  • Special collections and designer collaborations may be subject to a return policy which differs from our standard return policy above
  • Incorrect orders—such as damaged or incorrect items—cannot be returned or processed in our stores. For missing items, please contact Customer Service for assistance.


Your refund will be issued in the original form of payment used for the order. Shipping and handling costs are not refundable. Please allow up to 21 days for your transaction to be processed.

We will refund the value of your returned items using the same payment method initially used for the purchas.

Please note that Beauty Queen will not be able to refund any additional charges that your bank might apply.

Please retain the card until you have made all returns, as any refunds will automatically be applied to the card used for the purchase.

If you paid by card, we will refund the balance to the card originally used.


The delivery charge for each order will be the same, regardless of the size or weight of your order. The cost for each delivery method is clearly indicated during the check-out process. Our standard delivery fee. If we are unable to deliver your order in full and have to make more than one delivery, there will not be an additional charge for any subsequent deliveries. Prices in-store and online may vary.


Once you have placed your order, you will receive an email confirmation. If, for any reason we are unable to fulfill your order, we will let you know at the earliest opportunity. If we have already received payment for your order, we will attempt to refund the applicable amount using the same method used to make the payment. Another payment method may be used for the refund, provided that you consent to such a change; in any case this will not generate any additional charges.

Order cancellation:

If you wish to cancel or return your order, please provide us, preferably by using the pre-printed return form in your parcel, or please contact us and return the item(s) to us within the 10-day period. We will provide a refund attempting to use the same method used to make the payment (or, if the items have not yet been paid for, reflect the return of the items in your account balance) as soon as possible and at the latest within 21 days of receiving your notice of cancellation, provided we have received the items or evidence of you having sent back the faulty items. Another payment method may be used for the refund, provided that you consent to such a change; in any case this will not generate any additional charges.

If the item you have received is defective, please notify Beauty Queen promptly and return the item in accordance with the information below. Beauty Queen will, for any products deemed defective, provide a full refund, including the costs of delivery and return. The provisions set forth herein do not limit any applicable statutory rights.

All our packages include a return sheet that you can use to return items. Further details on returning items can be found on the delivery note and in our Return Policy.

Payment methods

You can pay for your goods in various ways as set out below.

Credit card or debit card
You can enter your payment details at the time you place your order using a valid credit or debit card (VISA, Mastercard or American Express). The applicable amount will immediately be reserved on your card but will not be debited until the goods are dispatched. Beauty Queen reserves the right to check the validity of the credit or debit card, its credit status in relation to the order value and whether the address data of the purchaser is correct. We may refuse orders depending on the result of these checks.

Our Liability:

If there are defects in the goods you have purchased, Beauty Queen abides by all statutory guarantee regulations. If you have a complaint regarding obvious material or manufacturing faults in goods that we have supplied, including damage incurred in transit, please let us know by returning the goods to us without delay by using the provided pre-printed return form.

Ownership of rights:

All intellectual property rights, such as trademarks and copyrights at Beauty Queen remain with Beauty Queen. Any use of our contents, including copying or storing such content in whole or part, other than for your own personal, non-commercial use, is prohibited without the permission of Beauty Queen.