Refund Policy

We offer refunds and returns under the conditions set out below. Our goal is to treat every customer fairly while maintaining the quality and hygiene standards expected of ladies’ fashion, apparel, accessories, and beauty products.

Refunds are generally issued to the original payment method once we have received and inspected the returned item(s).

You may request a return for eligible items within 14 days from the date of delivery.

Requests made after this period will not be accepted, except in cases of defective, damaged, or incorrect products (see Section 6).

To be eligible for a return and refund, the item must meet all of the following conditions:

• It is returned within the return window stated above.
• It is unused, unworn, unwashed, and in its original condition.
• All original tags, labels, and packaging are intact and attached.
• It is in a resalable condition (no signs of wear, stains, odours, makeup, perfume, or damage).
• You provide proof of purchase (order number or receipt).

Items that do not meet these conditions may be rejected and returned to you at your cost, or accepted at our sole discretion with a reduced refund.

The following items cannot be returned or refunded (unless they are defective, damaged, or incorrect):

• Intimate apparel, underwear, bras, shapewear, and lingerie
• Swimwear and bikini sets
• Opened or used beauty, skincare, or cosmetic products
• Earrings and certain jewellery (for hygiene reasons)
• Personalised, customised, or made-to-order items
• Gift cards and e-vouchers
• Final sale, clearance, or “non-returnable” marked items
• Products that have been altered, washed, or damaged by the customer
• Free gifts or promotional items (unless the main product is also being returned)

To start a return, please follow these steps:

1. 1Contact our Customer Support team within the return window at hello@shequeen.com or through the contact form on our website.
2. 2Provide your order number, the item(s) you wish to return, and the reason for the return.
3. 3Our team will review your request and, if approved, provide you with return instructions and a Return Authorisation.
4. 4Securely package the item(s) in the original packaging (where possible) and ship them back to the address we provide.
5. 5Once we receive and inspect the returned item(s), we will notify you of the approval or rejection of your refund.

If you receive a product that is:

• Defective or faulty,
• Damaged during shipping, or
• Significantly different from what you ordered (wrong item, size, or colour),

please contact us within 48 hours of delivery and provide clear photos of the issue together with your order number.

In such cases, we will, at our discretion:

• Offer a full refund (including original shipping costs where applicable),
• Send a replacement, or
• Offer store credit.

We will also cover the cost of returning the defective/damaged/incorrect item where required.

• Once your return is received and inspected, we will send you an email confirming whether the refund has been approved.
• Approved refunds will be processed to the original payment method used for the purchase.
• Original shipping fees are non-refundable, unless the return is due to our error or a defective product.
• Return shipping costs are the responsibility of the customer, except in cases of defective, damaged, or incorrect items.

Refund processing times

Please note that it may take additional time for the refunded amount to appear in your account, depending on your payment provider.

We currently process most size or colour exchanges as a return + new order.

If you would like a different size or colour:

1. 1Return the original item following the process above.
2. 2Place a new order for the desired item (subject to availability).

In some cases, we may offer a direct exchange at our discretion. Contact Customer Support to discuss available options.

• You may cancel an order before it has been shipped by contacting us as soon as possible.
• Once an order has been shipped, it can no longer be cancelled and must go through the return process if you no longer want the items.
• If payment has already been processed for a successfully cancelled order, we will issue a full refund.

Items purchased on sale, with discount codes, or during promotional periods are eligible for return only if they meet the standard eligibility criteria.

Some sale or clearance items may be marked as “Final Sale” and are non-returnable. Please check the product page carefully before purchasing.

If you have not received your refund within the expected timeframe:

1. 1Check your bank account or mobile money statement again.
2. 2Contact your payment provider, as processing times can vary.
3. 3If you still have not received it, contact our Customer Support team with your order number and refund approval details so we can investigate.

We reserve the right to update or modify this Refund Policy at any time. Any changes will be posted on this page with an updated “Last Updated” date.

Changes will not affect returns already authorised under the previous version of the Policy.

For any questions about returns, refunds, or this Policy, please contact us:

Our team is available to assist you and will respond as quickly as possible.