Refund policy

The Queen’s Emporium Return & Refund Policy

Last Updated: September 26, 2026

We want you to be happy with your purchase, and we understand that sometimes an item may not be the right fit. Please review the following requirements carefully before requesting a return.

Return Request Window

For an ordinary eligible return, you must contact The Queen’s Emporium (TQE) within 14 calendar days after delivery to request a return.

Submitting a return request within 14 calendar days does not automatically guarantee that the return or refund will be approved. All merchandise must meet the eligibility and condition requirements described in this policy.

Requests submitted after the applicable return period may be considered only in limited circumstances at TQE’s discretion or where otherwise required by applicable law. An exception is not guaranteed and does not waive the product-condition requirements of this policy.

Return Eligibility

To be eligible for a return, hair and beauty products must remain unused, unworn, uninstalled, unwashed, uncut, uncolored, unstyled, and otherwise unaltered.

Hair that has been worn, installed, combed or brushed beyond what is reasonably necessary to inspect the product, exposed to heat or styling tools, treated with styling products, washed, conditioned, dyed, bleached, chemically treated, cut, trimmed, or otherwise altered is not eligible for return.

For wigs, closures, frontals, and other lace products, the lace must remain completely unaltered. Lace that has been cut, trimmed, tinted, bleached, plucked, glued, sprayed, colored, or otherwise modified is not eligible for return.

All original packaging, tags, labels, accessories, and complimentary items included with the product must also be returned. This includes items such as wig caps, crochet needles/hooks, bands, clips, storage bags, or other accessories included with the original shipment.

A return must include the complete product and everything originally packaged with it and must be received in its original, resellable condition. Missing packaging, tags, accessories, complimentary items, or evidence that the product has been worn, used, installed, styled, or altered will make the item ineligible for return.

For health and hygiene reasons, we cannot accept returns of hair or beauty products that have been worn, installed, used, styled, or altered.

Customized or colored wigs are not eligible for return.

Damaged, Defective, Incorrect, or Incomplete Orders

If your order arrives damaged, defective, incorrect, or incomplete, contact TQE within 7 calendar days after delivery.

Customers are responsible for inspecting all items promptly after delivery and before wearing, installing, washing, styling, cutting, coloring, bleaching, applying products or heat, removing or altering lace, or otherwise modifying the product.

When reporting an order issue:

Stop using or handling the item beyond what is necessary to inspect it.
Keep the product, all original packaging, tags, labels, accessories, complimentary items, and shipping materials.
Contact TQE before attempting to return the item.
Provide your order number and clear photographs or video showing the product, packaging, shipping label, and the specific problem being reported.

An item reported as damaged, defective, incorrect, or incomplete must remain in the condition in which it was received while the claim is being reviewed.

Products altered after delivery are not eligible to be returned as an arrival-condition claim.

Do not discard the product, packaging, shipping materials, accessories, or included items while your claim is under review. TQE may require photographs, video, or return of the merchandise and its original contents to verify the issue.

Examples of Order Issues

Examples include:

Receiving a product different from the item or variation ordered.
Receiving the wrong length, texture, style, or other selected product option.
Receiving fewer items than were purchased.
Missing accessories or included items that were part of the product as sold.
Visible damage that occurred before or during shipment.
A manufacturing defect that prevents the product from functioning as reasonably intended.

Minor differences that are normal characteristics of hair products are not automatically considered defects. Product descriptions and applicable hair-specific disclosures should be reviewed before purchasing.

If TQE or Our Fulfillment Partner Made the Error

Once an eligible damaged, defective, incorrect, or incomplete order is verified, TQE will provide the appropriate resolution in accordance with this policy and applicable law.

Customers will not be required to pay return shipping when a verified return is necessary because TQE or our fulfillment partner sent an incorrect item or supplied merchandise that arrived damaged or defective.

A replacement, refund, or other approved resolution will be determined based on the circumstances of the verified claim and product availability.

For a verified supplier or fulfillment error or qualifying defect for which a refund is approved, the customer will receive the applicable refund, including original shipping charges associated with the affected order.

Do not mail an item back without return instructions from TQE. Unauthorized returns may be refused or may delay resolution of the claim.

Change-of-Mind and Other Ordinary Returns

For an eligible return that is not the result of an error by TQE or our fulfillment partner and is not based on a qualifying defect, the customer is responsible for return shipping costs.

Original outbound shipping charges, including expedited shipping charges, are nonrefundable for change-of-mind or other ordinary returns.

Any applicable customer-responsible return-shipping cost may be deducted from the approved refund when TQE provides or arranges the return shipping method.

Restocking Fees

The Queen’s Emporium does not currently charge a restocking fee on eligible returns.

Return shipping charges or other amounts specifically described elsewhere in this policy are not restocking fees.

Return Approval and Refund Processing

Approval to return an item does not guarantee approval of a refund. Return authorization means the item has been approved to be sent back to the designated return location for inspection.

Returned merchandise must be received and inspected before any refund is issued.

The returned item must satisfy all return requirements stated in this policy, including product-condition requirements and the return of all original packaging, tags, labels, accessories, complimentary items, and other contents included with the product.

If inspection confirms that the returned merchandise meets all applicable return requirements, the refund will be approved and issued to the original payment method.

Customers will be notified of the outcome after the returned merchandise has been inspected.

Once TQE issues an approved refund, the time required for the credit to appear in the customer’s account may vary depending on the customer’s financial institution or payment provider.

Returns That Do Not Pass Inspection

If returned merchandise does not meet the return requirements—including merchandise that has been worn, installed, used, styled, altered, damaged after delivery, or returned incomplete—the return will not qualify for a refund.

Items that do not pass inspection will not be returned to the customer at TQE’s expense.

If return of rejected merchandise is available, the customer may be responsible for applicable shipping and handling costs. TQE will contact the customer regarding the inspection outcome and any available next steps.

Meeting the Return Request Deadline

A return or order-issue request is considered timely when the customer first contacts TQE through an approved customer-service method within the applicable reporting or return period. TQE’s response date does not affect whether the customer’s initial request was submitted on time.

Customers must provide the information reasonably required to process the request and respond to follow-up communications from TQE. Timely initial contact does not extend the return period indefinitely or guarantee that a return or refund will be approved.

After a Return Request Is Submitted

Once a return request is received, TQE will send confirmation and any additional instructions needed to process the request.

Customers are responsible for responding to requests for additional information and completing each required step by the deadline stated in TQE’s correspondence.

Submitting a return request within the applicable return window preserves the original request date but does not create an open-ended return period. Failure to provide requested information, follow return instructions, or complete required steps within the stated timeframe may result in closure of the return request.

Returning an Authorized Item

Once TQE sends return authorization and the applicable return instructions or shipping label, the customer has 7 calendar days to place the return shipment in the possession of the designated carrier.

The carrier’s first acceptance or origin scan will be used to determine the shipment date. Creating or printing a shipping label does not constitute shipment.

If the carrier does not accept the return package within the 7-calendar-day period, the return authorization will expire and the return will no longer be eligible for a refund, except where otherwise required by applicable law.

Customers are responsible for considering carrier operating hours, weekends, holidays, and local closures when planning shipment. Ordinary carrier schedules do not extend the return deadline.

A delay caused by an incorrect, inaccessible, or unusable return label, return address, or other return instruction provided by TQE will not be counted against the customer’s return deadline. Customers should contact TQE promptly if there is a problem with the return instructions.

Return authorization does not extend the original return-request period and does not guarantee refund approval. All returned merchandise remains subject to inspection and all other requirements of this policy.

Exchanges

TQE does not offer direct exchanges.

If you would like a different eligible product, length, color, texture, style, or other variation, you may request a return in accordance with this policy and place a new order for the desired item.

The new order is a separate purchase and is not dependent upon approval or completion of the original return or refund.