We are committed to make your shopping experience with us enjoyable. Kindly read through the following terms prior to making your purchase. Through purchasing our merchandises and services would mean that you have acknowledged the following terms, have understood them, and have agreed to abide and adhere to them.
- De Queens is unable to amend orders nor combine orders which were separately made after it is placed. Please double check your order details before confirming the order.
- All orders are processed and dispatched within 1 to 2 working days upon verification of payment. Delivery is carried out during working hours, Monday through Friday, excluding weekends and local public holidays(Malaysia).
- Please take note that if you have purchased a BACKORDER (BO) item alongside a ready stock item, we will send the ready stock item to you first.
The backorder item will be sent on a separate parcel. You may also check your backorder status here
- Once the Dispatch Confirmation is emailed to you, your products are under the responsibility of our third party postal service providers and we shall not be responsible for lost parcel in post if proof of postage is supplied. Any claim will have to be made with our third party postal service providers and we will make reasonable effort to assist in compensation claims (if any).
- Customers will be contacted via email should we receive any bounced parcels bearing their name.
- Cost for re-delivery will be borne by the customer. De Queens will bear the cost of re-delivery if it is deemed as an error on our part. Details regarding the re-delivery will be provided in the email sent to the customer.
- De Queens reserves the right to deny any request to combine the bounced back parcels with any new orders.
- Any unclaimed bounced back parcels after 30 days grace period will be forfeited.
DEFECTIVE /INCORRECT ITEMS RECEIVED
We apologise if we have sent you a wrong/defective item. Kindly contact our return department at [email protected] about this issue and we will reply you within 24 hours.
- All parcels must reach us within 5 days from the day parcel is received by you.
- Please take snapshot of the defective area and sending it to us at [email protected]
- An exchange will be done if the item(s) sent to you is defective/ faulty*. De Queens will reimburse normal postage for defected / wrong item(s) sent.
- A refund will only be processed if the item(s) have ran out of stock for exchanges.
- De Queens will reimburse Pos Laju postage for defective/incorrect item(s) sent to you. Please take note that we do not provide cash refund unless the exact item is out of stock and we will provide you a credit note in which you may utilise it to purchase other available items. The credit note is valid of 20 days only.
- De Queens only accept returned dress(s) that are in brand new condition, meaning haven't been worn, washed, altered or broken in any condition.
Custom-made dresses can't be resold, therefore we only accept returns for at least one of the following reasons:
1. Customer provided correct measurements, but the product De Queens tailors was severely off size and is beyond repair. Customer need to provide pictures as evidence. Since the dress is hand made, minor off size(1 inch +-) is not a quality problem.
2. De Queens did not send the dress as ordered
3. The dress was broken, damaged or contaminated when customer receive it, but there’s no sign of damage on the packing of your parcel.
Please take pictures (with date) of the dress as proof and email the pictures to [email protected] or private message De Queens within 24 hours. De Queens will not entertain any complain after 24 hours.
Below are some examples of reasons that De Queens will not accept:
- The dress is not as expected.
Please make sure your expectation is realistic. What we promise to deliver is what we show in actual product photos and describe in item descriptions. De Queens only guarantee at least 90% similar as picture shown.
- The color is not as described or as in pictures.
The same picture may look different on different computer screens, this is usually not a problem for bridal gowns and black dresses. De Queens do our best to provide pictures that show the true color , but we cannot guarantee that the actual color is exactly as customer see on your screen. Color difference is depend on the device you are browsing.
- The fabric/quality looks not classy.
Classy is too subjective to be a standard. If customer think De Queens's product is not classy enough, please do not purchase as we hope all the customers receive the dress(s) with pleasure.
If customer ordered corset back closure, please make sure you have tightened the lace up at back.
If the dress doesn’t fit you, please remeasure yourself, and see whether your size has changed since you ordered the dress.
It is not necessarily our fault even if the dress doesn’t fit, we guarantee that the dress you receive is made to the measurements you provide on your measurements form, However, whether the measurements you provide us are correct is not our responsibility.
Return postage requirements:
- The return package has to be dispatched within 48 hours since buyer emailed us the evidence pictures.
- Everything included in the original package has to be included in the return package.
- we will need proof of postage---and the evidence has to be either the shipment form with package contents & package weight on it, or a picture of the package before it was sealed together with the shipping receipt.
- Please use a trackable service.
- Buyer pays for the return postage in advance.
VOUCHERS/DISCOUNT CODES/CREDIT NOTES
- Voucher/Discount Codes/Credit Notes issued can only be utilized by the account holder unless otherwise stated. They are non-transferrable in nature.
- Vouchers can only be extended to a maximum period of one year from the date of issue. If it is not utilized within the given timeframe, the amount will be forfeited. (unless otherwise stated)
- If your Voucher/Credit Note was issued due to a Return, please refer to the section "Returns" for more information on its validity.
- Vouchers/Discount Codes/Credit Notes are only valid if they are inputted during check out.
- The value of each individual Voucher/Credit Note has to be utilized within one transaction, any remaining amount will not be refunded.
- Vouchers/Discount Codes/Credit Notes cannot be used for Sale Items or for the purchase of Gift Cards.
- Customers can track available vouchers by logging into their accounts.
- All unutilized gift codes/ vouchers expires in 1 year
GIFT CARDS// DISCOUNTS
- We will not be able to amend any details of the Gift Card after the order is placed.
- Discounts are only valid if the voucher codes are entered before checkout.
- Gift Cards purchased are non-refundable or exchangeable.
- All discount codes which are used cannot be reinstated if orders are cancelled.
- De Queens accept ATM transfer/offline payment, online banking (Maybank2u, CIMBclicks, Public Bank, RHB Bank), Paypal and major credit cards.
- Payments shall not be deemed to be made until full amount of funds have cleared.
- No cash refund is offered. We only offer refund in terms of credit note.
- All orders will be automatically cancelled after 30 minutes of non-payment.
- All cancelled orders cannot be reversed.
- Prices and shipping rates are subject to change without notice but changes will not affect orders that have already been accepted.
- Colors of products may differ due to color calibration of individual's computer and it might appear darker in reality due to strong studio lighting used.
- A difference of 1cm-2cm between the item(s) received from what which was provided for in our given measurements may not be considered as a defect.
- Color may transfer onto other garments, upholstery and bags. Do take note whenever necessary.
- De Queens do not offer return or refund if product is not handled as per instructed in product details.
- You are advised to hand wash all De Queens apparels (individually) without soaking for the first few washes as color transfer may occur.
- Please iron on reverse side of the apparel. Low to Medium heat ironing is encouraged for all products. We would encourage steaming or ironing them using indirect heat (by placing a fabric/cloth between the item and iron).
De Queens Reserves the right to make amendments to any of the above Terms & Conditions. [last updated 22 January 2015
In the event of any dispute, De Queens reserves the right of final decision.