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FAQ

1. Is It Safe to Shop Online?

It is safe to shop online and De Queens keeps your information discreet. The payment gateway we use is Paypal. Also the courier service we use which is Pos Malaysia which guarantees that your parcel been delivered to your doorstep.

2. Should I Register?

We advice you to register with us before making a purchase to ensure that your mailing address is correct and you can trace back your purchase. So how do i register? Click on the left bar of the page and fill out your email address and preferred password. You will also have an option to sign up for our mailing list, which includes sale notifications, new arrival updates and discount coupons! What happens if I forget my password? Just click on forgot password and we will email your password to your registered email address.

3. Shipping and Handling

How long does it normally takes to ship out items once payment is made? De Queens process your order within 24 hours and will ship within the next 24 hours. Item will be delivered to your doorstep the next 1-2 days (Pos Laju).
 
You may check the status of your order by logging into your account, click "My Account" at the top right hand of the webpage and click "Orders" - "History". Check the status of your parcel here by keying in your tracking number.

 

SHIPPING

How long does it normally takes to ship out items once payment is made?

Doublewoot process your order within 24 hours and will ship within the next 24 hours.
Item will be delivered to your doorstep the next 1-2 days (Pos Laju).

 

Country PosLaju (Next Day Delivery)
West Malaysia RM 7
East Malaysia RM 10

4. How to shop at dequeens.com?

 

5. Changing a confirmed order

Due to security reasons our customer service are unable to make any amendments after you have confirmed your order. This is because our warehouse moves really fast in order to ship your parcels as soon as they are confirmed.

Our Customer service team are not able to catch up with that and hence, unable to amend your orders.

6. Know your sizes

All measurements are taken laid flat in centimetres. Remember to multiply by 2 in order to get circumference. Please refer to the chart diagram below to get the right measurement for your apparels.

7. Gift Services

Can I send someone a gift from dequeens.com? What service do you offer?

De Queens offers gift vouchers which you can purchase in the form of RM10, RM20, RM30 RM50...etc.
Purchase here

8. Returns and Exchanges

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
    The dress was broken, damaged or contaminated when customer receive it, but there’s no sign of damage on the packing of your parcel.
  3. 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.
  • The dress doesn’t fit.
    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.

9. Backorders

What is a Backorder?

A backorder is to give another chance for customers to purchase exclusive De Queens product which are previously soldout. We will open backorders for a limited quantity only, so do place your orders early to confirm your slot.

How do i purchase a Backorder item?

It's exactly the same as purchasing an in-stock item! The only difference is that you will receive the purchased items by the date as stated on the website.

How do i track the status of my Backorders?

We will update the status of your backorders (ie. arrived/shipped/manufacturing) at this page --> BACKORDER STATUS. We will update the status from time to time to update you if there is any delay on the shipments. *Please only purchase when you can wait, as sometimes we are not able to control any external factors on the shipment delayed, and a full credit refund will be made if our shipment is insufficient as per your order.

What happens when I purchase a Backorder along with an in-stock item?

If you have purchase a backorder item along with an in-stock item(s), we will deliver your in-stock item(s) first. We do not hold any in-stock piece(s) or combine shipping. We provide FREE delivery via Pos Laju throughout Malaysia (any ONE items purchased).

10. How does the Reward Points work?

Earn De Queens Reward Points to let you shop for FREE! You automatically collect 1 Point for every RM 1.00 you spend.

1 point = RM 0.01. You may check your accumulated points here

Click here for details of our Shipping & Returns Policy


You may redeem your points during checkout at STEP 4 (please refer to picture below) :

11. Contacting dequeens.com

If have any enquiries about your order or require any assistance, please direct your email to [email protected] Our Customer Service Team will tend to you as soon as possible.

For style requests, backorder request or design suggestions, please email our style advisor at [email protected]