If you can't find the answer to your question on this page, please contact Customer Services at [email protected]
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.
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.
8. Returns and Exchanges
Defective/incorrect items received
Custom-made dresses can't be resold, therefore we only accept returns for at least one of the following reasons:
Below are some examples of reasons that De Queens will not accept:
Return postage requirements:
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
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]