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Shipping & Returns

Please read the following information CAREFULLY before purchase made. Once customer make purchase, De Queens consider customer agree the below terms and conditions. 

 

SHIPPING

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).

Shipping Charges

Area PosLaju
West Malaysia RM7
East Malaysia RM10

 

RETURN POLICY

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.(Malaysia) 
  • 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.

  • 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.