Refund policy

REFUND AND RETURN POLICY

Last updated: July 21, 2026

14-Day Return Period

You may request a return within 14 days after the date on which you receive your order.

To begin a return, contact support@queenjewelry.store before sending the product. Please include your order number and the reason for the return.

Do not send a return to any address without receiving return authorization and instructions from us. Returns sent without authorization may be delayed, refused, or lost.

Return Eligibility

To qualify for a return, the product must:

• Be returned in the condition in which it was received
• Include its original packaging, jewelry box, certificate, accessories, and accompanying materials
• Show no signs of damage, alteration, misuse, or excessive wear
• Be returned using the instructions provided by our customer service team

Personalized products, made-to-size rings, and earrings may also be returned within the stated return period, provided they meet the return conditions above.

Return Locations

Authorized returns from the United States may be directed to our authorized U.S. return address.

Authorized returns from European countries may be directed to our return facility in the United Kingdom.

The correct return address will be provided after your return request is approved. Our New York address is not a retail store, showroom, or customer service location. Customer visits are not accepted.

Return Shipping Costs

For a standard return, including a change of mind, the customer is responsible for the return shipping cost.

We recommend using a tracked and insured shipping service. Queen Jewelry is not responsible for a return shipment that is lost or damaged before it reaches the authorized return location.

If the product is defective, damaged upon arrival, or different from the product ordered, Queen Jewelry will provide return instructions and cover the reasonable return shipping cost.

Damaged, Defective, or Incorrect Products

Please inspect your order promptly after delivery.

If you receive a damaged, defective, or incorrect product, contact us as soon as possible and provide:

• Your order number
• A description of the issue
• Clear photographs or video of the product
• Photographs of the packaging if it was damaged

We will assess the issue and provide an appropriate solution, which may include repair, replacement, or refund.

Refunds

After we receive and inspect the returned product, we will notify you whether the refund has been approved.

Approved refunds will be issued to the original payment method. Processing times vary depending on the bank or payment provider and may take additional business days after we issue the refund.

Original shipping was provided free of charge and therefore no original shipping fee is deducted from an approved refund. Normal return shipping remains the customer’s responsibility.

Cancellations

You may request cancellation within 24 hours after placing your order.

To request cancellation, email support@queenjewelry.store immediately with your order number.

A cancellation request is not guaranteed if the order has already entered production, been personalized, or been dispatched. If the order has already been dispatched, it must be handled under the standard return procedure after delivery.

Exchanges

If you would like a different product, size, color, or option, contact us for assistance. Depending on the circumstances, you may be asked to return the original product and place a new order.

Legal Rights

This policy does not limit any mandatory consumer rights that apply in the customer’s country or region.

Contact

Return and refund requests must be sent to:

support@queenjewelry.store

Messages may be submitted 24 hours a day, 7 days a week. Our target response time is 1–5 hours.