Returns Policy

Our policy lasts 14 days. If 14 days have gone by since you receive your item, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Gift cards are exempt from being returned.

To claim a refund or exchange, send an email to info@thedragqueencloset.com indicating the order number and explaining your reasons.

 

Cancellations

If you have placed a wrong order or have a paid order which you want to cancel, you'll have to send us an email to info@thedragqueencloset.com.

Please, mind that you can only cancel your paid order before the supplier ships it. Once it has been shipped, you will have to follow the regular returns procedure.

 

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Gift cards can't be refunded.

Once you receive the product, you have 48 hours to review the product and report any manufacturing defects.

Returns are not allowed for products that are made to order. This includes shoes and evening dresses.

Regarding the shoes, we will confirm your size prior to processing the order by requesting your foot measurements. We will take no responsibility if the provided measurements are not accurate. Shoes will only be refunded or replaced if: a) we suggest the wrong size based on accurate measurements; b) they have manufacturing issues; c) they get damaged during transportation; or d) the package gets lost.

The same reasons apply to the evening dresses. Not only are they made to order but also can be customized if you provide your measurements, so they will not be refunded due to wrong size.

Due to hygiene reasons, the return of some products is not allowed. This includes any type of makeup, underwear and wigs. Theses products will only be refunded or replaced if: a) the wrong variant is delivered; b) they have manufacturing issues; c) they get damaged during transportation; or d) the package gets lost. If the product is damaged the customer must report it within 24 hours from delivery.

 

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at info@thedragqueencloset.com.

 

Exchanges

We only replace items if they are originally defective or damaged. If you need to exchange it for the same item, send us an email at info@thedragqueencloset.com.

 

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be emailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

 

Return shipping

The products shall be returned to the place where they are shipped from: China. Since we have numerous providers, who directly ship the products to you, in order to return your products, we will provide you with the return instructions in each case.

The return shipping cost is to be borne by the customer.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

You shall use a tracked shipping method for your returned items so that we may follow up on them. We can't take responsibility for lost packages.