Shipping & Returns

SHIPPING POLICY
All orders are processed within 1 to 3 business days (excluding weekends and holidays) after receiving your order confirmation email. You will receive another notification when your order has shipped.

DOMESTIC SHIPPING RATES AND ESTIMATES
Shipping charges for your order will be calculated and displayed at checkout.

Shipping option

Estimated delivery time

Price

Next day

1 day

$45

Express

3 to 5 business days

$35

Standard

7 to 12 business days

$20


LOCAL DELIVERY
Free local delivery is available for orders over $50 within 20 kilometres of our physical store. For orders under $50, we charge $10 for local delivery.

Deliveries are made from 10 AM to 3 PM, Monday to Friday. We will contact you via text message with the phone number you provided at checkout to notify you on the day of our arrival.

IN-STORE PICKUP
You can skip the shipping fees with free local pickup at our Brighton Grove store, where in-store pickup is available. After placing your order and selecting local pickup at checkout, your order will be prepared and ready for pick up within 1 to 3 business days. We will send you an email when your order is ready along with instructions.

Our in-store pickup hours are 9 AM to 5 PM, Monday to Saturday. Please have your order confirmation email with you when you come.

INTERNATIONAL SHIPPING
We offer international shipping to countries outside of the U.K.

Shipping charges for your order will be calculated and displayed at checkout.

Your order may be subject to import duties and taxes (including VAT), which are incurred once a shipment reaches your destination country. Queenstown is not responsible for these charges if they are applied and are your responsibility as the customer.

HOW DO I CHECK THE STATUS OF MY ORDER?
When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available.

If you haven’t received your order within 14 days of receiving your shipping confirmation email, please contact us at support@email.com with your name and order number, and we will look into it for you.

REFUNDS, RETURNS, AND EXCHANGES
We accept returns up to 30 days after delivery, if the item is unused and in its original condition, and we will refund the full order amount minus the shipping costs for the return.

In the event that your order arrives damaged in any way, please email us as soon as possible at support@email.com with your order number and a photo of the item’s condition. We address these on a case-by-case basis but will try our best to work towards a satisfactory solution.

For the full policy, please consult Refund Policy.

If you have any further questions, please don't hesitate to contact us at support@email.com.