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Refund policy

THE QUEEN B BOUTIQUE

Returns & Refund Policy 

The Queen B Boutique Ltd. – Penarth | Cardiff | South Wales | Online & In-Store Shopping

We want every order from The Queen B to be perfect. Please read this policy carefully before returning any item to avoid confusion.

OCCASION WEAR RETURNS POLICY

(Occasion Dresses, Occasion Footwear, Occasion Accessories, Occasion Headwear, Wedding Guest Outfits)

✅  Occasion Headwear - Please note: All OCCASION HEADWEAR is NON-RETURNABLE and is purchased on this basis if purchased ONLINE or IN-STORE 

Online Occasion Wear Returns (Website Orders)

✅ Returns Window

  • You must return your item within 14 days of receiving your order

  • Returns received after 14 days will be rejected and sent back with no refund

✅ Return Conditions (Must Be Met)

To qualify for a refund, Occasion Wear must be returned:

  • In original condition

  • Unworn

  • With swing tags attached

  • In original packaging

  • Completely free from damage, including:

    • snags or pulls

    • makeup marks

    • fake tan marks

    • perfume / deodorant marks

✅ Refunds (Occasion Wear Online Orders)

  • Refunds are processed only after inspection and once all return conditions are met

  • Original delivery/shipping costs are non-refundable

✅ Proof of Return

  • If you use our DPD Returns Label, £15.99 will be deducted from your refund

  • If you use your own method of return, please ensure that you keep a copy of the proof of postage and tracking details 

  • Refunds may take up to 10 working days to appear back in your original payment account (depending on your bank)

Occasion Wear - Ordering Multiple Dresses 

To ensure your delivery package is adequately insured and to protect our stock availability, as we are an Independent Boutique and we are not a multinational, we operate a strict policy:

  • One Occasion Wear dress per order 

  • This applies even if dresses are:

    • different sizes

    • different colours

    • different styles

  • Any order containing 2 or more Occasion Wear dresses will be cancelled and refunded.(The refund timeline is as per stated above and dependant on your own banks)

In-Store Occasion Wear & Headwear Purchases

We offer a full complimentary styling service to try on your outfit with no pressure, therefore, any Occasion Wear purchased in-store is:

  • Non-returnable

  • Non-exchangeable

  • Non-refundable

This includes:

  • Occasion Wear dresses

  • Occasion Wear footwear

  • Occasion Wear accessories

  • Occasion Wear Headwear 

 

 

CASUAL WEAR RETURNS POLICY

(Casual wear Boutique Clothing, Casual Outfits, Footwear, Fashion Essentials, Accessories)

Online Casual Wear Returns (Website Orders)

✅ Returns Window

  • You must return your item within 14 days of receiving your order

  • After 14 days, no refunds, exchanges, or credit notes can be offered

✅ Return Conditions (Must Be Met)
To qualify for a refund, items must be:

  • In original condition

  • Unworn

  • With swing tags attached

  • In original packaging

  • Free from:

    • snags or pulls

    • makeup marks

    • fake tan marks

🚫 Non-Returnable Casual Wear Items
For hygiene and sale policy reasons, we do not accept returns for:

  • Earrings (hygiene reasons)

  • Swimwear (if the hygiene sticker is not intact)

  • Perfume Oils (hygiene reasons)

  • All Sale / Clearance / Discounted / Final Reduction items

✅ Refunds (Casual Wear Online Orders)

  • Refunds are available for eligible online orders only

  • Original delivery/shipping costs are non-refundable

  • If you use our DPD Returns Label, £5.99 will be deducted from your refund

  • Refunds are processed after inspection

  • Banks may take up to 10 working days to return the funds

✅ Proof of Return

Please note that all returned items remain your responsibility until they are received by us. Therefore:

  • We strongly recommend you keep a receipt or proof of postage for your return.

  • If you choose a return method other than the DPD service, we advise using a trackable and insured service.

  • Proof of return is required if your parcel does not arrive at the Boutique.

 

 

In-Store Casual Wear Returns (Boutique Purchases)

❌ No refunds are available for in-store purchases.

✅ You can request either:

  • An exchange for an alternative item, or

  • A credit note valid for 3 months from the date of issue

✅ Returns Window

  • Items must be returned within 14 days of purchase

  • After 14 days, no exchanges or credit notes can be offered

✅ Return Conditions
Items must be:

  • In original condition

  • Unworn

  • With swing tags attached

  • In original packaging

  • Free from snags, pulls, makeup or fake tan marks

🚫 Non-Returnable Casual Wear Items
For hygiene and sale policy reasons, we do not accept returns for:

  • Earrings (hygiene reasons)

  • Swimwear (if the hygiene sticker is not intact)

  • Perfume Oils (hygiene reasons)

  • All Sale / Clearance / Discounted / Final Reduction items

---------------------------------------------------------------------------------------

SALE / CLEARANCE / DISCOUNTED ITEMS (Online or In-Store)

All Sale, Clearance and Discounted items are:

  • Non-returnable

  • Non-exchangeable

  • Non-refundable

By purchasing these items, you confirm you understand and accept these terms.

 

 


CHRISTMAS RETURNS POLICY (Extended Period)

We offer an extended Christmas returns window each year (dates published seasonally).

Christmas Returns are:

  • Exchange only

  • In-store exchange only

  • No refunds

🚫 Non-Returnable Items
For hygiene and sale policy reasons, we do not accept returns for:

  • Earrings (hygiene reasons)

  • Swimwear (if the hygiene sticker is not intact)

  • Perfume Oils (hygiene reasons)

Important:

  • Items received after the published extended date will not be accepted

  • Late items received after this date will be returned to you at your cost

 

HOW TO RETURN YOUR ITEMS (Step-By-Step)

Request a Return

Log in to your account at https://account.thequeenb.co.uk and go to your order to request a return. Once you receive an email confirming your return has been approved, you can send the items back to us.

Returns Address (UK)

The Queen B Boutique Ltd.
Customer Service & Online Returns Dept.
9–10 Washington Buildings
Stanwell Road, Penarth
CF64 2AD
United Kingdom

Return Options

✅ Return In-Store (Penarth Boutique)

  • Please have your original receipt or online order number to hand when you visit the Boutique 

✅ Return by Post / Courier (UK Returns)

  • Drop off your parcel at your nearest DPD Drop-Off Point

  • Choose:

    • Digital returns label, or

    • Print at home label

DPD Return Charges (Deducted From Refund):

  • £15.99 for Occasion Wear returns

  • £5.99 for Casual Wear returns

 

 

Important Return Postage Information

  • Customers are responsible for return shipping costs

  • Original shipping/delivery fees are non-refundable

  • For returns valued over £25, we strongly recommend using:

    • the DPD Returns Portal, or

    • a fully trackable and insured delivery service

  • The Queen B is not responsible for lost returns

  • You are responsible for the parcel until it is safely received by us

 

 

Questions?

If you need help with a return, refund, or exchange, contact:

info@thequeenb.co.uk

 

 

Policy updated: 17.02.2026

 

 

 
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