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Refund policy

RETURNS & REFUND POLICY

The Queen B Boutique Ltd. — Penarth, Cardiff, South Wales. Online & in-store.

We want every order from The Queen B to be perfect. Please read this policy before returning any item so there are no surprises.

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1. YOUR RETURN WINDOW

Online orders: you have 14 days from the day your order arrives to return it.

In-store purchases: you have 14 days from the date of purchase.

Returns received after 14 days will be rejected and sent back to you, with no refund, exchange or credit note.

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2. CONDITION (ALL RETURNS)

To qualify for a refund or exchange, items must be returned:

  • In original condition
  • Unworn
  • With swing tags still attached
  • In original packaging
  • Free from snags or pulls, makeup marks, fake tan marks, and perfume or deodorant marks

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3. ITEMS WE CAN'T ACCEPT BACK

For hygiene and sale reasons, the following can't be returned, exchanged or refunded, online or in store:

  • Earrings (hygiene)
  • Swimwear, if the hygiene sticker is not intact
  • Perfume oils (hygiene)
  • All sale, clearance, discounted and final-reduction items

Occasion headwear is also non-returnable, online or in store (see section 4).

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4. OCCASION WEAR

(Occasion dresses, footwear, accessories, headwear and wedding guest outfits)

Online occasion wear orders:

  • You must let us know you intend to return within 2 days of delivery, by requesting your return through your account.
  • Returnable within 14 days if the conditions in section 2 are met
  • Refunded after inspection, once all conditions are met
  • Original delivery / shipping costs are non-refundable
  • If you use our DPD Returns Label, £15.99 is deducted from your refund

One occasion dress per order:

To keep each parcel properly insured and to protect stock availability as an independent boutique, we accept one occasion wear dress per order. This applies even if the dresses are different sizes, colours or styles. Any order containing two or more occasion wear dresses will be cancelled and refunded.

Occasion headwear:

Non-returnable whether bought online or in store.

In-store occasion wear and headwear:

We offer a full, no-pressure styling service to try your outfit on in the Boutique, so occasion wear bought in store is non-returnable, non-exchangeable and non-refundable. This includes occasion dresses, footwear, accessories and headwear.

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5. CASUAL WEAR

(Boutique clothing, casual outfits, footwear, fashion essentials and accessories)

Online casual wear orders:

  • Returnable within 14 days if the conditions in section 2 are met
  • Refunded after inspection
  • Original delivery / shipping costs are non-refundable
  • If you use our DPD Returns Label, £5.99 is deducted from your refund

In-store casual wear purchases:

  • No refunds on in-store purchases
  • You can have an exchange for an alternative item, or a credit note valid for 3 months from the date of issue
  • The same 14-day window and condition rules apply

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6. SALE, CLEARANCE & DISCOUNTED ITEMS

All sale, clearance and discounted items, online or in store, are non-returnable, non-exchangeable and non-refundable. By buying these items you confirm you understand and accept this.

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7. CHRISTMAS RETURNS (EXTENDED PERIOD)

Each year we offer an extended Christmas returns window, with dates published seasonally. Christmas returns are exchange only, in store only, with no refunds. The hygiene and sale exclusions in section 3 still apply. Items received after the published date won't be accepted and will be returned to you at your cost.

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8. HOW TO RETURN (STEP BY STEP)

Step 1 — Request your return

Log in to your account at account.thequeenb.co.uk and go to your order to request a return. Please wait for our email confirming your return is approved before sending anything back.

Step 2 — Choose how to send it back

In store (Penarth Boutique):

Bring your original receipt or online order number with you.

By post or courier (DPD Returns Portal):

Open our DPD Returns Portal at https://our-returns.dpd.co.uk/QBONLINERETURNS, choose a digital or print-at-home label, and drop your parcel at your nearest DPD point. You're welcome to use your own method instead.

DPD return charges (deducted from your refund):

- £15.99 for occasion wear

- £5.99 for casual wear

Returns address (if you use your own postage):

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

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9. RETURN POSTAGE & RESPONSIBILITY

  • Customers are responsible for return shipping costs
  • Original shipping / delivery fees are non-refundable
  • For returns worth over £25, we strongly recommend the DPD Returns Portal or a fully trackable and insured service
  • If you use your own method, please keep your proof of postage and tracking details
  • The Queen B is not responsible for lost returns. Your parcel remains your responsibility until it safely reaches us

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10. YOUR REFUND

Refunds are processed after inspection, once all return conditions are met, and go back to your original payment method. From there it can take up to 10 working days to appear, depending on your bank.

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11. QUESTIONS

If you need help with a return, refund or exchange, email us at info@thequeenb.co.uk and we'll be glad to help.

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Policy last updated: [set to the publish date]. This version includes a genuine term change (the occasion wear 2-day notification), so the date should be refreshed rather than kept as 17.02.2026.

The Queen B Boutique Ltd.

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