Claims
Did you receive goods that are damaged or not quite right? Don't worry, you can file a complaint.
Procedure:
Register your complaint online in the complaints portal – describe the defect as precisely as possible and attach photos straight away; they help us assess the complaint. Then just follow the instructions the guide shows you, which we'll also send you by email. They tell you how to pack the goods and how to send them back.
Before you send the goods, keep this in mind:
Put the return form or a piece of paper with your order number in the parcel – so we know whose it is.
Goods sent in for a complaint must be cleaned, free of all dirt and hygienically safe. We don't have to accept goods that don't meet these requirements for the complaint procedure.
File the complaint as soon as the defect appears. If you keep wearing the goods, the defect may get worse, which can be a reason for rejecting the complaint.
The 30-day period for handling the complaint starts when the goods arrive at our warehouse. We'll keep you informed of every important step by email or phone.
Did your parcel (or part of it) arrive damaged, or did you receive a different product than you ordered? If you want to send it back, go back one step and register it as a return. If you'd like a different solution, write to us as soon as possible at [email protected].
Complaints procedure
A complaint must be filed without undue delay as soon as the defect appears. Any delay while continuing to use the goods may cause the defect to worsen and the goods to lose value, which may be a reason for rejecting the complaint.
The warranty period for goods is 24 months and starts on the day the goods are received.
The warranty period must not be confused with the lifespan of the goods, i.e. the time the goods can last with proper use and care, including maintenance, given their properties, intended purpose and differing intensity of use.
If, after receiving the goods, the buyer finds that they do not match the goods ordered or that they have a defect, the buyer must inform the seller without delay, no later than 5 days after receiving the goods.
If a defect occurs in the purchased goods, the customer has the right to file a complaint about it.
A defect means a change in the properties of the goods caused by the use of unsuitable or low-quality material, failure to follow the manufacturing technology or an unsuitable design.
A change (in the properties) of the goods that arose during the warranty period as a result of wear and tear, improper use, insufficient or unsuitable maintenance, natural changes in the materials the goods are made of, any damage caused by the user or a third party, or any other improper intervention cannot be considered a defect.
A complaint is considered properly filed if the goods are complete and general hygiene principles do not prevent the complaint. The customer is obliged to present the goods cleaned, free of all dirt and hygienically safe. The company operating the e-shop Queens is entitled to refuse to accept for complaint processing any goods that do not meet the above general hygiene principles (Czech Decree No. 91/1984 Coll., on measures against communicable diseases).
The complaint, including removal of the defect, will be handled without undue delay, no later than 30 days from the date it was filed. In justified cases, the responsible employee may agree a longer period with the customer.
The customer files a complaint by registering it in the complaints portal and sending the goods together with a copy of the proof of purchase (invoice) to the warehouse address.