What is the return policy?

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at customerservice@queensrowjewelry.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, custom products (such as special orders or personalized items).  Please get in touch if you have questions or concerns about your specific item at customerservice@queensrowjewelry.com.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If a fraudulent attempt is encountered, a 20% restocking fee will be deducted from your refund to your original payment method - never on legitimate return orders. If your return is approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund.

You can always contact us for any return question at customerservice@queensrowjewelry.com.

What is the shipping policy?

Queens Row Jewelry is proud to offer international shipping services to over 100 countries worldwide. It is our pleasure to bring you the best quality products along with unmatched customer service. 

How do you ship packages? 

Packages from our warehouse overseas will be shipped by ePacket or EMS depending on the weight and size of the product. Packages shipped from our US warehouse are shipped through USPS. 

Do you ship worldwide? 

Yes. We provide shipping to over 200 countries around the world. However, there are some locations we are unable to ship to. If you happen to be located in one of those countries we will contact you. 

How long does shipping take? 

Shipping time varies by location. These are our estimates: 

*This doesn’t include our 2-5 day processing time.* 

 ORDER PROCESSING

If your item is in stock, please allow 2-4 business days to process your order once payment is received and cleared. Please note during high volume sale periods or new range releases there may be minor delays – we appreciate your patience during this time! Once shipped, you will be emailed with tracking information to follow your order to its destination. *Please note: there is no dispatch on weekends or public holidays.

 Do you provide tracking information?

Yes, you will receive an email once your order ships that contain your tracking information. If you haven’t received tracking info within 5 days, please contact us at https://customerservice@queensrowjewelry.com. 

My tracking says “no information available at the moment”. 

For some shipping companies, it takes 2-5 business days for the tracking information to update on the system. If your order was placed more than 5 business days ago and there is still no information on your tracking number, please contact us: https://customerservice@queensrowjewelry.com. 

My tracking says “no information available at the moment”. 

For some shipping companies, it takes 2-5 business days for the tracking information to update on the system. If your order was placed more than 5 business days ago and there is still no information on your tracking number, please contact us: https://customerservice@queensrowjewelry.com. 

Will my items be sent in one package?

For logistical reasons, items in the same purchase will sometimes be sent in separate packages. 

How do I track my order?

Have an account?

Awesome! Login and head over to your Queens Row account and select “My Orders” to review your order status. Once your order is packed and ready to ship, you’ll receive a tracking number via email.

Don’t have an account?

No Worries! You can still create an account using the same email address you used to place the order and it will appear under “My Orders”.  Tracking numbers are automatically sent once your order is packed!  

What about customs? 

We are not responsible for any custom fees once the items have shipped. By purchasing our products, you consent that one or more packages may be shipped to you and may get custom fees when they arrive in your country. 

How do I make changes to an order I’ve already placed?

If you need to make any changes to your order, including adjusting and canceling the order, or changing the shipping address, please reach out within 24 hours of placing the order. Kindly note that as our team works hard to get your order dispatched as quickly as possible, we may not be able to cancel or update your order upon request.

For monogrammed and engraved pieces, once the order is placed, we are not able to cancel or update the order.

How do I care for my jewelry?

Daily Care: Protect your jewelry and its plating by removing it while swimming, showering, exercising, washing your hands, or applying any products such as perfumes, lotions, or hair products. We pride ourselves on the quality of our product; however, if your jewelry should be exposed to any of the above products, tarnishing may occur. Tarnishing may also be caused by the skin's natural pH levels.

Cleaning Instructions: To keep your jewelry clean, wipe it with a soft 100% cotton cloth. Do not use jewelry cleaner.