Frequently Asked Questions

Where are you located?
We are located in Paris, France.

Do you ship all over the world?
Yes, absolutely. We ship worldwide.

Do you provide product tracking information?
Yes, wait 3 days after your order and you will automatically receive your number by email.

What are the shipping times for your products?
Your order will be sent within 24 to 48 hours. It will then be at your home within 7 to 12 business days.

What is a business day?
Working days are the days that are legally worked (Monday to Friday). They exclude Saturdays, Sundays and holidays. Working days are taken into account for
the calculation of paid vacations, while working days are taken into account in the relations between companies and customers (e.g. for delivery times).

What is the impact of Coronavirus on delivery?
Because of this crisis, deliveries are likely to be modified. Controls are much longer than before. The delivery time may vary by a few days, but this is completely normal. All our teams are mobilizing to reduce the impact of this pandemic.

Is delivery free?
Delivery is free for all orders for a limited time.

I still haven't received my order yet. What is taking so long?
We apologize for the delay. Sometimes international shipping can take longer than expected due to customs clearance.
However, you can track your order and see where it is at any time. If you still feel that you need help tracking your package or would like to inquire about your package, please contact us by email at contact@queen-underwear.com.

How do you manage to offer products at such a competitive price?
Contrary to major brands, our margin is lower than normal. We make sure that we can sell our products at a price closer to the factory price. The fact that our international warehouse is located in China allows us to further reduce the cost of the products.

Why is my packaging different?
Due to high demand, the packaging is likely to change.

What types of payment do you accept?
We accept all major credit cards (VISA, Mastercard, AMEX). However, we do not accept checks, money orders or bank transfers.

Is the payment secure?
When you buy online using your credit card, all your information is entered into a secure SSL web page. Your information is then encrypted by SSL and sent directly to our payment service provider's network, where your card and transaction are authorized and approved. Your credit card information is not stored on our servers in any way.

Do you have a refund policy?
We do our best to resolve any problems that our customers may encounter with their online items. If you still wish to receive a refund on your order, we can of course complete the payment, in the event that the recourse is made within 14 days of the date of the order and the product(s) concerned are not sold. For more information, please read more about our refund policy.

Where do we ship your product from?
Our offices are located in Paris, France. Our international warehouse is located in China.

Some items are missing from my order, what's going on?
Our products are shipped separately according to your order. For example, if your order contains items from two different warehouses, there will be two deliveries. The rest of the order will most likely arrive shortly.

I have received a damaged item. What can I do about it?
We are sorry to hear that. Simply send us an image of the damaged item in question to the email address: contact@queen-underwear.com and we will send you a similar replacement item as soon as possible.