FAQ

HOW LONG WILL IT TAKE TO RECEIVE MY ORDER?

• You will receive an email once your order has been dispatched via USPS which will contain your USPS Tracking Number. Please keep in mind that it may take USPS up to 24 business hours to provide tracking updates. 

CAN I EXCHANGE MY ITEM?

• Yes, we do offer exchanges. Please use exchange portal to start exchange process. contact@kweenzfashion.com. Exchanges are to be made within 3 business days from the date package was received. If you wish to exchange an item we will issue you store credit that can be used towards the website at any time. Once we receive your exchange item, please allow 5 business days for the exchange to be processed and complete.

If you need to exchange a shoe for the same item because it was to small or to big, you have 3 days to send us an email at contact@kweenzfashion.com and we will provide the return address.

• We cannot guarantee that the same item and size will be available at the time you want to exchange.
• You will be responsible for paying for your own shipping costs for returning your item.
• Kweenz Fashion will not accept any shoes that have any sign of wear or damage. If your item has any signs of wear or damage, your exchange will not be processed.
• Please send exchange items to the address sent out. The items MUST BE in their original packaging and unworn. If the order is NOT returned in its original state, your exchange WILL NOT be honored. Bodysuits, swimwear, white items, lingerie, sale items, accessories excluded and are FINAL sale.
• contact@kweenzfashion.com

I NO LONGER WANT MY ITEM. CAN I RECEIVE A REFUND?

• No, we do not offer refunds. You may send the item back for store credit. Note that bodysuits, swimwear, lingerie, white items, sale items and accessories are FINAL sale and are NOT eligible for an exchange.

DO YOU PROVIDE RETURN SHIPPING LABELS?

• No, we do not offer return labels as exchanged items are made at the customers own cost. We suggest using USPS as it is the most cost-efficient shipping method.

CAN I CANCEL MY ORDER ONCE IT HAS BEEN PLACED?

• No, we are very quick at processing orders to make sure that you receive yours as soon as possible. Once an order has been placed, we are unable cancel it.

WHY HAS MY ORDER BEEN CANCELLED?

• Our items sometimes sell out very quickly due to a high demand or occasions an item you have ordered can suddenly become unavailable. If your order contains additional items, we will dispatch the rest of your order and refund the out of stock item.
• In other cases, if the billing information and shipping addresses cannot be verified through our merchant your order may be canceled. In this case, you will need to try replacing your order using an alternate payment method.

HOW LONG DOES IT TAKE TO RECEIVE STORE CREDIT?

• When we receive your exchange item, we will process the exchange within 2-4 business days. Once your exchanged item has been processed and your store credit issued, you will receive a store credit code at the email address which you provided at the time of your purchase. Please check your email inbox as well as the spam folders for this store credit code. 

CAN I MODIFY MY ADDRESS AFTER IT HAS BEEN VALIDATED?

• Yes. This type of adjustment is possible as long as the order has not yet been shipped. Please contact us as soon as possible to notify us of the changes to your order. If urgent we recommend that you contact us by email during business hours.