Our products are all hand-made with love and attention to details, but we know they are not always perfect. If there's a product defect, you can submit a return request within 3 days from the date you've received your items.
To start a return, you can contact us at email@example.com. Please note that returns will need to be sent to the address given to you via email response by firstname.lastname@example.org.
If your return is accepted, we’ll send you an instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at email@example.com
How to submit a return request?
Is there a product defect with your order? Please email us at firstname.lastname@example.org with the following information:
- Order number
- Full name
- Email address
- Return item(s) name
- Reasons for the return
- Photos and video of the returning item(s) where the product defect is clearly visible
- Refund to original payment method
Please note that we are only accepting return for product defect at this moment. Refunds cannot be guaranteed without prior photographic or video evidence of the issue.
If you find that your order information is wrong, please contact us at email@example.com with your order number and correct information as soon as possible.
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. Please sent us picture and/or videos of the damage as a proof to firstname.lastname@example.org
Return shipping costs are not covered by TheQ fashion and we are not able to provide a shipping label for the return at this time. For your convenience, we suggest using your local post office and choose a service with tracking ID.
TheQ fashion is not responsible for any failed delivery attempt caused by negligent behaviors of customers. Negligence includes, but is not limited to, refusal of shipment confirmation and incorrect consignee's information (such as order address, contact number, or consignee's name). In this case, we are unable to file a refund for you.
All item(s) must be unworn and in the original condition with the original packaging and all tags attached. Any garments that appear to have been worn, washed, or altered in any way will not qualify for a refund. The original shipping cost (if any) is non-refundable, in most cases.
If your return does not adhere to the requirements it may be sent back at additional cost to the customer.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at email@example.com.
Original payment method: We will initiate the refund within 10 business days after the package arrives. You will receive a receipt confirmation via email once your returned package is processed. Refund time for credit/debit card payments varies depending on your bank. Please allow up to 15 business days for it to show up in your bank account.
Unfortunately, we don’t offer exchanges at the moment. But you can always place a new order and initiate a return. Your refund will be processed as soon as we receive the returned package.
Don't hesitate to reach out to us at firstname.lastname@example.org or the chat box on our website!
Q: Why don't you accept return for non product defect issue?
A: We understand worry-free return is a crucial part of online shopping experience, and we are doing our best to work toward a more relaxed return policy.
To be 100% transparent, as a women-led startup brand, we don't have the funding to process returned items and resell them. Therefore, the items we receive will not likely be resold again which is not only wasteful but also unsustainable. In addition, the global pandemic increases the labor costs and uncertainties of international shipping even more.
With that said, as we rapidly grow, we are aiming to invest in return processing warehouses to allow for worry-free returns. We really appreciate your support and patience in the meantime.
Q: What if I'm not sure what sizes I should wear as I can't return the item if it doesn't fit?
A: Don't worry! If you have any questions about sizing, our customer service team is here to help! Please reach out to us via social media messages, the chat box on our website, or our email (email@example.com) with the products you are interested in and your measurements. We will recommend the best size for you based on the material and design of the products.
Tip: You can also consult the size that our model wears for that product, which can be found on all product description pages.
Q: What counts as a product defect?
A: At TheQ fashion, we conduct thorough quality control check on every item to make sure you receive the best quality. In the unlikely event of quality issue, we are happy to provide full or partial refund based on the issue.
Quality issues include but not limited to: broken, skipped or missing stiches; significant defect in sizing; open seams' incorrect stiches per inch; etc.
As all of our products are hand-made, small manual error such as loose threads may occasionally occur. If the issue doesn't affect the usability of the product, we are unable to provide full refund.
Q: My order arrived too late. Can I return?
A: While we do our best to process and ship out every order, there are many uncontrollable factors in international shipping, especially during COVID-19.
As stated in our shipping policy, we are not able to make any delivery time promise at this time. Therefore, we are also unable to provide refund for items arrived late.
If the rare events where the process time takes too long, we will provide partial or full refund to the order on a case by case basis.
Q: I simply don't like the product I receive. Can I return?
A: We are sorry to hear that you are not 100% in love with your order! As much as we'd love to accept return for them, we simply don't have the budget to process return requests like this as a startup brand. At this time, we sadly can't accept any return requests other than quality issue. But as we grow, we will continue to search for sustainable ways for return of any reasons. As a female and minority owned startup, we really appreciate your understanding and support.