Delivery & Returns

Tariffs and Customs charges for EU customers as a result of Brexit

The UK/EU Trade deal has resulted in new legislation and application of tariffs and VAT charges on some of our products that are purchased in the EU (not including Ireland).

Regretfully, additional tax charges and duty will be applied at the point of entry to your country (these differ from country to country within the EU) for items over £135. These are in addition to P+P costs paid to ship your items. Customers in the EU (not including Ireland) are now 'importing' items from the UK, and where items are not made in the UK (some of our items are made in India, for example) the legislation dictates that tariffs and tax must be applied when goods enter the EU market, from the UK. 

This does not apply to some items that we make in the UK.

An example of the additional customs costs applied to a purchase are:

QOA item cost + P&P cost as paid by the customer at checkout

+

20% VAT applied on total cost of shipment* 

12% Customs Duty*

*Additional cost paid by customer before goods are released from customs.

This new process and cost comes as a shock to us, and many businesses who enjoyed the previous free trade agreement. We are looking to see how we can reduce these impacts for our customers.

Order Processing

We are a small, very hands on team and we take a couple of hours checking and preparing each dress before sending. As such, shipping days will likely be limited to Monday and Thursdays. Please bear this in mind when purchasing for important dates or events. If you have an urgent request, please don’t hesitate to get in touch with us at customercare@queensofarchive.com.

Orders received before 10am on shipping days should be dispatched that same day, however this is not a guarantee.

UK Shipping

UK orders are sent via our shipping partners DHL. We may take up to 48 hours to process and order before it is passed to DHL.

DHL Express Domestic - 1-2 days shipping (from dispatch day)

Ireland Shipping

DHL Express Domestic - 2-3 days (from dispatch day)

International Shipping

We have partnered with DHL to offer Express Worldwide Shipping. Please check below to review shipping times and cost for your location. We are unable to provide alternative services internationally at this time. 

EU - 2-3 days depending on delivery zone (and from dispatch day) - Express £20

Please note duty and fees will apply to your EU order, in addition to the cost of this service, along with an additional courier handling fee.

USA + Canada - 1-2 working days (from dispatch day) - £20

Australia - 3 days (from dispatch day) - £20

EEC + ROW - Due to the zonal nature of worldwide shipping, prices vary for other global locations, please check the price of shipping at checkout.

International Currencies - Please note, we offer the following currency payments through our checkout (AUD, CAD, CNY, DKK,  EUR, HKD, INR, JPY, NZD, SEK, USD). If you select your local currency for payment, the price for the total of the checkout including shipping will be an automatic conversion by the merchant to the GBP equivalent. 

Returns Policy

We take great pride in our reputation for providing dresses of the highest quality and ensure our Queens are happy with their purchase. If for any reason you are not completely satisfied with your purchase, we will gladly exchange or refund your merchandise within 14 days of receipt, provided that:

  1. We are emailed to register your wish to exchange or return your item.
  2. We receive the return within 14 days of purchase.
  3. The item is returned in its original condition - unworn, unused, unwashed, undamaged with all original tags in place.
  4. The return is posted in the package in which it was received, or an equally secure outer box.
  5. If the item was a gift, the name of the purchaser must be noted.

Failure to meet these requirements may result in delays processing the return or receipt of the package by us.

In order to contact us regarding your return, please email our customer care at the below email address:

customercare@queensofarchive.com

We will then be in touch with you to provide you with the return instructions and a label which you must print and affix to the package.

Alternatively, you are free to send back the item via your own method, as long as the above criteria are met. We recommend using a tracked service and keeping proof of postage for your return to ensure we receive the item. We cannot complete a return (or refund) if the item is lost whilst being returned to us.

International Returns (Including EU)

The above criteria applies to international returns. Please contact us should you have concerns regarding your international return.

Return Costs

Unfortunately, being a new small business, we are unable to offer free returns. Please note that we do not refund original shipping costs or any duties or taxes incurred in a purchase. 

We definitely aim to be able to offer free returns as we grow however, in order for us to be able to keep producing more dresses and products, this is not an option for us at this time.

With this in mind, please carefully consider your purchase prior to payment using the size guide, product detail information (on each product page) or by contacting us to answer any questions you have.  

Refunds

Refunds issued (minus original shipping and return costs, if applicable) may take up to 5 working days to reach your account, depending on your bank, from the time we receive the item back.

Exchanges

Due to the exclusive, limited run of our dresses, please contact us at customercare@queensofarchive.com and we’ll try our best to assist with finding your desired alternative. We will need to receive the item back in accordance with our returns criteria (above) in order to process an exchange.