Refund & Returns

14-day Return Policy

Items must be in original condition, and all packaging materials, accessories and applicable tags must be returned in order to be eligible for a refund.

The following criteria must be met for a return:

Return window: The return must be requested within 14 calendar days of the delivery date. 

Original condition: The item must be in original condition and cannot be used, altered, washed, marked, or damaged.

Original packaging: The item must be returned with all original packaging intact, which may include the shoe box, dust bag(s), brand tag(s) and authenticity card. All packaging cannot be altered, damaged, or removed.

MANQUEEN security tag: If an item was shipped with an MANQUEEN tag, it cannot be altered, damaged, or removed.  

Final Sale items and shipping fees are not eligible for return/refund.

MANQUEEN reserves the right to reject any returning products that do not comply with the above stated Return Policy. Rejected items will be sent back to the original shipping address without any refund being processed. In order to avoid this, please contact our Customer Care team to address any issues or concerns you have regarding the item(s) you wish to return.

Exchanges

MANQUEEN does not offer direct exchanges. We ask that you return the merchandise for a full refund and place a new order for the preferred item(s).

Return cost

Customers are responsible for shipping costs, customs, and tax fees.

Additional notes

  • You must submit all return & exchange requests within 14 days of receiving the item.

  • Please note that if you decide you no longer want the item or if you selected the wrong item, you will be responsible for the shipping fees incurred. Be sure to double-check the product information, including the size chart, before making your purchase. We appreciate your understanding and patience.

  • Please note that we will not refund shipping costs except in cases where the item arrives damaged, faulty, or if the package is lost or damaged during delivery.

  • Please do not send your return to the address on your package, as it is not the return address and your return will be affected. Our after-sales warehouses are located in the United States and Hong Kong, where we handle and process returns. We are also working on setting up additional return warehouses in other countries.

Cancellation

We accept order cancellation before the product is shipped or produced. If the order is cancelled you will get full refund. We cannot cancel the order if the product is already shipped out. 

Damaged/Defective Goods

If you believe an item is defective or damaged, please contact Customer Care.

Returns

To initiate a return, please submit a request for a Return Authorization (RA) through your MANQUEEN account. Alternatively, you can contact our Customer Care team to assist you with the return process.

Guest orders: If you’ve placed your order as a Guest, create an account using the same email address you checked out with. You can also use our online self-service tool to request a return, or contact Customer Care for assistance.

Please note that multiple orders cannot be returned with a single return request and in the same box; orders will need to be shipped separately with several return requests.

When requesting a return, customers must ensure to keep the return postage receipt until the refund is duly processed by MANQUEEN. MANQUEEN reserves the right to refuse any request for a return without this mandatory proof of return postage.

Please follow this step-by-step guide to initiate a return authorization:

Step 1 – Log in to your MANQUEEN account and access your ‘Order History.’

Step 2 –  Click on “Return Order” to request a return authorization (RA).

Step 3 – An RA number and return instructions will be sent to the e-mail address associated with the order.

Step 4 – Follow the instructions and coordinate the return with your local postal service.

Please ship returning international packages with your country/region’s local shipping carrier and be sure to use standard shipping. For added safety, please insure all packages with a tracking number.

Receiving a Refund

Once the returned merchandise has been quality checked and approved, MANQUEEN will issue a refund to the original method of payment and a confirmation e-mail will be sent to you. Please note that it can take up to 8 business days to process the refund. It may take your financial institution additional time to process the transaction and update your bank statement. In the event the returned merchandise does not pass the quality check and is not approved, MANQUEEN reserves the right to withhold the payment and keep the returned merchandise.

Reminder: To qualify for a refund, all returns must be in their original condition and include all original packaging (shoe box, dust bag, brand tag, authenticity card) and all MANQUEEN tags. Returns that fail to meet these requirements will be denied.

For any questions regarding returns, feel free to contact us at here!