My size is sold out, what now?
Most sneakers are not restocked but you can sign up to receive an email notification when your size is restocked. Just click on the size you're interested in and a window will pop-up. Fill in your details and that's it!
When will you ship my order? When will my order arrive?
We try to ship all orders in 2 business days, unless you’ve ordered products from an external warehouse. We don’t ship on the weekends and on rare occassions, it may take more than one day for your order to leave our warehouse. Your order will arrive 2-10 business days after shipment, you can track it from your profile or from the email we’ve sent you!
How can I cancel my order?
If you're a registered customer, just go to your profile and select the order you wish to cancel. Click on the button in the bottom right corner. You can also remove just one product from your order. In case the order was paid, you'll be refunded accordingly. Unfortunately, if you have placed the order as a guest, you have to contact our Customer Care team to help you out.
When will I receive free delivery?
We offer free delivery to VIP customers in selected countries with selected carriers or for purchases over a specified amount. Check the delivery page.
Can I place an order without having an account?
Yes, it is possible to create an order without having/creating an account. However, if you have an account, you can be a part of Queens family and get some great benefits with your purchases!
How long does a refund take?
It depends on the payment method. If you've paid by card or PayPal, the refund may take 2-3 business days to appear in your account from the moment we process your return. In the case of a refund by bank transfer, it may take about 5 working days.
Global shipping disclaimer
We reserve the right to charge higher shipping fees on orders of 3+ pairs of sneakers. Items shipped outside of the EU may be required to pay additional tax in the country of delivery. This does not apply to the USA. If your delivery country charges customs or import duties, you will have to pay these charges. Unfortunately, we have no control over them and cannot inform you of what they will be. Customs policies vary from country to country so if you have any questions, please contact your local customs office for more info. Nike: Due to Nike's new policy, we do not ship Nike and Jordan products outside of the European Union. Exceptions are Switzerland and the United Kingdom.
DHL, UPS x liquids
For safety reasons, DHL/UPS do not accept liquid products and bottles under pressure on their planes. This applies to mainly shoe care products (Crep) so if you order Crep and choose DHL/UPS as your carrier, the order will be returned to our warehouse. We will have to change the carrier in order to have the order shipped (if that's a possibility) or we'll refund you for the product and ship the rest of the order. Please take this into account when placing an order, as it may cause a delay of your order.
Canada postal fees
For Canada, fees are applicable on items over $20 CAD (approx. $14.86 USD), even via postal. Sometimes postal items slip through without additional fees; however, they are always subject. Also, Canada Post assesses a $9.95 Admin fee anytime D&Ts are owed. Below, I have included information regarding Customs Duties and Taxes. The link provided goes more into depth on this subject. Also, exchange rates may fluctuate slightly and can be checked prior to shipping by visiting www.x-rates.com. Please find more info right here.
When will you send my order?
Orders from our central warehouse are usually dispatched within 2-3 working days. We do not ship during the weekends.
How can I change the carrier?
We can only change the carrier if your order has not been shipped yet. Our warehouse works very fast so let us know about any changes as soon as possible.
When will my package arrive?
We get it, we would want our shoes with us right away too! The delivery time depends on the selected carrier - GLS 3-6 business days, Royal Mail 6-8 business days, DHL 2-4 business days, etc. If you think that your package has been lost, send us an e-mail. Find the delivery times HERE.
How do I find the parcel tracking number?
You will get the tracking number automatically by e-mail. If you can not find it or have trouble tracking your order, contact us! Tracking on the carrier's website is usually activated by the second business day after the shipment is sent.
My shipment was not delivered yet, what should I do?
If your order should have been with you already, please contact us as soon as possible. There is a possibility that it got lost in transit. In that case, we will contact the carrier and try to find out what happened. If it got lost, we will open the claim with the carrier. Once they confirm it's lost - we will issue a full refund to you.
The description says the product has men's sizing, can I buy the shoes if I'm a woman?
Men's or women's? It's all about one's taste! The only thing you have to watch out for is the correct size. It's best if you know your EU size (since it's universal) and you can use that as a guide. If you are unsure about something, hit us up!
Why can I not see my order on the account I have just created?
If you have placed the order without registration or without signing into your account, it won't be displayed in your order history. We can not add orders to your account, but you will receive all the information via e-mail.
What should I do if a faulty or damaged product arrived / the product was missing from my order?
We're so sorry! This definitely should not happen and we will, of course, find the solution for you. Please contact our customer support within 3 business days and take a photo of the damaged product with all the details and labels (in the case of a missing product, please take a photo of the parcel the order arrived in) and send us the photo and order details to our e-mail.
How long will it take for my money to be refunded after I return the goods?
We try to process refunds as soon as we receive packages at our central warehouse in Prague. If you've paid by card/ PayPal, you will receive the refund almost immediately. If you've paid with cash on delivery, only our finance dept. can refund you so they will need a few extra days to do so. We will send you an email when we receive the goods back.
How can I edit my order details?
If your order has not yet reached the packing process at our warehouse, we will be happy to edit it as needed. Please, contact our Customer Care! Unfortunately, we cannot edit the order once it has been processed, but a change of address can certainly be arranged directly with the carrier afterwards.