Shipping policy

Thank you for shopping with Queen Rose. We strive to ensure a seamless and efficient shopping experience for our customers. Please take a moment to review our shipping and return policy:  

 

Shipping Information & Policy 

 

  1. Processing time: 
    - Orders are typically processed within 1-2 business days after payment confirmation, excluding weekends and public holidays
    - Please note that processing time may take longer in the event our payment gateway has raised concerns on possible fraud.   

 

  1. Shipping Rates and Methods  
  • Unless otherwise specified, all orders are entitled to free shipping with no minimum spending
  • All shipping and delivery services, including handling, transit and delivery of packages are managed and executed by our trusted third-party carrier - FedEX.  
  • All product and shipping cost (if any) reflected is inclusive of tax. 

 

  1. Domestic Shipping with the US  
  • We offer shipping to most parts of the US. Free shipping is available with no minimum spending unless otherwise specified. This shall be made known and reflected during checkout before any payment is made.
  • Estimated delivery times for domestic orders vary based on the selected shipping location  
  • Standard shipping typically takes 4 – 7 business days. Longer delivery may be expected during the festive period.  

 

  1. International Shipping  
  • We currently do not ship outside of the US for orders made through our official site. 

 

  1. Order Tracking  
  • All orders made from Queen Rose official site will be provided an order number. Once your order is shipped, a confirmation email with tracking information from our third-party service provider will be sent to the provided email address. Customers can track their packages using the tracking number provided. Please also ensure that you have provided the correct email and delivery address during checkout.  

 

  1. Shipping Address  
  • Customers are responsible for providing accurate and complete shipping information. Please ensure the correct shipping address is provided during checkout. Queen Rose shall not be held liable for packages delivered to incorrect addresses provided by the customer.  
  • A fee is chargeable for the change of address in the event a customer wishes to update / change their shipping address. The chargeable amount will be advised upon request. 

 

  1. Shipping Delays:  
  • While we strive to deliver orders promptly, unforeseen circumstances such as weather, carrier issues, or peak holiday seasons may impact delivery times. We appreciate your understanding in such situations  

 

  1. Missing or Damaged Items:  
  • In the event of missing or damaged items upon delivery, please contact our customer care team within 3 business days of receiving your order. We will promptly assist you in resolving the issue
  • Please note that Queen Rose is not liable for any missing or damaged items caused by mishandling or negligence of either the customer or our third party delivery service provider. In the event you suspect your item(s) has been damaged or stolen during delivery, Queen Rose will assist to raise a ticket to our third party service provider to attempt damage recovery. 
  • We seek your corporation in providing us or our third party service provider with documents and information, if any, to facilitate the investigation and / or compensation. Please note that neither Queen Rose or our third party service providers will request for sensitive data such as your social security number during our recovery process. 

 

  1. Returns Due to Shipping Issues  
  • If an order is returned to us due to incorrect shipping information provided by the customer or failed delivery attempts, additional shipping charges may apply for rescheduling of shipment  

 

  1. Contact Information  
  • For any shipping-related inquiries or assistance, please contact our customer care team at support@queenrose.com 

 

Returns Policy 

 

  1. Return Policy  
  • To initiate a return, please contact our customer care team at support@queenrose.com. Please note that for delivered items, our customer care team will be requesting for proof of purchase from our Queen Rose official site, photos of products and other relevant documents.  
  • Please note that the return request on our official site is only for Queen Rose official site request. Please ensure that any return requests are to be made within 30 days from your purchase date. 
  • For purchases made from Amazon or other third-party platforms, kindly contact the relevant platform accordingly for our platform sales personnel to assist you promptly.  
  • Items approved for return must be in their original form, undamaged, unstained and with all tags attached. Returns that do not meet these criteria may not be accepted.  

 

  1. Return Shipping  
  • Customers are responsible for return shipping costs unless the return is due to an error on our part or a defective product, which is subject to our inspection.  
  • For approved returns, we recommend engaging a trackable shipping method when returning your items as we will not be held liable for any loss or damage of goods.  

 

  1. Refunds  
  • Once your approved return request is received and inspected, we will process the refund to the original payment method within 14 business days.  
  • Please note that the original / initial shipping cost (for free shipping, if applicable) by our third-party service providers will be deducted from the original payment amount before refund.  
  • Refunds will not be applicable on all scheduled third party services included with the purchase such as any delivery fees, mattress collection or disposal fees, all third party service fees incurred will be payable by customers. 

 

  1. Exchanges  
  • We do not offer exchanges on any purchased items. Once an item is purchased, it cannot be exchanged for another item or a different size/colour.  

 

  1. Damaged or Incorrect Items  
  • For damaged or incorrect times purchased from our official site, please contact our customer care team via email with your purchase proof and relevant images including the packaging. Our customer care personnel will assist you with the process.   

 

Policy Updates  

Queen Rose reserves the rights to modify or update this shipping policy at any time. Any changes made to this policy will be updated on our website. 
  

By placing an order with Queen Rose, you agree to adhere to the terms outlined in this shipping policy.