FAQ
ORDERING & PAYMENT
Q: How do I place an order?
A: Simply browse our website, add your favourite items to the cart, and proceed to checkout. You will need to provide your shipping details and choose a payment method. We accept all major Credit/Debit Cards and PayPal.
Q: What payment methods do you accept?
A: We accept all major Credit/Debit Cards (Visa, Mastercard, American Express) and PayPal. All payments are processed securely through our accredited payment gateways. For your security, we do not store your full credit card details on our servers.
Q: Can I modify or cancel my order?
A: We can only attempt to modify or cancel an order before it has been processed and shipped. Please contact us immediately at qineyn@gmail.com with your order number. Once your order has been shipped, it can no longer be cancelled, but you may return it upon delivery according to our Return Policy.
SHIPPING & DELIVERY
Q: Where do you deliver?
A: We currently ship to all addresses within the United Kingdom.
Q: What are your shipping options and costs?
A: We offer FREE Standard Delivery on all orders. We also offer Express Delivery for a flat fee for faster delivery.
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Standard Delivery (Free): 3-5 business days after processing.
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Express Delivery (Fee Applies): 1-2 business days after processing.
Q: How long will it take to receive my order?
A:
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Processing Time: Orders are typically processed within 1-3 business days (Monday-Friday, excluding public holidays).
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Delivery Time:
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Standard Delivery: 3-5 business days after processing.
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Express Delivery: 1-2 business days after processing.
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Total Time: Please allow for the total of processing time + delivery time.
Q: How can I track my order?
A: Once your order has been shipped, you will receive a shipping confirmation email containing your tracking number and a link to track your package. You can also find this information in your account order history.
Q: My tracking number isn't working. What should I do?
A: It can take 24-48 hours for the tracking information to activate and update in the courier's system after the shipping label is created. Please allow some time for the system to update. If it still doesn't work after 2 business days, please contact us.
RETURNS & REFUNDS
Q: What is your return policy?
A: We offer a 14-day return policy from the date of delivery for most items in new, unused condition with original packaging and tags. Some items are final sale (e.g., personal care products, custom-made items). Please see our full Return & Refund Policy for all terms and conditions.
Q: How do I start a return?
A:
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Do not ship the item back without authorization.
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First, contact us at qineyn@gmail.com with your order number and reason for return.
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Our customer service team will guide you through the process and provide a Return Authorization number and instructions if your return is approved.
Q: Who pays for return shipping?
A:
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If the return is due to our error (e.g., you received a wrong, damaged, or defective item), we will cover the return shipping cost.
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If the return is due to a change of mind, the customer is responsible for the return shipping fee.
Q: How long does it take to process a refund?
A: Once we receive and inspect your returned item, we will process the refund to your original payment method within 7-10 business days. Your bank or payment provider may then take additional time to post the credit to your account.
ACCOUNT & SECURITY
Q: Is my personal and payment information safe?
A: Absolutely. We use industry-standard Secure Sockets Layer (SSL) encryption technology to protect your personal and payment information. We do not store your full credit card details on our servers. All payments are processed through accredited payment gateways.
CONTACT US
Q: How can I contact customer service?
A: For any questions not answered here, please email us at:
qineyn@gmail.com
Our team will respond within 1-3 business days.
Service Hours: Monday - Friday, 9:00 AM - 6:00 PM (GMT)