Refund policy
Return and Exchanges
Does my order qualify for a refund
Orders must be returned within 14-days of delivery to qualify for a refund. Items must be unwashed, unused, and in their original condition, preferably with original packaging.
Sale and Seconds items are not eligible for refunds.
Refunds may be provided to the original form of payment. EFTPOS/Credit Card refunds must be processed against the original card details (the exact card used to make the original purchase). Shipping and handling fees are nonrefundable.
Once returns are received and processed by Hunter and Queen’s Customer Service Team, refunds may take 5-10 days to reflect. This is dependent on the form of payment used.
Does my order qualify for an exchange?
Orders returned within 30-days of delivery, may receive a store credit or an exchange for additional product may be provided upon request.
Seconds items are not eligible for refunds or exchanges.
Items must be unwashed, unused, and in their original condition to qualify.
Shipping and handling fees are nonrefundable.
How do I make a return?
Please remember as per terms above, we are happy to accept: returns for exchange within thirty (30) days of delivery, and refunds within (14) days of delivery, when the item(s) are in their original condition - unwashed and unused.
Sale and seconds items are not eligible for return.
If your order qualifies for a refund or exchange and you choose to return it, please contact our Customer Care Team at welcome@hunterandqueen.com. Please be sure to include your Name, Order Number (starting with HQ###), the name of item(s) you wish to send back, and a brief reason regarding the return.
When your email is received by our Customer Care Team, a case number will be issued and further instructions on how to return the item(s) to our warehouse will be provided.
Return shipping to HUNTER AND QUEEN’s head office will be at the cost of the purchaser. As Hunter and Queen is not liable for the loss of an item being returned we recommend that you return it using registered mail and keep a record of the tracking number.
Problem with a received order?
Missing an Item
All orders are checked prior to posting. Very rarely, our warehouse team may mistakenly add or omit an item to an order.
Should there be an error in fulfilment, Hunter and Queen will replace the goods at no additional cost to the customer.
Please contact our Customer Care Team with details at welcome@hunterandqueen.com so we can resolve this for you as soon as possible.
All faulty, missing or incorrect items must be reported to Customer Care within 7 days of delivery.
Received a faulty item
All products are checked prior to posting. Should a product arrive with faults, Hunter and Queen will replace the goods at no cost to the purchaser.
Please contact our Customer Care Team with details welcome@hunterandqueen.com so we can resolve this for you as soon as possible.
All faulty, missing or incorrect items must be reported to customer service within 7 days of delivery.
Having trouble locating your item
If your order has been confirmed as delivered but was not received, Hunter and Queen strongly recommends communicating with both your neighbours or community office (if applicable) to ensure it was not mistakenly delivered. If you are still having trouble locating your items, please contact your local courier office as it may be held there.
If your order has not been found after corresponding with your local courier, please contact Customer Care at welcome@hunterandqueen.com. Missing orders must be reported within 10 days of confirmed delivery.
Customer Care may open a trace and/or claim for lost in transit and misdelivered packages. Further information can be provided by your assigned Customer Care Team Member.
