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ROYAL REWARDS


FAQs

If you have any questions about The Accessory Queen Ltd’s you should be able to find an answer quickly and easily below.

And of course please do not hesitate to contact us if you need any other information on info@theaccessoryqueen.co.uk or via our contact us page.

ORDERING & PAYMENT

Is it safe to order online?

paypal_logo.gifWe are proud to use the well known Paypal system.

In addition, we are a retailer who participates in Verified by Visa & MasterCard SecureCode. To give you even more confidence shopping on the internet, Verified by Visa and MasterCard SecureCode is a relatively new service that protects your card details with a personal password, much like Chip and Pin.

When will my credit card be charged?

If the payment is authorised , your card will be immediately debited and you will receive an order confirmation e-mail from us.

If payment is authorised but there is a query with your order, we will contact you by email within 1 working day to resolve the issue. If, for any reason, we are unable to resolve the query to your satisfaction we will issue a full refund back to your card and confirm this to you by email.

If the payment is not authorised, your card will not be charged and you may wish to contact your card issuer for further information.

Which credit/debit cards do you accept?

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Are there any other ways I can order?

Yes, although ordering online is the quickest and simplest way to order, you can also place your order in the following ways:

Telephone: Simply call The Accessory Queen on 01635 44209 and we can take your order. To save time please have the name and item numbers of the products you would like to order and your credit card details ready.

Post: To order by post, simply send the information below complete with a cheque / postal order  made payable to The Accessory Queen Ltd.

Your Name
Your Billing address
Delivery address (if different)
Name,Item number, & quantity of items you wish to order
Please ensure the relevant P&P charge is included, as shown below:

What are the post and packaging costs and approximate delivery times?

UK Standard Delivery - costs £2.95 per order

  • We send our standard delivery packages by Royal Mail 1st Class Recorded delivery
  • This service requires a signature on receipt and provides an online confirmation of delivery
  • If your order is required by a specific date we recommend you use our next day delivery service

UK Next Day Delivery - costs £4.95 per order and is available on orders placed before midday

  • We send our UK next day delivery packages by Royal Mail Special Delivery which will ensure delivery on the following day. However delivery to some areas of the UK may take longer
  • This service requires a signature on receipt
  • Please note that delivery on a Saturday is not guaranteed with this service and public holidays are not included
  • Orders placed after midday will be sent the following working day.

Will I need to sign for my order?

  • Generally orders will require a signature upon receipt
  • As you probably know if there is no-one present at the delivery address, Royal Mail will leave a card so that you can re-arrange a delivery or collect your order in person from your local post office/depot.

Can my order be delivered to another address such as my work address?

  • Yes, for UK orders only you can choose to have your order sent to an alternative UK address

International Delivery - costs £8.95 per order

  • All transactions are carried out in £ sterling and you will be charged in sterling which means the amount you pay will depend on the exchange rate at the time your order is processed
  • Orders may be subject to local taxes & import charges in certain countries which must be borne by you. We are not able to predict what these charges may be and recommend that you contact your local customs office for information
  • Please note: we are only able to deliver to the credit card holders billing address and cannot accept any orders to an alternative delivery address outside of the UK
  • This service requires a signature on receipt.

I haven't received my order?

If all the confirmation correspondence emails from us are in order and the estimated delivery time has passed then please contact us by email or telephone and have your order details ready.

I wish to cancel my order. What should I do?

If you wish to cancel your order, please inform us in writing or by email within 7 working days of placing your order. This is in accordance to the Distance Selling Regulations and your rights to a 7 day cooling-off period.

If your order has already been dispatched, you will be responsible for returning the goods to us and should follow the process as outlined on our ‘Returns’ page.

My product is faulty. What should I do?

If you have received a faulty item, please follow the process below. We will issue a full refund (incl. Postage costs), exchange (if available) or credit note once the item has been deemed as faulty by The Accessory Queen Ltd.

Email us at info@theaccessoryqueen.co.uk or via our contact page and tell us about the fault. Please include your original order reference, your name and billing address as well as an explanation of the fault discovered.

We will reply and advise the postage method you should use to return the faulty goods following our ‘Returns’ procedure.

Can you confirm you have received my return?

We will send you an email notifying you of your refund within 7 working days of us receiving the returned goods.

GIFTS

I’m buying the product for a gift … do you offer a gift wrapping service?

We would be pleased to offer this at a nominal charge depending on the size of the order. Please make a note at checkout or email us and we will contact you to arrange the details.

PRODUCT INFORMATION

An item I’d like to purchase is out of stock. When will it be back in stock?

If an item is out of stock the quickest way to check when it will be back in stock is to email us on info@theaccessoryqueen.co.uk and let us know what you are looking for and we will email you back a response within 48 hours.
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OTHER QUESTIONS

Do you have a shop?

Our new location will be updated here shortly. In the meantime please have a look at our ‘About Us’ page.