Returns and Exchanges

REFUND POLICY

We want you to love your Queen of Suburbia Lingerie. If, however, something isn't quite right, please notify us of this within 5 days of receiving your order. If you believe that you've found a quality issue with your garment, we must be notified within 3 days of receipt of any defects. To return items in your order, excluding panties:

 

1. Within 5 days of receipt : write to inform us of your intention to return and to confirm the return address. 

2. Garments must be returned in unwashed, unaltered, and in original condition with tags attached within 7 days of receipt

3. Within 7 days - Send to us via mail. We suggest using a tracked method of shipping. In case of dispute, we also recommend you retain and/or send us proof of return, such as a postal receipt.

We will inspect the returned items and if your returned goods are in the specified condition above, we will then issue you a refund for your order excluding shipping costs and any customs charges. We reserve the right to refuse any items that don't meet the specified criteria. 

All panties are final sale, but if they don't fit upon arrival please let us know within 5 business days as you may be eligible for a remake. 


INTERNATIONAL RETURNS:  Please mark your return with no commercial value  and as 'returned goods' to avoid unnecessary customs charges. If customs are charged to us as a result of failure to comply with this request, they will be deducted from your refund.

 

EXCHANGES

If you would like to make an exchange request, please email hello{@}queenofsuburbia.com stating your full name and order # as the subject reference, and details of the exchange you would like within 7 days of receiving your order. Not all requests will be permitted due to circumstances like low stock, but we'll do our best! 

Once your request is approved, you'll be responsible for return shipping charges, and within 7 business days if made-to-order and 2 business days if in-stock, we'll dispatch your new garment to you.  

Alternatively, please return the item following the refunds protocol above, and place a new order. Relevant new shipping charges will be applied to your new order.

 

QUEEN OF SUBURBIA BESPOKE

Queen of Suburbia Bespoke items are tailor-made to each client from size and fit, to style, colour, and fabric. Due to the customization of these garments they cannot be returned or exchanged.  If you are not satisfied with the garments, alterations and minor changes to the design can be made.

 

MISSING, LOST, OR STOLEN PARCELS:  

If you believe that your package has gone missing, or has otherwise been lost or stolen, we ask that you report it  within 1 week of receipt of delivery notification. To report a missing, lost or stolen package, please email hello[@]queenofsuburbia.com.
Once reported, we will launch an investigation with our shipping carrier to recoup the missing package

 

PROCESSING

Many pieces from Queen of Suburbia Lingerie are handmade to order in Ontario, Canada. Please allow 4-8 weeks for fulfillment depending on our queue. Current timeframe updates are available upon request. Depending on the time of the year, rush ordering is oftentimes available. Please email hello[@]queenofsuburbia.com with the date you need your order by to make arrangements.

We also offer an expanding range of ready-made pieces available to ship within 1 business day. Said items are marked as such. 

If you've purchased our Band Alterations service, a 3-day processing time applies on top of the 1 - day processing time for ready to ship.