Return & Exchange Policy


Last Updated: 08/04/2025


To ensure your satisfaction, damaged products can be returned with full shipping coverage. For your safety, cosmetics, perfumes, personal care items, or any products that have been used or opened cannot be returned.


Devices can be returned provided they have not been used or opened and are in their original condition as received from To Queen.


 


Q: Are there any return fees?


A: If the returned product is intact and in its original condition, the return shipping cost will be borne by the customer and determined by the delivery company, and will be deducted from the refunded amount.


For damaged products, To Queen covers all return costs.


 


Q: How can I return a damaged product?


A: Our customer service team will be happy to assist you via the unified number: +96877277257, provided the product is in its original condition, with original packaging, and has not been used, opened, or altered.


 


Q: Can I return a damaged product purchased during promotions?


A: If a damaged product purchased during promotions is received, the customer will be compensated with a replacement product. Refunds to bank accounts are not available in this case.


 


Q: Can I return contact lenses if they are in original condition?


A: For your safety, cosmetics—including contact lenses—cannot be returned even if they are in their original condition.


 


Q: What is the allowed period for returning a damaged product?


A: Damaged products can be returned within 7 days from the purchase date.


 


Q: How long does the return process take?


A: At To Queen, we strive to satisfy you. The return process may take up to 10 business days, in addition to shipping and delivery time.


 


Q: How will I receive my refund?


A: Refunds are processed after receiving and inspecting the returned product. The refund will be issued using the same payment method used for the purchase.


If payment was made by credit card, the refund will be returned to your bank account. If payment was made on delivery, our team will contact you to arrange a suitable refund method.


Q: Can I withdraw store credit and transfer it to my bank account?


A: Unfortunately, store credit cannot be withdrawn or transferred to a bank account.


At To Queen, your satisfaction is our goal.