Returns & Refunds Policy

Last updated: June 2026

We want you to love your eQueen purchase. If for any reason you are not completely satisfied, we’re here to help.

Your Right to Cancel (Consumer Contracts Regulations 2013)

You have the right to cancel your order within 14 days of receiving your goods, without giving any reason. To exercise this right, you must notify us of your decision to cancel before the 14-day period expires.

30-Day Returns

We offer an extended 30-day returns window from the date of delivery. Items must be:

Unused and in their original condition
In original packaging where possible
Accompanied by proof of purchase (order number or email confirmation)

Faulty or Damaged Items

Under the Consumer Rights Act 2015, if your item is faulty, not as described, or not fit for purpose, you are entitled to a full refund within 30 days of purchase, or a repair/replacement thereafter. Please contact us immediately with photos of the damage at hello@equeenhandicrafts.com.

How to Return

Email us at hello@equeenhandicrafts.com with your order number and reason for return.
We will reply within 2 business days with return instructions.
Pack the item securely and send it to the address provided.
We recommend using a tracked service — we cannot accept responsibility for items lost in return transit.

Return Postage

Faulty or incorrect items: We will cover the cost of return postage.
Change of mind returns: Return postage is at the customer’s expense.

Refunds

Once we receive and inspect your return, we will process your refund within 5–7 business days. Refunds are issued to the original payment method. You will receive an email confirmation when your refund has been processed.