Refund policy

Refund Policy

Last updated: August 5, 2026

Returns at a glance

We want you to love the piece you ordered. If you don't, you have 45 days from the day your order is delivered to request a return — and that includes items purchased on sale or with a discount code. There are no restocking fees.

To be eligible, items must be unused, uninstalled, and returned in their original protective packaging, with your order number or confirmation email as proof of purchase. Our lamps ship in packaging engineered to survive transit, so please keep it until you're certain you're keeping the piece.

How to start a return

Email support@queensway.shop with your order number and the reason for your return. We reply to every return request within 1 business day with a return authorisation, the return address, and step-by-step instructions. Please don't ship anything back without an authorisation — unauthorised parcels can't be matched to an order and may not be refundable.

Return shipping

Change of mind: you cover the cost of return shipping. We recommend a tracked service, as we can only refund items that reach us.
Our fault — damaged, defective, or incorrect items: we cover everything, including return shipping if a return is even needed. See below.
Damaged, defective, or incorrect items

Please inspect your order when it arrives. If anything is damaged in transit, isn't working as it should, or isn't what you ordered, email support@queensway.shop within 7 days of delivery with your order number and a photo or short video of the issue. We will make it right with a free replacement or a full refund — your choice. In most cases we won't ask you to ship anything back; when a return is needed, we provide a prepaid label.

Order cancellations and changes

You can cancel or change an order free of charge at any time before it ships — email us as soon as possible with your order number. Once an order has been dispatched we can no longer intercept it, but the standard return process above is always available to you.

Late or lost deliveries

If your tracking hasn't updated for 10 business days, or your order is meaningfully outside the delivery window in our Shipping Policy, contact us. We'll investigate with the carrier, and if your parcel is lost in transit we'll send a free replacement or issue a full refund — whichever you prefer. You should never need to open a payment dispute to get an order resolved; one email to us is faster.

Refund processing

Once your return arrives, we inspect it and email you the outcome within 3 business days. Approved refunds are issued to your original payment method within 7 business days of approval — usually sooner. Your bank or card issuer may take additional time to post the credit. If more than 10 business days have passed since your refund was approved and it hasn't appeared, email support@queensway.shop and we'll track it down with the payment provider.

Exchanges

The fastest way to exchange is to place a new order for the piece you want and return the original for a refund. If you'd rather we hold a replacement until your return is on its way, just ask — we're happy to.

Warranty

Every Everdene piece includes a 12-month limited warranty covering electrical components — including integrated LED modules — and manufacturing defects under normal household or commercial use. Warranty claims work exactly like the damaged-and-defective process above: email us with photos and we'll repair, replace, or refund. The warranty doesn't cover damage caused by misuse, modification, or improper installation.

EU & UK customers — 14-day cooling-off period

If your order is delivered in the European Union or the United Kingdom, you additionally have the statutory right to cancel your purchase within 14 days of delivery, for any reason and without justification. The condition and packaging expectations above apply, and refunds are processed as described in this policy. Nothing in this policy limits any rights you hold under applicable consumer law.

Non-returnable items

Gift cards are non-refundable. If you're unsure whether your item qualifies for return, just ask — we'd rather answer a question than disappoint you after the fact.