After your order has been placed, you have 12 hours to contact contact@thesisiqueen.com and request order modifications, change of address, or a cancellation. If you missed the window, your order might already be on its way to you. Once an order has been shipped, it cannot be canceled.

All orders will be dispatched between Monday-Friday, except in cases where there are national holidays or if you have items on dispatch delay/pre-order, please read here for more information.

While we always aim to deliver with the estimated delivery times found here, we’re unable to 100% guarantee that you will receive the order within this time. Our couriers can experience delays from time to time and customs clearance can also cause some delays. SISQUEEN will decide the solution based on the specific situation to maximize your interests. If you are planning to travel we recommend allowing sufficient time for your delivery.

Our couriers may contact you via email or phone in regards to your delivery. We cannot be held responsible for delays should you be uncontactable. In cases where your parcel is returned due to being uncontactable, the return shipping fees will be deducted from your order value.

Please ensure a safe delivery location for your order. SISQUEEN is not responsible for missing or stolen parcels.

In the event your parcel is missing upon delivery, please contact the courier for proof of delivery as our shipping options allow delivery to a safe place. If proof of delivery is provided and you are still unable to locate your parcel, please email contact@thesisqueen.com for further assistance.

If your parcel arrives damaged, please immediately take a photo and send this through to our customer service team. Please email contact@thesisqueen.com for further assistance.

You must take care when opening the product so as not to damage it, particularly when using any sharp instruments. SISQUEEN is not responsible for damage caused by this.

We want you to be completely happy with your new purchase. If you don't love it, send it back, it's that easy! We will gladly accept return orders within 30 days of receiving your product for a full refund under the following condition:

* Items must be in original condition, unworn, unwashed, NEW with tag, returned in the original plastic bag packaging.

* For Bulk Sale orders and Final Sale Products, items cannot be returned once purchased except they have quality issue.

* We reserve the right to reject returns sent or communicated beyond the return period limit, or items (and their packaging) which are not in their original condition.

* Any bundles or packs must be returned in full and under the above condition for a full refund.

Please email us at contact@thesisqueen.com with your order number and the reason for return. We will respond to you within 2 business days with the return shipping address.

* Please follow our steps emailed to you to contain certain packaging information when return the item so we can successfully process your returns.

* Please return the package with a valid tracking number for your personal insurance. We will not be responsible for any lost return packages.

* We will exchange the product for you after confirming the return is completed and notify you when the new product is shipped.

Under what circumstances do I have to pay the return shipping costs?

* Personal Reason: Dislike/Unsuitable for Return

Yes, you are responsible for all return shipping costs. We recommend that you send your return with a tracking option, because we will not be responsible for lost returns.

* Quality Problem: Wrong/Damaged Products for Return

No, you don't need to bear the return shipping costs. Please send us an email with your order number details, also the problem pictures. We will look into the case once we receive your email, then offer you solutions.

Non-Returnable Items:

* Obvious signs of use

* Any item not in its original condition, is damaged or missing parts for reasons not due to our error

* Any item that is returned more than 30 days after delivery

* Items marked Final Sale cannot be returned.

Please allow 2-4 business days to process the return once it’s received. We will refund the price of the merchandise including any taxes you were charged upon receiving the return. Depending on your bank, please allow up to two billing cycles for your credit to appear on your statement.

Our site does not offer an exchange policy, please submit a new order for your new items.

Any problem? Our customer service team is here to help. Contact us via Email and we'll be sure to get back to you as soon as possible.

Email us: contact@thesisqueen.com. If you contact us after business hours, we will get back to you the following business day.

For more frequently asked questions, you can check the FAQs