Velvet Gradient Tie-Waist Trench Coat

At Social Queen, customer satisfaction is always our top priority. We hope you love what you’ve ordered! But if you’re not 100% satisfied, we’ve made the after-sales process simple and easy.

Returns

Eligibility

• All non-custom-made clothing must be returned in new, unworn, unwashed, undamaged, and unaltered condition, with original tags attached.
• Non-returnable items: Customized or Made-to-Measure Styles. 

Timeframe

• Contact us within 35 days after receiving your order to initiate a return.
• Important: The 35 days refer to the time from when you receive your full order to when you first contact us to start the process — you do not need to complete the whole process within 35 days.

How to Request a Return

1. Log in to "My Account" → View Orders and locate the order you wish to return.
2. Email your order number + product name or SKU or product photos + reason for return to support@qsocialqueen.com.
3. Our customer service team will verify your request and provide the applicable return address.
   – Note: We have warehouses in the US, UK, Germany, and other countries. Please contact customer service to obtain the correct return address for your location to avoid high shipping costs.
4. Once the returned item passes inspection, we will process your refund within 5–7 business days (actual time to receive funds depends on your bank or payment provider).

Exchanges 

Eligibility & Timeframe

• Same conditions as returns.

How to Request an Exchange

1. Log in to "My Account" → View Orders and locate the order you wish to exchange.
2. Email your order number + original product name or SKU or product photos + the new size you want to support@qsocialqueen.com.
3. We will provide the return address.
4. Once we receive and inspect the returned item, we will ship the replacement item.

Order Cancellations

Eligibility

• Orders can be cancelled only before shipment.
• Orders already shipped cannot be intercepted and must go through the return process.

How to Cancel an Order

1. Log in to "My Account" → View Orders and check the order status.
2. Email your order number + cancellation request to support@qsocialqueen.com.
3. Once an order is cancelled, it cannot be reinstated. You will need to place a new order if you wish to purchase again.

Important Notes

• Some of our suppliers are located in China, so certain products may be shipped from China. However, returns do not need to be sent back to China — we have return addresses in the US, UK, Germany, and other countries, and for most destinations we use DHL Express Air Shipping, so there’s no need to worry about slow delivery times.
• Do not send your return to the sender's address on your original package. This is not the return address and will affect the processing of your return. Always send it to the address we provide.
• If you receive a damaged or defective product, please contact support@qsocialqueen.com within 24 hours of receiving the item with photos so we can prioritize your case.
• Do not include any items not purchased on Social Queen in your return package. We will not be responsible for sending those items back to you.
• Ensure the items you return match the details in your request. Any discrepancies may delay processing.

Ways to Connect:

• Email: support@qsocialqueen.com

• Business address:

  Studio #305, 72 Greene St, SoHo, New York, NY 10012, USA

  Note: This address is not a designated return address. If you need to return an item, please contact the customer service team via email to obtain the correct return warehouse address before sending your package.

We have put a lot of focus on making sure the items get delivered to our customers as quickly as possible.

All orders are delivered FREE of charge.

Normally, it takes 1 - 3 business days for the warehouse to process your order (except for pre-order items).  You will receive a notification once your order has been shipped.  The shipping time below does not include such processing time.

Notice:
1) Express Shipping is not available for P.O. Boxes and APO/FPO addresses.
2) After the order has been paid, the warehouse needs 1-3 days to process your order. You will receive a notification once your order has been shipped. Additionally, Pre-order Custom Gown: It takes 20-30 business days for the designer to manually sew your dress. You will be notified once your order has been shipped.
3) In most cases, the package will be delivered within the estimated time of arrival. However, the actual delivery date may be affected by flight arrangements, weather conditions and other external factors. Please refer to the tracking information for the most accurate delivery date.
4) If your package has not been delivered or your tracking information shows that your package has been delivered but you have not received it, you must contact Customer Service to verify within 25 days of the order date. For other orders, products, and logistics related issues, you must contact customer service within 35 days of the order date.