Did you receive goods that are faulty? Return them with a filled out claim form. THE RETURN COSTS ARE AT THE CUSTOMER'S EXPENSE. Just follow the steps below:

Claim procedure

  1. You are obliged to submit the goods for claim cleaned, free of all impurities and sanitized.
  2. Please pack the goods for claim so they don't get damaged in transit. It would be best to use a box (doesn't have to be the original one). Please add a copy of the invoice and a filled out claim form, which can be downloaded here:

    Claim form

  3. Send the packed goods to our address. It is necessary to include the original invoice inside the package.
    Queens store, s.r.o.
    U Tabulky 3020, Hala X
    193 00 Praha 20
    Czech Republic
    Important notice
    • Please note that our system displays US sizes so what you see in the order confirmation and on your invoice is a US size. Due to Nike's policy, we do not ship Nike and Jordan products outside of the European Union. Exceptions are Switzerland and the United Kingdom. If your delivery country charges customs or import duties, you will have to pay these charges. Unfortunately, we have no control over them and cannot inform you of what they will be. Customs policies vary from country to country so if you have any questions, please contact your local customs office for more info.
    • We recommend shipping the order with tracking and insurance. Customers based in the UK, don't forget to attach the invoice inside the package to avoid paying the customs fees.
  4. Once we receive the claimed goods at our warehouse, a 30-day claim period begins (can be longer after prior agreement). You will be informed about all important updates via email or phone.

Return policy

  1. The goods should be returned without delay, right after the fault has been discovered. Continuous wear of your shoes may increase any existing damage to them, which may be a reason for us to refuse your claim.
  2. The warranty period for all goods is 24 months starting from the date of delivery.
  3. The warranty period should not be mistaken for the durability of any goods. Durability refers to the goods' ability to endure wear, tear and decay when used appropriately and taken care of, considering their purpose, properties and differences in frequencies of wearing.
  4. In case the buyer receives goods that do not correspond to the description on the website or have any faults, he/she must inform the vendor about the issue without delay (up to 5 days after receiving the goods) via e-mail or phone.
  5. If the buyer receives damaged or faulty goods, he/she has the right to file a claim towards the vendor.
  6. Under fault is understood as a change in the properties of goods that was caused by the use of unsuitable or low-quality material, breach of the production process or unsuitable construction solution.
  7. A change in the properties of goods during the warranty period is not considered as a fault if the change is the result of inadequate wearing, lack of or insufficient care, natural changes of material, damage caused by the buyer or third party and/or any other incorrect interference.
  8. The claim is considered properly filed if the returned goods are complete and no breach of hygiene was caused. The buyer is obliged to return the goods clean and without any hygienic deficiencies. The company Queens s.r.o operating the e-shop has the right to refuse your claim if the returned goods do not fulfill the principles of general hygiene (based on Regulation 91/1984 of the Czech national collection of laws).
  9. Your claim, including the elimination of the fault, will be processed within 30 days after it has been properly filed. An authorized employee can arrange a longer period with the buyer in justified cases.
  10. The buyer has to send the claim form together with the goods and a copy of the invoice to the following address:
    Queens store, s.r.o.
    U Tabulky 3020, Hala X
    193 00 Praha 20
    Czech Republic

Do you have any questions?

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