Shopping

Claims

Did you receive goods that are faulty? Return them with a properly filled out claim form that you can download below. Just follow these steps for a successful complaint:

Claim Procedure

1. Please ensure that the claimed goods are clean, free of any impurities, and properly sanitized before submission.
2. Please pack the claimed goods securely to prevent damage during transit. We recommend using a box (it doesn’t have to be the original packaging). Be sure to include a copy of the invoice and a completed claim form, which you can download here:

   Claim Form

3. Send the packed goods to our address or get a free return label HERE. It is necessary to include the return form inside the package.
   Queens store, s.r.o.
   U Tabulky 3020, Hala X
   193 00 Praha 20
   Czech Republic
   Important notice

   • Please note: Our system displays US sizes, so the sizes shown on your order confirmation and invoice are in US sizing. Nike and Jordan Products: Due to Nike’s policy, we are unable to ship Nike and Jordan products outside the European Union, except for Switzerland and the United Kingdom. Customs and Import Duties: If your delivery country charges customs or import duties, you will be responsible for paying these fees. Unfortunately, we have no control over these charges and cannot provide specific details. Customs policies vary by country, so we recommend contacting your local customs office for further information.
   • 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, the 30-day claim period begins. This period may be extended if previously agreed upon. You’ll be informed of all important updates via email or phone.

Return policy

1. Goods should be returned promptly once a fault is discovered. Continuous wear of the shoes may worsen any existing damage, which could result in the rejection of your claim.
2. All goods come with a 24-month warranty, starting from the date of delivery.
3. The warranty period should not be confused with the durability of the goods. Durability refers to the goods’ ability to withstand wear, tear, and deterioration when used appropriately and cared for, considering their intended purpose, properties, and varying frequencies of use.
4. If the buyer receives goods that do not match the website description or have any faults, they must inform the vendor without delay (within 5 days of receiving the goods) via email or phone.
5. If the buyer receives damaged or faulty goods, they have the right to file a claim with the vendor. Let me know if you’d like to expand on the process or include any additional details!
6. A fault is defined as a change in the properties of the goods caused by the use of unsuitable or low-quality materials, a breach in the production process, or an inadequate construction solution.
7. A change in the properties of goods during the warranty period is not considered a fault if it results from improper use, lack of or insufficient care, natural material wear, damage caused by the buyer or a third party, or any other incorrect handling.
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 www.queens.global/en 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 fault resolution, will be processed within 30 days of being properly submitted. In justified cases, an authorized employee may agree with the customer to extend this period.
10. The buyer must send the completed claim form, along 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