Refunds & Returns
If you receive an item and wish to return it for any reason you must inform the Seller in writing within 14 days of receiving the item.
Once confirmation has been received from the Seller, the Seller will provide you instructions on how to return your item and once your item is received back, they will process your refund to your original payment method (PayPal or credit/debit card).
Return postage is your responsibility unless the item is incorrect or faulty, in which case the Seller will refund the return postage.
Please note that the Seller may refuse a refund if the garment has been made to order or according to your precise measurements (i.e. made-to-measure).
Items must be returned to the Seller you purchased from within 14 days of having your ‘request for refund’ approved by the Seller. Do not send returns to Drag Queen Market. Drag Queen Market cannot recover items incorrectly sent by the Customer.
The items you return must be unworn and in their original condition, save for your right to inspect the goods and try on the garments. It is your responsibility to ensure that you package the returned goods adequately so that it arrives back to the Seller undamaged. If you have any further questions on returns, refunds or cancellations, please, contact the Seller.
FAULTY ITEMS
If an item becomes faulty after wear, the customer is entitled to request an exchange within 28 days of receiving an order. The customer must contact the Seller immediately and provide a detailed description of the fault together with photographic evidence. Once the Seller has reviewed this information and received the item back to their warehouse any decision to honour a refund is at their discretion and based on the evidence provided by the customer.
CAN I RETURN AN ITEM THAT HAS BEEN MADE-TO-MEASURE?
If a garment has been made according to your exact measurements, the Seller is under no obligation to accept a return. However, we recommend that you message the Seller to discuss your individual case as some may be happy to offer a refund.
EXCHANGES
Exchanges can be made on like for like products (i.e. if you require a different size). If another product is required then the customer must request a refund and follow the refund procedure. Once this is complete, the customer can then place a new order.
SHIPPING COSTS ON REFUNDS & EXCHANGES
The Seller is not obliged to refund the order shipping costs of the shipping method chosen by the customer when placing the order.
WHAT SHOULD I DO IF A SELLER REFUSES TO ACCEPT A REFUND OR EXCHANGE?
If a Seller will not accept a refund or exchange that you feel you are entitled to, you should escalate the matter. If you have exhausted other methods of escalation, such as a PayPal dispute, but the issue remains unresolved, contact our support team at info@dragqueenmarket.com and we’ll take it from there.
CANCELLING ORDERS
You may request the cancellation of any order before it has been shipped by the Seller. Once the Seller approves the refund, they will process your refund to your original payment method (PayPal or credit/debit card).
DISPUTES
Raising a dispute should be the absolute last resort. You should always try to solve your problems by communicating directly with the Seller first. Disputes take some time and often require the buyer and Seller to provide evidence of their role in the transaction and item delivery.
We recommend you contact the Seller directly. Be sure to get in touch with the Seller at least once and ensure that you've allowed a reasonable amount of time for them to get back to you. If you are still waiting, then you can escalate the matter. If you have exhausted other methods of escalation, such as a PayPal dispute, but the issue remains unresolved, contact our support team at info@dragqueenmarket.com and we’ll take it from there.
Once a dispute has been resolved, Drag Queen Market will record the result and may then take further action if deemed necessary. This can include payment reversal, or the suspension of selling/buying privileges.