Return Policy

To start your return, please select your region below.

U.S. Returns International Returns

At J. Queen New York, we take immense pride in the artistry and construction of our collections. Our return policy is designed to be seamless, supportive, and reflective of the luxury experience, ensuring that every customer receives a product that meets our exacting standards of excellence.

Returns & Refunds

To maintain the premium standard of our collections, items must be returned in their original, pristine condition.

  • Eligibility Window: Returns must be initiated within 30 days of package delivery.

  • Condition Requirements: Items must be unused, unwashed, and in their original packaging. To ensure a seamless return, all brand labels (containing logo and care instructions), law labels, and original hangtags must remain intact and attached to the product in their original placement. Returns with removed or altered labels may be refused.

  • Final Sale: Clearance or Last Chance items are final sale and cannot be returned.

  • Return Options:

    • Store Credit: Receive a virtual gift card immediately upon the return being scanned by the carrier.

    • Original Payment: Refunds are issued after the item is physically returned, inspected, and processed. Allow 8–12 business days for the credit to appear.

     

  • Adjustments: Partial returns from tiered sale orders will have refunds adjusted according to the new total discount.

  • Shipping Charges: Original shipping charges are non-refundable.

Exchanges

  • We do not offer direct exchanges.
  • To purchase a different item, follow the return process for the original item, then place a new order.
  • Store credit may be used immediately for a new purchase, or wait for a refund to the original payment method.

Return Shipping

  • Domestic Returns (U.S.) – Free. A QR code or complimentary return label is provided in the U.S. Returns Portal to scan at FedEx.
  • International Returns – Customers may use a prepaid label (charges apply) or ship at their own cost. A 20% restocking fee applies to international returns, and customs/duties paid on the original order are non-refundable, except where the EU/EEA Right of Withdrawal applies*.

Damaged or Defective Items

If your item arrives damaged or defective, contact Customer Service at CustomerService@jqueen-ny.com. We provide a full refund or replacement, including return shipping if applicable.

Gift Returns

Gift items may be returned for a J. Queen virtual gift card, provided the item is unused, unwashed, and in original packaging. Contact Customer Service for assistance.

Cancellations & Pre-Orders

  • Orders can only be cancelled prior to shipment. Contact Customer Service as soon as possible.
  • Pre-orders follow the same process; cancellation is not guaranteed once processing begins.

Monitoring & Abuse

We monitor return activity for abuse and reserve the right to limit returns from users who exhibit repeated, excessive, or fraudulent return behavior.

Why Shop with J. Queen

  • Luxury Care: Orders handled with attention to detail.
  • Convenience: Prepaid labels, QR codes, and fast store credit for domestic orders.
  • Peace of Mind: Domestic returns are free.
  • Premium Experience: Every purchase and return reflects quality and care.

Questions?

Email us at CustomerService@jqueen-ny.com

*EU/EEA Right of Withdrawal

If your order is delivered to an address in the EU or EEA, you have a statutory right to withdraw from your purchase within 14 days of delivery, for any reason. This right applies in addition to our standard 30-day return policy.

  • No restocking fee. The 20% restocking fee does not apply to withdrawals.
  • Full refund of your order. You will be refunded the item price, any duties and taxes collected, and the original outbound shipping charge.
  • Return shipping. The cost of the return label may be deducted from your refund.
  • Final sale included. Items marked final sale, clearance, or Last Chance remain eligible for withdrawal within the 14-day window.
  • Refund method. Withdrawal refunds are issued to your original payment method only.

To start a withdrawal, use the withdrawal link in your order confirmation or shipping emails, or begin a return through the International Returns Portal and select "Order withdrawal." You may also contact Customer Service at CustomerService@jqueen-ny.com.