Returns Policy

Last Updated: 01/03/2025

We hope you love your purchase from Scarab Queen Store, but if you're not completely satisfied, we're here to help! This Returns Policy outlines your rights and our process for returns, exchanges, and refunds.

1. Your Right to Cancel (UK & EU Customers)

You have the right to cancel your order within 14 days of receiving your goods, in accordance with the Consumer Contracts Regulations.

  • You must notify us of your intention to return the item within 14 calendar days of delivery.
  • Once approved, you have another 14 days to return the item to us.
  • Items must be returned in their original condition and packaging, unused and suitable for resale.

2. How to Request a Return

  1. Email us at [email protected] with your order number and reason for return.
  2. We will provide return instructions and the return address.
  3. Securely package the item and include your order number inside.

3. Return Address

[Your Store Name]
Returns Department
14 Cross Road, High Wycombe, England, HP12 3JZ, UK

4. Return Shipping Costs

Unless the item is faulty, damaged, or incorrect, return shipping costs are the responsibility of the customer. We recommend using a tracked service, as we cannot be held responsible for lost returns.

5. Refunds

Once we receive and inspect the returned item:

  • We will notify you via email that your return has been received and approved (or rejected).
  • If approved, a refund will be processed to your original payment method within 7–14 business days.

6. Damaged, Faulty or Incorrect Items

If your order arrives damaged or incorrect, please contact us within 7 days of delivery with your order number and a photo of the issue. We will offer a replacement, refund, or solution based on the situation and your preference.

7. Non-Returnable Items

The following items cannot be returned:

  • Personalised or custom-made products
  • Gift cards or digital downloads
  • Perishable goods (if applicable)

8. Exchanges

If you would like to exchange an item, please contact us. Exchanges are subject to stock availability and may incur additional shipping costs.

9. Contact Us

If you have any questions about returns, please get in touch:

Scarab Queen Store
Email: [email protected]
Address: 14 Cross Road, High Wycombe, England, HP12 3JZ, UK
Phone: +44 (0)20 7323 8000