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Return & Exchange


We hope that you’ll be very satisfied when you receive your order. However, we understand that there will be those unique circumstances in which an order needs to be returned or exchanged. (Please note our Special Restrictions section for return exclusions).

Therefore we’ve streamlined our return process in order to better facilitate your refund and/or exchange. We will process refunds or exchanges according to the guidelines below. 



Address or other customer error: If a package is returned intact to EQUEENA due to address error (or any other error) made by the customer, the customer will be responsible for any shipping fees incurred. A refund will be issued for merchandise.

Violation of laws: If a package is returned to EQUEENAdue to the violation of a country's laws, the customer will be responsible for any fees (such as quarantine, warehousing or shipping) billed to EQUEENA. A refund will be issued for merchandise, minus the freight.

Customer refusal: If a customer refuses a package because of additional fees (or for any other reason), EQUEENA will issue a refund for merchandise only, minus the freight, upon receipt of the returned package and inspection that all originally shipped goods have been returned. The customer will be responsible for any shipping fees incurred. 

Customs seizure: If a package has been halted/seized by customs or abandoned by the shipping carrier, the customer will not receive credit for the order. If and when EQUEENA receives the returned package intact, a refund will be issued for merchandise only, minus the freight.

Lost packages: Lost packages must be reported to EQUEENA within 20 days of the date of shipment confirmation. EQUEENA cannot be held liable for refunds or replacements for more than one per calendar year. For any returned package: For any order that is returned to EQUEENA, if return shipping cost is greater than the cost of goods ordered, EQUEENA will instruct the carrier to abandon the package. In such a case, the customer will not receive a refund for the order, but will not be liable for the return shipping cost.

Destroyed or unreturned packages: If a package has been destroyed by customs or the carrier, or has otherwise not been returned to EQUEENA, we cannot issue a refund for the order.

Any duties or taxes that may apply are your responsibility. 

Replacement for Damaged or Defective Items
Although each outgoing order is carefully inspected before being sent out, for those items that arrive damaged and/or defective we will gladly replace the product or approve the item to be returned for a full refund.

*Special Restrictions

• We will not charge a restocking fee for an exchange, but customers may have to bear the shipping fee. For refunds, the shipping fee will be deducted from your refund. But if the error is our fault, you will get a full refund. After your exchange or return request has been confirmed, you will be given a return address to send the items back to us.

• If you want to exchange or return a product, please email pictures of the items first. You may make an even exchange for the same identical item, or you may exchange it for a different style and pay the price difference.

• We cannot accept items that are not in original condition. The returned items must be unaltered, unworn, undamaged, and all tags and packaging must be included and attached.
• Items that have been opened or used, unless damaged or defective, cannot be returned.

Return Process:

Step 1:
Within 7 days after receiving your order, email our Customer Service at service@equeenahairstore.com  or message directly to our Facebook Pageto explain the reason for the return/exchange and to request a Return Authorization (RA) number.

Only those returned packages that include an RA number will be accepted. We have every right to refuse to sign for the package if you send it back without our authorization! Otherwise, you will be responsible for all the losses arising there from.

Step 2:

Prepare returned items in secure packaging, including the original order invoice with the Returns section completed.
Step 3:
Ship returned products via insured or traceable method of shipment to the Returns Address that we will provide to you. And when you ship out the items, please email the tracking number to us also.
Upon receipt of your returned item(s), we’ll further inspect the items and your refund will be processed. All refunds will be automatically applied to your credit card or original method of payment within 7 to 10 business days.