FAQ

Questions?

Feel free to reach out to us; our dedicated customer service team is ready and eager to assist you with any inquiries you might have! Whether you have questions about your order, need assistance with a product, or require general information, we’re here to help.

We take pride in responsive communication, and you can expect to hear back from us as swiftly as possible, typically within just a few hours at most.

Email: info@queenafro.com
Phone: +44 0151 946 0385

Here are the most frequently asked questions:

When will I receive my order?

Orders are usually processed and dispatched from our warehouse within 1 to 2 business days. Delivery times vary depending on your geographical location. Please be aware that during peak shopping seasons, processing times may extend prior to dispatch. At this time, we do not have any pickup points available for item collection.

My order is incomplete?

Our extensive network of storage locations and partnerships with various producers means that it’s possible to receive your products in multiple shipments. If you notice that not all items have arrived together, there is no need for concern; this is part of our effort to get your order to you as quickly as possible.

If your package has not arrived within 9 business days after your order placement, we're committed to promptly issuing you a full refund, and you're welcome to keep the items once they eventually arrive. For missing items, please reach out to us directly at info@queenafro.com for assistance.

Can I cancel or modify my order?

We understand that circumstances can change and modifications may be necessary. To facilitate this, we process orders quickly—typically within 12 hours. You have a window of 12 hours after placing your order to send us an email at info@queenafro.com for any cancellation or modification requests.

If you miss this window, please note that your items will likely have already been dispatched, and we will not be able to accommodate changes to your order.

The item I received is broken/defective?

Despite our diligence in selecting reputable carriers, there can be instances where an item arrives damaged. If you encounter a broken or defective item, please contact us at info@queenafro.com and provide us with the relevant details:

• Your order number
• A description of the issue (e.g., whether it’s a wrong or defective item)
• A photo or video illustrating the problem

You can rest assured that you won’t need to return the defective item, and we will directly process a refund for your order in the form of a voucher. If you prefer an alternative method of refund, just let us know, and we’ll assist you accordingly.

What payment methods do you accept?

We strive to create a seamless shopping experience by accepting a variety of payment methods on our website. This includes major credit cards such as Visa, American Express, MasterCard, as well as debit cards, PayPal, and bank cards.

Is my information secure?

Your security is our utmost priority. We adopt robust measures and adhere strictly to industry best practices to guarantee that your personal information remains protected against loss, misuse, unauthorized access, disclosure, alteration, or destruction. In cases where you provide us with your credit card information, rest assured it gets encrypted using Secure Socket Layer (SSL) technology and is stored securely with AES-256 encryption methods.

Contact Us

For further assistance, feel free to reach out to our team:

• Email: info@queenafro.com
• Phone: +44 0151 946 0385
• Customer Service Hours: Monday to Friday, 9:00 AM - 5:00 PM
• Privacy Policy
• Terms of Service
• Track Your Order

For any additional inquiries, don't hesitate to contact us!