Have Questions?

1. Which countries do you deliver to?
   Orders placed through this website are supplied to customers located in European destinations.
2. How long does order processing take?
   Orders are processed within 1–3 business days after payment has been successfully received. Orders placed on weekends or public holidays will begin processing on the next business day.
3. How long does delivery take?
   After dispatch, the estimated delivery time is 5–9 business days. Shipments are handled through recognised international express carriers, including DHL, FedEx and UPS Priority services. While we provide reliable estimates, actual delivery times may vary due to customs, weather, or carrier operational circumstances.
4. Will I receive tracking information?
   Yes. Tracking notifications are automatically sent to the email address provided at checkout. You will receive updates at all key stages, including dispatch, transit, and final delivery.
5. What happens if my order is delayed?
   If delivery exceeds the standard timeframe, we will initiate an investigation with the carrier. Depending on the investigation outcome, we guarantee either a free replacement shipment or a full refund to ensure your satisfaction.
6. Which payment methods are accepted?
   Payments may be completed using Visa, Mastercard, American Express, Apple Pay, Google Pay, or other digital wallets displayed during checkout. Refunds are returned to the original payment method used for the purchase.
7. Can I cancel my order?
   If your order has not been dispatched, please contact our customer service team immediately to request a cancellation. If the order has already been dispatched, we will guide you through our standard return process upon arrival.
8. Can I return my order?
   Yes. Customers in the European Economic Area (EEA) and the EU may exercise the statutory 14-day Right of Withdrawal. You may return your order for any reason within 14 days of receipt. Please contact us via email to initiate the process. Returned goods must be unused and in their original condition.
9. What should I do if my order arrives damaged, defective or incorrect?
   Please contact our customer service team via email as soon as possible. Please include your order number, a brief description of the issue, and clear photographs of the item. Upon verification, we will immediately provide a replacement or a full refund. You are not required to return damaged or defective items to receive your remedy.
10. How are refunds processed?
    Once a refund is approved, it is processed to your original payment method. You will typically see the credited amount in your account within 3–5 business days, depending on your financial institution.
11. How can I contact customer service?
    Queenstrad Group Limited
    776 Great South Road
    Wiri, Auckland 2104
    New Zealand
    Email: plastic@queenstradgroup.com
    Telephone: +64 33765679
    Website: www.queenstradgroup.com