FAQs

We don’t offer returns and exchanges, but if there’s something wrong with your order, please let us know by contacting us at sales@qenz.store.
You can refer to our return policy here

You can cancel, or change your order within 24 hours of confirmation. Please contact us with your name and order number at: sales@qenz.store

Within 24 hours, your order will have been processed and we won’t be able to make any changes or cancel it.

Refunds are only offered to customers that receive the wrong items or damaged items. If any of these apply, please contact us at sales@qenz.store with photos of wrong/damaged items and we’ll sort that out for you.

At this time, we don't offer exchanges. If you’re unsure which size would fit better, kindly refer to our sizing charts—we have one for every item listed on our store, in the product description section.

Though rare, it's possible that an item you ordered was mislabelled. If that’s the case, please let us know at sales@qenz.store within a week after receiving your order. Include your order number and photos of the mislabeled item, and we’ll send you a new one, or issue a refund.

Kindly refer to our shipping policy page where we lay out the estimated shipping time for different countries

You’ll receive a tracking link via email when your order is processed and shipped. You can track your order here.

An additional customs and tax fee can occur on international orders. This fee is not in our control and is assessed by your local customs office. Customs policies vary widely for every country so please check with your local customs office directly to see if they apply duties and taxes to your purchases. All fees imposed during or after shipping are the responsibility of the customer.

Before getting in touch with us, please help us out by doing the following:

● Check your shipping confirmation email for any mistakes in the delivery address

● Ask your local post office if they have your package

● Stop by your neighbors in case the courier left the package with them

If the shipping address was correct, and the package wasn't left at the post office or at your neighbor’s, get in touch with us at sales@qenz.store with your order number.

If you did find a mistake in your delivery address, we can send you a replacement order, but shipping will be at your own cost.

Our fulfillment company has multiple locations worldwide, so depending on where you are, your orders are printed and shipped from the facility that can do it most efficiently.

We are so sorry if the product you ordered arrived damaged. To help us resolve this for you quickly, please email us at sales@qenz.store within a weeks' time with photos of the damaged product, your order number, and any other details you may have about your order. We’ll get back to you with a resolution as soon as possible.