Refund policy
Last updated: 07/10/2026
Shipping
We ship to the Netherlands, Belgium and Germany. Your order travels with PostNL and you receive a track and trace code by email as soon as your parcel is on its way.
| Country | Letterbox parcel | Parcel | Free shipping from | Delivery time |
|---|---|---|---|---|
| Netherlands | €3.95 | €6.50 | €29.99 | 1 to 2 working days |
| Belgium | €5.50 | €7.60 | €50.00 | 2 to 3 working days |
| Germany | €5.95 | €6.95 | €60.00 | 2 to 3 working days |
Orders received on working days before 17:00 are shipped the same day. During sales and holidays it can take a little longer; we will say so on the site. We deliver within 30 days at the latest. If we can't, you may cancel the order free of charge.
Parcel not received or damaged? Email us within 7 days of the expected delivery date at hello@queentarzi.com with your order number and, if damaged, a photo of the parcel and the products. We sort it out with the carrier; you don't have to.
Returns: how it works
You can return unopened products with an intact seal within 14 days. For hygiene reasons we don't take back opened products, unless they arrived broken, wrong or damaged.
Why no returns after opening? Make-up, skincare and lashes come into contact with your skin, eyes and lips. We can't resell an opened product without a risk to the next customer. That is why all our products are sealed and can no longer be returned once the seal is broken.
Not sure about a shade or product yet? Try it first at ICI PARIS XL or Douglas, or send us a DM on Instagram or an email to hello@queentarzi.com. We're happy to help you choose.
Returns step by step
- Report your return within 14 days with the withdrawal button on /policies/refund-policy or by emailing hello@queentarzi.com with your order number. Include a photo of the intact seal and we can handle your return faster.
- Our customer service sends you an email with instructions and a link to your return label. The label costs €3.00 and you pay for it through that link. If you prefer to send it yourself, the shipping costs are yours.
- Send the product back within 14 days of reporting it, with the seal intact and preferably in the original packaging. Keep your proof of shipment until you have your money back.
- You get the purchase amount back within 14 days of reporting the return, by the same payment method. If you return your whole order, you also get the standard shipping costs back.
If a return reaches us with a broken seal, we can't refund it. We then send the product back to you at your cost, or dispose of it if you prefer.
Exchanges
Direct exchanges aren't possible. Would you like a different product or shade? Report your return to our customer service at hello@queentarzi.com, send the product back with the seal intact following the steps above, and place a new order.
Faulty or wrong product
Is something wrong with your product, for example leaking packaging, a broken applicator or a different product than you ordered? Email us as soon as possible, preferably within 14 days of finding it, at hello@queentarzi.com with your order number and a photo. We send you a replacement free of charge. If that isn't possible, for example because the product is sold out, you choose: a voucher or your money back. The shipping costs are ours.
