Refund policy

Refund Policy

Please note that once an order has been picked and dispatched by our logistics team, it is no longer eligible for a refund. We strive to provide flexibility and accommodate any order changes or cancellations; therefore, we typically hold all new orders for a period of 1-2 hours after they are placed. This window allows customers to make any necessary adjustments or correct mistakes.

However, after this hold period, our logistics team promptly processes and prepares the order for shipping to ensure timely delivery. Once the order has been picked and dispatched, it is beyond our control to retrieve or cancel the shipment. As a result, we are unable to process any refunds or cancellations once the order has left our facility.

If you need to make any changes or cancel your order, please contact us immediately after placing it. We will do our best to accommodate your request within the initial hold period.

Note: Please ensure that all the shipping information you have provided is correct before submitting your order. This is to prevent shipping mishaps or lost packages. We are not liable for packages that are misrouted due to incorrect shipping addresses.

In cases where we can refund an order before it has shipped, the Shopify Payments fee and Currency Conversion fee will not be refunded as Shopify (our payment processor) does not return these even when refunded. They are typically equal to around 5% - with Shopify Payments fee (3.4% + $0.30 NZD) + Currency conversion fee (2.0%). 

Replacement Policies

If you received an item that is damaged or faulty we will happily replace the item at no additional cost to you. Please contact us within 48 hours of receiving your order.

Should you receive an item of the incorrect colour or size from your original order, please email us with a picture of the item(s). Please show the size tag and the original packaging and send the photos within 48 hours of receiving the order. We will process a replacement once we confirm the order.

We can offer you replacements at no additional cost if it fall under the criteria below:

• Items are faulty – damaged/broken or soiled upon arrival.
• We sent the wrong item – size, style, colour. 

Wrong Size

If you're unhappy with the size you've received, first check that the size stated on the garment matches the size stated on the sizing chart. Though rare, it's possible that the garment was mislabelled. Let us know, and we'll get you sorted out.

Measurements are provided in the product description to help you get an accurate fit. We do not bear the responsibility of NON-RECEIPT or REFUSAL because the item does not fit.

In cases of intimate items like underwear, we cannot accept any returns for hygiene reasons. If you'd like a different size, get in touch with us at shop@queerintheworld.com, and we'll let you know what your next steps are.

Goods Not Received

You are eligible for item replacement or refund if your purchase is lost in transit. For orders shipping to the US, an item is considered lost in transit if has not arrived within 8 weeks of being shipped and tracking information has not been updated in 5 business days.

For orders shipping to countries other than the US, an item is considered lost in transit if it has not arrived within 10 weeks of being shipped and tracking information has not been updated in 5 business days.

If you have entered your shipping address incorrectly, you are not eligible for a replacement or refund should your goods not arrive.

If your order tracking information indicates your goods as having been delivered, then you are not eligible for a refund or replacement due to your goods not being received.

Wait times for refunds may be extended or delayed in cases where governments have extended customs backlogs or wait-times (situations which are out of our control).