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Wrong address, size or item? Contact us straight away at shop@queerintheworld.com with your order number and the change you need. If we can correct the order, you may not need to cancel it.
Requests to change or cancel an order must reach shop@queerintheworld.com within one hour of placing it. What matters is when your email reaches us, even if our reply comes later. We will confirm whether the change or cancellation was possible. Sending a request does not itself change or cancel an order. After one hour, routine changes and cancellations are no longer available.
If we approve a voluntary cancellation requested within that hour, we refund the original payment method, less any actual non-refundable payment processing or currency-conversion fees that apply to that transaction. The amount varies, so we will tell you the proposed refund and any deduction before processing it. This deduction does not apply when we refund because an item is faulty, incorrect or has not arrived.
Please check your delivery address before ordering. Updating a saved address in your account does not change the address on an existing order.
Faulty, incorrect and missing items are handled separately from voluntary cancellations. Contact us and our team will review the issue and next steps.
If an item arrives faulty, damaged or different from what you ordered, please contact shop@queerintheworld.com as soon as possible, ideally within 48 hours of delivery. Keep the original parcel, packaging, shipping label and tracking number until we have reviewed it. Include your order number and clear photos of the item and any damage, the size label if relevant, the outer parcel and shipping label, and the packing materials. These help us identify what happened and raise a claim with our shipping or fulfilment partners. If you notice a problem later, please still tell us; we will review it. Where a replacement is approved for a fault or an item we sent incorrectly, there is no additional cost to you.
Do not send an item back before speaking with our team. We will explain any return arrangements. A fault or an incorrect item is handled separately from a sizing question.
If the fit is wrong, tell us the product, the size you ordered, the size on the label and the size you wanted. Compare the item with the measurements on its product page, and let us know if the label or measurements appear incorrect so we can check.
Use the individual product measurements before ordering and ask us if you would like help comparing them. If the item received seems mislabelled or does not match its product page, tell us so we can investigate. Please contact shop@queerintheworld.com before sending anything back.
Contact us with your order number if your delivery estimate has passed, tracking is unusually stalled or a standard order has not arrived around 20 calendar days after dispatch. You do not need to wait for the carrier to formally declare it lost. We will review the tracking and investigate with the carrier; specialty and made-to-order items may have different estimates on their product pages. If the parcel is confirmed lost, our team will arrange an appropriate replacement or refund.
If you entered an incorrect address or tracking shows delivered but you have not received the parcel, contact us. Our team will check the delivery details and explain what assistance is available. We cannot promise a refund or replacement before reviewing the circumstances. Customs delays may affect the investigation time.
