Our Commitment to Your Satisfaction

At Sheena McQueen, we want you to love every product you purchase from us. If for any reason you’re not completely satisfied with your order, we’re here to help make the return or exchange process as easy as possible.

1. Returns Policy (UAE & International)

• Return Period: You may return any unused and unopened product within 14 days of receiving your order for a full refund or exchange.
• Condition of Returned Items: Items must be returned in their original condition, unused, unopened, and in their original packaging. We reserve the right to refuse returns if the product has been used or is not in resalable condition.
• Non-Returnable Items: For hygiene and safety reasons, certain products such as opened beauty products, personal care items, and perfumes cannot be returned or exchanged unless they are defective or damaged.

2. How to Initiate a Return

To initiate a return, please follow these simple steps:

1. Contact Us: Email us at returns@sheenamcqueen.com with your order number and reason for the return. Our team will guide you through the return process.
2. Pack Your Items: Safely pack the items you wish to return, ensuring they are securely packaged to avoid damage during shipping.
3. Shipping Instructions: Our customer service team will provide you with instructions on where to send your return. Please note that the return shipping costs are the responsibility of the customer, unless the product is defective or damaged upon arrival.

3. Exchanges

If you’d like to exchange a product for a different item or shade, follow the return process outlined above and indicate that you’d like to exchange your item. Once we receive the returned product in its original condition, we’ll process the exchange and ship your new item.

4. Refunds

• Refund Process: Once we receive and inspect your returned items, we will notify you via email. If the return is approved, we will issue a refund to your original method of payment within 7 business days. Please note that it may take a few additional days for your bank or card issuer to process the refund.
• Shipping Fees: Shipping fees are non-refundable unless the return is due to a defective product or a shipping error on our part.

5. Defective or Damaged Items

If you receive a defective or damaged item, we apologize for the inconvenience. Please contact us at customerservice@sheenamcqueen.com within 48 hours of receiving your order. Be sure to provide a description of the issue, along with photos of the damaged product. We will gladly offer a replacement or refund for any defective or damaged items.

6. International Returns

For our international customers, please note that customs duties and taxes paid at the time of purchase are non-refundable. Additionally, the cost of return shipping for international orders is the responsibility of the customer, unless the item was received damaged or defective.

7. Questions?

If you have any questions about our Returns & Exchanges policy, don’t hesitate to contact us. Visit our Contact Us page or email us at returns@sheenamcqueen.com for assistance.