Customer Service

Placing Orders
Order Status
Shipping
Returns
Password/Login Help
Newsletter Subscriptions


PLACING ORDERS

We welcome your orders online or by phone. Please call us at (330) 893-4242 during normal business hours if you prefer ordering by phone. We accept MasterCard, VISA, American Express, Discover Card, and electronic checks. Transactions are handled securely by PayPal®. Ohio residents will be charged a sales tax.

ORDER STATUS

Check the status of your order by first logging into your account, then click MY ACCOUNT near the upper left of the web page. Under My Account Information you will find Previous Orders listing your order history and status of each order. A status of 'Pending' designates that Queen Anne's Lace is waiting on the customer. Typically 'Pending' is used when we are waiting on a check or money order. A status of 'Processing' indicates that we have received your order and are processing it. If an item is not in stock, we will notify you regarding options. A status of 'Delivered' indicates that we have shipped your order. If it has not arrived, it is likely in transit. Please check the tracking number of your order with www.usps.com if one has been supplied.

Clicking VIEW button next to your order will display details regarding the order and a log of communications, if any, from Queen Anne's Lace.

SHIPPING

We normally ship orders via USPS Priority Mail. All shipments will have delivery confirmation. Typically, US destinations can expect to receive their order within 2 to 3 business days if we have the ordered items in stock. PLEASE NOTE that if we do not have your item in stock, Priority Mail shipping will be from the time we receive the backordered items.

The cost of shipping is based upon the total order weight with a minimum charge of $10.95.

The recipient of an international shipment may be subject to import duties and taxes, which may be levied once a shipment reaches your country. Additional charges for customs clearance must be borne by the recipient; we have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; you should contact your local customs office for further information.

For men's and women's hats, most are made to order and thus will require an additional 2 to 3 weeks for production before we ship. We take extra precautions in packaging your hat to ensure that it arrives safely. For that reason the shipping cost for hats is slightly higher.

International Shipping Now Available!

We have partnered with Bongo International to service our customers Worldwide!

Bongo International provides our customers with their very own US address. Once you have a US address, you will be able to make purchases with us as well as other US based online retailers. Bongo receives your purchases and logs them into their online system which you can use to view your items and consolidate them with multiple orders.

International customers can save up to 82% off typical international shipping rates by following these four easy steps:

Register with Bongo and receive a U.S. shipping address.
Enter the Bongo address as both your billing and shipping address.
Use the credit card that you have on file with Bongo as the payment method.
Once the order arrives at Bongo, log into your account to forward to your country.

If you have any questions, please feel free to contact Bongo through e-mail. They will be glad to assist you.

Click on the Bongo logo in the corner to get started!


RETURNS

Please contact us for authorization before you return any item purchased from our online store. Only returns authorized by Queen Anne's Lace will be accepted.  Please email Customer Service for written authorization.  Unauthorized returns may be refused. All products authorized for return must be in original form and packaging.  Custom-cut orders can not be returned.

If, for any reason, you are not completely satisfied with your order, you may return new, unopened items sold by Queen Anne's Lace. Returnable items must be sent back within 14 days from the date your order is received and must be in resellable condition. There is a 20% restocking fee for returned items. Queen Anne's Lace will exchange the item or refund the balance.

Unless the need to return an order is a result of our error, we do not refund shipping and handling charges.

Items that have an odor, stain or other abnormal markings will not receive refunds or exchanges. 

Please check your order carefullly upon receipt and contact customer service immediately if you have any questions or concerns.

FORGOT PASSWORD OR NEED HELP WITH LOGGING IN

Forgot Your Password or Cannot Get Logged In?
Passwords on our system are encrypted; they cannot be viewed by any of our personnel. If you have forgotten your password, try clicking 'FORGOT YOUR PASSWORD' link on the Log In screen for Returning Customers. You must use the same email address you used when you first created your account or last updated your email address.

If you have a new email address and do not remember what email address you used for your account, please contact our webmaster for assistance. He will need two items of identification to locate you in the system: your name and either your mailing address, phone number or an order number. You will receive further instructions from him.

NEWSLETTER SUBSCRIPTIONS

Queen Anne's Lace occasionally sends email to subscribers announcing online sales, product promotions, and upcoming events, and/or offering ideas and tips. To receive our newsletter, please Sign Up Here. Our newsletter management is handled through Constant Contact.

If you wish to unsubscribe, the easiest method is to locate one of our emails and click the Unsubscribe link which can be found at the bottom of the email. Alternatively, you can contact us and ask to be removed.

 

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