Exchanges & Returns
QUE does not offer refunds or exchanges for clients who change their mind. An exchange or refund will only be issued where an item is deemed faulty beyond repair or if a replacement of the same item is unavailable for exchange.
All pieces are quality checked prior to dispatch. For all faulty returns, QUE will assess the fault and reserves the right to repair or replace the pieces. If the item is no longer in stock, an exchange for another item of equal value or full refund will be issued provided that all pieces or components of the original item are available for inspection.
A return will only be considered if a return request has been lodged and a unique Returns Authorization Number issued. A refund will no longer be considered for any faulty items returned after 4 weeks of purchase.
We recommend using Registered Malta Post or Registered International Post with insurance to return items to QUE and we advise you to take note of your tracking number. If you are in Malta, you may also arrange to bring your item to our shop in Valletta, where you can also arrange to collect it in person. QUE is not responsible or accountable for the loss of items being returned.
HOW TO MAKE A RETURN
Contact us to request your return and include in the email of your customer order number, and which item/s you would like to return, the reason/s for your return, and whether you would like to exchange or receive a refund.
Once your refund/exchange has been approved, you will receive an email with the details. Once your return is received, we will notify you by email and process your refund/exchange within 5 business days (please allow an additional 3 business days for your refund to appear in your account if you request a direct bank transfer).