Frequently Asked Questions

We accept the following payment methods when displayed at checkout:

• Credit & Debit Cards: Visa, Mastercard, American Express, Diners Club, and Discover
• Digital Wallets: Apple Pay, Google Pay, and Shop Pay
• Alternative Payment: PayPal

All prices are listed in United States Dollars (USD) unless another currency is shown at checkout. Payment availability may vary by device, location, and payment provider.

Yes. Orders are processed through Shopify’s secure checkout and authorised payment providers. We do not store complete credit or debit card numbers on our website or servers.

We will never request your full card number, card security code, online banking password, or one-time verification code by email or phone. Always complete payment through the secure online checkout.

A temporary authorization hold may appear when an order is submitted, even before the payment is fully captured. The release time of this hold is controlled by your bank, card issuer, or payment provider — we cannot remove it directly. Contact your bank for the expected release timeframe.

Please confirm that your card or account details, billing address, available balance, and any required authentication are correct. You may also contact your bank or card issuer, as we generally cannot view the specific reason a payment is declined. An order will not be fulfilled until a valid payment is completed successfully.

Contact us as soon as possible and we will make every effort to cancel or amend the order before it enters fulfillment. Changes and cancellations cannot be guaranteed once processing or shipment has begun. If a successfully paid order is cancelled, any applicable refund is issued to your original payment method.

Yes. We offer Free Standard Shipping on orders shipped within the United States. The shipping charge shown at checkout is $0.00, and we never add an undisclosed shipping fee after an order is placed.

We currently ship to delivery addresses within the United States only. International shipping is not available at this time.

• Order processing: 1–3 business days after payment confirmation
• Estimated transit: 6–9 business days
• Estimated total delivery: 7–12 business days

Orders placed after 6:00 PM Eastern Time (ET) begin processing the next business day. Our processing business days are Monday–Saturday, excluding U.S. public holidays. Delivery dates are estimates, not guarantees, and may vary due to carrier operations, weather, or address issues.

You will first receive an order confirmation, followed by a separate shipping confirmation containing your tracking number once the package ships. Tracking can take approximately 24–72 hours to become active in the carrier’s system. If tracking remains unavailable after 72 hours, contact us with your order number.

For delays, first check the latest carrier tracking update. If a package is not delivered within the estimated window, tracking has stalled, or it shows as delivered but cannot be found, contact hello@ueenaa.com with your order and tracking number. We may open a carrier investigation and provide a replacement, reshipment, or refund depending on the findings.

If an item arrives damaged, please retain the item and packaging and send your order number, a description, and clear photos or videos. We cover the return-shipping cost for damaged or confirmed quality issues.

We accept eligible return requests within 30 calendar days after the recorded delivery date. Returns requested after this window may not be accepted unless required by applicable law.

To qualify, an item must be:

• New, unused, unwashed, and unworn beyond a reasonable indoor fitting
• In the same condition in which it was received
• With all original tags attached and original packaging and accessories included
• Free from stains, makeup, odours, alterations, or pet hair
• Accompanied by valid proof of purchase, such as your order number

Please contact hello@ueenaa.com before mailing anything back. Include your order number, full name, the checkout email, the item you wish to return, the reason, and photos or videos if the item is damaged, defective, or incorrect. We will confirm return instructions and, when needed, issue a return identification number. Do not send a return without contacting us first, as this can delay your refund.

Buyer’s-remorse returns (change of mind, incorrect size, or personal preference): the customer covers return shipping. Merchant-responsibility returns (incorrect, damaged, or confirmed defective item): we cover the cost and provide a prepaid return label or an equivalent solution. Please do not purchase return postage before contacting us, as independently purchased postage may not be reimbursable.

No. We do not charge any restocking fee for an eligible return.

Once the returned item is delivered and passes inspection, an approved refund is issued to your original payment method within 1–3 business days. Your bank, card issuer, or PayPal may then need additional time to post the funds; this external processing time is controlled by the payment provider.

Yes, subject to return eligibility and product availability. Request an exchange within the 30-day window by emailing hello@ueenaa.com. For size, colour, or preference exchanges the customer covers return shipping; if the exchange is required because we sent an incorrect, damaged, or defective item, we cover it. If the replacement is unavailable, you may choose another item or receive a refund.

Inspect your order on delivery and contact us as soon as possible with your order number, a description of the issue, and clear photos or videos. Once confirmed, we may provide a replacement, exchange, prepaid return label, refund, or another appropriate solution depending on the circumstances and availability.

Measure your bust (fullest part), waist (smallest part), and hips (widest part) and compare them with our size guide. If a product page has its own size chart, that product-specific chart takes priority over a general conversion guide. Carefully trying an item indoors to assess fit does not affect return eligibility, provided it remains in original condition.

We make every effort to display products accurately, but actual colours may appear slightly different depending on screen settings, lighting, photography, and reasonable production variations. Fit may also vary slightly by style, material, and design.

Email us at hello@ueenaa.com or call +1 302-749-1852. We aim to respond to all inquiries within 24–48 business hours.

Monday–Saturday: 9:00 AM–6:00 PM Eastern Time (ET)
Sunday: Closed

Eligible returns are accepted by mail at: 15605 Pine St, Church Rd, VA 23833, United States. Please contact us first for return instructions, include your order number (or return identification number) inside the package, and do not send packages cash on delivery or postage due.