Returning an item you purchased:
Your satisfaction is our number one priority. If you are in anyway unhappy with your purchase, please contact us. Except where your product is faulty, you must return your item(s) to us within 14 days of purchase.
You can amend an order provided we receive notice of your wish to amend before it is dispatched.
Our customer care team are here to help from 9.00am to 5.00pm, Monday to Friday. If you’d like to speak to them directly, please call: +353 (0)87 2688000 or email: sales@queue.ie To help us assist you quickly, please quote your order reference number from your order confirmation.
It’s ok to change your mind!
We can change or cancel an order up until it is dispatched. If the order has been dispatched, you can return the unopened goods to us within 30 days and we will organise a refund (excluding delivery cost and handling charge). Refunds are processed within 7 days of receipt and to your original payment method
In the unlikely event that your item is faulty,
please contact us within 30 days at sales@queue.ie so that we can arrange the return for you
What happens if I received the wrong items in my order?
In the unlikely event you received the wrong item in your order, please contact us straight away at sales@queue.ie or call us on +353 (0)45 526300
If we’ve sent you something other than what you originally ordered we will send you out the correct item, or issue a refund if it is out of stock, and collect the incorrect item at our expense
What happens if the item is faulty?
In the unlikely event that a product is faulty, you are entitled to a full refund or replacement. If you think that we have sent you a faulty product please contact us straight away at sales@queue.ie or call us on +353 (0)87 2688000
Any breakages or damages must be reported to us within 2 days of delivery
Determination as to whether a product is faulty or not will be at the sole discretion of Martin Higgins Ltd t/a queue.ie. We may ask you to send us some photos of the item and/or return it to us for inspection. Where a product is determined to be faulty, we will refund any original delivery charges and you will not be charged for any extra postage costs incurred
How do I return my order?
To return goods to us contact our customer care team at sales@queue.ie or by telephone on +353 (0)87 2688000 for a returns authorisation.
For standard deliveries an easy way to return your goods is by using Fastway through their website https://www.parcelconnect.ie/ You are welcome to use An Post, DPD or any other national carrier. If the reason for return is our fault, we will reimburse the cost of returning the goods to us
For non-standard deliveries (Bulky goods, palletised goods) we can arrange a collection on your behalf for a charge. To do so, please call+353(0)45 526300. If the reason for return is our fault, we will reimburse the cost of returning the goods to us
If you return goods using another method, we recommend using an insured and traceable carrier because until the package is received by us, it remains your responsibility. If the reason for return is our fault, we will reimburse any reasonable cost of returning the goods to us
Please make sure goods are securely packaged to avoid damage in transit and make sure to include your order reference number, email address and contact number with your return. You can return your order to the address below:
queue.ie c/o Martin Higgins Ltd.
Duneany
Kildare Town
Co Kildare R51 H682
Ireland
Unless faulty, all items returned must be in their original condition and packaging, with all labels intact. Items which contain a security seal can only be returned if the security seal has not been tampered with.
Delivery FAQs
Can I return my order to your premises?
No problem, just let us know you are coming by email to sales@queue.ie or by telephone on +353 (0)87 2688000
Who pays for the return?
You will need to pay the return postage costs, unless the item is faulty
We recommend using an insured and traceable carrier because until the package is received by us, it remains your responsibility
When will I receive my refund?
Returns are usually processed on the day they are received to our warehouse but please allow up to 7 days for refunds to show up on your account.
We will confirm your refund by email
For credit card and debit card payments, the refund will be made on the card used to make the purchase. Please allow up to 7 days for the refund to show up on your account, this depends on how long your bank or card issuer takes to process the refund and is outside of our control
Can I exchange my item?
Yes, we can offer an exchange service for online purchases but only once items are in their unopened boxes. Please contact us at sales@queue.ie or by telephone on +353 (0)87 2688000 and let us know what you would like to do.
Is there anything else I need to know?
There are certain products that we sell that may have a different returns policy. If this is the case, then you will be informed about it in the product description on the website
Your statutory rights are not affected
If you wish to return an item bought as part of a multi-buy promotion (e.g. 3 for 2, Buy One Get One Free, Buy One Get One Half Price etc.), all items purchased as part of that promotion must be returned
This policy may be subject to change at any time
Right to cancel (your right to cancel your contract with us)
Under Irish law you have the right to cancel your contract with us and return the goods to us, even if they are not faulty, as long as your purchase fulfills the criteria below
This cancellation policy only applies to goods bought online at queue.ie or by any other distance selling method. Please contact us if you have any questions at sales@queue.ie or call us on +353 (0)87 2688000
This cancellation right is in accordance with The European Directive on Distance Selling (Directive 97/7/EC) and the European Union (Consumer Information, Cancellation and Other Rights) Regulations 2013. A full refund of the value of the goods will be made upon our receipt of the returned goods.
Should you wish to cancel your purchase, subject to the terms laid out below, you have the right to do so, without giving any reason, before and up to 14 calendar days after you received your order. This is provided that the item(s) are in ‘as sold’ condition, and in their original packaging. You must then send back the goods without undue delay and not later than 14 days from the day on which you informed us of your decision to cancel the purchase
To exercise the right to cancel, you must inform us of your decision to cancel your purchase by an unequivocal statement (e.g. a letter sent by post or email). You can contact us by email to sales@queue.ie or by telephone +353 (0)87 2688000 and by post to Martin Higgins Ltd t/a queue.ie , Duneany, Kildare Town, Co. Kildare, R51 H682, Ireland indicating your wish to return the product
This cancellation right does not apply in the case of:
o Personalised or bespoke Products
o Products that are liable to deteriorate or expire rapidly
o Sealed products not suitable for return for health protection and hygiene reasons which have been unsealed
o Products which are inseparably mixed with other items after their delivery
o Items purchased for or on behalf of a business or for commercial use
We will issue you a full refund of the purchase price (and of our standard delivery charge in sending you the goods) on receipt of the returned goods, with original packaging. If you have diminished the value of the goods by handling or testing beyond what is necessary to check its nature, characteristics and functioning, we reserve the right not to refund you the entire amount. If you exercise the right to return in accordance with the above, you will be responsible for the direct cost of returning the goods to us.
Exceptions to our Returns Policy
The following products are exempt from our returns policy. This does not affect your statutory rights:
