Refund policy

Refund & Returns Policy

Every piece in our shop is made just for you, printed only when you order it. Because each item is made to order, we can't accept returns for size or change of mind. But if something isn't right, we'll make it right, beautifully.

What's covered

  • Misprints and manufacturing defects
  • Items damaged in transit
  • Wrong item sent
  • Lost packages (tracking that hasn't moved for 10 days)

What's not covered

  • Returns or exchanges for size or change of mind. Please check the size chart before you order.
  • Color and shade variation. Some of our pieces are dyed, so each one is a little unique. This is not a defect.
  • Orders sent to a wrong or incomplete address given at checkout. Packages returned for a wrong or incomplete address can be reshipped at the customer's cost.
  • Duties, taxes and import fees, which are the customer's responsibility.
  • Our sauces. They are sold separately and are not covered by this merch policy.

How to make a claim

  1. Email us at help@thepastaqueen.cooking within 14 days of delivery.
  2. Include your order number and a short video showing the issue.

For lost packages, contact us if your tracking hasn't moved for 10 days. We'll look into it and, if your package is lost, we'll replace it.

What happens next

  • We'll send you a free replacement.
  • If a replacement isn't possible, we'll issue a refund.
  • One replacement per order.
  • Refunds go to the original payment method.

UK and EU customers

If you are in the UK or EU, you may cancel your order within 14 days for a refund.

Your legal rights

Your legal consumer rights are not affected by this policy.

Australian customers: Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Questions?

We're here to help: help@thepastaqueen.cooking