Frequently Asked Questions

Welcome to qqttq.shop.

Below you can find answers to some of the most frequently asked questions about orders, payments, shipping, delivery, returns, refunds, and customer service.

If you need additional assistance, please contact us at:

Email: jeanetteking19825@gmail.com

1. Where do you deliver?

We currently deliver to eligible destinations throughout Europe.

Delivery availability may vary depending on:

• Destination country;

• Postal code;

• Product availability;

• Carrier coverage;

• Customs restrictions; and

• Other operational circumstances.

Available delivery options will be displayed during checkout.

2. How long does order processing take?

Orders are generally processed within 1–2 business days after they have been successfully placed and confirmed.

Orders placed on weekends or public holidays will normally begin processing on the next business day.

Processing times may occasionally be longer during:

• Public holidays;

• Promotional periods;

• High order volumes; or

• Other exceptional circumstances.

3. How long does delivery take?

After your order has been dispatched, estimated delivery time is generally:

5–7 business days.

Please note that this estimate does not include the normal 1–2 business day order processing period.

Actual delivery times may vary depending on the destination, carrier, customs procedures, weather, public holidays, and other circumstances outside our reasonable control.

4. How can I track my order?

Once your order has been dispatched, tracking information may be sent to the email address used when placing your order.

Where available, the shipping confirmation may include:

• Carrier name;

• Tracking number;

• Tracking link;

• Dispatch date; and

• Other shipment information.

Tracking information may take approximately 24–48 hours after dispatch to become active.

If you have difficulty tracking your order, please contact:

jeanetteking19825@gmail.com

and include your order number.

5. How much does shipping cost?

Any applicable shipping charges will be displayed during checkout before you complete your order.

Shipping costs may depend on:

• Delivery country;

• Delivery address;

• Order value;

• Product;

• Package size or weight; and

• Available delivery method.

Where free shipping is available, the applicable terms will be displayed on the Website or during checkout.

6. What payment methods do you accept?

Available payment methods are displayed during checkout on qqttq.shop.

Payment methods may vary depending on:

• Customer location;

• Currency;

• Order value;

• Product;

• Payment provider availability; and

• Other payment requirements.

Only payment methods displayed during checkout are available for the relevant order.

7. Is payment on qqttq.shop secure?

We use reasonable measures designed to provide a secure shopping environment.

Payments may be processed through Shopify and authorized payment providers using their respective security systems.

Depending on the payment method, security measures may include:

• Encryption;

• Transaction authentication;

• Fraud monitoring;

• Payment verification; and

• Other security controls.

We will never ask you to send passwords, PINs, or confidential payment login credentials by email.

8. What currency will I be charged in?

The currency applicable to your order will be displayed on the Website and during checkout.

Depending on your country or region, prices may be displayed in different currencies.

Where currency conversion is required, the exchange rate may be determined by Shopify, the payment provider, your bank, or another financial service provider.

Your bank or payment provider may independently charge currency conversion or foreign transaction fees.

9. Can I change my order after placing it?

Please contact us as soon as possible if you need to change an order.

Email: jeanetteking19825@gmail.com

If your order has not yet entered processing or fulfilment, we may be able to assist.

Once an order has been processed or dispatched, changes may no longer be possible.

10. Can I cancel my order?

If you wish to cancel an order, please contact us as soon as possible at:

jeanetteking19825@gmail.com

We will try to assist you if the order has not yet entered fulfilment or dispatch.

Once the order has already been shipped, cancellation before delivery may no longer be possible.

Any mandatory statutory cancellation or withdrawal rights remain unaffected.

11. What should I do if I entered the wrong delivery address?

Please contact us immediately at:

jeanetteking19825@gmail.com

If the order has not yet been dispatched, we may be able to update the delivery address.

Once the order has been shipped, we cannot guarantee that the address can be changed.

Additional shipping or redelivery costs caused by incorrect information provided by the customer may be the customer's responsibility where permitted by law.

12. What happens if my order is delayed?

Delivery delays may occasionally occur because of:

• Carrier congestion;

• Customs procedures;

• Public holidays;

• Severe weather;

• Transportation interruptions;

• Local delivery restrictions;

• Incorrect delivery information; or

• Other circumstances outside our reasonable control.

If your estimated delivery period has passed, please check your tracking information first.

If the tracking information has not updated for an extended period, contact us at:

jeanetteking19825@gmail.com

Please include your order number.

13. What should I do if my parcel appears to be lost?

If you believe your parcel may be lost, please first:

• Check the tracking information;

• Confirm the delivery address;

• Ask household members;

• Check reception or building management;

• Check designated safe locations or collection points; and

• Contact the local carrier where appropriate.

If the parcel still cannot be located, please contact:

jeanetteking19825@gmail.com

If the shipment is confirmed as lost, we will provide an appropriate solution in accordance with our policies and applicable consumer protection law.

14. What should I do if my order arrives damaged?

Please inspect your order as soon as reasonably possible after delivery.

If your product or parcel arrives damaged, contact us promptly at:

jeanetteking19825@gmail.com

Please provide, where reasonably possible:

• Your order number;

• A description of the damage;

• Photos of the product;

• Photos of the outer packaging;

• A photo of the shipping label; and

• A video showing the issue where relevant.

Please keep the original packaging until the issue has been reviewed.

Depending on the circumstances, we may offer an appropriate repair, replacement, return, refund, or other remedy required by applicable law.

15. What if I receive the wrong product?

If you receive a product different from the one you ordered, please contact us promptly.

Please provide:

• Your order number;

• Clear photographs of the product received; and

• A photograph of the shipping label where relevant.

After reviewing the issue, we may arrange an appropriate replacement, return, or refund.

Please do not return the product before receiving return instructions.

16. What if products, parts, or accessories are missing?

If your parcel arrives with missing products, accessories, or components, please contact:

jeanetteking19825@gmail.com

Please provide:

• Your order number;

• Details of the missing item;

• Photos of the products received;

• Photos of the outer packaging; and

• A photo of the shipping label where possible.

We will review the matter and provide an appropriate solution.

17. What is your return period?

We offer a voluntary 30-day return policy for eligible products.

Eligible customers may request a return within 30 days after receiving the product, subject to the conditions stated in our Return and Refund Policy.

For a voluntary return, the product should generally:

• Be in the same condition in which it was received;

• Be unused, unworn, and undamaged;

• Include original accessories and components;

• Include original packaging where reasonably possible; and

• Be accompanied by proof of purchase.

These requirements do not restrict mandatory consumer rights relating to defective, damaged, incorrect, or otherwise non-conforming goods.

18. Do EU/EEA customers have a 14-day right of withdrawal?

Where applicable European Union or European Economic Area consumer protection law applies to an eligible online or distance purchase, consumers may have a statutory 14-day right of withdrawal.

Where this right applies, an eligible consumer may generally withdraw from the purchase within the statutory period without providing a reason, subject to applicable exceptions.

The statutory withdrawal right is separate from our voluntary 30-day return policy.

Please review our Return and Refund Policy for full details.

19. Who pays the return shipping costs?

For ordinary voluntary change-of-mind returns, the customer is generally responsible for the direct return shipping costs.

Where an applicable EU/EEA statutory withdrawal right is exercised, the consumer is also generally responsible for the direct return cost, provided that this responsibility was properly disclosed before purchase and applicable law does not require otherwise.

However, customers will generally not be required to bear reasonable return shipping costs where the return is caused by:

• A defective product;

• A product damaged before or during delivery;

• An incorrect product;

• Missing components or accessories; or

• Another confirmed error attributable to us.

Please contact us before returning any product.

20. Do you provide free return labels?

We do not generally provide free prepaid return labels for ordinary change-of-mind returns unless we expressly agree otherwise.

Where a product is confirmed to be defective, damaged, incorrect, or otherwise non-conforming, we may provide:

• A prepaid return label;

• A specified return method; or

• Reimbursement of reasonable return shipping costs,

depending on the circumstances and applicable law.

21. How do I request a return?

Before returning any product, please contact:

Email: jeanetteking19825@gmail.com

Please include:

• Your full name;

• Order number;

• Email address used for the order;

• Product you wish to return;

• Reason for the return; and

• Photos or videos where relevant.

We will review your request and provide the applicable return instructions.

Do not send the product back before receiving return instructions from us.

22. Where should I send my return?

The correct return address will be provided after your return request has been reviewed.

The return address may vary depending on:

• Your country;

• Product;

• Fulfilment location;

• Return reason; and

• Return facility handling the request.

Our registered company address is:

PINK DIAMOND VA LIMITED
30 Kennedy Road, Rd 2
Dairy Flat 0792
New Zealand

However, this is our registered office and address for service and should not automatically be treated as the product return warehouse.

Please contact us before returning any product.

23. When will I receive my refund?

Once an eligible voluntary return has been received, inspected, and approved, we normally process the refund within 10 business days.

Refunds are normally issued to the original payment method where reasonably possible.

Your bank, card issuer, or payment provider may require additional processing time before the refund appears in your account.

Where an applicable statutory withdrawal right applies, refunds will be processed within the period required by applicable law.

24. Will the original shipping cost be refunded?

For ordinary voluntary change-of-mind returns, original shipping costs may not be refundable except where required by applicable law.

Where an eligible EU/EEA consumer validly exercises an applicable statutory withdrawal right, the amount required to be refunded under applicable law generally includes the cost of the least expensive standard delivery option offered for the order.

Additional costs resulting from choosing an express or more expensive delivery option may not be refundable beyond the applicable standard delivery amount.

Please review our Return and Refund Policy for full details.

25. Are customs duties, VAT, or import taxes included?

International orders may be subject to:

• VAT;

• Customs duties;

• Import taxes;

• Clearance fees; or

• Other charges imposed by authorities in the destination country.

Where these charges are included in the purchase price or collected during checkout, this will normally be displayed before you complete your order.

Where they are not collected during checkout, additional charges may be imposed separately by customs authorities, carriers, or other relevant parties.

26. Why is my payment being declined?

A payment may be declined for reasons including:

• Insufficient funds;

• Incorrect payment information;

• Payment-provider restrictions;

• Bank or card issuer restrictions;

• Fraud-prevention checks;

• Security verification;

• Geographic restrictions; or

• Temporary technical problems.

Please review the information provided by your bank or payment provider.

Where available, you may try another payment method shown during checkout.

We normally cannot override an independent payment decision made by your bank or payment provider.

27. What should I do if I was charged twice?

If you believe you have been charged more than once for the same order, please contact:

jeanetteking19825@gmail.com

Please provide:

• Your name;

• Order number;

• Email address used for the order;

• Payment date;

• Amount charged; and

• Relevant transaction details.

Please do not send passwords, PINs, or complete confidential payment credentials by email.

28. How is my personal information protected?

We use reasonable administrative, technical, and organizational measures designed to protect personal information.

Personal information may be processed by service providers where necessary to operate our online store, including providers involved in:

• Shopify e-commerce services;

• Payments;

• Order fulfilment;

• Shipping;

• Customer service;

• Fraud prevention;

• Analytics; and

• Other technical services.

For detailed information about how we collect, use, disclose, and protect personal information, please review our Privacy Policy.

29. How can I make a privacy request?

If you would like to exercise an applicable privacy right, such as requesting access to or correction of your personal information, please contact:

jeanetteking19825@gmail.com

Please clearly describe your request and provide enough information for us to identify the relevant account, order, or information.

We may request additional information where reasonably necessary to verify your identity.

30. How can I contact customer service?

For questions concerning:

• Products;

• Orders;

• Payments;

• Shipping;

• Tracking;

• Delivery;

• Returns;

• Refunds;

• Damaged products;

• Privacy; or

• Other customer service matters,

please contact:

Email: jeanetteking19825@gmail.com
Website: qqttq.shop

When contacting us about an existing order, please include your order number.

31. Who operates qqttq.shop?

qqttq.shop is operated by:

PINK DIAMOND VA LIMITED

Company number: 8214349
NZBN: 9429049519365
Entity type: NZ Limited Company
Director: Jennifer Marie Anderson

Registered Office / Address for Service:
30 Kennedy Road, Rd 2
Dairy Flat 0792
New Zealand

Website: qqttq.shop
Customer Service Email: jeanetteking19825@gmail.com

Please note that our registered office should not automatically be treated as a fulfilment warehouse or product return address.