Contact Us

POPULAR QUESTIONS

• My promo code or gift voucher is not working.

  Please check you have entered any promotional codes under the shopping cart in the pink box and press the 'apply' button.

  For store credits or gift vouchers - please enter these codes as one of the payment options at the checkout.

• I haven’t received an order confirmation. Did you receive my order?

  An order confirmation email is automatically sent once your order is placed. Please check your spam or junk email folder as sometimes they can get caught in there.

• When will my order be dispatched?
  All completed orders received by 2pm (Sydney time) on a business day will be dispatched that day.
  
  Note, orders with incomplete information may be held until we hear back from you with the missing information.
  
  If you have chosen to pay via a bank transfer or a Paypal e-cheque, then the order will ship once the funds have cleared.
  
• How do I find my tracking number?
  Once your order ships, you will be emailed the tracking number and link to track your parcel. Please check your spam or junk email folder as sometimes they can get caught in there.
  
  You can also log into your Queen Bee Account and when you view your order details, you will also find your tracking number.
  
• Nothing shows when I try to track my parcel
  Tracking numbers are generated when we are packing your order. These generally will not show until after 7pm on the Australia Post website.
  
  For interstate customers, in particular WA and NT, the tracking generally does not show until the parcel reaches the destination state.
  
  If you are still not seeing tracking information and you believe that you should then please contact us by replying to your order confirmation email.
  
• My order hasn’t arrived. What should I do?
  If the tracking shows that your parcel was delivered, then please check with other household members and also check all common points such as letterboxes and porches. If you still can’t find your parcel and it was ‘safe-dropped’ please call Australia Post on 137678 and quote your tracking number and they will be able to let you know where they left your parcel.
  
  If you sent your parcel to your work, then please also check with the company mailroom. Many companies have their own arrangement with Australia Post and all parcels will be sent to the company mailroom.
  
  If the tracking shows that the parcel is still in transit, then please note that Australia Post do have until 6pm of that business day to deliver the parcel.
  
  If you are still unable to locate your parcel then please get in touch with us and we’ll do our best to chase it up.
  
• My order says it’s being Returned to Sender. Why?
  There are numerous reasons why this can happen
  
  • incomplete or incorrect address information (eg, forgot the apartment number or street name)
  • no business name was included in the address (and multiple businesses are located there),
  • recipient not known at the destination (be careful to use your maiden/married name as you are known)
  • failure to collect from the local post office
  
  Parcels that are returned to us can be re-shipped to you, but will incur a re-delivery fee appropriate to the parcel size. Please note that if no response is received after 30 days, then we will issue you a store credit less the RTS fee incurred by us.
  
• I need to return an item. How do I do that?
  You’ll find the ‘returns form’ located on the back of the invoice that was included with your parcel. Please follow the instructions and ensure you send it back within the return period – more information can be found here.
• I returned an item. Have you received and processed it yet?

  We process all returns on the day received and will email the refund/store credit confirmation that day. Please check your spam or junk email folder as sometimes they can get caught in there.

  We suggest you take note of your tracking number in the event of it being delayed.

• Why did I receive a store credit?
  There are a few reasons why a store credit may be issued
  
  • any orders paid with a store credit or gift voucher, will have a new store credit issued if an item is returned
  • store credits only are issued for change of mind returns of sale items (this is also written in every sale item product description)
  
• When does my store credit expire?
  Store credits are valid for 12 months.  Gift vouchers are valid for 3 years.