Frequently Asked Questions

Shoppen

We fill our stock in the Queen Secret webshop several times a week. In many cases an article that is sold out is replenished. We recommend you contact us by Info@queensecret.nl if you want to know more about the availability of a particular product.

Unfortunately, we found out that during the packing of your order one or several of your ordered items are not in stock. This can occur if someone else has bought the last article, just before you did. The stock adjustment is processed too late allowing you to order a non-stock item. Of course we ensure that the amount will be refunded as soon as possible on your account.

Unfortunately, it can prevent another customer buying the last article just before you get to the checkout page. You can always contact us about the stock of a product, and then we will review this for you.

We accept the following payment methods: iDEAL, Mistercash, Credit Card, Bancontact, Sofort Banking, SEPA transfer and BITCOIN. We use Mollie for all transactions. Mollie is one of the leading Payment Service Providers and covers your private data in a safe and direct manner. This page is on a separate, secure server that treats your personal information with the utmost care.

You can quickly log in by clicking on the Sign In button at the top right of the home page of our webshop. If you do not have an account, you can also create an account, or check the status of your order.

You have placed an order without an account, but you would like to check the status of your order? That is of course not a problem. You can easily check the status of your order in our order tracking.

Would you like to place an order but you don’t have a Queen Secret account? No problem! You can easily and quickly you can order through your e-mail and address information, so your order will be delivered to you safely and quickly.

Having an account has many advantages: you can complete your order faster, you always access your order history and be the first to receive special offers. A Queen Secret account is also very easy. Click on the button ‘Register’ at the top right of the home page of our webshop. If you press this button, you can create an account by your name and e-mail address. You will then receive a confirmation e-mail with a link to the login page of the webshop.

Hair extensions

No, we advise you to not sleep with the clip-in hair extensions, this is to prevent serious elf-locks for your own hair and the extensions.

You start at the bottom of your neck. Make a horizontal separation and leave a little bit of your own hair hanging for the extensions to overlap. It is good for extra strength to backcomb your own hair lightly. You click then release the clip open and move onto the hair roots at the separation and press it gently. You can then place the other clips and close. Spread the clip in extensions on your whole head for a beautiful effect. For extension at the front use the 2 smaller Clip in extensions. This place just beside you. Place the Queen Secret Clip in extensions are not too high on your head, otherwise it may visible under your own hair.

It differs per person where the clip in extensions need to be placed. Do you want some more volume at the rear, then place the clips more on the back of your head! You would like to have more length at the front, then place the clips on the front.

Queen Secret 5 or 16 clip-in hair extensions are placed in less than 2-5 minutes and can be taken in just 60 seconds out of your hair. Queen Secret clip-in hair extensions are super easy to use and are the fastest and easiest way to transform your look in a matter of a few minutes. The difference will be phenomenal!

If you have doubts about the correct color, it is possible to send us an email with photos of your own hair color. We will then see which color is best for your hair color. Info@queensecret.nl for color advice you can send us an email via our website or make an appointment.

It is absolutely not harmful to your own hair! It is the safest way to get your hair look. Since the clip-in hair extensions with clips attached to your own hair, your hair will not be damaged if the clips are attached the right way.

Synthetic hair extensions are ideal for a night out (without black light), for a photo shoot, for a holiday or for other temporary events because it is already pre-styled and keep the shape forever. The difference between synthetic and human hair extensions is that human hair extensions are made from human hair. Queen Secret synthetic hair extensions are not distinguishable from real. This hair can be curled and styled under 120 degrees, washed in water just like your own hair, but not coloured.

The only difference is the weight and volume. All sets are made of the same highest quality. If you yourself have fine hair and you want to add length to your hair, our Queen Secret 130 gram Wavy 5 clips set should be sufficient. If you have your normal or thick hair, our Queen Secret Ombre 160 gram set perfect for length and volume.

Verzending & levering

Through the website and the Post NL app you can follow your order very easily with the tracking code on your account and in your email. Click here to view the status of your package or the package point of the ‘not-at-home-code’.

Unfortunately we are currently not working with PO Box addresses.

Once your order has been placed we regret to inform you that we are nothing more to your order. You will see that your address is incorrect or do you want to create your order delivered to a different address, you can still do this before 22:00 The same day on the website of Mail NL. You need the tracking code from Post NL, you can find it through your account, and in your email.

When you are not home at the time of Post NL delivery, you can still change the address. This can be the same day before 22:00 on the website of Mail NL. You need the tracking code from Post NL from us through the mail. Post NL will try to deliver your order.

If you are not present, then a letter left with a ‘code’, your package will be delivered at a collecting point or a post office. With these ‘not-at-home-code’ can be found on the website of Post NL see what package your package at point or post office the next day after 15:00. You then have two weeks to pick up the package, then it will be shipped back to our warehouse. Do not forget to take a valid proof of identity.

If you place an order on a business day before 15:00, your order will be shipped the same day. The first delivery attempt will be the next business day. Post NL supplies on working days, but also on Saturday from 08:30 to 21:30.

BENELUX 1-2 working days
Germany, France and the United Kingdom 2 – 3 working days
Other countries 3 – 4 Working days

If your order has been dispatched from within the Netherlands and the EU then no import duties or taxes are applicable. On an order that is placed outside of the the European Union can be import duties or taxes applicable. These costs must be paid by the recipient of the package. We have no control over these charges, and can not tell you how high this will be because this varies from country to country. It is a good idea to contact the local customs these expenses, for the placement of your order. So you will not be surprised.

Post NL is our regular partner for all our deliveries in the Netherlands. Outside The Netherlands we deliver with DPD, with the exception of America, Australia, Canada and Russia. For these countries, we make use of UPS.

Retourneren

If you complete and return the products meeting our return conditions, the total amount including shipping costs will be refunded to your account. The amount of these costs depend on the shipping address. This does not apply in the case of a partial return. Also be costs incurred to return the package will not be reimbursed.

Please note that the processing of a refund up to 30 days. The refund will be made via the payment method that is used to place the order. The duration of the processing depends on the bank and credit card company, unfortunately we have no influence on this.

If you are not satisfied with the quality of your webshop purchase or do you have other complaints or questions? We would like to hear back from you! Fill in our contact form or send an e-mail to Info@queensecret.nl. You can reach us from Monday to Friday from 9.30 to 17.00 hours, on: 085 – 0608384.

You may return a product within 30 days, at your own expense. A return form is enclosed with your order, so you can find all data with the return address. In addition, the form can be found through the link. Fill in the form and put it with the package together with a copy of the invoice. We advise you to keep a proof of dispatch until your return is processed and fully processed. You can return the package to:

Queen Secret
Zuider Buiten Spaarne, 2012AB
Haarlem, Netherlands

It is, of course, possible that you have received your order, but that is not quite fitting. You would like to exchange it for another size. The best thing you can do is return the product with the wrong size, the purchase amount will be refunded. Place a new order in our webshop with the right size.

You can exchange within the return period of 30 days, but because of hygienic reasons we have guidelines for:

  • The slips may only be fitted with underwear under.
  • Ensure that the underpants are not damaged or worn, washed and no stains.
  • If the returned slips do not meet the above mentioned conditions, the Queen Secret webshop has the right to refuse the slips return.

If a product does not meet your expectations, you may on its own costs within 30 days returns to our warehouse. The returned products must be in their original packaging and may not be worn, washed, modified or damaged. Also, the original packaging and any accessories that are part of the return.*

We recommend  after you have received your order to check the contents of the package. Do the contents of the package match your order? If you have any questions, please contact us directly via Info@queensecret.nl. We will then for you figure out what is wrong.

*If the returned products do not meet the above mentioned conditions, the Queen Secret webshop has the right to refuse returned items.