Frequently Asked Questions
01. Ordering
Q. How do I place an order?
A: To place an order, browse our collection and select the item you wish to purchase. Click the “Add to Cart” button, then proceed to checkout. Follow the prompts to enter your shipping information and payment details to complete your purchase.
We recommend you to create an account on our website first. This makes it easier to track your order.
Q. Can I modify or cancel my order?
A: Orders can be modified or canceled within 24 hours of placement. Please contact our customer service as soon as possible with your order number and details of the changes you wish to make.
02. Payment
Q. What payment methodes do you accept?
A. We accept the major credit cards (Visa, Mastercard and Amex), Paypal and IDeal.
03. Shipment & Delivery
Q. What are your shipping options?
A. We offer both standard shipment and shipment with tracking. The choice is yours and can be made upon check-out. The delivery times and costs vary depending on your location and the shipping method selected at checkout.
Free Shipping
We offer free shipping for all orders over €35,- within Europe.
Q. How long will it take to receive my order?
A. All our jewelry is handmade with care. If your item is in stock, it will be delivered within 2 business days.
For items that are not in stock, or custom and personalized orders, please allow 3-5 business days for your order to be processed and prepared for shipping.
For the actual shipment times we depend on the courier companies. Within Spain the average delivery time is 2-4 working days. Within Europe delivery time is 7 working days on average.
Q. Do you ship internationally?
A. Yes, we ship to many countries worldwide. International shipping costs will be calculated at checkout based on your location
Q. Can I track my order?
A. Upon check out, you can choose for tracked shipment for an extra charge. This will provide you with a link through your email to track the status of the shipment. Please note that this process does not speed up the shipment process.
04. Returns & Exchanges
Q. What is your return policy?
A: We have a free return policy. Products can be returned within 14 days from the day of delivery. Personalized items unfortunately cannot be returned. To initiate a return, please contact our customer service immediately at info@queerempire.com with your order number and reason for return.
Our products are warrantied for up to 90 days upon receipt against defects in materials and craftsmanship. We will ask you to send us a description and picture of the defect. A replacement will be sent your way as soon as possible.
Q. How long does it take to receive a refund?
A: Refunds are processed within 2 business days after we receive your returned item. You will receive an email confirmation once the refund has been issued. The time it takes for the refund to appear in your account will depend on your bank’s processing time.
Q. How do I exchange an item?
A: We want to make sure that you receive the item you love. If, upon arrival, you realize that you have ordered the incorrect size, please contact our customer service for help. Please note that shipping costs are non-refundable, in this case.
05. Product information
Q. What are your products made of?
A: The majority of our items are made from epoxy resin and stainless steel. Epoxy resin jewelry is made by combining epoxy resin with various materials such as flowers, glitter, dyes, and other decorative elements. The resin is poured into molds and cured to create unique, durable pieces. Once fully cured, the resin is inert and safe for skin contact.
Q. How durable is epoxy resin jewelry?
A: Epoxy resin is a strong and durable material, but like all jewelry, it should be handled with care. Avoid dropping your pieces on hard surfaces and protect them from sharp objects that might scratch the surface.
Q. How do I best care for my jewelry?
A: To care for your epoxy resin jewelry, avoid exposure to water, extreme heat, and harsh chemicals. Clean your pieces with a soft, dry cloth to remove any dirt or fingerprints. Store them in a cool, dry place away from direct sunlight to prevent any discoloration.
05. Queer
Q. What makes our jewelry LGTBQ+ themed?
A: Our jewelry celebrates and supports the LGBTQ+ community through inclusive designs, pride symbols, and vibrant colors representing various identities within the community. Each piece is created with love and respect for diverse gender identities and sexual orientations.
Q. Do you offer jewelry with specific pride flags?
A: Yes, we offer a wide range of jewelry featuring specific pride flags, including but not limited to the rainbow flag, lesbian flag transgender pride flag, bisexual pride flag, non-binary pride flag, and many others. If you have a specific flag in mind, please let us know!
Q. Can I customize my jewelry to represent my identity?
A: Absolutely! We offer customization options so you can create a piece that truly represents your identity. Choose from various colors, symbols, and designs to personalize your jewelry. Contact us with your ideas, and we’ll bring them to life.
Q. Is your jewelry gender-neutral?
A: Yes, our jewelry is designed to be gender-neutral and can be worn by anyone, regardless of their gender identity. We believe in breaking down traditional gender norms and offering pieces that are inclusive and empowering for all.
Q. Do you offer discreet packaging?
A: Yes, we understand the importance of privacy. Upon request, our items can be shipped in discreet packaging without any branding or indication of the contents. Please add a note in the Check Out section.
07. Custom orders & Services
Q. Do you offer custom jewelry?
A: Yes. Working with epoxy resin allows for a broad range of designs. Do you have something specific in mind? Please feel free to contact us! We’d love to hear your ideas and see how we can help.
Also, is the flag you’re looking for not shown on the webpage? Please contact us with your wishes!
Q. How long does it take to make a custom epoxy resin piece?
A: The time to create a custom epoxy resin piece varies depending on the complexity of the design and our current workload. Working with epoxy resin is a time consuming process because, once poured, the material has a curing time of at least 24 hours. Therefore, we typically maintain a period of 1-2 weeks to complete a custom order. We will provide an estimated timeline when you place your order.
Q. What if I can’t find the right size?
A: Please contact us! We want you to find your perfect item. If the applied length or size is not according to your preference, please ask us what can be done. We can always adjust the length of bracelets and necklaces.
08. Contact
Q. How can I contact customer service?
A: You can reach our customer service team via email at info@queerempire.com or via Instagram at queerempire. We do our very best to answer any of your questions within 2 working days.
Q. How can I stay updated on new releases and promotions?
A: To stay updated on new releases, promotions, and community initiatives, sign up for our newsletter on our website. You can also follow us on social media [queerempire] for the latest updates and behind-the-scenes content.