Queenly Frequently Asked Questions (FAQs)

Your most popular questions, answered!
General
Can I be both a buyer and a seller on Queenly?
Definitely! As a user, you can post your dresses for sale and buy a dress from other users.
Does Queenly have a rental feature?
We certainly recognize the need to take it a step further and to make it more sustainable for everyone, so we plan to support dress rental in the future. We will notify all our users once this dress rental on Queenly becomes available!
What forms of payment do you take on your website?
We currently accept all major debit and credit cards (Visa, Mastercard, American Express, Discover, Diners Club, JCB). Payments are handled by Stripe and Apple Pay, our secure third party payment processors. Please see our Terms of Service and Privacy Policy for more info.
How secure is my credit/debit card information on Queenly?
Your payment information is extremely secure and protected on Queenly. It is SSL protected, PCI compliant, and end-to-end encrypted. For more details, please visit Security at Stripe and Apple Pay Security.
What is Queenly's mission?
Queenly is a peer-to-peer marketplace dedicated towards formal wear fashion and the pageant industry. Queenly's purpose is to remind girls everywhere that you don't have to break the bank to be confidently beautiful. For a fraction of the price, you can attain that dress that you've always wanted to rock on stage or glide in on the dance floor. We are not a retail store; we are a revolutionary platform focused on fashion and we foster a community that uplifts and strives to help one another look incredible and feel like a queen on their special night.
Where is Queenly available?
Queenly is currently available everywhere in the US via the Apple App Store and web
Is Queenly available in the Apple App Store?
Yes, check it out here.
Is Queenly available in the Google Play Store?
Yes, check it out here.
How do I contact Queenly support if I have any questions, comments, suggestions, concerns?
You can email [email protected]. We will get back to you within a 48-hour timeframe, during business days.
Can I place orders that ship to different addresses?
On Queenly, your order by default will be shipped to the address you have on file. If you need to change your address for an order after it has been place, please make sure to let our support team know at [email protected]
Is there a membership fee to join Queenly?
Being a member on Queenly is completely FREE! We do not charge any membership fee. Signing up simply means that you will always have access to see all of our users' wardrobes, look for your next dress and receive special discounts and updates from us.
What types of clothing are allowed on Queenly?
We allow postings of evening dresses, cocktail dresses, bridesmaid dresses, wedding dresses, prom/homecoming dresses and glam jumpsuits.
Is Queenly only for pageant girls?
Of course not! This app is for women of all ages (13 years or older) that want to be queenly for any special event! Whether it be prom, homecoming, gala, red carpet, cotillion, quinceanera, wedding, etc., Queenly will make it easier for you to find something to wear. We only emphasize the pageant industry as this was the source of inspiration for the creation of the app, as pageant girls have been using pageant resale methods for years. We hope that the pageant industry can help us start with the traction that we need in order to let more women know about our handy platform.
User Protection Gurantee

Worried about your first purchase or sale on Queenly? There is no need to be! Our Buyer/Seller Protection Guarantee ensures you are well protected and 100% satisfied every single time you shop or sell on Queenly.

Buyer Protection Guarantee

We will issue you a full refund if the seller fails to ship, your item does not match the description on the listing created by the seller, or if you run into any problems!

If the Seller fails to ship after 10 days after you placed an order or your offer was accepted, the order is considered delayed. You will have the option to request a cancellation and receive a full refund.

What Is Covered

  1. Orders completed following our policies
  2. Items that are received are not as described according to the item listing
  3. Items damaged in transit
  4. Orders marked with unsuccessful delivery timestamps by the shipping carrier

What Is Not Covered

  1. Transactions completed off of the Queenly Platform
  2. Refused delivery items
  3. Refund requests made outside the 3-day delivery window
  4. Cancelation requests made before our 10-day cancellation policy

Seller Protection Guarantee
If a Buyer opens a claim on an item you sold on Queenly, you can oppose the claim with records including pictures, receipts, etc. Queenly will review both claims and can still disburse your earnings for the full amount of your sale.

What Is Covered

  1. Orders completed using the Queenly prepaid label
  2. Orders completed following our policies
  3. Orders with false claims from Buyers
  4. Orders marked with unsuccessful delivery timestamps by the shipping carrier
  5. Buyer chargebacks: when Buyers fail an unauthorized payment claim with their bank provider

What Is Not Covered

  1. Transactions completed off of the Queenly Platform
  2. Items that are delayed and shipped after a cancellation request has been accepted and processed

Buyers
Who handles dry cleaning?
While we do provide quality check and inspection for minor imperfections found on gowns over $1000 in our Quality check, we do not offer fully-fledged professional dry cleaning services.
What shipping options does Queenly offer?
We offer Standard Shipping, Expedited Shipping, and Air Express (Rush) Shipping for U.S. orders.
We offer Standard Ground and Expedited Shipping for Canadian orders.
What is Queenly’s Return Policy?
We recommend reviewing a listing and asking the seller additional questions if you have any concerns about the item you are interested in before submitting an offer or completing a purchase.

If you have received an item that is not in the condition described or looking to return the item you have purchased, you can initiate a return request by emailing [email protected]. The claim must be filed within 3 days of the posted delivery date. Any claims filed outside of that period will not be reviewed or granted.

Please take a look at our Return Policy here.

How can I return my order and receive a refund?
If you have received an item that is not in the condition described, you can initiate a return request by emailing [email protected]. If your return claim is accepted, you will receive further instructions on how to proceed with the return process, including how to ship your return item.
Can I make an exchange?
At the moment, Queenly does not offer the option to exchange your item.
Sellers
How much do I get for the dress that I've sold on Queenly?
To make sure we run our platform successfully for our users, we charge a 20% service fee on all transactions sold on Queenly. This is significantly lower than our competitors, so you'll be happy to know you're still keeping a big chunk of 80%. Through this process, we guarantee your safety online and that your transactions run through a trusted platform, excellent quality of dresses, and we take care of packaging and shipping so your experience is hassle-free so you can focus on looking and feeling like a queen!
How will I get my earnings from my dress?
Seller earnings are securely disbursed at the end of the third business day after delivery at 11:59 PM PST, or after the day the buyer accepts their order. Buyers have 3 days from the posted delivery date to accept their item. Your seller earnings will be disbursed at the end of the third day if the buyer fails to accept their item. For dresses being sent to HQ for Quality Check, seller earnings are disbursed once they have passed quality check. Your earnings will be disbursed via PayPal, Venmo, and/or ACH.
How do I ship the dress that I just sold to a buyer?
We will send you a free prepaid shipping label once your offer has been accepted by the buyer and their payment transaction has gone through. We currently use USPS to ship out all items, and you can utilize any box/envelope/packaging you want, as long as the dress is secure and that you put the shipping label clearly visible on the outside. You can then drop it off at any USPS designated USPS blue collection box nearest you, or at any USPS location.
What types of photo should I use for my dress listing?
We recommend using a real-life photo of the dress. Please make sure the photo is taken as clearly and with the highest resolution possible. Taking a photo in good natural lighting would be best, with the least amount of distractions in the background. Also, it would be great to take a photo of it being worn on a person's body, so the buyer can see how it fits and the length. If you don't have time to take one, you can just upload the retail photo from the store/designer's website from which you have originally purchased it (but be certain that it is the same exact style and color).
How do I relist a dress I bought on Queenly?
On the iPhone app go to the "SELL" tab and choose "UNLISTED." All of your past purchases will be here! Choose "Relist" and all of the original information will be pre-filled for you. You can choose to update any details or add more photos before choosing "Post dress for sale."
Seller - How And When Do I Get Paid
When does a Seller get paid?

Seller earnings are disbursed to the seller’s redeemable balance after the item has been successfully delivered and once the buyer verifies on the app/website that they have accepted their item. Buyers have 3 days from the posted delivery date to accept their item. Your seller earnings will be disbursed at the end of the third business day after delivery at 11:59 PM PST, or after the day the buyer accepts their order.

If the purchased item is over $1,000 and has been shipped to Queenly HQ to undergo a Quality Check, the seller's earnings will be disbursed to the seller’s redeemable balance, once the item has successfully been inspected. Please keep in mind that after delivery, Quality Check can take anywhere between 1-3 business days to be processed and completed.

How does a Seller get paid?

Sellers will have to initiate a payout once a redeemable balance is available. Sellers can choose to receive their seller earnings via PayPal, Venmo, or electronic ACH Direct Deposit transfer to their bank account.

How to request a payout for my redeemable balance

Your earnings can quickly be transferred to you through your preferred payout method: PayPal, Venmo, or ACH (direct deposit).

To request a payout, please visit your account

To ensure your seller earnings are disbursed to the correct preferred payout method account, log into your Queenly account and update your seller information as needed (on your Profile page). In cases where funds are sent to an incorrect account, Queenly will attempt to reclaim and reissue the payout to the correct account. However, in the case that the funds cannot be reclaimed, the payout is final and will not be resent so please make sure you have this fully updated. Users are responsible for updating and verifying that their payout information is submitted correctly.

If a seller fails to make a payout method selection or submits the incorrect payout information, the seller's earnings will be delayed until that information is added or updated. Queenly is not responsible for any delays due to missing or incorrect information submitted by the seller.

How do I select my payout method?

Sellers can select their preferred payout method under Seller Earnings & Payout Methods in their Profile page. You will need the following information for the following methods:

ACH transfer (Direct Deposit) powered by Stripe
  • First and Last Name
  • Electronic routing number
  • Account number
  • SSN

Verify that your account is active and allowed to receive funds.

PayPal
  • First and Last Name
  • Email Address that you use for PayPal

Please verify that you have entered the correct information and that this account is available to receive funds. This may require you to reach out to PayPal directly.

Venmo
  • First and Last Name
  • Phone number or Email Address

If you have a valid US phone number but do not have a Venmo account, you will need to successfully set up a Venmo account to receive payments. Your payment will expire in 30 days if you sell an item with a Venmo payout method on file but do not have a Venmo account set up.

How can I change my payout method?
  1. Go to your Profile > Seller Earnings & Payout Methods > Payouts
  2. Click Add payout method
  3. Select the type of payout method you want to use, then click Continue
  4. Add the requested info, then click Submit
How long does it take to receive my seller's earnings?

Your payout will be initiated in our system as soon as the item is accepted by the buyer or after the 3 day delivery window has expired. However, it may take up to 7 business days for the funds to reach your account, depending on the type of payout method you have selected. Queenly does not control the speed that your funds become available to you nor is Queenly responsible for any delays made by PayPal, Venmo or your receiving bank.

Delivery times are as follows:
  • PayPal and Venmo: Within 1 business day (delays may occur on a case-by-case basis)
  • Direct Deposit (ACH): Up to 7 business days

If a seller fails to make a payout method selection or submits the incorrect payout information, the seller's earnings will be delayed until that information is added or updated. Queenly is not responsible for any delays due to missing or incorrect information submitted by the seller.

How do I check the status of pending payout?
You can always check the status of a pending payout in your Seller Earnings & Payout Methods in your Profile under Pending Earnings. Or you can reach out to our Customer Success team at [email protected] and make sure you provide enough information for our team to properly help you (name, email address, order number, payout method).
When will I receive my 1099-K form?
Users who choose ACH transfer can expect to receive your Form 1099-K in early 2023. Users who choose PayPal will receive a 1099 K form directly from PayPal Inc. Users who select Venmo will receive a 1099 K form directly from Venmo.
Seller - Available Balance
How to request a payout for my available balance

Your earnings can quickly be transferred to you through your preferred payout method: PayPal, Venmo, or ACH (direct deposit).

To request a payout, please visit your account and

For iOS:
  • Go to Seller Payout Info
  • Select Redeem Balance
For web:
  • Go to Earnings
  • Select Redeem Balance

To ensure your seller earnings are disbursed to the correct preferred payout method account, log into your update your seller information as needed. You will have the option to verify or change your preferred payout method every time you request to redeem your available balance.

You will only have the option to redeem the total available balance.

In cases where funds are sent to an incorrect account, Queenly will attempt to reclaim and reissue the payout to the correct account. However, in the case that the funds cannot be reclaimed, the payout is final and will not be resent. Users are responsible for updating and verifying that their payout information is submitted correctly.

How to use the available balance toward a purchase

You will have the option to apply your redeemable balance at checkout towards any future orders.

If you choose to checkout with your redeemable balance, the redeemable balance will first be applied, then store credit (if applicable), and then your chosen payment method.

We always require a payment method to complete a purchase. If your balance and credits cover your total then your chosen payment methods will not be charged.

Changes in my available balance

To keep track of any balance changes to your available balance, you can

For iOS:
  • Go to Seller Payout Info
  • Look under Balance Activity
For web:
  • Go to Earnings
  • Look under Balance Activity

Under your Balance Activity, you can keep track of payouts per order that are added to your available balance, purchases made using your available balance, and requests made to redeem your available balance.

Shipping
What Shipping Options does Queenly offer?
We offer Standard Shipping, Expedited Shipping, and Air Express (Rush) Shipping for U.S. orders.
We offer Standard Ground and Expedited Shipping for Canadian orders.
How long will it take for my order to ship?
Queenly sellers on average ship in 3-4 days or sooner! All orders are subject to processing time that is separate and apart from the time it takes for a shipment to reach its destination once it has been shipped. Depending on a number of factors, standard orders may take up to 7 business days to process (excluding Saturdays, Sundays, and Holidays) to process.
After your payment is authorized and verified, Standard orders can still take up to 7 business days to process, Expedited orders can still take up to 3 business days, and Air Express (Rush) orders can still take up to 2 business days to process. This is just an estimate and doesn't include weekends or holidays.
To ensure your order arrives as quickly as possible, over $1000 orders placed with Expedite or Air Express Shipping will skip the Quality Check inspection and be sent directly to you.
How long is your In-Transit Time to receive my package once my order has shipped?
In-Transit time starts when your order has been shipped and does not include the standard processing time applicable to the shipping method selected at the time of checkout. Business days do not include Saturdays, Sundays, or US Holidays.
Where does Queenly ship?
Queenly currently only ships within the United States, U.S. Territories, and Canada. We hope to increase our international shipping soon!
What are the shipping rates on Queenly?
U.S. Shipping rates vary on the size of the garment or the speed of shipping. The weight of your item is selected by your seller. For more information on shipping, look at your order details before checkout.
U.S. Standard shipping rates:
  • Under 1lb $5.99
  • 1-5lbs $9.99
  • 6-10 lbs $14.99
US Expedited shipping rates:
  • Expedited Shipping: $54.99
  • Overnight Shipping: $123.99
Canadian shipping rates:
  • Standard Shipping: $37.99
  • Expedited Shipping: $74.99
Private Offers
Seller: How do I send a Private Offer?

To send a Private Offer to users who have liked your item:

  • Select an item from your closet
  • Select “Price Drop”
  • Select "Send Private Offer to Likers"
  • Calculate your new discounted price (must be at least 10% lower than your current listed price)

Users who have liked that item will be notified of the discount and have 48 hours to accept or decline the offer. Users are able to counteroffer a private offer.

If a private offer is accepted, all other standing private offers or existing offers will expire. If the item is purchased using “Buy Now”, all prior existing offers will expire.

Seller: Who will receive my Private Offer?
Users who have liked your listing will receive your Private Offer. The new price will not change the public price of your item.
Seller: How low does my Private Offer have to be?
Your private offer must be at least 10% less than your current listed price.
Buyer: How do I receive a Private Offer?
Users are able to 'like' a listing to receive notifications of a price drop. If the seller sends out a private offer, the buyer will receive an email notifying them of the discount. To accept or decline the offer, locate the offer under your 'Inbox'.
Buyer: Why am I receiving a Private Offer?
You received a Private Offer because the seller of a listing you ‘liked’ is lowering the price. This lower price is exclusively available to users who have liked the listing. The Private Offer will expire in 48 hours or if it is purchased by another user.
Buyer: Can I make a counteroffer?
Yes, our Private Offer feature! Buyers can counteroffer at least 50% of the price of the original listing.
Boost Your Listing
What Does "Boost Listing" Mean?
When you Boost a listing it puts it to the top of search results. This helps us surface listings from sellers who are active on Queenly.
How Often Can I Boost?
You can Boost each listing once every 7 days.
How Do I Boost My Listing
Go to “sell” and hit the “boost” on the listing page. After you see the pop up hit “boost”
Offer Free Shipping
What Does It Mean To "Offer Free Shipping"?
As a seller, if you offer free shipping then the cost of Standard shipping will be subtracted from your seller earnings. Offering free shipping applies to your listed price and the offer price that you accept.
How do I add free shipping to a new listing?
On the "Pick a Price" screen, slide the "Offer Free Shipping" toggle to the right.
How do I add free shipping to an existing listing?
Go to the "Sell" tab, choose "Edit", and toggle the "Offer Free Shipping" to the right.
Referral Bonus: Refer 5 friends, get $50
Will I still get rewarded when my friends buy on Queenly?
Yup! This is an exclusive bonus offer – the standard referral program perks still apply.
What if a friend signs up without using my referral link?
You won’t qualify for this offer, so make sure they use your link to sign up.
When will I receive my $50 in credit?
To earn the credit, five of your referrals need to create a Queenly account. We’ll issue the credit on or around November 30th, 2023.
Referral Program
How Does Queenly's Referral Program Work?
Give $30, get $30! Share the referral link found on "My Profile." After someone signs up using that link they will have a $30 credit applied to their account to use toward their first purchase. After they purchase, you'll get $30 store credit automatically added to your account.
When Do I Get The Store Credit?
For our regular friend referral program, the credit should be automatically applied after your referral makes their first purchase on Queenly!
Shortlists
What are Shortlists?
Shortlists are a way to organize your favorite gowns on Queenly! Users are able to name and create their own custom lists to help narrow down the search for the perfect dress for your next special occasion.
How do I create a shortlist?
To create a shortlist, you can begin by either going to your “Likes” and clicking on the plus sign to “Create List.” You can also create a shortlist while browsing through dresses, simply click the heart shaped icon and then select “Create List” or add to an already existing list.
What kinds of short lists should I make?
It’s up to you! Perhaps you’re looking for the perfect dress for your 21st birthday, formal dance, tropical vacation, Vegas trip, bachelorette party, etc. you can create as many shortlists as you like for as many events as you like!
What happens if I delete my shortlist?
Deleting a shortlist only deletes the specific list and not the like. When deleting a shortlist, you will still be able to find the dresses that were previously in your shortlist in your "Likes."
Are shortlists public?
They can be! When creating a shortlist you have the option to make the list public or private.
Can I share my shortlist?
Yes you can! If you go to the share icon at the top of your shortlist then you will have the option to share the list with your friends! Sharing shortlists is a great way to help you and your friends plan your outfits for events!
Collections

Really Cool Sellers

What is a collection?
A Queenly Collection is when a buyer purchases two or more items from one seller. This allows a seller to sell multiple listings from their closet in one transaction. Once a collection is sold, the seller will receive a single prepaid shipping label for the entire collection they have sold to the buyer.
What if I have sold an item over $1000 in a collection?
If you have sold at least one item over $1000 in your collection, all your items will be shipped to Queenly Headquarters. Only items that are $1000 and over will undergo a quality check. However, Queenly will ensure to ship your entire collection together once the eligible items have passed the quality check.
How will I be paid for items sold through a collection?

Your payout will be disbursed via your preferred payout method. You will receive a payout for each item sold in your collection.

Locate your Collection Order in your inbox under Selling To to see a breakdown of your payout.

How do free shipping offers affect my payout on the collection?
If you have offered free shipping on each item in the entire collection, the amount of the heaviest item will be deducted from your total payout.

Buyer

What is a collection?
A Queenly Collection allows a buyer to purchase multiple listings from the same closet while only paying for shipping once.
How do I purchase a collection?
You can add items from the same seller to your cart. Queenly will automatically create a collection in your cart if there are two or more items from the same seller.
Can I combine items from different closets into the same collection?
Only items from the same closet are eligible for a one-time shipping charge. You can purchase items from different sellers by adding dresses to your cart, but separate shipping will be charged for each closet.
How many collections can I create?
There is no limit to the number of collections or the number of items allowed into a collection. Add the items to your cart and Queenly will create the collection for you.
Free shipping on collections
Your entire collection will qualify for free shipping only if the seller has offered free shipping on each item in your cart.
Can I make an offer on a collection?
Not at the moment, but we hope to offer this service soon!
What happens if an item sells before a collection order is placed?
The item will no longer be available for purchase and will be marked as unavailable in your cart.
Will placing an item in a collection mark the item as reserved?
Items are not reserved once they are placed in your cart.
Do price drop promotions apply to items in a collection?
If the seller drops the sale of an item, the new discounted price will automatically be updated in your cart.
Reporting

Queenly moderates content daily to ensure the protection and safety of our users. If you see something that shouldn’t be on Queenly, please report it. Queenly users can anonymously report a listing or user that violates our community guidelines and policies. Once submitted, a report will be sent to Queenly’s Community team for review. Queenly users are not advised to directly engage with any content that is being reported.

To report a listing:
  • Select “...” at the top right of the item page
  • Select “Report Listing”
  • Select a reason for reposting the listing
  • Submit by selecting “Report”
To report a user:
  • Select “...” at the top right of the user page
  • Select “Report User”
  • Select a reason for reposting the user
  • Submit by selecting “Report”
To report a comment:
  • Select the flag icon located next to the comment
  • Select “Report Comment”
  • Select a reason for reposting the comment
  • Submit by selecting “Report”

If there is content that requires immediate attention, please contact Queenly’s support team directly at [email protected] and include the following information:

  • Direct links to the listing or user account
  • Screenshots of the content being reported

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One girl's dress is another girl's treasure.

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San Francisco, CA 94107
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