Returns Policy

Returns & Refunds
This policy applies to products purchased through PACKQUEEN (Australian Specialty Paper). We aim for 100% customer satisfaction. PACKQUEEN adhere strictly to the Competition and Consumer Act 2010, and as such we provide all exchanges and returns as required by this Act. We offer a sample service, whereby you can purchase a sample of any of our products to ensure that it is right for you prior to purchase. As we do not accept returns for change of mind purchases, we highly recommend you order a sample by calling our team on 03 8689 9344 to ensure that your product fits your chosen packaging.

Returns for Purchases made from PACKQUEEN
Please choose your purchase carefully as we do not accept exchanges or refunds in the following situations:
  • changed your mind
  • ordered the wrong item
  • found the goods cheaper elsewhere
  • were aware of the relevant fault before buying the goods
  • damaged the goods by misusing them.
What is the product is faulty or incorrectly delivered?
We take extreme care in ensuring our goods are of the highest quality. However, if for any reason you find that one of our products is faulty, or we have not delivered what you ordered, we would like to help you resolve the problem.

Returns will be accepted for products purchased online if they are faulty or the products delivered do not match your Order. All claims for faulty or incorrectly delivered items must be received within 21 days from date of dispatch.

All online purchases claimed as faulty will need to be sent back to PACKQUEEN for an official assessment by the PACKQUEEN product development team.

How long will it take to get a refund if approved?
Once your goods have been received by PACKQUEEN, please allow up to 5 working days for your refund to be processed back to your account. Your receipt of your refund will depend on the period of time it takes your financial institution to finalise the refund.

How do I contact the Customer Service Team?
The Customer Service team operates on Monday to Friday (excluding public holidays in Melbourne, Australia) from 9.00am until 4.00pm Australian Eastern Standard/Daylight Savings Time.

The contact phone number for our team is 03 8689 9344 or you can also contact us via email at