1. BUSINESS DETAILS

Trade Name

Sanmati Global

Brand Name

House of 4Queens

GSTIN

20AADHJ2343G1ZW

2. REGISTERED OFFICE

Sanmati Global

Thana Gali

Malviya Road

Hazaribagh

Jharkhand – 825301

India

3. CUSTOMER SUPPORT

Email

4queensfashion@gmail.com

Phone

+91 8095165432

Customer Support Hours

Monday – Saturday

10:00 AM – 7:00 PM IST

Grievance Officer

Appointed under the Consumer Protection (E-Commerce) Rules, 2020, and also the point of contact for questions about how we process your Personal Data:

Vinit Jain — Grievance Officer, House of 4Queens (Sanmati Global)

4queensfashion@gmail.com · +91 8095165432

Grievances are acknowledged within 48 hours and redressed within one month of receipt. See the Grievance Redressal Policy.

Website Availability

Our website and digital services are generally available:

24 Hours a Day

7 Days a Week

except during scheduled maintenance, upgrades or unforeseen technical interruptions.

4. HOW WE CAN HELP

Our Customer Support team can assist with enquiries relating to:

Orders

Order confirmation
Order status
Order modification (before dispatch)
Order cancellation (where eligible)

Shipping

Dispatch status
Delivery timelines
Tracking assistance
Delivery issues
Lost shipments

Returns & Refunds

Return eligibility
Exchange requests
Refund status
Damaged Products
Incorrect Products

Payments

Payment failures
Payment confirmation
Cash on Delivery
Invoice requests
Refund processing

Products

Product availability
Product details
Materials
Jewellery care
Styling assistance

AI Features

Support relating to:

Queenie AI Assistant
Virtual Try-On
Face Shape Detection
Skin Tone Detection
AI Product Recommendations

Customer Account

Support for:

OTP Login
Account access
Saved addresses
Wishlist
Account management

Privacy

Assistance regarding:

Personal Data
Privacy requests
Data correction
Account deletion
Consent withdrawal
Privacy enquiries

Accessibility

Customers requiring accessibility assistance may contact us if they experience difficulty using our website or future mobile applications.

5. BEFORE CONTACTING US

To help us resolve your request more efficiently, please include where applicable:

Full Name
Email Address
Mobile Number
Order Number
Invoice Number
Product Name
Description of the issue
Photographs
Screenshots
Videos (if relevant)

Providing complete information generally helps us respond more quickly.

6. RESPONSE TIMES

House of 4Queens aims to respond to customer enquiries within a reasonable period.

Actual response times may vary depending upon:

enquiry volume;
weekends;
public holidays;
operational requirements;
complexity of the request.

Certain requests, including warranty claims, privacy requests or grievance investigations, may require additional time.

7. LEGAL ENQUIRIES

Questions relating to:

Terms & Conditions;
Privacy Policy;
Intellectual Property;
Copyright;
Grievances;
Consumer Rights;
AI Features;
Regulatory Compliance;

may be directed to our customer support email.

Where necessary, your enquiry will be forwarded internally to the appropriate team.

8. BUSINESS COMMUNICATIONS

Operational communications may be sent through:

Email
SMS
WhatsApp
Push Notifications
Customer Dashboard
Future Mobile Applications

Examples include:

Order confirmations
Shipping updates
Payment confirmations
Security notifications
Service announcements

Marketing communications remain subject to your communication preferences and applicable law.

9. FEEDBACK

House of 4Queens welcomes customer feedback.

Feedback helps us improve:

Products
Packaging
Website
Mobile Applications
AI Features
Customer Support
Shipping Experience
Overall Shopping Experience

Submission of feedback does not create any obligation on House of 4Queens to implement suggestions.

10. SOCIAL MEDIA

House of 4Queens may maintain official social media accounts.

Customers are encouraged to verify that communications originate from official accounts before sharing personal information.

Sensitive matters such as payment disputes, privacy requests and account issues should generally be handled through official customer support channels rather than public social media.

11. SECURITY NOTICE

For your protection:

Never share OTPs with anyone.
Never disclose banking passwords.
Never disclose card PINs.
Never disclose CVV numbers.
Verify that you are communicating through official House of 4Queens contact channels.
Report suspicious communications immediately.

House of 4Queens will never request confidential banking credentials through email, SMS or WhatsApp.

12. POLICY UPDATES

House of 4Queens may update this Contact Page from time to time.

Updated versions will be published on the Platform together with the revised "Last Updated" date.

13. EFFECTIVE DATE

This Contact Page becomes effective from the date published on the Platform and remains in force until replaced by a revised version.

This Contact Page forms part of the House of 4Queens Terms & Conditions and should be read together with all other legal policies published on the Platform.

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WE'RE HERE TO HELP