FAQ

About the Clothing

  • What is the condition of the clothes? All items undergo a rigorous curation process to ensure that nothing is amiss. All items are in great condition. If they have any defects or repairs, these will be noted in the item description



  • Are the clothes washed before they're sold? All pre-loved and transformed items are washed, sanitized, and ironed (only when necessary) before they go on sale, ready to wear. The items with original tags are not washed, so I recommend that you wash them before wearing them.



  • How can I be sure of the actual size of the item? Since brands have different sizing patterns (and some items are vintage), I always include the exact measurements in centimeters (bust, waist, and length) in each product description. But if you are not sure and need some help, please contact me, I'll be glad to assist.



  • If the garments that have been upcycled are from the fast fashion industry, don't they deteriorate faster? Based on my personal experience, no. It depends on the materials the garments are made of and, above all, on how they're washed and cared for.

When I choose the pieces I want to work with, I familiarize myself with their materials so I know what kind of care they’ll need. What shouldn't happen is that we throw away a garment just because it's lost a button, or because the hem has come undone in one spot, or because it has pilling. These are all simple examples of things that happen—things that are normal—that can be fixed, and that don't make the garment disposable, even though we're led to believe they do.



  • Why use fast fashion clothing as a starting point rather than pieces from other, lesser-known brands? Or why not make them from scratch? I also work with lesser-known brands, but the main reason why the most of my pieces are made with fast fashion items is that the fashion/apparel industry is one of the biggest polluters and that it generates the most waste in terms of surplus raw materials and finished products. The fast fashion model is primarily responsible for this, producing 52 to 56 collections per year! Every week, there are thousands and thousands of new products that will end up in a landfill or replace natural landscapes.
    There are textile recycling plants, but they lack the capacity to process such large volumes of material,  in addition to being very complex, expensive, and harmful to the environment to recycle synthetic fibers.
    To counter this reality, I work with what already exists, promote a circular economy, reduce waste, and show that the "old" can be new again.



  • Despite Faceless Queen's concern for the environment, many of its pieces contain polyester. Why? Polyester and other synthetic fibres are cheaper than natural fibres, and faster to produce, so the brands that people wear and discard the most rely on polyester and others for that very reason. I try to avoid choosing clothes that contain synthetic fibers, but unfortunately, that's not always possible. Moreover, for most of these garments, this is their final destination—the material's life cycle culminates in a skirt, jacket, or blouse—and most of the time, recycling isn't a solution, since it's costly and releases microplastics during the process. There is still no perfect solution to this issue,but I believe it's better to make use of the garment and ensure it's cared for properly than to send it to a landfill or to the Global South.


Shipping and Returns

  • Returns and refunds: Do you accept returns? Yes. Since these are one-of-a-kind pieces, I want you to be 100% satisfied. You have 14 days after receipt to request a return, provided the item still has our tag intact. Please check the Return and Refund Policy for accurate information.



  • How long does shipping take, and how much does it cost?

Portugal: estimated delivery within 1 to 3 business days. For Madeira e Açores, shipping may take 2 to 10 business days. Free shipping on orders above €49,00. For orders below, shipping will cost €4,90.

Spain (don't ship to the islands): estimated delivery within 2 to 5 business days. Free shipping on orders above €79,00. For orders below, shipping will cost €7,90.

Greece: estimated delivery within 5 to 8 business days. For all orders shipping costs is €49,00.

Rest of Europe: estimated delivery within 5 to 8 business days. Free shipping on orders above €99,00. For orders below, shipping will cost €19,90.



  • Is the shipping packaging eco-friendly? Yes. I reuse boxes and cardboard packaging from other companies for all my shipments, and everything inside the package is recyclable. For environmental reasons, you won't see the Faceless Queen logo on the box, but that's fine with me, and I hope it's fine with you, too.



  • Who ships the orders? What name will I see on my shipping package? I, Joana Batista, handle all shipments myself, and that's the name you'll see on the package to ensure that I can deliver your orders to you, without any complications.


Taxes and Duties 

  • Do I have to pay VAT (Value Added Tax) on my order? No. Faceless Queen is fully exempt from VAT under Portuguese tax regulations (Artigo 53.º do CIVA). The price you see at checkout is the final price for the item itself, and no sales tax or VAT will be added to your order.

 

  • Will I have to pay customs duties or import fees? Orders shipped to destinations within the EU are not subject to customs clearances or import duties.

  • Are there any exceptions where I might have to pay extra? While the EU free-trade agreement guarantees no import taxes, any rare local administrative fees or specific regional taxes imposed by your destination country's postal service remain the sole responsibility of the customer. For standard orders within the EU, however, these charges do not apply.