Welcome to our customer service! Here you can find answers to your questions on all aspects of Royal Design. You navigate through our Customer Service using the menu on the left.
Open weekdays between 7 pm - 1 am AEST
After your order has been placed, you will receive an order? confirmation with information on your purchase, as well as the current stock status for all items. When your order is shipped from our warehouse you will receive a shipping confirmation by e-mail. In the shipping confirmation you will find a tracking link which you can use to follow your order all the way to your home. Finally you will be notified by text message (SMS) when the order is out for delivery. We therefore recommend that you enter an up-to-date phone number at checkout.
We’re in the process of automating our warehouse and your order will start to be processed as soon as possible. When it has started to be processed you cannot make any changes to/cancel your order.
You can always return your order to us according to our terms and conditions.
To offer the best packaging and the quickest delivery your order may be sent in two or more shipments. This will be highlighted in the tracking information that you will receive with your tracking email. Your parcels may arrive at different days and times, but you will always be able to track the shipment on the shipping carriers website.
During the month of November, we will operate from two warehouses, as we are automating our new warehouse. This should not afftect the delivery time of your order, but your order may be sent in two or more shipments. Your parcels may arrive at different days and times, but you will always be able to track the shipment on the shipping carriers website. The estimated delivery time for your product/products is displayed on the product page as well as in the order confirmation that is sent to your email. ?
We offer free shipping above a certain order value. The limit for free shipping may come to change, and you can always find the current threshold on the shipping information page. There you will also find the current delivery fees for each delivery service.
In your shipping confirmation there is a tracking link which you can use to find your order's current location. You can also go to our delivery information page, where there are links to the respective carriers' tracking services. If you haven't received a shipment confirmation, please contact our customer service and we'll help clear that up for you.?
Your order will normally be held at your local shipping terminal for 7 days. If you do not collect/receive your order within this time frame, the order will be returned to us and you will be charged an "uncollected order" fee. If you regret your purchase after the order has been dispatched from us, you need to receive the order and return it to us, or it will be registered as an "uncollected order" and you will be charged the corresponding fee. Please refer to point 2.9 in our purchase agreemtent for more details.