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
If you are not satisfied with your purchase you may return your items within 30 days of receiving your items. If your order has been partially delivered, the return time limit for each respective item is 30 days of receiving that part of the order. Please refer to sections 5 and 6 of the terms and conditions for more details on returns, refunds and claims. Always contact customer service before returning an item, and they will guide you through the process.
If you wish to make changes to, or cancel your order before the warehouse staff has begun preparing it for shipping, we can cancel your order or remove items from it. We can unfortunately not increase the value of a transaction, and can therefore not add items or change a product to a more expensive variant. If we have begun preparing your order, it is not possible to cancel or change it, and you will have to receive the order and return it to us through the normal returns process. Please note that you bear responsibility for arranging shipping.
We have a detailed returns guide here.
From the time your return arrives to our warehouse, we have a processing time of up to 20 days to inspect your items and approve your return. We will refund the money to you after our warehouse staff has inspected your items and approved the return. Allow for a payment processing time of 5-7 bank days before the money shows up in your account. A confirmation is sent by e-mail and the refund is always made through the same payment method which you used to make the original purchase.
You have the right to unpack the products to check their condition and function. The products must be in original condition when they're returned to us. Please note that the product packaging should not be used as shipping packaging, as the product may be damaged during shipping and you may receive a damage deduction to your refund. Products which require assembly must be returned disassembled.
If a product is returned to us in such a condition that it cannot be sold to another customer withot a discount, we reserve the right to make a damage deduction to your refund. The deduction is made on the refund payment before it is paid back to you. Please refer to the terms and conditions for more details.