Terms & Conditions
1. General information
These terms and conditions ("terns", "conditions") apply for www.royaldesign.com ("the website", "on-site") which is owned and operated by Royal Design Group AB ("RoyalDesign", "we", "us", "our"). We offer fantastic products from both big and small designers and brands, and offer a carefully selected range of both the most forward-looking and classic designs from Scandinavia and the rest of the world.
These terms and conditions apply to all purchases and orders made on the website for customers who reside in Australia and New Zeeland.
As our customer, you have the right to demand information regarding your personal data in accordance with our integrity policy. You also have the right to demand that your personal data be changed or deleted.
If you have any questions, contact us using our contact form and we'll get back to you as soon as possible. We aim to answer your question within 48 hours during workdays.
1.1 Information and contact details
Head office
Royal Design Group AB/Room21
Porfyrvägen 2
38292 NYBRO
Sweden
Warehouse- and returns address
Royal Design Group AB
Porfyrvägen 2
Returavdelningen Gate 1
38237 NYBRO
SWEDEN
Company information
Royal Design Group AB
Organization identification number 556573-2426
VAT identification number SE556573-242601
1.2 Purchase agreement
You enter a purchase agreement when you register payment for your order at checkout. An order confirmation is then automatically generated for your order without manual supervision. If there is an error in your order we will contact you to handle the issue. It could be the case that an item had already been reserved for another customer, a change in delivery time or other unforeseen events.
1.3 Age restriction
We only enter purchase agreements with persons 18 years of age and above, or persons under 18 years of age with permission of a guardian.
1.4 Prices
The prices displayed on-site are our current prices, including 10% GST for orders to Australia. For orders with an order value below 1,100 AUD (1,000 AUD +10% GST), GST is included in the total cost which is displayed at checkout. For orders with an order value above 1,100 AUD, the price will be recalculated in the checkout and does not include GST. You will pay duty and taxes for the order upon importation to Australia. These fees are not charged by Royal Design and the customer bears responsibility for any such fees.
For orders outside of Australia, the price will be recalculated in the checkout and will not include GST. Taxes & customs fees may apply. The customer bears responsibility for any such fees, please check your local laws.
If the GST rate changes we reserve the right to change our prices accordingly. Price changes may happen at any time without prior notice. Prices do not include shipping fees. Shipping fees apply and are added at checkout before you complete your purchase. Oversea transaction fees may be charged by your bank/card company.
1.5 Incorrect prices
We have tens of thousands of products on-site, and in a few rare cases a pricing error may occur. If you have purchased a product at a price which is clearly incorrect we will contact you and reserve the right to adjust the price. in that case, you will receive the option of either cancelling your order and receiving your money back, or accepting the adjusted price and paying the difference between the pre- and post-adjustment prices. We also make reservations for printing errors and inaccuracies in our marketing, newsletters and other external communication. The conditions for incorrect prices on-site apply in these channels as well.
1.6 Availability
We work hard to have as many products as possible in stock, but a certain portion of our product catalogue is only available on back order. As soon as we receive your order, we order those items from our supplier. If the shipment were to be delayed or if the items are no longer available with our supplier, we will notify you by email. If the products are no longer available for purchase, we will refund you for those products.
1.7 Warranty
As retailers we refer to the manufacturers' specifications for warranty. Some manufacturers offer extended warranties, in which case that is specified in the product description. If you have purchased an item which doesn't include a warranty, you can still make a claim if you have received a faulty item in accordance with Swedish consumer law, as per section 6 below.
1.8 Product information and pictures
We reserve the right to exonerate ourselves from any and all compensation claims regarding incorrect product information contained on the website due to printing errors, technical errors or inaccurate product images. Note that product images on the website can sometimes differ from reality and are not always an accurate representation of the real product. Colors, materials and appearance may vary due to image quality and display settings, or in some cases due to products having a rustic, irregular or hand-finished appearance.
2. Shipment and delivery
2.1 Delivery options
We work continuously to offer quick, safe and timely deliveries at competitive rates. This is constantly under development and improvement. Please refer to our delivery options page for up-to-date information regarding shipping carriers, prices and estimated delivery times. Normally your order will be shipped once all items are available in stock. However, due to logistic issues 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 shipments on the shipping carriers website.
2.2 Restrictions
We only deliver to Australia and New Zeeland. If you wish to make an order to another country, you may visit www.royaldesign.com and choose your region. For larger shipments outside the aforementioned countries, you may also contact our customer service, and we'll attempt to arrange shipping. In that case, an additional shipping fee will apply.
2.3 Handling time
For products which are in stock, we normally have a handling time of 1-4 business days before they are dispatched from our warehouse with one of our carriers. If a product is not in stock, we will order it from our supplier first. As soon as the product is in stock, the normal handling time applies. During holidays and special events, such as Christmas shopping or Black Friday the handling time may be affected.
2.4 Delivery times
For back-order items we display estimated shipment times on their respective product pages. This refers to the lead time from our supplier to our warehouse. These lead times vary between suppliers and are liable to change. We cannot affect our suppliers' lead times, but will notify you by E-mail if the estimated lead time changes, as stated in section 2.5 below.
Please visit our delivery options page for the estimated delivery times for all our shipment options and carriers. Please note that our carriers' delivery times refer to after they've been handled as specified in section 2.3 and have left our warehouse.
Note that we cannot make any promises regarding our carriers’ delivery times, as per section 2.7 below.
2.5 Updates and confirmations
2.5.1 Order confirmation
Shortly after your payment has been processed you will receive an order confirmation with information on your purchase and up-to-date stock status on all your items. If you haven’t received an order confirmation within two hours of placing your order, please contact customer service.
2.5.2 Updates for back-order items
If there is a delay in shipping a back-order item and if we’ve been notified by our supplier, we will notify you with an updated lead time. We will also notify you if an item is out of stock with our supplier.
2.5.3 Shipment confirmation
When your order is shipped from our warehouse, you will receive a shipment confirmation by E-mail. In the delivery confirmation there is a tracking link which you may use to track your order all the way to its final destination.
2.5.4 Text notification
Finally, you will be notified by text message (SMS) when your delivery is ready to collect or when it's out for home delivery. Your parcels may arrive at different days and times, but you will always be able to track the shipment on the shipping carriers website.
2.6 Partial deliveries
Normally your order will be shipped once all items are available in stock. However, due to logistic issues 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 shipments on the shipping carriers website.
2.7 Shipment delays, compensation claims and insurance
When your order leaves our warehouse, the transportation liability passes over to the carrier and we do not make any promises regarding shipping. We reserve the right to exonerate ourselves from any and all compensation claims regarding delays in shipping which have been caused by our suppliers (in the case of a back-order) or our carriers after an order has been dispatched from our warehouse. All shipments are fully insured.
2.8 Large items and home delivery
Our shipment providers only offer kerbside delivery of bulky goods (such as furniture and some lamps) and will not help you move the products into your home.
2.9 Uncollected orders
Our shipment carriers normally keep your order for 7 days after it has arrived. If you have not collected your order, or arranged for home delivery within this time limit, your order will be returned to us and we will charge you $35 for an uncollected delivery. If you regret your purchase after the order has been prepared for shipment, 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 aforementioned amount.
3. Payments
The payment is charged as soon as you complete your order at checkout.
3.1 Security
All purchases on the website are made through a secure SSL server to ensure secure shopping.
3.2 Payment Options
We currently offer credit/debit card payment for VISA, MasterCard and American Express. We also offer the option to pay with PayPal.
3.3 Refunds
If you have returned a product to us, and when we have received, inspected and approved your return, we will start the refund process. The terms and processing times for this are handled separately in sections 5.7 and 5.8. A confirmation is then sent to you by E-mail. The refund is always processed through the same payment options as the one used when the original order was placed.
4. Gift cards and discount codes
At checkout you have the option of entering the code for your gift card and/or discount codes.
4.1 Regarding gift cards
Unfortunately, we do not currently offer gift cards in this particular region. We are however working on implementing gift cards in this region whenever possible.
4.2 General information regarding discount codes
Sometimes we provide special offers using discount codes. It is not possible to combine discount codes with one another, or to combine discount codes with products which are on sale during a campaign. If you have used a discount code which is not intended for your use we reserve the right to decline the use of the discount code in question. We will then contact you and give you the option of either cancelling your order or paying the amount discounted.
4.3 Distribution of discount codes
Sharing discount codes publicly, such as in social media or other external channels is not allowed, unless we have clearly stated the contrary.
5. Cancellations and returns
If you are not satisfied with your order we offer a 30 day right of withdrawal, counting from the day you received your order.
5.1 Cancellations
5.1.1 Cancelling an order before handling
If you want to cancel your order, and your order has not yet been prepared for dispatch you can cancel your order. We have an automated warehouse system and start preparing stock items for dispatch immediately after receiving your order.You can also remove items from your order, provided that the order has not yet been prepared for dispatch. To cancel your order, or to remove items from it, please contact customer service.
If your order has already been prepared for dispatch you cannot cancel your order, and have to receive it before returning it to us by the standard returns process. If you do not collect/receive your order, it will be registered as an "uncollected order" as per section 2.9.
5.1.2 Cancelling an order after handling
You can return your item within 30 days of receiving it. This only applies on the condition that your item is not specially ordered for you or that you have used/assembled the product. Read more about how to make a return under point 5.2 below.
5.1.3 Validity
A cancellation is not valid until you have received a confirmation from us by E-mail or phone.
5.2 Returns
If you are not satisfied with your order, you can return it to us for a refund. Please contact customer service before making a return and they will guide you through the process. For detailed information on the returns process, see our returns guide here.
5.3 Product condition
You have the right to unpack and check the appearance of the product. A prerequisite for your return to be approved is that your item with any original packaging must be returned in the same condition as when you received it, i.e. in essentially unchanged condition. If the product you ordered requires assembly, it must be unassembled for your return to be approved.
If you received your package where the shipping label was attached on an outer packaging, you also need to use an outer packaging when returning the product in order for the return to be approved. If the condition of your product has changed in a signficant way when it is returned to us you may be liable to a damage deduction as per section 5.4 below.
5.4 Damage deductions
If a product is returned to us in a damaged or deteriorated state such that it cannot be sold to another customer without a discount, we reserve the right to make a damage deduction. The deduction is made on the total refund payment, before it is refunded to you. We make decisions on damage deductions on a case-by-case basis, but the smallest deduction possible is $20.
5.5 Return cost
As a customer, you are responsible for arranging return shipping and assume the full cost.
5.6 Transportation liability
Transportation liability means that you bear responsibility for your shipment arriving to us in undamaged condition. You should therefore take care to pack the items carefully so that they are not damaged during transport. It is also recommended that you use a shipment option which offers tracking. Returns should be clearly marked RETUR or RETURN to avoid additional import fees.
5.7 Return processing
From the time your order arrives at our warehouse, we reserve a processing time of up to 20 workdays to inspect the products' condition and register the products as returned.
5.8 Refund payments
We process the refund payment after the return processing is completed and your return is registered and approved by our warehouse staff. The return payment normally takes 5-7 days to process before the money is in your account. A confirmation will be sent by E-mail and the payment will always be made through the same payment option which was used for the original order.
5.9 Return of special orders
The right of return does not apply to special orders. An order is a special order if it concerns a product that is specially ordered specifically for you and / or produced according to your specific wishes. You will be informed by customer service in advance if your order counts as a special order.
6. Claims on faulty goods
6.1 General terms
We abide by Swedish consumer law (Konsumentköplagen), which means you have the right to make a claim for three years after you have received a faulty item. This is provided you have followed any relevant instructions for care and have handled the products with normal caution and care. In the case of a claim, please contact customer service who will help you through the process. They will ask you for picture proof which clearly shows the fault/defect.
In the event of a claim, the fault must be reported as soon as possible or as soon as the fault has been discovered. Reporting a fault in the product within two (2) months of you discovering the fault or within two (2) months from when you should have discovered the fault is always considered to be within a reasonable time. We stongly recommend inspecting the product as soon as possible after receiving it, so that any possible fault can be discovered immediately, and that there can be no doubt that the damage was not inflicted after you received it. If customer service has approved your claim and have asked you to send the product back to us, we cover return shipping.
6.2 Claims process
If you have received a faulty item, please send pictures of the defective product, as well as the product packaging, shipping packaging and packing material, along with your order number to our customer service. We will respond as soon as we have received your claim, and further guide you through the process. Please do not send the item back to us before contacting customer service.
6.3 Costs and fees
If your claim has been approved and the item needs to be returned to us, we will cover the costs of shipping for both the returned item and any replacement item. You still need to arrange return shipping yourself as per section 5.5 above, but we will cover the cost if you provide a shipping receipt.
6.4 Questions and answers
At our customer service page we have collected some frequently asked questions and answers regarding claims for faulty items. Please consult with this section before initiating a claims process.
7. Privacy policy
We care about your integrity. We therefore want to keep you informed on how we use the personal details which you provide to us, as well as your rights. These are covered separately in our privacy policy.