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 9 am - 3 pm GMT
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.
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 shipments 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 shipments 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.
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.
We currently use FedEx/TNT for all deliveries of smaller items, and DHL Euroconnect for orders including larger items (furniture, some mirrors, rugs, lamps)
Our warehouse has a handling and processing time of 1-4 working days, depending on the the volume of orders and the time of year. You can then find the estimated delivery times for our carriers on the delivery information page, which refers to the time after the goods have left our warehouse, after handling and processing. Please note that we cannot affect our carriers' shipping times once we've handed your order over to them.
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 terms & conditions for more details.