Frequently Asked Questions (FAQs)
Order Questions
How can I check the status of my order?
Once your order has been dispatched, you will receive a shipping confirmation email which will contain your tracking number and a link to track your parcel’s progress.
I need to change or cancel my order. What should I do?
Please contact us immediately using the form below. We process orders very quickly, so we can only guarantee changes or cancellations if we receive your request promptly. Please include your order number for reference.
What should I do if I receive a damaged or faulty item?
We are sorry to hear that. Please get in touch with us using the contact form below within 30 days of receipt. Provide your order number and a description (or photograph) of the issue, and our team will be happy to assist you.
Shipping & Delivery
What are your delivery options and costs?
We offer a range of delivery options, including standard and express services. The available options and their associated costs will be clearly displayed and calculated at the checkout before you complete your purchase.
Do you ship internationally?
Yes, we deliver to many countries worldwide. Delivery times and charges will vary depending on the destination and will be shown during the checkout process.
My order hasn’t arrived. What can I do?
Please first check the tracking information in your dispatch email. If the estimated delivery date has passed or the tracking information is unclear, please contact us with your order number, and we will investigate for you.
Returns & Refunds
What is your returns policy?
We offer a 30-day return policy for items in their original, unused condition and packaging. Please contact us to initiate a return. Please note that personalised items cannot be returned unless they are faulty.
How long does it take to receive a refund?
Once we have received your returned item and inspected it, we will process your refund. The time it takes for the refund to be credited to your original payment method will depend on your bank or card provider’s processing times.
Product & Website Queries
Are your products official?
Yes, we are the official shop for Royal Collection Gifts. All products are sourced officially.
I have a question about a product that isn’t answered on the website.
For any specific product enquiries, please use the contact form below, and our customer service team will provide you with more information.
Still have a question?
If you cannot find the answer you are looking for above, please complete the contact form below. For faster service, please remember to include your order number if your query is related to a purchase. Our team aims to respond to all enquiries within two working days.
Please note: We are unable to answer questions about the Royal Family or the Royal Collection. For these enquiries, please visit the official Royal Collection Trust website.