Frequently Asked Questions (FAQ)

Welcome to our FAQ page! Here you'll find answers to the most common questions about ordering, delivery, payments, returns, and our products. If you can't find what you're looking for, feel free to contact us.

🛍️ Ordering & Shopping

How do I place an order?

Placing an order is simple:

1. Browse our collection and select the item you want
2. Click "Add to Cart"
3. Go to your cart and click "Checkout"
4. Enter your delivery information (name, phone, address, email)
5. Review your order and confirm
6. You'll receive an order confirmation via email/SMS

No payment is required during checkout – you pay cash when your order is delivered!

Do I need to create an account to shop?

No, you can checkout as a guest. However, creating an account allows you to track orders easily, save your delivery addresses, and receive exclusive offers.

Can I modify or cancel my order after placing it?

Yes, but only before it's dispatched. Contact us immediately at RoyelleShop@gmail.com with your order number. Once shipped, orders cannot be modified or cancelled, but you can refuse delivery or return the item.

Will you call to verify my order?

Yes, our team may call or SMS you to confirm your order details before dispatching. This helps prevent fraudulent orders and ensures accurate delivery. Please ensure your phone number is active and reachable.

Are the products on Royelle authentic?

How can I be sure the products are genuine?

We provide:

• Original packaging and documentation
• Brand authenticity certificates (where applicable)
• Serial numbers and verification codes
• Direct sourcing from authorized distributors
• Our 100% authenticity guarantee

💰 Payment

What payment methods do you accept?

We currently accept Cash on Delivery (COD) only. You pay cash to our delivery partner when your order arrives.

Why Cash on Delivery only?

COD offers several advantages:

• ✓ No online payment risks
• ✓ Inspect the product before paying
• ✓ No credit card or mobile money needed
• ✓ Pay only when satisfied
• ✓ Builds trust and confidence

Do I need exact change?

Exact cash is appreciated but not required. Our delivery partners carry change. However, for large orders, having closer to the exact amount helps speed up the process.

Is there a COD fee?

No, there are no additional fees for Cash on Delivery. The price you see on our website is the price you pay.

What happens if I don't have cash when the delivery arrives?

If you're unable to pay at delivery, the order will be returned to us. You may be charged for re-delivery if you wish to receive it again. Please ensure you have cash ready when expecting delivery.

🚚 Shipping & Delivery

Do you offer free shipping?

Which areas do you deliver to?

We deliver to:

• 🇰🇪 Kenya - All major cities and towns
• 🇺🇬 Uganda - All major cities and towns
• 🇹🇿 Tanzania - All major cities and towns

If you're unsure whether we deliver to your area, contact us at RoyelleShop@gmail.com.

How long does delivery take?

Business days exclude weekends and public holidays.

How can I track my order?

Once your order is shipped, you'll receive:

• Tracking number via email/SMS
• Courier contact information
• Estimated delivery date

You can also email us at RoyelleShop@gmail.com with your order number for status updates.

What if I'm not available when delivery arrives?

The courier will attempt delivery up to 2 times. If both attempts fail, the order returns to our warehouse. You may be charged for re-delivery. Please ensure someone is available during delivery hours (Monday-Friday 9 AM-6 PM, Saturday 9 AM-2 PM).

Can I change my delivery address?

Yes, but only before dispatch. Contact us immediately at RoyelleShop@gmail.com with your order number and new address. Once shipped, the address cannot be changed.

Do you deliver on weekends?

Yes, our courier partners deliver on Saturdays (9 AM - 2 PM). There are no deliveries on Sundays or public holidays.

Will I be notified before delivery?

Yes, the courier will call you before arriving to ensure you're available to receive the order.

📦 Inspecting Your Order

Can I inspect the product before paying?

What should I check during inspection?

Please verify:

• ✓ Package is sealed and not tampered with
• ✓ Product matches your order
• ✓ No visible damage or defects
• ✓ All accessories and documentation included
• ✓ Product authenticity

What if the product is damaged or wrong?

You have the right to refuse the delivery without payment if:

• Product is damaged or defective
• Wrong item was delivered
• Package appears tampered with
• Product doesn't match the description

Simply inform the courier and you won't be charged. We'll arrange a replacement or full refund.

↩️ Returns & Exchanges

What is your return policy?

We accept returns within 7 days of delivery if:

• Product is unused, unworn, and in original condition
• All original tags, labels, and packaging are intact
• You have the receipt or proof of purchase

How do I return an item?

1. Email us at RoyelleShop@gmail.com within 7 days of delivery
2. Provide your order number and reason for return
3. Include clear photos of the product
4. Wait for return authorization
5. We'll arrange free pickup from your address

Is return pickup free?

Yes, we offer free pickup for returns, especially for defective or damaged items. For preference-based returns, terms apply – contact us for details.

When will I receive my refund?

Once we receive and inspect your returned item:

• Approved returns: Refund processed within 7-10 business days
• Refund method: Bank transfer or Mobile Money (M-Pesa, MTN, Airtel Money)
• Processing time: 3-5 business days after approval

Can I exchange an item instead of returning it?

Yes! We offer exchanges for:

• Different size (if applicable)
• Different color or style
• Defective or damaged items

Exchange shipping is free for defective items.

What items cannot be returned?

For hygiene and safety reasons, we cannot accept returns on:

• Earrings and body jewelry
• Items with removed tags or damaged packaging
• Products showing signs of wear or use
• Customized or personalized items
• Sale or clearance items (unless defective)

💎 Products & Quality

What brands do you carry?

We curate a selection of luxury watches, sunglasses, and accessories from premium and designer brands. Our collection is regularly updated. Browse our website or contact us for specific brand inquiries.

Do products come with warranty?

Many of our products come with manufacturer's warranty. Warranty details are provided in the product description and included with your purchase. Contact us at RoyelleShop@gmail.com for specific warranty information.

How should I care for my luxury accessories?

Care instructions are included with each product. General tips:

• Watches: Avoid extreme temperatures, keep away from magnets, service regularly
• Sunglasses: Store in case when not in use, clean with microfiber cloth, avoid harsh chemicals
• Leather goods: Keep dry, use leather conditioner, store in dust bag

Can I request a specific product not listed on your website?

Yes! Contact us at RoyelleShop@gmail.com with details about the product you're looking for. We'll do our best to source it for you.

📞 Customer Service

How can I contact Royelle?

How quickly will you respond to my inquiry?

We aim to respond to all emails within 24 hours during business days. Urgent issues are prioritized and may receive faster responses.

Can I visit a physical store?

Royelle is currently an online-only store. We don't have physical retail locations. This allows us to keep costs low and pass the savings to you through free delivery and competitive pricing.

Do you offer bulk or corporate orders?

Yes! For orders of 5+ items or corporate purchases, email us at RoyelleShop@gmail.com with subject line "Corporate Inquiry" or "Bulk Order." We offer special pricing and services for bulk purchases.

🔒 Security & Privacy

Is my personal information safe?

Yes. We use industry-standard security measures including SSL encryption to protect your data. We never sell your personal information. Read our Privacy Policy for complete details.

Why do you need my phone number?

We need your phone number to:

• Verify your order
• Provide delivery updates
• Allow courier to contact you for delivery coordination
• Send important notifications about your order

Will you send me marketing messages?

We only send promotional messages if you've opted in. You can unsubscribe at any time by clicking the unsubscribe link in our emails or contacting us.

❓ Still Have Questions?

Thank you for choosing Royelle – Where Timeless Elegance Meets Exceptional Service