Shipping Policy

Effective Date: November 17, 2025

At Royelle, we are committed to delivering your luxury accessories safely and promptly. This policy outlines our shipping practices across Kenya, Uganda, and Tanzania.

1. Shipping Coverage

2. Delivery Timeframe

Business days exclude weekends and public holidays.

3. Order Processing

3.1 Processing Time

• Orders are processed within 24-48 hours of placement
• Orders placed on weekends/holidays are processed the next business day
• You will receive an order confirmation email/SMS immediately
• A shipment confirmation is sent once your order is dispatched

3.2 Order Verification

Please ensure your phone number is:

• Accurate and active
• Reachable during business hours
• Able to receive SMS notifications

4. Shipping Process

1. Order Confirmed: You receive confirmation via email/SMS
2. Processing: Your order is carefully packed (24-48 hours)
3. Dispatched: Order handed to courier partner + tracking notification sent
4. In Transit: Your order is on its way
5. Out for Delivery: Courier will contact you for delivery arrangement
6. Delivered: Inspect product, pay cash, receive receipt

5. Delivery Requirements

5.1 What You Need

• Valid ID: National ID, passport, or driver's license may be required
• Availability: Someone must be present to receive the order
• Exact cash: Appreciated but not mandatory (change available)
• Phone access: Courier will call before delivery

5.2 Delivery Attempts

• Courier will attempt delivery up to 2 times
• If unsuccessful, the order will be returned to us
• You may be charged for re-delivery
• Please respond to courier calls promptly

6. Tracking Your Order

Once your order is shipped, you will receive:

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

You can also check your order status by emailing RoyelleShop@gmail.com with your order number.

7. Packaging

• Sturdy outer shipping box
• Premium interior packaging
• Protective wrapping for delicate items
• Branded Royelle materials
• Invoice and care instructions included

8. Delivery Inspection

Cash on Delivery Advantage: You have the right to inspect your order before payment.

What to Check:

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

If Anything is Wrong:

You have the right to refuse the delivery if:

• The product is damaged
• Wrong item was delivered
• Package appears tampered with
• Product does not match description

Simply inform the courier, and you will not be charged. We will arrange a replacement or issue a full refund.

9. Failed Deliveries

If you're not available to receive your order:

• The courier will attempt delivery again the next business day
• After 2 failed attempts, the package returns to our warehouse
• You may be charged for re-delivery after the 2nd attempt
• Please ensure someone is available during delivery hours

10. Address Changes

To change your delivery address:

• Contact us immediately at RoyelleShop@gmail.com
• Address changes are only possible before dispatch
• Once shipped, addresses cannot be changed
• Provide your order number and new address details

11. Delays

While we strive for timely delivery, delays may occur due to:

• Weather conditions
• Public holidays
• Customs clearance (for cross-border shipments)
• Remote location challenges
• High order volumes during peak seasons

We will keep you informed of any significant delays via email or SMS.

12. Lost or Damaged Shipments

If your package is lost or damaged in transit:

• Contact us immediately at RoyelleShop@gmail.com
• We will investigate with our courier partner
• A replacement will be sent or full refund issued
• No additional cost to you

13. International Shipping

Currently, we only ship within Kenya, Uganda, and Tanzania. We do not offer international shipping outside East Africa at this time.

14. Delivery Hours

Our courier partners typically deliver:

• Monday - Friday: 9:00 AM - 6:00 PM
• Saturday: 9:00 AM - 2:00 PM
• Sunday & Public Holidays: No deliveries

Exact delivery times may vary by location and courier availability.

15. Bulk Orders

For orders of 5+ items or corporate purchases:

• Please contact us at RoyelleShop@gmail.com
• Special arrangements may apply
• Delivery time may be extended
• Volume discounts available

16. Contact Us

Thank you for choosing Royelle. We look forward to delivering luxury to your doorstep!