Why COVID-19 may cause delivery delays
At A.Royale & Co, the safety and wellbeing of our employees and customers is our utmost priority. This means all of our business hubs, including our NSW warehouse where orders are prepared & shipped from, adhere to the latest COVID-19 Public Health Orders and manage risks to staff and other people in accordance with Work Health and Safety laws.
Following the same safety procedures, some of our customers might experience longer than usual delivery times. Delivery delays can be caused by many factors, including the challenges of COVID-19. We’re doing everything we can to keep things moving while keeping you and our staff COVID safe.
Some delays are beyond our control, but we’re working with our partners to ship your packages quickly and safely.
We are committed to taking action around the following COVID Safe guidelines:
- The wellbeing of staff and customers: providing information to staff on how to stay COVID Safe, including when to get tested, physical distancing, cleaning, using leave entitlements, and remaining off-site when unwell.
- Physical distancing: monitoring and managing the number of workers in all areas, maintaining 1.5 physical distancing at all times, and contactless delivery.
- Hygiene and cleaning: ensuring hand sanitiser is located at key points on-site, regular cleaning of high touch areas, and even updating how we shoot product images so that models and our studio teams can continue to wear masks on set.
- Record keeping: completing health declaration forms and temperature checks every day, defining a response plan to cooperate with NSW Health in the event of a positive case.
DELIVERY CHARGES
There is a flat rate delivery charge of $10 for all orders placed for delivery in Australia. For orders outside of Australia please contact us prior to placing an order on sales@royale.com.au
Orders over $99 are qualify for free shipping within Australia.
Please note at this stage due to security purposes, we can not ship to PO Box addresses. A signature is required on all orders.
DELIVERY TIMES
Standard processing time is 2-3 days.
Timing of delivery is subject to payment authorisation and stock availability.
We do not dispatch or deliver at weekends or public holidays.
Orders will be despatched by Couriers Please.
2 – 4 business days for delivery to: NSW, VIC, ACT
4 – 7 business days for delivery to: SA, WA, NT, QLD, TAS
If no one is present when Couriers Please attempts delivery, they will leave a calling card and make the consignment available for collection from the closest depot.
In cases where we are unable to deliver all the products within your order at the same time, or where there are multiple boxes within your consignment, you will only be charged once for delivery.
* WAREHOUSE CLOSURE: Orders placed between 12pm 16th Dec 2021 - 3rd Jan 2022 (AEDT) will be processed and dispatched on/after 4th Jan 2022.
*Please note: Rain or Shine cannot be held responsible for late or failed deliveries for reasons outside of its control e.g. in the cases of adverse weather conditions.
DELIVERY CONFIRMATION AND CONTACT DETAILS
Tracking details for your order will be included in your order confirmation email.
Consignment tracking and delivery signatures (Proof of Delivery or POD) are available from Couriers Please parcel tracking website https://www.couriersplease.com.au or via their customer call centre 1300 361 000
Alternatively, you can contact us:
– via email to sales@royale.com.au
– via our Contact Us form
Do you have a question?
Put your mind at ease with answers to some of your burning questions. If you cannot find the answer you are looking for, get in touch with us – we would love to help!
What is the best way to ask questions and speak with Customer Service?
You can get in touch with us via sales@royale.com.au our Contact Us page.
How do I know you’ve received my order?
When you confirm your order you should receive a confirmation email to the email address you supplied with your order (it may be an idea to check your spam/junk folder). If you didn’t receive this email for some reason you can get in touch with us via sales@royale.com.au or our Contact Us page.
What happens if my payment is declined?
If your payment is unsuccessful for any reason, you’ll see a declined message displayed on the final checkout page. We suggest that you return to the checkout page to make sure all the details you entered are correct before trying to re-submit your order. You’ll be able to update your payment options with a different method if necessary.
If you continue to have problems, you can always contact us via sales@royale.com.au
Oh dear, I just ordered the wrong thing! Can I cancel my order once I’ve received confirmation?
It’s best to get in touch with our customer service team right away via sales@royale.com.au or our Contact Us page. If the order is yet to be dispatched, we’ll do what we can to make sure you get the products you want. Unfortunately if we’ve already sent the order, you will need to post it back to us, but we’re more than happy to refund the cost of the product provided it’s undamaged and resalable. Note the cost of postage is covered by the customer.
What do you do with all the details I supply about myself?
Your privacy is something we take very seriously. You can check our Privacy Policy here. If you have any further questions about our policy, just get in touch with us via sales@royale.com.au or our Contact Us page.
Do you gift wrap orders?
We don’t currently offer a gift wrapping service but it’s on it’s way.
How do I know my order has been dispatched and how do I track my parcel?
You will receive a confirmation email with a tracking number to check your delivery status at any time
What happens if I miss my delivery?
Our Courier Service (Couriers Please) will redeliver to the original address: We’ll happily re-deliver your parcel to the original address free of charge. You can do this on the Couriers Please Redelivery Request page.
Redirect to a new address: your parcel to be delivered to a new address for $12.50*. You can do this on the Redelivery Request page.
Depot pick up: You’re able to pick up your parcel directly from the depot, just make sure to contact us before you arrive to make sure your parcel’s there.
Couriers Please also have an extensive rang of pickup and drop off locations through our delivery partner Hubbed.
If the order has not yet been dispatched, we will do everything we can do change your delivery address. Please get in touch with our customer service team sales@royale.com.au
Can I get international delivery?
We do not currently offer international delivery. Please contact us directly if you would like to place an order.
Why can’t I order next day delivery to my location?
All Orders are despatched using Couriers Please Delivery Service which is not a guaranteed next day service, however most capital cities and metro areas will generally deliver within 24-48hrs after dispatch.
Delivery times are:
2 – 4 business days for delivery to: NSW, VIC, ACT
4 – 7 business days for delivery to: SA, WA, NT, QLD, TAS
What happens if my orders arrive damaged or I received the wrong product?
No need to worry. Just get in touch with our customer service team via sales@royale.com.au and we’ll arrange for a replacement to be sent out to you as soon as possible. We will need images of the damaged product.
What happens if I don’t want my product or have changed my mind?
We want our customers to always be happy with their purchase. If you change your mind, simply contact us via sales@royale.com.au and when we receive your products in a saleable condition will refund or exchange to the purchase price of the product. Note that the cost of postage is the customer’s responsibility.
