FAQS

 

What payment methods do Royle Eleven accept? 


Our checkout is managed by Shopify Payments which is powered by Stripe, the World’s leading online payment gateways.


Can I cancel or modify my order? 


If you wish to cancel your order, please send an email to sales@royleeleven.com as soon as possible. We will make every effort to accommodate your request. However, once an order has been submitted, we cannot guarantee that the purchase can be cancelled.


If you have made a mistake with your address when placing your order, please contact 07957525303 immediately so we can try to rectify your details. Please quote your order number in the email subject line to speed the process up.


How do I track my order? 


An email will be sent confirming your order has left our warehouse, your tracking information will also be included in this email.


You can track your order by entering the tracking information you have received from your confirmation email via http://www.dhl.co.uk/en/express/tracking.html if sent with DHL. Or https://track.dpd.co.uk.


What do I do if there is a missing item in my order? 


An order form is included in every parcel sent from our distribution centre, please check the order form to ensure there are no items missing from the list.



If an item you have ordered is missing from the packing list, this will likely have been removed due to it being out of stock. You will be notified by email should an item you've purchased is out of stock. If you haven't received an email notification about any changes to your order, but you're still missing an item, please contact us immediately with the following information:


- Order Number

- Missing Item(s)


Our support team will investigate the matter and will resolve the issue for you as quickly as possible.


What do I do if my order hasn’t arrived on time? 


Please check the following before contacting our customer service team:



  • Check you have received an email confirming your order has been dispatched.

  • 
Check the tracking information that is included in your dispatch confirmation email using the relevant link.

  • 
Check for emails, phone calls and attempted delivery cards from one of couriers, it may be that your parcel is being held at your local depot awaiting collection or redelivery.

  • 
Check nobody at your address has taken the delivery on your behalf.


  • Although our couriers should not leave your parcel with a neighbour it's always worth checking with your neighbour just in case.

  • 
Please contact DHL and sales@royleeleven.com and we’ll do our best to resolve the issue as quickly as possible.


How do I return your items? 


  • Please fill out your returns form which is provided within your order and follow any of the instructions below which suites you best.
  • There is also a link on the returns page of the website which you can find here (http://royleeleven.returnscenter.com)
  • You can send the return parcel back on any service, we recommend that you use a tracked service as you have 14 days to return the order for a refund. Royle Eleven is not liable to cover shipping costs for returns unless the product is faulty / incorrect. 

  • Please note we do not offer free returns on any sale, discounted items.

How much will I be charged for returning items? 


  • Royle Eleven doesn’t cover the cost of returning the items so please check with your delivery service.  

Can I return a sales item? 


  • Items purchased during a sale period are eligible for exchange and store credit only. Store credit will be issued via email corresponding to your order. If a refund has been requested, we will automatically issue a store credit code.


Where do I send my return items too? 


  • RETURNS ADDRESS

Unit 50 Millmead Business

Centre

Millmead Road

Tottenham

United Kingdom

N17 9QU


I have returned my items, what happens now? 


  • Refunds will take up to 10 working days to go into the account you paid with via the original payment method.
  • Exchanges will take up to 5 working days to be received, we cannot guarantee size availability. If your exchange is not in stock you will be refunded, this will take up to 10 working days to go into the account you paid with via the original payment.
  • Once you have received your store credit code proceed to the checkout as type your store credit into the discount box and this will be deducted from the total amount. Once given a store credit code it does not have a time limit, however they cannot be used during sale periods.

I emailed customer service, how long will it take them to respond? 


  • Due to high volumes of inquiries, it can take our customer service representatives up to 48 hours to respond. Sending multiple emails only delays yours and other people’s inquiries, please only email once.