Frequently Asked Questions

Click on a question below to jump to the answer.

• Can I speak to a member of your team?
• Can I place an order over the telephone?
• How do I navigate around the online store
• How do I pay?
• What is 3D secure?
• What currency will I be billed in?
• What happens if I forget my password?
• Can I change my shipping address?
• How long will my order take to be delivered?
• Can I track the status of my order?
• What happens if my package is damaged on arrival?
• What happens if my item is faulty?
• What is your returns policy?
• How long does it take for refunds to be processed?
• How can I register a complaint?

Can I speak to a member of your team?

If you require any assistance, please e-mail us at shop@royalcollection.org.uk.  We will endeavour to reply within one to two working days. Alternatively, please telephone +44 (0)845 330 2898. Our opening hours are 09:30 - 17:30 GMT, Monday to Friday.

For further contact information, please visit our Contact Us page.

Can I place an order over the telephone?

Should you find that the item you wish to purchase is not available online or you would rather place your order over the telephone, please telephone our Mail Order team +44 (0)845 330 2898. Our opening hours are 09:30 - 17:30 GMT, Monday to Friday.

How do I navigate around the online store?

• We have developed several ways to navigate around our website

You can click on a category, such as Chinaware 
• You can use the Search box by typing in a description of the item you wish to find, such as tankard
• You can use our gift suggestions which you will find under Gifts & Souvenirs
• Or you can look under Themes to see all items within a particular category, such as Coat of Arms or Royal Wedding. The products found under Themes will also appear, where appropriate, when you are searching by category.

You can adjust the arrangement of the products found in your search and the number of items you view at one time by using the Sort by and View tabs. When you click on an item you like, a more detailed product page will open.  You can then use the zoom facility to see the item more closely.

How do I pay?

You can pay using one of the following: Visa, MasterCard, Delta, Maestro, or Visa Electron

Unfortunately we do not accept Amex or Diners Club cards.

What is 3D secure?

3D Secure (3DS) is the technical standard developed by Visa and MasterCard to combat online credit card fraud. Cardholders who have registered for Verify by Visa® or MasterCard SecureCode® use their password to validate their identity whenever they make a purchase on our website.
We do not have access to your 3D Secure password.

What currency will I be billed in?

The Royal Collection Shop website uses GBP for all transactions. The cardholder’s bank or card issuer will decide the exchange rate to charge the customer in their local currency.

What happens if I forget my password?

If you have forgotten your password you can request a new password to be sent to your registered email address.   Once you have successfully logged in, you should immediately change your password to something you can easily remember.

Can I change my shipping address?

If wish to change the shipping address, please contact us and we will endeavour to fulfil your request. If the package has not been shipped, we will endeavor to change the shipping address for you. If the order has been shipped we are unable to change the shipping address.

How long will my order take to be delivered?

Click here to view our delivery times.

Can I track the status of my order?

You can track the status of your order by logging in to your account and viewing your Recent Orders.

If you have chosen Express Delivery you can track your item after dispatch at www.parcelforce.com using the tracking number you will have been sent by us.

What happens if my package is damaged on arrival?

If your package is damaged on arrival, please open the parcel to check the condition of your items. All items are packed very carefully, so the goods inside should have remained in tact.  If the goods have been damaged in transit, please telephone Customer Services  +44 (0) 845 330 2898 or e-mail shop@royalcollection.org.uk for assistance.

What happens if my item is faulty?

We will be pleased to refund the full cost of the goods when an item is found to be defective.  Please telephone Customer Services +44 (0) 845 330 2898 or e-mail shop@royalcollection.org.uk for assistance.

What is your returns policy?

Our returns policy can be found on our Delivery and returns page.

How long does it take for refunds to be processed?

We aim to process refunds within two working days from the date of our receipt of the returned item.

How can I register a complaint?

Should you be unhappy with any aspect of our service or website please telephone Customer Services +44 (0) 845 330 2898 or e-mail shop@royalcollection.org.uk

You can also write to us at:  

Customer Services
Royal Collection Enterprises
Stable Yard House
St James’s Palace
London
SW1A 1JR
United Kingdom