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Please see below for Frequently Asked Questions. If your query is not listed below, please be advised that we endeavour to respond to your query within 2-3 working days. Thank you for your patience.
Order Queries
As outlined in our terms and conditions we are unable to cancel or amend orders once placed. Please see our terms and conditions.
Please see our delivery page for guidance regarding delivery times. Please be advised as stated there that due to the high volume of orders there may be a slight delay to the dispatch of your order. You will receive an automated email when your order is processed.
Please contact our Customer Service team using the form below:
FREQUENTLY ASKED QUESTIONS
- Online Purchases
- In Store
HOW CAN I TRACK MY ORDER?- Once your order is dispatched from our warehouse, you will automatically receive an email with your tracking number. Please note that tracking is only available for orders wherein the DHL shipping option was selected.
- HOW DO I KNOW THAT I HAVE SUCCESSFULLY PLACED AN ORDER?
- We will send you an email to acknowledge that we have received your order. If you are logged into your customer account when placing your order, it will be visible in the 'Order History' section of your account.
Please see our Terms & Conditions here for further information on how to place an order online.
- DO YOU SHIP INTERNATIONALLY?
- Yes, we do ship internationally. For more information about our various shipping options, please visit the delivery page of our website here.
- ARE THERE ANY INTERNATIONAL DELIVERY RESTRICTIONS?
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Shipping restrictions are outlined on the individual product page.
- We are unable to ship alcohol (including hand sanitiser) outside of the UK, Germany, Australia and New Zealand.
- We are unable to ship wicker hampers to Australia due to import controls.
- We are unable to ship honey outside of the UK.
If you are unable to proceed to payment, it may be due to the shipping restrictions. Please check that you do not have any of the above items in your basket.
- WILL I NEED TO PAY IMPORT TAXES OR DUTIES?
- International deliveries may be subject to customs charges. For items to be exported, the carriage charge covers packaging and delivery only. When ordering products for delivery overseas, you will be subject to import duties and taxes that are levied once the package reaches its destination country. If there are additional charges for customs clearance, these costs must be borne by you, we have no control over these charges and cannot predict what these may be. Customs policies vary widely from country to country, so you should contact your local customs office for further information. Please note that when ordering from our online shop, you are considered the importer of goods and must comply with all laws and regulations of the destination country of your order.
- HOW LONG DOES DELIVERY TAKE?
- Customs may inspect goods prior to delivery, which may cause delays. Please provide a valid recipient telephone number to avoid any further delays. This number may be required by local customs and delivery agents.
- DO YOU OFFER GIFT WRAPPING?
- We do not offer a gift wrapping service, but you can add a gift message to your order on the shopping basket page at checkout. By adding a gift message, the prices will automatically be removed from the order invoice.
- CAN I VIEW PRICES IN ANY OTHER CURRENCIES?
- As conversion rates are calculated by individual banks and card issuers, we cannot advise on the prices of our products in any other currency and are therefore only able to display prices in GBP.
- HOW DO I ORDER A PRINT?
- Images from the Royal Collection can be ordered through the Royal Collection Trust Picture Library. Further details of this process, including a copy of the order form, can be found at the following page on the Royal Collection Trust website here.
- DO YOU OFFER CLICK AND COLLECT?
- We do not offer a click and collect service.
- HOW DO I RETURN AN ITEM FOR A REFUND?
- If you wish to return an item, please visit our Returns page here.
- HOW DO I CANCEL AN ORDER?
- Once payment has been processed orders cannot be stopped. In order to cancel your order you will be required to return your parcel within 28 days.
Please see our Terms & Conditions here for further information on your cancellation rights.
- HOW CAN I VISIT THE ROYAL PALACES AND GALLERIES?
- Royal Collection Trust looks after the Royal Collection, one of the most important art collections in the world, and manages the public opening of the official residences of His Majesty The King. Visit the Royal Collection Trust website here for more information about planning your visit, booking tickets and upcoming exhibitions.
- WHAT ARE YOUR OPENING HOURS?
- Visit our Store Locator page for shop information including opening hours.
- DO YOU HAVE DISABLED ACCESS?
- Our shops are easily accessible to wheelchair users via any of the front doors.