Can I place my order over the phone?
We are no longer able to accept orders over the phone. For your security, please place your order through the website.
Can I place an item on pre-order?
We do not offer pre-orders on any items. If you are interested in a product that is not available, you can sign up for product alerts to be the first to hear when the product comes into stock. Simply go to the product page, click the red button which reads 'E-mail me when available to purchase' and sign into your account. There will be a confirmation of your alert being saved above the product image. Once the item comes back into stock, you will receive an email letting you know and you will be able to buy the item as long as it remains in stock. We cannot guarantee this item will stay in for a prolonged period of time after the email is sent.
Can I choose a limited edition number?
We do not offer the option to select a limited edition number. If you wish to select a particular number, you can visit one of our stores to see what they have available. We cannot guarantee that your desired number will still be on sale.
What happens when I place an order?
Once you have completed your details, submitted payment and your order is successfully placed, you should receive an email confirmation of the order. This email includes your invoice number and order number (starting with 1000) that you will be able to use to track your order status and quote when speaking to our Customer Service team. If you cannot see this email in your inbox after an hour and it is not in your Junk folder, please contact our Customer Service team who will be able to provide the order number or advise further.
We aim to ship 24-48 hours, or 1-2 working days, after your order has been placed. Our warehouse is open Monday to Friday so if you order on a Friday evening, this estimated time will begin from Monday.
When you order is ready to leave our warehouse, you will receive a second email confirming the shipment of your parcel. This means it is now with your chosen courier and any further tracking information (if provided) will come from them. If you have chosen our tracked shipping option with DHL, you should receive an email from them that includes your DHL tracking number. This will be different from the order number on your email confirmations.
If you have chosen the untracked service through Royal Mail, there will be no tracking information provided. If you have not received your parcel 30 days after your parcel was shipped, you can contact our Customer Service team who will be able to assist you further. If Royal mail have attempted delivery but you were not in, you may receive an email from them with further information on your parcel.
How long will it take for my order to be shipped?
We aim to ship your order 24 – 48 hours after you place the order, Monday to Friday. This timescale does not include UK bank holidays or exceptional circumstances out of our control.
Do you offer next day delivery?
We do not offer next day delivery or named-day delivery options at this time.
Can I combine separate orders into one?
Unfortunately, once an order has been placed, we are no longer able to amend any orders, including combining multiple orders into one.
I need to amend my address or name after I’ve place the order
Unfortunately, once an order has been placed, we are no longer able to amend any orders.
Can I change my courier?
Unfortunately, once an order has been placed, we are no longer able to amend any orders.
Why don’t I have a Royal Mail delivery option?
Some of our items can only be shipped through DHL. This is due to weight and dimension restrictions through Royal Mail. Parcels over a weight of 2kg including packaging will be limited to DHL only. Individual items over a value of £100 or a combined total order value of £150 are required to be shipped via DHL. This is because your order can then be tracked via the DHL tracking service.
Where’s my tracking number?
If you have chosen DHL for your shipping, you will receive an email with your tracking number once the parcel has left our warehouse. You can then use this to track your order through the DHL website, which should be linked in the email.
If you have chosen Royal Mail for your shipping option then you will not be able to track your order as this is an untracked service.
Can I return earrings?
For hygeine reasons, we do not accept returns of earrings.
Can I return food?
As long as it is unopened we accept returns of all food items.
Do you offer Click & Collect?
We do not offer click & collect services at any of our stores. We offer two options of delivery when ordering online, standard shipping with Royal Mail or tracked shipping with DHL.
Can I add a gift message?
There is an option to add a gift message to every order. This will be printed out and added to a bespoke Royal Collection gift card and envelope. You can add a gift message from the drop down option on the checkout page. If you were unable to add the message, we are not able to add a message retrospectively.
Do you ship BFPO?
To arrange delivery via British Forces Post Office (BFPO) please telephone Customer Service team on (44) 0845 330 2898 or contact us via this form.