Help Center

Frequently Asked Questions

Order Guide

I have placed an order and confirmed the payment, what should I do next?

Once your order has been verified, we’ll take care of everything for you. All you have to do is wait for your package to be delivered. You can check the Delivery Tab for more info regarding the delivery of your order.

I don't have an account, can I still order?

Yes, you may order and checkout as guest, however, we encourage customers to create an account during the checkout page to get better shopping experience when you decide to buy from us again.

Will I receive a confirmation after placing an order?

An order confirmation with the order summary will be sent to your email address right after you have placed an order. More notification emails will be sent to your email regarding the status of your order.

The confirmation email will also contain payment instructions (For offline payments).

How do I follow up my order?

You can reply to the order confirmation e-mail so that we can immediately check your order.

If you couldn’t find the order confirmation e-mail, simply e-mail us at contact@royaleph.com with the name you provided when you placed an order.

Payments

What are the available payment methods?

PayPal – You can pay using your credit or debit card (Mastercard, Visa, Discover, AMEX) or just use your PayPal account for faster transaction.

Money Transfer – Don’t have credit card or PayPal account? You can send your payment thru LBC, Cebuana or Western Union. Full instructions on how to proceed with the payment will be e-mailed to you when you place your order. *Available only for payments from the Philippines

Bank Deposit – You can also pay at any BDO and BPI branch or by using online and mobile bank transfers. Full instructions on how to proceed with the payment will be e-mailed to you when you place your order. *Available only for payments from the Philippines

Is it safe to transact with my credit card?

Absolutely! All credit card payments are processed by PayPal — the world’s leading digital payment processing company. Your card information will never be stored in our servers.

What is Paypal: https://www.paypal.com/ph/webapps/mpp/about

I don’t have a PayPal account! Can I still pay via credit card?
Yes, PayPal account is not required to pay with your credit card. You can still use PayPal and Checkout as guest instead.
How do I know if my payment transaction is successful?

You will receive an email notification if the payment is successful.

You may also check the order status by clicking the View Order button in your account dashboard. If it’s already in “Processing” status, the payment has already been verified and the order is already being prepared for shipping.

Do you offer cash on delivery (COD)?

We currently do not offer Cash on Delivery. We are trying our best to include this payment method in the near future.

If you want to suggest a payment method, you may contact us directly and we’ll try our best to add it to our current available payment methods.

Which credit cards are accepted for payment?

We accept all major credit cards (VISA, Mastercard, Discover, American Express).

Shipping

What are the delivery charges for orders from the online shop?

Local Shipping:The shipping fee for all orders within the Philippines is fixed at ₱135.00. If you order at least ₱1,250 worth of products, shipping is FREE of charge.

International Shipping: For orders outside the Philippines, international shipping fee will apply. The cost will be based on the total weight of the items and the shipping location.

Do you ship to my country?

We do ship to 200+ countries worldwide. To know whether your country is available for international shipping, you should be able to find your country on the Checkout page when you enter your address.

How do I calculate the shipping cost?

Shipping cost is automatically calculated as you enter your shipping address in the Checkout page. It will vary depending on your area and total volumetric weight of your order.

What courier do you use for shipping?

Most orders are shipped via LBC (Philippines) and DHL(International). However, we are open to using other couriers by special request of customers. In those cases, shipping fee may change and other costs may apply.

Delivery

When can I expect the delivery?

We use all reasonable efforts to dispatch orders within 2 working days after payment confirmation.

Most orders are delivered within:
1-3 working days (Metro Manila Area)
2-4 working days (Other areas in the Philippines)
3-8 working days (Outside the Philippines)

You will receive an email notification if the shipping will be delayed (holidays, payment processing issues, bad weather, etc.)

How do I track my order?

As soon as the tracking details get synced into the system, the full tracking details of your order will be sent via E-mail. It will also contain a clickable link that will redirect you to a page where you can see the full status of the shipment (provided by the courier).

Can you deliver the items to my office?

Yes. Your order may be delivered anywhere as long as you specify the shipping address before placing your order. If you didn’t specify a shipping address, the items will be delivered to the address of the customer (billing address).

What is Your Refund Policy

All orders are considered final when the payment is received. We only do refund on the following cases:

1. Wrong products are delivered to you. You may choose to return the products to us and refund the order. Products should be in its original purchase condition and must be unused.
2. We failed to hand the products to the courier due to our unreasonable neglect.
3. The products are out of stock.
4. The items cannot be shipped to your country.
5. You request to cancel the order due to a mistake — within 60 minutes after placing it. It is your responsibility to double check your order before placing it, and to check the confirmation e-mail to ensure that you have ordered the correct items.

All refunds will be primarily done with the payment method used to send the payment. If not possible, due to unavoidable reasons, the seller and the customer may decide which payment method will the refund money be transferred.

*Orders that are seized by your local customs cannot be refunded. Kindly read the Terms and Conditions for international orders.

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