info@royalcraft.co.uk

0800 014 6214

FAQ – Frequently Asked Questions

Ordering

What email communications will I receive after placing my order?

Once you have completed your order you will receive the following communications:
Order Confirmation email – to confirm that your order has been received and payment has been received.

Dispatched email – to confirm that your order has been dispatched.

Important note: Some email accounts will send any emails that are sent from addresses that are not recognised straight into your junk mail, so make sure you add info@royalcraft.co.uk to your contacts list so that we can get in touch with you.

How many items can I place in one order?

Multiple items can be placed on one order, with one delivery charge.

Can I make a bid for an item?

No, all items are ‘Buy it Now’ priced. 

Can I change my order?

No, once you have submitted your order we are unable to amend it. 

Can I change my delivery address?

No, you can only change your delivery address at the time you are placing your order. Once you have submitted your order we are unable to amend the address. 

Can I cancel my order?

No you can’t cancel your order. Once you have received your item, you will have to return the unwanted item(s) in accordance with our returns policy. Please see ‘returns and refunds’ section. 

Do you have a showroom to view the products before placing the order?

We have a showroom in Oldbury, West Midlands, where we have a selection of products available to view. If you would like to come and visit our showroom, please pre-book an appointment by calling 0800 0146 214.
Our showroom is open Monday – Friday, 9am till 4pm.

Product Information

Do you sell replacement cushion covers?

We have a very limited stock of replacement cushion and covers. We would recommend emailing our Customer Service team on info@royalcraft.co.uk or phoning on 0800 0146 214 with your item code, to check stock availability. 

Do you sell replacement canopies for gazebos?

Unfortunately, we do not sell the canopy and frame separately. We only sell the the complete set with both the frame and the canopy. 

Do you sell replacement glass for my table?

Unfortunately, we do not sell replacement glass for tables. If you require a quote for a complete table replacement please contact info@royalcraft.co.uk or 0800 0146 214 to check stock availability. Alternatively, we would recommend contacting a local glazier for replacement glass.

Do the tables have a parasol hole?

All tables come with a parasol hole where stated.

What is Weather Shield Fabric?

Weather Shield fabric is state of the art fabric that is shower resistant and stain resistant. During a rain shower the Weather Shield fabric allows the water to bead on the surface, which you can simply shake off. During heavy or persistent rain, water may ingress slightly through the sewing seams.Simply unzip the cover, remove the filling shaking out any water drops, before reinserting the filling into the cover for continued use. Drying time will vary depending on local weather conditions.

Are the cushion covers machine washable?

We do not recommend machine washing your cushion covers. We recommend sponge cleaning them only. All care instructions are on the cushion covers. 

Do the sets come with a furniture cover?

Not unless specified. All sets that have a furniture cover included specify in the item description. 

Payment

How do I pay?

We accept Visa, Visa Debit, Visa Electron, Mastercard, Maestro, Apple pay, Google pay and PayPal.

When will I be charged?

Payment will be charged to your account immediately. 

Will I receive confirmation of my order?

Yes, you will receive an email confirming your purchase, which will provide full details of your order and payment method. 

Delivery

How much does delivery cost?

Standard delivery is currently FREE on all orders delivered within the mainland UK, Exclusions apply. See our ‘Delivery’ section. 

Where do you deliver?

We deliver to any address in the UK mainland. Terms and conditions apply. We do not ship to Scottish Highlands, Islands and Northern Ireland. Please contact us on info@royalcraft.co.uk for more information. 

Are there any UK address where delivery might take longer?

Yes, there are certain location including, Highlands, Islands and remote areas may take longer to deliver your order or might incur delivery fees.  
Postcodes include: IV, KW, PA, PH, AB, IM, TR21-25, GY, JE, HS, ZE, PA70-75, PA60-69, KW15-17, PH42-44, KA27-28, PA38-49 and all BT postcodes. 

How will my order be delivered?

Deliveries are made by our courier service. A curb side delivery means the goods will be delivered to the point closest to your front door that is accessible by the truck carrying the goods, in most instances this will be the end of your driveway. This service does not include set up or assembly of items or removal of packaging materials. Please inform us of any delivery restrictions as we may be unable to deliver if you live down a road or driveway that the delivery truck cannot access without causing damage to the truck.

When will my order be delivered?

Delivery takes up to 2-5 working days after payment has cleared. Deliveries are made Monday to Friday 8am to 6pm excluding public holidays. 

Can I track my order?

Yes, our courier service will provide details when your order is confirmed if applicable.

Do you deliver to PO Box Addresses?

Unfortunately we cannot currently deliver to PO Box addresses.

What will happen if I am out when you deliver?

If you are not available to accept delivery, the courier will leave a card to advise that delivery has been attempted. To re-arrange delivery, please follow the instructions on the card.

The product I ordered has arrived faulty / damaged, what should I do?

If the product you have ordered has arrived faulty or damaged then you will need to contact us to arrange collection and your account will be refunded in full upon arrival back to us and the unit assessed. 

I have been delivered the wrong product, what should I do?

We apologise for the inconvenience if we have delivered an incorrect item. Please follow the returns procedure below. Your account will be refunded in full upon arrival back to us.

Can I collect my order?

Unfortunately, we cannot facilitate a pre-arranged collection at the moment. We apologise for any inconvenience this may cause. 

We are however looking at launching a click and collect service soon and will update the website accordingly when we do. 

What happens if part of my order is missing when it arrives?

Any missing item of an order needs to reported to info@royalcraft.co.uk or on 0800 014 6214 within 72 hours of receipt of delivery.

We will then investigate this and offer the best possible solution.

Returns & Refunds

What is your refund policy?

Under the Consumer Protection (distance selling) regulations, you have up to 7 working days after you have received your delivery to cancel your order in writing. Further details of which are available from your local Trading Standards Department or Citizens Advice Bureau. 
 
At Royalcraft.co.uk we want you to be delighted with every purchase you make. However it is important that you retain proof of purchase. If you change your mind, simply contact us within 14 days of purchase and we will refund your account. 
 
Items can only be returned within the terms of our returns policy providing they are in original condition (including the packaging).
 
At present we do not have an exchange system in place for returns.
 
With the exception of faulty goods, if you return your purchase after the 14 day period we reserve the right to not offer you a refund in full. We will instead return your original purchase to you and prior to sending it out, you will be charged the delivery fee, admin fee and any duties and taxes that are applicable to the product purchased and the location to which your returns will be delivered. Your statutory rights are not affected.

How do I return an item?

Contact us to arrange collection (on info@royalcraft.co.uk or on 0800 0146 214) and then return the Delivery Note with your products in the original undamaged packaging. You have a statutory duty to take reasonable care of our goods whilst they are in your possession and all goods must be returned to us in the original condition (including the packaging).

When will i recieve my refund?

We aim to process all refunds to your account as soon as the goods are received back into our warehouse and have been assessed. 

What happens if the item I have ordered is out of stock?

In the very rare event that we are unable to supply an item you have paid for, we will contact you by email to cancel the order and provide a full refund immediately to your account.

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