At Royalcraft Ltd, we’re committed to ensuring you’re happy with your purchase. Below you'll find clear information on how to cancel an order, return a product, or request support for damaged or missing parts, or enquire about a delivery.

Delivery Information

Due to the nature and size of our products, we work with a range of trusted courier partners, including both 1-man and 2-man delivery service.

Delivery Timeframes:

  • Small items: 3–5 working days
  • Large items (2-man delivery): 5–7 working days
    Please allow extra time during bank holidays.

2-Man Delivery Process:

For larger items requiring 2-man delivery, our courier will contact you via SMS or email within 48 working hours of placing your order (and no later than 2 hours before dispatch). You’ll be able to arrange a suitable delivery date directly with them.

Important: Please ensure someone is available to accept the delivery on the agreed date. Missed deliveries due to no one being present may result in additional redelivery charges.

Shipping Charges:

We offer free standard delivery on all products. However, if a confirmed delivery date is missed due to the customer not being available, a redelivery fee may apply.

Cancellations & Product Support

 Cancelling Your Order

Because of our fast dispatch process, cancellations must be made on the same day the order is placed.

  • If the cancellation is received after dispatch, it may be too late to stop delivery.
  • In this case, you will need to return the item under our 30-day returns policy (outlined below).
  • Return postage costs will be covered by the customer.

Refused Deliveries:
If a delivery is refused at the door, a return postage fee of £10–£150 (depending on product size and courier costs) will be deducted from your refund.

28-Day Returns – Unwanted (Non-Faulty) Items

To be eligible for a return, items must be sent back to us within 28 days of receipt, in unused condition, and in their original packaging.

In accordance with Distance Selling Regulations, you must notify us within 14 days of receiving your order if you wish to cancel your entire order and return the items for a refund.

To process your return, please include:

  • Order ID/Number
  • Date of Purchase
  • Reason for Return

Return Address:
Royalcraft Ltd
Mir House, Taylors Lane, Oldbury, B69 2BN

Important Notes:

  • Please handle the item and its packaging with care until you decide to keep it.
  • Items must be returned in re-saleable condition, ideally in original packaging.
  • Any damage to the item or its packaging may reduce your refund amount.

This policy does not affect your statutory rights.

 Item Not as Described

If your product doesn't match the description or images on our website, please contact us within 7 days of delivery at:

 info@royalcraft.co.uk

To assist with your case:

  • Keep the original packaging for at least 30 days
  • Do not open or assemble the item until the issue has been assessed

We’ll work with you to understand the issue and agree on a solution, which may include a replacement, return, or refund.

 Missing or Damaged Parts

Please check all parts before assembling your product.

If any parts are missing or damaged, stop assembly and email us at info@royalcraft.co.uk with:

  • Product name or code
  • Part number (if available)
  • Description of the issue (missing or damaged)

We hold spare parts for many of our products. If available, we’ll send a replacement part. If not, we may offer a product swap or full refund.

 

 Returns We Cannot Accept

To ensure fair processing of returns, please note that we are unable to accept returns in the following situations:

  • If proof of purchase (e.g. original sales receipt with purchase date) cannot be provided
  • Items showing obvious signs of use, such as:
  • Washed or used cushions
  • Used furniture covers
  • Products with non-replaceable LED bulbs
  • General wear, damage, marks, or scratches
  • Evidence of misuse, abuse, or use in non-domestic environments
  • Products that have not been maintained in line with care instructions
  • Any case of deliberate damage, neglect, or failure to care for the item
  • Items that have been altered or repaired without prior written consent from Royalcraft
  • Returns made more than 14 days after informing us of your intention to cancel the order
  • Gift cards

Return Shipping Costs

Customers are responsible for the cost of returning items to us unless the item is faulty, damaged, or incorrectly sent.

If you believe your item falls into one of these categories, please contact our customer service team via email before returning it.

In cases where we arrange a collection on your behalf, your refund will be processed minus the cost of the collection.

 

Need Help?

Our customer service team is here to help with any concerns.

📧 Email: info@royalcraft.co.uk