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FAQ

Christmas Notice

Make sure you order before 12PM Tuesday Dec 13 if you want your shoes to arrive on Dec 24 Sydney time. Still, you better order as early as possible as international courier might sometimes experience delays during this time.

*Customers in Europe, Canada and New Zealand are usually charged with custom duty and VAT. Read here for more info.

PRODUCT

How do I choose the size of shoes that fits best?
Some shoes don’t have a half size. What do I do if I really need a half size?
Do you still stock certain styles?
My size is out of stock. Do you have an extra pair?
How do I clean up the stains on Icon Washed canvas slip-ons?
What countries are your shoes made in?

ORDER

Is there a group order discount (for 12 pairs and above)?
I didn’t receive your confirmation email. Did you receive my order?

SHIPPING

Do you do worldwide shipping?
What are the shipping costs?
Where do I track my orders?
How long does the delivery take?
Will there be custom charges or duties? What are the custom charges for UK?

PAYMENT

What currency can I pay in?
What kind of payment do you accept?
I have a failed payment. What do I do?
What is 3D secure system? 

RETURN & EXCHANGE

What is your return policy?
How do I return my shoes? 

MISC.

Do you have any stores in North America or Australia?
I want to do business with Royal Elastics.
I’m looking for sponsorship or collaboration opportunities.

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PRODUCT

How do I choose the size of shoes that fits best?
ANS: You can shop our shoes based on the usual size you always wear. You also want to pay attention to the product description as we usually have a brief explanation on the shoes’ size and fitting. If you are new to Royal Elastics shoes, we recommend you try ICON first as ICON would fit anyone’s feet. Consult this page for size comparison chart and more info.

Some shoes don’t have a half size. What do I do if I really need a half size?
ANS: You can insert a thin insole to your shoes. Usually a thin insole will take up the space of a half size. If you don’t have a thin insole in hand, we’ll be happy to give you one pair for free. Please make a note in the “Special instructions” section when checking out.

Do you still stock certain styles?
ANS: We receive different requests on the old favorites from fans all over the world. And guess what, we've brought back some of your favorites in the Throwback collection. 

My size is out of stock. Do you have an extra pair?
ANS: We might have additional stock for your size. Please email us the link and size of your desired style at customersupport(at)royalelastics.com. We’ll let you know the availability.

How do I clean up the stain on Icon Washed canvas slip-ons?
ANS:
Use a clean and slightly damp mop to remove the stain. Do not try to remove the stain with soap or laundry detergent, as these cleaners may discolor the canvas. After cleaning, canvas shoes should be dried in a shaded place. Never dry canvas shoes under direct sun.

What countries are your shoes made in?
ANS: 
For Cruiser / Medio / King / Gotha / Puppet / Flow / Claudia, they are made in Taiwan.
For those in the Throwback series, they are made in China.
For rest of our collections, they are made in Vietnam.

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ORDER

Is there a group order discount (for 12 pairs and above)?
ANS: Absolutely! Please write to customersupport(at)royalelastics.com for more information.

I didn’t receive your confirmation email. Did you receive my order?
ANS: When you place the order, our system will automatically send out a confirmation email to you. If you did not receive any confirmation email, here is what you can do:

  • Make sure you’ve entered a valid email address.
  • Check you bulk mail (Spam mail) folder. Sometimes confirmation email is in bulk mail folder.
  • Search for “Royal Elastics” in your inbox.
  • If you really can’t find the confirmation email, please write to us at customersupport(at)royalelastics.com

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SHIPPING

Do you do worldwide shipping?
ANS: Yes, we ship to every country in the world from Taiwan.

What are the shipping costs?
ANS: Please see below for shipping fares. We also offer standard delivery for some specific Asian countries.

Where do I track my orders?
ANS: If your tracking no.(AWB no.) format is EE123456789TW, track your order at http://postserv.post.gov.tw/webpost/CSController?cmd=POS4005_1 or the homepage of your local post office.
If your tracking no. format is 1111222333, track your order at http://www.dhl.com

How long does the shipping take?
ANS: We try to ship the order within 2-3 working days (no shipping on weekends and holidays). International delivery may take up to 3 to 14 days by destination. Estimated delivery time as below:

  • Australia and New Zealand: 4 – 5 days
  • USA and Canada: 4 – 5 days
  • Japan, Korea, Hong Kong, Macau, China, Singapore, Malaysia, Indonesia: 3 days
  • Rest of Asia: 4 – 7 days
  • UK, France, Spain, Portugal, Germany, Belgium, Netherlands, Switzerland, Denmark, Finland, Norway, Greek: 4 – 5 days
  • Rest of Europe: 5 – 8 days
  • South America and Africa: 7 – 14 days 

Will there be custom charges or duties?
ANS: In most international orders, custom charges or duties are applied to parcels when reaching the destination country. You may be charged for handling fees and taxes as your order passes through customs. Any charges on a parcel must be paid by the person receiving the parcel.

Royal Elastics has no power over the possible charges and has no knowledge of what the cost would be, as customs policies and import duties vary from country to country.

We strongly recommend that you consult your local custom office for the possible charges so you have an idea before placing any order. Customers in Europe, Canada and New Zealand are usually charged with custom duty and VAT. We strongly recommend you check possible custom charges and VAT before making any purchases.

  • Read the custom regulations here: 
    UK / 
    France / Germany / Canada / New Zealand Japan / Singapore
  • USA: USD800 allowance on duty-free exemption for products imported by mail
  • Australia: for goods that are worth equal to or under AUD1,000, there are no duties, taxes or charges to pay.
  • Note: custom regulation might change or vary by individual situations. Please contact your local custom office directly for updated information.

If you choose to not to pay the custom duty and return the shoes back to us, we will make a refund to you. However, the shipping cost back to our warehouse will be deducted from the refund.

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PAYMENT

What currency can I pay in?
ANS: We only accept US dollar. You may switch to see your familiar currency at the top of every page, but we only accept US dollar in all transactions.

What kind of payment do you accept? 
ANS: We accept credit cards (Visa, Master Card and JCB) and PayPal (Visa, Master Card, and American Express). 

I have a failed payment. What do I do?
ANS: A failed payment may be due to various reasons, one of the major reasons is you did not enter a 3D secure code (See the next FAQ for more information). When you have a failed payment, you can still use another credit card or PayPal to try again. Write to customersupport(at)royalelastics.com if you need our help.

What is 3D secure system?
ANS: 3D secure system is a protocol offering additional protection for your credit card transaction. To make a successful credit card transaction, the card holder needs to register an exclusive 3D secure code from the card issuer and enter the 3D secure code to certify the transaction as to be made by the real card holder. If you don’t have a 3D secure code, you may register one with your card issuer or simply choose to pay with PayPal. For more information on 3D secure system, visit Wikipedia for more info at https://en.wikipedia.org/wiki/3-D_Secure

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RETURN & EXCHANGE

What is your return policy?
ANS: We have a 30-day return policy. If you’re not satisfied with your shoes, you can return the shoes with complete shoe box to us. After we confirm receipt of your returned shoes, we will notify you by email and make the refund within 3 business days. Please note the original and the returning shipping cost will not be refunded.

How do I return my shoes?
ANS: Please return your shoes to following address. Make sure to include your invoice and the complete shoe box (the shoe box must be inside a bigger box).

RETURN ADDRESS:
Royal Elastics
Attn: Returns #(your order number)
2F, No.29, Ln. 583, Ruiguang Rd., Neihu Dist., Taipei 114, Taiwan

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MISC.

Do you have any stores in North America or Australia?
ANS: Currently we don’t have any retail store in North America and Australia, but we’re looking for chances to work with distributors and retailers. Please stay tuned.

I want to do business with Royal Elastics.
ANS: We’d love to hear from you. Please write to customersupport(at)royalelastics.com

I’m looking for sponsorship or collaboration opportunities.
ANS: Please describe your plans and ideas and write to social(at)royalelastics.com