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Help

PRODUCT

How do I choose the size of shoes that fits best?
Half sizes are not available for some shoes. What do I do if I wear half sizes?
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-on?
Which countries are your shoes made in?
Which of your shoes are narrow fit?
Do you have size 13 for Zephyr?
I need an extra pair of insoles. What do I do?

ORDER

I didn’t receive your confirmation email. Did you receive my order?
Where do I enter the coupon code / Gift Card?

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 customs charge or duty?

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 the 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.

Half sizes are not available for some shoes. What do I do if I wear half sizes?
ANS: You can insert a pair of thin insoles 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 offer 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 stock availability. You may also click on the "Email me when available" button to opt in. We'll let you know by email when we restock your size.

How do I clean up the stain on Icon Washed canvas slip on?
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 / Indonesia.

Which of your shoes are narrow fit?
ANS: We have a few styles that run narrow: Cruiser, Baron, Duke, and Zephyr with canvas upper or PU leather upper. If you have wider feet, Icon and Hydra will be most recommended for you.

Do you have size 13 for Zephyr?
ANS: We will have size 13 for Zephyr in Fall, 2017 and when we do, we'll let the world know via our Facebook and newsletter. You may also click on the "Email me when available" button to opt in.  We'll let you know by email when size 13 for Zephyr becomes available.

I need an extra pair of insoles. What do I do?
ANS: When you check out, you'll find a blank space where you could leave a special instruction (see image below). Simply leave a note like "Please send me an extra pair of insoles for men." and you'll receive the insoles with the shipment.

special instruction

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ORDER

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 your bulk mail (Spam mail) folder. Sometimes confirmation email is in bulk mail folder.
  • Search for “Royal Elastics” in your inbox.
  • If you still can’t find the confirmation email, please write to us at customersupport(at)royalelastics.com

Where do I enter the coupon code / Gift Card?
ANS: You should enter the coupon code / Gift Card at the customer information page before the shopping cart page (see image below) and click "Apply". Remember there will be some limits on the use of coupon code, e.g. order value must be over a certain amount or the discount can only be used in a certain collection. On the other hand, there's no limitation for the use of Gift Card. If you have any questions using a coupon code or Gift card, contact 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 specific Asian countries. Click here to read more about shipping.

Where do I track my orders?
ANS: You'll receive a notification email once we ship out your order. Tracking no. can be found in the notification email. If the format of your tracking no.(AWB no.) 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 the format of your tracking no. 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 business days. International delivery may take up to 3 to 14 days by destination. Estimated delivery time is 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 customs charges or duties?
ANS: In most international orders, customs 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 the 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 customs 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 customs duty and VAT. We strongly recommend you check possible customs charges and VAT before making any purchases.

  • Read the customs 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 customs office directly for updated information.

If you choose to not to pay the customs 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 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 and 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 any help.

What is the 3D secure system?
ANS: The 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 a 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 the 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