FAQ – ROYAL ELASTICS

You can shop our shoes based on the usual size you always wear. You may 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.

We are sorry that we ran out of your size! Here are a few tips of what you can do:

-If the shoe model you like has a half-size bigger than your regular size available, you may purchase it and insert a thin insole into them. Usually a thin insole will take up the space of half a size. We do offer free insoles and we would be happy to add one in your order! To make the request, please make a note in the note section when checking out.

-We might have additional stock for your size. Please email us the link and size of your desired style to customersupport@royalelastics.com. We’ll let you know the availability.

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 the bulk mail folder.

‧Search for “Royal Elastics” in your inbox.

We apologize if you experienced any troubles during the checkout process. A failed payment may be due to various reasons, one of the major reasons is you did not enter a 3D secure code. If you encounter this problem, we suggest you to:
‧No need to cancel the failed order. We will not proceed with failed order.
‧Place a new order and pay with another credit card or PayPal instead. Usually PayPal works better. If you don't have a PayPal account, you may use the Guest option.

We believe in getting gear to you at no additional cost. For all orders over USD $100 we will ship to you for free via express delivery.

*Please be aware that this policy will not apply to remote countries. shipping costs may apply, The shipping fee will be calculated based on the country and will be displayed at the Payment. Page. For details please refer to our shipping & returns policy.

We ship the orders within 2 - 4 business days (depending on stock availability). Once your order is shipped, you will receive a shipment confirmation and tracking no. by e-mail.

*If additional processing time is needed, our Customer Care team will reach out regarding any delays. Please note the day your order is packed and shipped is not counted as a day in transit. Weekends and holidays are excluded from processing and shipping times, so please account for non-business days when choosing your shipping method.

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. See the following chart for more information:

‧Japan, Korea, Hong Kong, Macau, China, Singapore, Malaysia, Indonesia: 3 – 5 days

‧Australia and New Zealand: 4 – 8 days

‧USA and Canada: 4 – 8 days

‧Rest of Asia: 4 – 8 days

‧UK, France, Spain, Portugal, Germany, Belgium, Netherlands, Switzerland, Denmark, Finland, Norway, Greek: 4 – 8 days

‧Rest of Europe: 5 – 10 days

‧South America and Africa : 7 – 14 days

Delivery details will be provided in your confirmation email.

Shipping cost refers to the cost of shipping an item from the origin to the destination country and we pay it to the Courier partners. Custom Duty charges are tax levied on import of goods by the Customs authorities of the respective Country. Every time when an item crosses an international border from one country to another it is subject to these charges by the importing country rules and regulations. Unfortunately, we are not in control of the taxes and duties imposed on your order by your respective government. This fees will be assume by the customer. Please note that FREE SHIPPING does not exempt customers from paying additional customs duty and VAT fees.

To start the return process we kindly ask you to send the shoes back to us. The shoes have to be shipped to the return address provided below in its complete packaging (shoe box needs to be inside a large box). Once we have received the shoes, we will notify you. If you are processing an exchange, we will send the exchange shoes back to you for free once we received the shoes.

* For size exchanges, please contact us at customersupport@royalelastics.com to check the availability of the size you want.

RETURN ADDRESS:

Royal Elastics

Attn: Returns #(your order number) 2F, No.27, Ln. 583, Rueiguang Rd., Neihu Dist.,Taipei 114, Taiwan

TEL:+886-2-26275268

If the return is caused by personal reasons, the original shipping fee described HERE will be deducted from the total amount when issuing refunds. Please note that:

-If the shoes you receive are in a damaged state or have manufacturing defects, please contact customersupport@royalelastics.com within first 14 days of receiving the shoes and will issue a full refund.

- When sending the shoes back to us, if the shoes are used or tampered, the refund will not be made.

* Please note that individual size fit problem is considered as a personal reason.

If you request a return, please select a carrier of your preference to send the shoes back to us. We do suggest you to use a traceable shipping service. Please understand we shipped the shoes overseas without charging the shipping fees, which means we have already assumed a high global shipping cost. However, if there is a product defect, we will cover the return shipping.

*We do provide a pick up service with a corporate shipping fee through DHL . You may contact us for a better corporate shipping rate to return the shoes.

You may select to redeem your points between discounts or exclusive merchandise. Please note that, if you have chosen a physical product there are two options for you to receive the item: we can ship the item immediately but it has a cost of USD $10 or you may also select the item to be attached to your next order with no additional charges.

PRODUCTS

ORDERING

SHIPPING

RETURNS & EXCHANGES

MISC.