FAQ

PRODUCTS

How do I know what size to order?

What type of material are your shoes made of?

What type of leather do you use?

I need an extra pair of insoles. What do I do?

Do you still stock certain styles?

My size is out of stock. What should I do?

ORDERING

I didn’t receive your confirmation email. Did you receive my order?

What currency is displayed?

How do I know what size to order?

I encounter a failed payment, what should I do?

SHIPPING

Do you ship overseas?

How much does shipping cost?

When will my order ship?

How long will it take to get my order?

Can I change my shipping address once my order is placed?

How do I track my package?

My order was supposed to be free shipping, why am I being asked to pay the custom duty?

What if I refused to pay customs fees?

Will my package require a signature?

Where do you ship from?

RETURNS & EXCHANGES

Do I qualify for a refund or exchange?

How do I make a return or an exchange?

Can I get a refund if I return the shoes?

Can I get a return label? Why do I need to pay the return shipping?

Has the refund been issued? I cannot confirm it.

MISC.

Do you have any stores in North America or Australia?

How do I start getting Royal Points?

How do I redeem Royal Points?

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PRODUCTS

How do I know what size to order?

ANS: 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.

What type of material are your shoes made of?

ANS: Our shoes made from different materials. For more accuracy, we have displayed the information in the Product Description of each model.

What type of leather do you use?

ANS: Recent models from our collections are made from premium nappa leather.

I need an extra pair of insoles. What do I do?

ANS: At check out, you'll find a blank space available for you to leave a special instructions. Simply write a note like "Please send me an extra pair of insoles for men." and you'll receive the insoles with the shipment.

Do you still stock certain styles?

ANS: We receive different requests on the old favorites from fans all over the world. Currently only the styles listed on our website are available.

My size is out of stock. What should I do?

ANS: 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.

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ORDERING

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 the bulk mail folder.

‧Search for “Royal Elastics” in your inbox.

What currency is displayed?

ANS: We display all prices in US dollar. You may switch to see your familiar currency at the bottom right of every page, but when an order is complete all charges are made in US dollar.

How do I know what size to order?

ANS: Our sizes is based on the US sizing chart. If you have questions regarding sizing or any other information on a specific item, please refer to the product measurements. You may also contact through customersupport@royalelastics.com for further assessment.

I encounter a failed payment, what should I do?

ANS: 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.

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SHIPPING

Do you ship overseas?

ANS: Yes, we ship worldwide via express delivery.

How much does shipping cost?

ANS: 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.

When will my order ship?

ANS: 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. 

How long will it take to get my order?

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. 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.

Can I change my shipping address once my order is placed?

ANS: If you have entered an incorrect shipping address, please contact us through customersupport@royalelastics.com.

Once the order is shipped, unfortunately we are not able to change the recipient address.

How do I track my package?

ANS: Once your order has been shipped, you will be emailed a shipping confirmation including the tracking number for your package.

My order was supposed to be free shipping, why am I being asked to pay the custom duty?

ANS: 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.

What if I refused to pay customs fees?

ANS: If you choose not to pay the customs duty and return the shoes back to us, we will make the refund to you. However, the original shipping cost to your country, the returning shipping cost & import duty back to our warehouse will be deducted from the refund.

Will my package require a signature?

ANS: All packages will be shipped with a signature required for delivery. If you prefer a delivery without signature, please let us know through customersupport@royalelastics.com.

*Customers who opt out of required signatures assume total responsibility for lost, stolen or damaged packages.

Where do you ship from?

ANS: We're shipping from Taiwan to international destinations. 

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RETURNS & EXCHANGES

Do I qualify for a refund or exchange?

ANS: If the shoes are unworn and in their original state you may request a return or exchange for any personal reason (i.e. size doesn't fit or you don't like the color or style) within 14 days of having received the shoes.

How do I make a return or an exchange?

ANS: 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) 1F., No. 12, Aly. 35, Ln. 181, Sec. 4, Zhongxiao E. Rd., Da’an Dist., Taipei City 106 , Taiwan

TEL:+886-2-26275268

Can I get a refund if I return the shoes?

ANS: 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.

Can I get a return label? Why do I need to pay the return shipping?

ANS: 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.

Has the refund been issued? I cannot confirm it.

ANS: Once the shoes arrive back, we will notify you and start the refund process. The refund amount will be issued to your original credit card account. It might take 1~3 weeks to appear in your account depending on your credit card bank. We kindly advise you to check with your bank to verify it.

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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 or Australia, but we’re looking for chances to work with distributors and retailers. Please stay tuned.

How do I start getting Royal Points?

ANS: To start getting Royal Points, you'll need to register for an account or sign in HERE.

How do I redeem Royal Points?

ANS: 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.