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Delivery and Exchange Policy

These are the Delivery and Exchange Policies that apply when you order Goods at Esteem Royale Cosmetics (ERC) Site. Please read carefully before placing your order. DUE TO THE COVID-19 PANDEMIC WE ARE CURRENTLY NOT ACCEPTING REFUNDS AND EXCHANGES.

  • We offer express delivery on all orders made through our Site www.esteemroyale.com

  • We offer subsidized local and international deliveries for all locations by sharing the cost with you.

  • Our estimated delivery time is 3 working days for local deliveries and 5 working days for international deliveries. We do our best to ensure that your Orders reach you within this time frame.

  • Once your order is dispatched, you will receive an Order Dispatch message by email or SMS with your parcel tracking number.

  • You can track your package through the Order Tracking link in ‘My Account’ on our Site and follow its progress till it gets to you.

  • We will try our best to ensure that you receive your Order by the agreed delivery date; however, delays are occasionally inevitable due to unforeseen circumstances such as the supply chain disruptions during the COVID 19 lock-down. If your order is delayed, we will notify you by email or SMS.

  • For your Order to be processed and delivered, we will need your full names, email address, telephone number and complete delivery addresses. We do not process orders to P.O box or PMB addresses. For more information about how we use the information you provide, please see our Privacy Policy.

  • All orders placed on working days are processed and dispatched on the same day. Orders made on weekends or holidays are processed and dispatched on the next working day.

  • Address details cannot be changed once an order is made. Please ensure that the name and delivery details you provide are accurate.

  • If you wish to change your delivery address, you can do so by contacting our orders@esteemroyale.com within 1 hour of placing your Order and we will ensure a change of address, providing your order has not been dispatched.

  • If your order has been dispatched, we will not bear responsibility for packages delivered to a wrong address provided by you.

  • The carrier agent may request to see a form of personal identification e.g. driving license, voters’ registration card, national identity card or passport document, before releasing your package to you, please comply. This is just procedure.

  • If you are unavailable to receive your parcel you will be left a calling card, SMS or voice message advising you on how to arrange a redelivery. In some cases, redelivery may incur additional charges.

  • If the carrier agent has attempted 2 unsuccessful deliveries and has made efforts to reach you to no avail, your Order will be returned to us.

  • Where your order is returned to us because of the inability of the courier to deliver to you we will issue you a refund excluding the cost of the delivery and return of the Goods. Where we are unable to offer a return (eg. during the COVID-19 pandemic), you may need to pay the cost of redelivery.

Esteem Royale Delivery and Exchange

International Delivery

  • International Orders may incur Custom Duties in the destination country. When this happens your national Custom Office or the carrier company will contact you and send you an invoice.

  • It is your duty to ensure that you pay all Custom Duties within the time frame provided.

  • If you require further information from us, such as a copy of your Commercial Invoice, please send a message to orders@esteemroyale.com

  • If the time frame for paying your Custom Duty elapses, your package will be returned to us.

  • Where your package is returned to us because of your inability to pay, we will issue you a refund excluding the cost of the delivery and return of the Goods. Where we are unable to offer a return (eg. during the COVID-19 pandemic), you may need to pay the cost of redelivery.

Return & Exchange

  • We understand that sometimes you may change your mind after making a purchase.

  • You can, at any time within 14 calendar days of receiving Goods from us, cancel your contract and return any Goods to us in the condition that they were sold to you. Contact Customer Service for return address.

  • Goods can only be returned to us if such Goods were purchased directly from us on our website or stores.

  • You must return such Goods in the condition you bought them within 14 days of notifying us.

  • If Goods are returned within the 14-day period, in the manner described below, we will offer you a full refund.

  • Please ensure you return them to us in their original condition and packaging, with all labels intact, unopened, and undamaged as soon as reasonably possible.

  • Once you decide to return the Goods you must not use them and must take reasonable care of them while they remain in your possession.

  • We will refund to the payment card or designated account, the price paid for the Goods returned once we receive them in the order specified above.

  • We reserve the right to refuse returns of items where it is apparent that they have been used or damaged.

  • All refunds will be processed within 14 days of receiving returned Goods.

Please note that we do not refund delivery charges. See our Terms and Conditions for more information.

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