Free Shipping
Satisfaction Guaranteed
24 Hours Support

FAQs

DELIVERY ISSUES

Do you ship to international locations?

We ship worldwide by Standard and Express delivery services. Once you’ve entered your delivery address in the checkout page, you’ll be able to see the available delivery services. Your order will be sent out via the most suitable carrier, dependent on size and weight.

How much does delivery cost?

Shipping costs are calculated automatically at the checkout page when both the destination and delivery service are selected. The amount will be showed in your currency.

When will my order be delivered?

Standard Express delivery takes 2-5 working days. For remote international locations it may take up to 10 working days.

Can I track my order?

Tracking is available all orders. Once your order is dispatched, you’ll receive a shipping confirmation email or SMS from our Fulfilment Center with a tracking number and link so you can follow your orders its journey to you. You can additionally track your order within Track Order link in ‘My Account’ on this Site.

Will my parcel be charged customs and import charges?

In most cases, any customs or import duties are charged once the parcel reaches its destination country. The exception to this is for parcels being sent to Brazil, India, Israel, New Zealand, Malaysia, Indonesia and Thailand.

Will I be charged handling fees or taxes?

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 (this also applies to retail & wholesale customers).

How will I be charged for customs and import charges?

Esteem Royale Cosmetics has no control over these charges, and we can’t tell you what the cost would be, as customs policies and import duties vary widely from country to country. It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.

 

ORDERS ISSUES

Can I amend my order after I’ve placed it?

We are really quick at packing and dispatching your order up which means we can’t make any changes once you’ve placed it. This includes changing the delivery option, delivery address or payment method.However, you may be able to cancel your order and place a new one instead. The time limit in which you can cancel your order is 60 minutes after completing your order.To cancel your order, just follow these steps:

  1. Log into My Account and view your recent orders.
  2. Go to My Orders and select the order you’d like to cancel.

If the button next to an order says Cancel/View, you still have time to cancel by clicking the button. If the cancel option is not available, then it is too late cancel the order. However, you can exchange any unwanted items once you have received your order. You can additionally send an email to orders@esteemroyale.comand we will do our best to accommodate your request to change or cancel your order providing your order has not been dispatched. Please see our Delivery and Exchange Policy for more details.

I’ve received a faulty item, what should I do?

We want to sort out any issues with faulty items straightaway. As soon as you discover a fault, please contact our Customer Care Team with the following information:

  1. The order number
  2. The faulty item’s name and number
  3. A description of the fault

Please note: if your item has become faulty outside of our 14-day returns timeframe, we won’t be able to exchange the item.

I am missing an item from my order, what do I do?

We are sorry there’s an item missing from your order. Before contacting our Customer Care team, we recommend checking the following:

  1. We may have sent your items in separate parcels so please check your emails to see if any of your items will be arriving separately.
  2. You can also check if your order has been split into more than one parcel by logging into ‘My Account’ and checking my orders.
  3. The item/s you ordered may have been out of stock. It’s worth checking your emails (including your junk/spam) to see if we’ve sent you an email about this.

If an item is missing, please get in touch with the order number and the missing item’s name and number. We will resolve the issue for you as quickly as we can.

I have received an incorrect item in my order, what do I do?

If you’ve received something you haven’t ordered, please send it back to us and we’ll refund you as soon as it arrives back at our fulfilment center. If you still want the correct item and it’s still in stock, please order it through our website as normal. The easiest way to do this is to log into My Account, view your original order and add the items to your shopping bag.

Why was my order cancelled?

Orders are automatically cancelled every 24 hours when they have not been paid for. Please ensure to make payment for your order within 24 hours. If you think your order has been cancelled for a different reason, please contact us at sales@esteemroyale.com for more information.

I’ve bought a gift card, can I cancel or return it?

Yes, you can cancel your order within 30 minutes of completing it. To cancel your order:

  1. Log into My Account and go to My Orders.
  2. If the button next to your order says Cancel/View, you still have time to cancel by clicking the button.
  3. If that timescale has already passed, and the voucher hasn’t been used or locked to an account, get in touch with our Customer Care Team on orders@esteemroyale.comso we can help you further.

I have cancelled my order – when will my money reach me?

Depending on which payment method you selected at checkout, the time it takes for the money to become available again can vary:

  1. If you paid through the bank, we will contact you to request your bank account number.
  2. Credit or debit card – your payment provider will reserve the funds ready for us to take. You may notice the amount on your bank statement with a ‘Pending or Reserved status’.
  3. PayPal – the funds will be reserved ready for the payment to be authorized. You may notice a pre-authorization transaction ID on your account.
  4. Gift voucher – this will be locked back on to your account within 1 hours of the order being cancelled.

When you cancel the order, the reserved funds will be made available to you again. This can take up to 10 working days depending on your payment provider and we are not able to speed up this process. If the funds have not been released after 10 working days, please get in touch with our Customer Care team orders@esteemroyale.com and we’ll look into it further for you.

How do I use my Coupon Code?

On the Shopping bag page, you will find the coupon code box under the list of items in your Shopping bag. Enter your coupon code and click the ‘apply coupon’ button. To find out more, read our Shopping Guide.

Why is my coupon code not working?

Coupon codes provide specific discounts to our customers and can be used on the Checkout page. Your coupon code may not work because: 1. It may be a onetime only coupon and you have used it before 2. It may be a coupon code valid for a period and it has expired If none of these apply to you please contact us on orders@esteemroyale.com

 

PAYMENT ISSUES

What currencies can I use to place an order?

You can pay using various currencies depending on the country you are shopping from. We offer payment in Nigerian Naira, US Dollars, British Pounds sterling, Canadian Dollars, Euro, Ghana Cedis, UAE Dirhams, CFA Francs, Australian Dollars and South African Rands.

How do I change my currency?

Click on the currency icon in the top left corner of the homepage, the currency for your country will show in the “Currency” section. If you cannot find your currency, select USD $. Once you select your currency, all our prices will be displayed in the currency you select.

What currency will I be charged in?

When checkout, you will be charged in the currency you have selected. If your payment card is registered with a different currency to the one,you’re purchasing in, then your bank will convert the price using their exchange rate.

Will I be charged International Bank Fees when ordering?

It is possible you may be charged an international transaction fee by your bank if you’re shopping outside your country – this charge comes directly from your bank and is outside of our control.We cannot guarantee that when you place your order you will or will not be charged a fee. However, we have found that customers who shop with us in their own local currency seem to be less likely to be charged bank fees. We are working behind the scenes to look at ways to reduce the likelihood of being charged international transaction fees.

Can I buy Gift Cards in my currency?

You can pay for Esteem Royale Gift Cards using various currencies. If you click on the currency icon in the top right corner of the page, you can change the browse country and the currency for that country will show in the “Currency” section.If you have received a gift card, make sure that when you spend it you select the same currency to spend it in.

My payment was declined, what should I do?

If your payment is declined, you can try to pay again, or choose a different payment option. To help ensure your order is not declined when placing a new order we suggest checking the following:

  1. Check the card details on your esteemroyale.com account to make sure the information is correct, e.g. the expiry date or your billing address.
  2. Make sure you enter the security code correctly – that is the three-digit number on the back of your card.
  3. Your card issuer may have declined your payment – as they do not tell us the reason for this, it’s best to check with them or contact your bank.

If you’ve checked all of the above, try paying with another card.If you’ve tried all these and are still having problems, contact our Customer Care Team on orders@esteemroyale.comwith as many details as you can about the issue – including any error messages you receive and we’ll try to resolve it as soon as we can. Please DO NOT SEND US YOUR CARD DETAILS.

 

PRODUCTS ISSUES

Can you give me more information about your products?

We try to give you as much useful info as we can about all our products, including:

  1. A detailed description
  2. Lots of pictures

There is a section on each product page just below the images where you can find details on the ingredients and how to use information.

Why are some product out of stock?

Products go out of stock on our website when they are sold out in our warehouse. We usually restock our staples within 21 days. Please subscribe to our newsletter (at the bottom of the homepage) so that you will know when products are restocked or launched.

I cannot find a product on your website

Sometimes we may discontinue a product for various business and ethical reasons. When this happens, we remove the product from our website. If you have issues regarding products that are no longer available, contact sales@esteemroyale.com

How can I find out about your ethical sourcing policy?

We have a responsibility to our customers to ensure that the items sold on esteemroyale.com are produced under acceptable conditions and in an ethical way. This means that they must have been produced:

  1. Lawfully, through fair & honest dealing.
  2. Without exploiting the people who made them.
  3. In decent working conditions.
  4. Without damaging the environment

If you would like to know more about our work in this area, please contact us at sales@esteemroyale.com.

 

TECHNICALISSUES

How do I create an account?

Creating an account could not be easier, please follow the below steps:

  1. Click here to create an account and you will have the options of creating your account using Facebook, Twitter, Google or your email address.If you are signing up through social media, then you will be asked to log in to your social account.
  2. Once you have logged in and followed the on-screen instructions, you’ll have to confirm a few details depending on which social media site you’re using. If you are signing up with email, you’ll also have to confirm a few details.
  3. Once you have entered all your information, click ‘Complete Account’ and you’re ready to shop.

I’m having trouble signing into my account

You must sign into your account before you can shop with us or if you want to see or track your orders. If you receive a message that says your email address/password isn’trecognized, there’s a few things worth checking:

  1. Make sure you are using the same email address and password you registered with.
  2. If you can’t remember your password, click on the ‘forgotten password’ link on the sign in page. You will be prompted to enter your email address and we will send you an email with a link that will allow you to create a new password for your account.
  3. If you enter your email address and/or password incorrectly three times, your account will be locked for 30 minutes.

If after this you still can’t sign in, contact our Customer Care Team on orders@esteemroyale.comgiving as much detail as you can about the issue, including screen shots of any error message you get and what you’ve done so far to try to resolve it.

Which browserdoes your website work on?

Modern, up-to-date browsers allow you to take full advantage of this, as well as providing improved security and performance. We recommend any of the following browsers: Google Chrome, Mozilla Firefox, Safari, Internet Explorer, and Opera.

How can I make changes to the details on my account?

You can change the details on your account at any time in My Account. To make changes to your password, email address, delivery address or payment method, follow these simple steps:

  1. Log into your account by clicking on the person icon in the top right-hand corner of the page.
  2. Once you are logged into your account, you can make as many changes to your account information as you’d like:
  1. Once you have made the relevant changes to your account information, remember to click Save.

Any changes you make to your account will not affect the details of any orders you have already placed. It is worth checking your account occasionally, just to make sure we have the right details for you.

I would like to close my account with Esteem Royale, what should I do?

We are sorry to see you go – remember, your Esteem Royale account is free and enables you to shop easily without having to enter your details each time. Also, your Esteem Royale account offers you points on every purchase, regular newsletters, and you’re able to take advantage of the exclusive discounts and promos on site. If you would still like to deactivate your Esteem Royale account, you will need to get in touch confirming at least two of the following pieces of information:

  1. Your billing addresses
  2. Your registered email address

Once you have confirmed this information, we will deactivate your account and send you an email to confirm your account has been closed.

What happens if I change my mind?

Don’t worry if you change your mind, just get back in touch and let us know you would like to shop with us again and we’ll arrange this for you once the above information is confirmed once again. Alternatively, you can register again with a different email address.

I need a break – how can I unsubscribe from Esteem Royale newsletters?

You can do this in two ways:

If you want to receive newsletters again after unsubscribing, you can re -subscribe by getting in touch with us on sales@esteemroyale.com.