Q&A

1. Presale

Product Inquiry

a. How can I choose the size?

We kindly recommend you use the “Size Guide “ to better determine your ideal size because sizing varies between our items. ”Size Guide” with detailed product measurements is included on each product page. As a note, these are measurements for the item itself. You can compare these measurements to similar pieces you already own.

b. Are these shirts true to size?

Yes, the size is based on international sizing system for our brand, so it may be slightly different from the clothing that you purchase more often. We highly recommend when you choose the size according to the size chart with the size guide button.

c. Where is the size chart?

When you are searching for items, PC: you could find the size guide button at the right in the product page. You could click to check the size chart. M: please click the size you want, you will find a detailed measurements information below the size.

d. Do you have big or tall size？

We're sorry we don't have big or tall size. If you are looking for big size shirts, maybe the shirt of bigger size will be suitable for you. You can take a reference of the size guide.

e. Do you sell women's sizes?

We're sorry we don't have women's size, you can take a reference of the size guide and then choose the size that fits you.

f. Do you have shirts for certain size?

Yes,we have size from M to 4XL for most of the shirts. If you are looking for other sizes, you could search the item and choose specific items in the left of the size tab.

g. What is the fabric for shirt(s)?

We have 3 kinds of fabric. 1. wrinkle free shirts (60%Tencel 35%Cotton 5%Spendex) feature wrinkle free, easy care & refreshing & breathable 2. cotton linen shirts (65%Cotton 35%Polyester) feature nature, breathable & soft 3. regular shirts (60%Tencel 35%Cotton 5%Spendex)

h. If I want to find item(s) with picture, how can I do that?

If you know the keywords of the product, you can search on our site. If you only have a picture, you can choose to live chat with us or send an email with the picture so that we can check for you.

i. What is free size/one size?

Free size/one-size means there is only one size available for the item. Generally, a Medium size fits the majority of customers. If you are still unsure, please check the size guide to see the measurements or click the size icon to see the specific measurements.

j. Can I remove an item from the shopping cart?

Yes, if the order is not placed, you can remove the item from the shopping cart. But once you have placed the order, please contact our customer service team to process for you.

k. What happens if my item is out of stock?

For our popular item, it might go out of stock quickly. We will continue working with our suppliers to ensure the items displayed on our site will be available to our customers. Once your processing order item is out of stock, we will notify you by email and you can choose to exchange another item or ask for a refund.

l. Can you custom the item(s)?

Yes, if you want to custom the item(s) as you like, just visit the link https://www.royaura.com/information/customized-team-shirts

Payment Inquiry

a. What secure payment methods are accepted?

We can process payments with PayPal, and you can also make the payment by credit and debit card by clicking "Pay with Debit or Credit Card", then fill in the required information.

b. It fails to make a payment on your site, what can I do?

Maybe you can try to refresh the window or use new browser to shop. Be Kindly note that when you pay by credit card, please make sure your card is normal (such as sufficient balance, no initiated dispute, etc). If you cannot make a payment successfully, you can change another card or send us the screenshot for the payment page, so that we can check and resolve for you.

c. How do you secure my payment information?

We do not process any of your payment information. All payment-related matters on our website are handled by PayPal or Debit or Credit Card.

2. Account

Can’t Log In

-Why I cannot log in your site?

-when you log in, please make sure that you have registered on our site, and then use your registered email and password to log in.

Delete Account

-How to delete account?

-Your personal account information will not be disclosed and protected, so don't worry. If you have other questions, please contact our customer service team.

Password Reset Request

a. Reset Your Password？

On our "sign in" page, please click on the "Forgot Password" button, and then enter your completed registration email address. You will receive an email sent by our system automatically, which will help you reset your password. If the reset link doesn't work. please feel free to get in touch with us for further assistance. Contact us: support@royaura.com

b. Do I need to register before placing an order?

No, you do not have to. You can browse our fashion products and place an order without registering.

c. How do I register?

Click “Sign in” at the top right corner of our website. You can register with Facebook, Google+, or your email account.

d. What if I forget my login password?

Click the “forgot password” on the login page, fill in your registered email then we’ll send a new password to your registered email.

e. How do I unsubscribe from your email newsletter?

If you want to unsuscribe from us, you could find the "unsubscribe" button in the end of any email that you received. Then click the "unsubscribe link", you could unsubscribe from our website by yourself. If it is unworked, please contact our customer service team to unsubscribe for you.

3. Orders

Edit An Order

-If I want to change information (such as color, size, shipping address, shipping method) of a paid order, what can I do?

-We can only change that information for you if the order is not shipped out. If your order has been shipped out, the information for your order cannot be changed. Therefore, please be more careful to place the order. If there are changes, contact us.

Cancel An Order

a. Can I modify or cancel my order?

Once your order is placed (before payment, in “Awaiting Payment” status), there would be an eight-digit alphanumeric order number. Those orders cannot be altered. If any information is incorrect, you can ignore the wrong order and create a new one. Once you finish the payment for your order, if you want to modify or cancel before sending out, you can send an email to our customer service team with the information you want to change or the reason that you want to cancel. Email Address: support@royaura.com

b. Why do I get less refund for the item(s) sometimes?

Please be noted if there is a discount for your order, we will refund you the amount with the discount, which means we will refund what you actually paid for each item.

Order Status

a. How can I track my order?

There are 2 ways to track your order.

1. If your items were shipped out, a notification email will be sent to you. You could track your package according to that email.

2. Track your order via https://www.royaura.com/order-query by your email address and the order No..You could find your order number in the confirmation email or in the order list of your account.

b. How fast can I expect my order?

It depends on the shipping method you choose. Please note that each order needs 3-5 business days to prepare. Express Shipping: 5-10 business days | Standard Shipping: 10-20 business days

c. Do you ship to PO BOX and APO/FPO/AFP military addresses?

We can only ship to those addresses by Postal Service (about 10-20 business shipping days for delivery). If you want to receive the item(s) by Express shipping(about 5-10 business shipping days), please provide a physical address.

4. Discount/Promotions

How To Apply Coupon/Code

a. Where do I input my coupon?

When you are in the "check out" page, please fill the coupon code in the "Coupon" space and click the "APPLY" button, then you will enjoy the discount.

b. Can I use two or more coupons at the same time?

We're sorry that you could only use one coupon when you make the order.

Coupon/Code Not Applied

-I have placed the order, but didn't use the coupon code.

-If you didn't use the coupon code for your order, please contact our customer service team to check and resolve for you.

5. Shipping & Delivery

a. How long the shipping will take？

After you make an order, we need 3-5 business days for preparing the items and then send out. The shipping time will take 10-20 business days (Standard shipping) or 5-10 businees days (Express shipping). If you live in US (except Puerto Rico,Virgin Islands and Alaska), you could choose express shipping to expedite the shipping time. For more information, you could refer to https://www.royaura.com/information/shipping-delivery.

b. Where are you shipping from?

Our office located in Hong Kong but we have different manufacture center in Asia. We will arrange the orders in different center in order to send out the items asap.

c. How much for shipping？

It depends on weight and distance. And you can see the exact fee when choosing the shipping method in the check-out page.

BTW, any order over $79, you will enjoy free standard shipping on our website now! Please visit the link to check more detailed information: https://www.royaura.com/information/shipping-delivery

d. What countries do you ship to?

Now we ship to most part of countries, such as United States, Italy, United Kingdom, Germany, France, Australia, Canada, Ireland, Austria, Spain, Greece, Switzerland, Belgium and so on. You can find out the detailed countries in the drop-down list of the Country section when you edit the Shipping Address in your account.

e. Do you have express shipping method？

Yes, we have express shipping to US(except Puerto Rico,Virgin Islands and Alaska) & GUAM. Shipping fee is $14.99. For each extra 250g, the charge will add $4 and for GUAM will add $5. Once the shipping fee is greater or equal to $29.99, you will be only paid $29.99.

f. Do you have overnight shipping?

I'm sorry that we don't have overnight shipping.

g. Do you ship to multiple addresses?

We are only able to deliver to one address per order. We suggest that you place a separate order for each destination if you would like to send your purchases to multiple addresses.

6. Returns & Exchanges

Submit Return Request

a. What is the return policy?

Purchase (except underwear, accessories, customized shirts/ t-shirts, wholesale shirts/t-shirts, Add-on shirts and Mystery Box items, clearance items, non-returnable marks and free gifts.) can be returned within 30 days from the delivered date. Item(s) must be returned with all tags attached, unworn, unwashed, unstained, and unperfumed, in the original bag.

b. How to Make a Return?

To start a return, please contact our customer service team to submit a return request with your order number and the reason to return. You will get authorization and reply email within 24 hours.

c. If I receive a wrong/damaged/defective item, what should I do?

Contact our customer service team to submit your return request with a picture(s) of the wrong/damaged/defective item so that we can investigate and take further action to resolve your problem.

More Information About Return

a. How soon can I expect my refund for the return?

We will process the refund within a week after receiving your return package. FYI: It will take a longer time (maybe 1 to 3 weeks depending on which credit card company is ) to process the refund for the bank if your original payment method is a credit card.

b. Why did you fail to refund you sometimes?

There are multiple reasons that we fail to refund you in time. 1) PayPal cases. If you had contacted PayPal to open a dispute or file a claim of your order, then the order transaction is being reviewed by PayPal which makes the funds not available. Once the case is closed, we can manage to issue the refund to your account. 2) Credit card chargeback. If you had asked your credit card company to stop the payment before contacting us, we can do nothing during their investigation but wait until the case is closed. 3) Credit card issues. Sometimes customers don't use the original credit card or have changed the card, which will lead to refund failure. But we will ask for your PayPal account to send the amount. 4) Transaction overdue. If you ask for a refund exceeding 180 days from the order payment date, we will have to ask our PayPal account manager to help issue the refund, which will cause about a 1-week delay compared to our normal process. Please do check your order and package contents carefully before signing for the package.

c. What shipping company can I choose for the return?

Usually, you can use any shipping carrier to ship the parcels back to us. You are supposed to choose the cheaper method like postal shipping, which is best and convenient for both of us.

7. Others

a. I want to do business with you, how should I do it?

If you want to cooperate with us for shirts or other clothes, please send an email with your request to vip@royaura.com.

b. If I want to make a wholesale on your site, what should I do?

Please send an email to wholesale@royaura.com with the product(s) you want, size(s), color(s) and the amount, reason that you want to make a wholesale, we will reply you within 48 hours.

c. Is there any additional fee or tax?

In most countries, our customers do not need to pay import fees, duties, or VAT(Valued Additional Tax). However, some limited countries (especially some European countries such as Germany, Italy， the UK, Canada, etc.) may need to pay duties or VAT according to your countries’ levying rules.

d. Why I cannot receive email(s) from your site?

Please make sure the email address that you registered or subscribed on our site is working and then please check your spam. If there is still no emails, please contact our customer service team.