Frequently Asked Questions

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For the fastest answer, read our frequently asked questions below. If you need more information Contact Us.

TOP 10 FREQUENTLY ASKED QUESTIONS

You can track your order at the Track My Order link – enter your order number and the postcode for delivery and you can track the progress of your items.
Please check the items in your order to see whether they are available for immediate delivery, are custom made or have an extended delivery date. Standard orders dispatch in 2-5 working days after your payment clears. You will receive a shipping confirmation email as the order is processed through our despatch system and this email will have a link to Track Your Order. If you have any further questions regarding shipping, please review our shipping page.

Many of the items we sell are custom made or may need to be ordered in for you, so we strongly advise you check the availability and shipping timeframe for each of the products you want to order. Items will be available for 3-5 business day shipping. We can rush many items listed on our website if you need them super-fast, so please call us or email us so we can check availability for your party date.
Please allow extra time for delivery if you live outside a metropolitan area

We sure do! Please email us with your location and the products you would like to order for a quote.

You will receive an email to confirm your order has been shipped so please check your email for the confirmation. Although your order can be ‘shipped’ the online tracking data will not update until later that night when the parcel has actually been collected and scanned by our couriers. You can track your parcel by entering the consignment note number in the tracking area at the courier’s website located on your shipping confirmation email.

Royal Gifts is an online only retailer – we only have one store and you are in it! Shop for your next special event at Australia’s leading online Celebration shop without the hassle of parking and crowds! We do have express delivery available if you need your order fast. Please visit our shipping page for more information.

We use a courier service to deliver your products to you, which makes shipping fast to most locations but if you live in Tasmania, Northern Territory, Western Australia or in a rural location, we recommend you leave at least 7-14 days shipping time for bulky goods on top of our standard delivery times on our shipping page. We can get your items to you fast even in a rural location, but as the courier will charge us a fee for this, we will contact you to discuss the quote before we process your order.

Royal Gifts strives to keep all items in stock in quantities to meet your requirements; however like with all retail businesses, some items will sometimes run low, be discontinued without the knowledge of Royal Gifts or be backordered by our supplier. If an item you have ordered is unavailable in the advertised timeframe, our staff will contact you as soon as we are aware of this to let you know and provide you with the option to replace or credit your order. Items on our website listed as “Available” are to the best of our knowledge, available to ship to you within the advertised timeframe. If you have any questions about this, please email us at sales@royalgifts.net.au

Royal Gifts delivery charge covers the courier delivering to the shipping address you gave us one time only, or leaving the parcel if you requested this. Our courier or Australia Post charges us the same fee every time we have the parcel resent to your address, so we think it’s only fair that if you didn’t give us instructions to leave the parcel or you weren’t at the address provided, we will need to organise a small redelivery fee which covers our costs. Alternatively, you can collect your parcel from your local courier office.

ORDERING

Royal Gifts accepts Visa and MasterCard credit card payments.

All prices listed on Royal Gifts website are quoted in Australian Dollars.

All prices on the Royal Gifts website include GST for Australian residents. For international orders, GST will not be applied.

Royal Gifts assures that all transactions conducted online are completely secure. Our website uses secure socket layer (SSL) certified to encrypt all of your personal information. We use strong security measures to prevent the loss, misuse and alteration of your information once it is in our records. If you are concerned about paying for your order over the internet, you can contact Royal Gifts to pay over the phone.

As we are an onine store we need you to place your order online.

Royal Gifts does not have a printed catalogue that can be sent in the mail. We do however maintain our product catalogue on our website, so we ask that you browse the website to view our products in detail.

We work hard to provide detailed product descriptions and clear product images but understand that you may still wish to order samples. Personalised products as well as some products sold in sets are not available for purchase as a sample. However, Royal Gifts does not have a minimum order, so you may order just one of the product you wish to view. Sample orders will be charged the unit price of the product plus shipping and handling. Please email us with any questions about specific products.

Many of our products come with packaging options included. However, unless specified, products do not come pre-assembled. Please read the product description provided on the product page for details. If you are uncertain, please contact us for help.

You will receive an email confirmation shortly after placing your order. Please review your order details carefully and contact customer service immediately if you wish to make any changes. Once your order has been processed and is ready to be shipped from our facility, you will receive a second email containing Australia Post delivery and tracking information. Order and shipping confirmation emails are sent to the shipping email address.

Royal Gifts can ship your order anywhere in the world. All of our delivery charges need to be quoted for international orders. Please contact us for a quote by emailing sales@royalgifts.net.au

For orders shipped to destinations outside of Australia, Royal Gifts can’t be responsible for any duties, taxes and brokerage fees associated with the shipment. We also are not knowledgeable about country-specific import regulations and will not be responsible for fees/damages associated with noncompliance. We strongly encourage you to research all country-specific facts, information and regulations prior to placing an order.

SHIPPING AND FULFILMENT

Generally we will be able to dispatch your non-personalised and standard party items in 3-5 working days, but each product is different and we ask that you read the current order timing and status for each product to see how long it takes and whether express shipping is available on your items. It is important to remember that your items won’t be dispatched until they are all ready – so if you order a pre-order item or item with a longer timeframe, your whole order will be delayed until that item is ready for dispatch.

To check on the status on your order, please visit the Track My Order page and enter your order number and postcode for an update.

Pink Frosting uses Australia Post for delivery around Australia and internationally.

Once your order has been processed and is ready to ship, you will receive and email containing a tracking number(s) which will allow you track your order on the Australia Post website. Some items ship separately and you may receive multiple emails with more than one tracking number.

Royal Gifts strongly recommends you request a signature when your items are delivered; however we offer you the opportunity to have your parcel left by the delivery driver if you are not home to receive the goods. Please note that if you request your parcel to be left, Royal Gifts takes no responsibility for the parcel being lost or stolen. Please write any instructions for the delivery driver in the comments box at checkout.

Royal Gifts delivery charge covers the delivery to the shipping address you gave us one time only, or leaving the parcel if you requested this. Australia Post & Courier Companies charges us the same fee every time we have to have the parcel resent to your address, so we think it’s only fair that if you didn’t give us instructions to leave the parcel or you weren’t at the address provided, we will need to organise a small redelivery fee which covers our costs. Alternatively, you can collect your parcel from your local post office.

The first thing to do is contact Australia Post or Fastway Couriers with your consignment note number handy. If your parcel cannot be located by Australia Post or Fastway, we will lodge an enquiry from this end. Please contact sales@royalgifts.net.au

CONTACTING US

We would love to hear from you! We are constantly trying to improve our customers’ experiences and would greatly appreciate any feedback you can provide, both good and bad. Please email sales@royalgifts.net.au. You can also leave feedback on each of our products by visiting our product pages and leaving a rating and comment for others to read about your experiences.

The wonderful Royal Gifts team is here to help you create magic for your Special Occasion. For customer service and order related communication, please email us on sales@royalgifts.net.au.