Frequently Asked Questions
Awaiting Order Arrival
I received my order after getting a refund. What can I do?
Keep the product in its original packaging along with all documents confirming the purchase and refund. You will need this for further communication with the seller and the payment system.
I haven't received my order. What should I do?
Check the email you received after placing your order. It should contain information about the status of your order and the expected delivery date.
What if the package is held by customs?
If the contents of the parcel are suspicious to customs officers (for example, many identical goods), it may be further checked.
When will I receive my order?
Track the status of your order: Royal Focus marketplace provides the ability to track the status of an order by tracking number.
Ordering & Payment
What payment methods do you accept?
We accept a variety of payment methods, including credit/debit cards, Tamara, Tabby, bank transfers, and cash on delivery. We ensure secure transactions for all payments made through our platform.
Is it safe to use my credit card on your website?
Yes, absolutely! We use advanced encryption technology to protect your personal and payment information. All payments are processed through secure, trusted gateways to ensure your data remains safe.
How do I know if my payment has been successfully processed?
After completing your payment, you will receive an order confirmation email along with a receipt of the transaction. If there are any issues with payment, you will be notified immediately. You can also check your order status in your account on our website.
Can I get a refund if I cancel my order?
Refunds are available if the order is canceled before it is processed or shipped. Once the order has been dispatched, refunds can only be issued once the product is returned in its original condition. Please refer to our return and refund policy for more details.
After sales
How can I track my order after purchase?
Once your order has been shipped, you will receive a tracking number via email or SMS. You can use this tracking number to check the status of your delivery on our website or the courier’s tracking portal.
How do I return a product if I'm not satisfied?
If you’re not satisfied with your purchase, you can return the product within 14 days of delivery. Please ensure the item is unused, in its original packaging, and includes the receipt or proof of purchase. You can initiate the return process by contacting our customer support team.
Do you offer warranties on your products?
Yes, we offer warranties on most products. The length of the warranty varies depending on the manufacturer and type of product. Please check the product page or your order confirmation for specific warranty details.
What should I do if I receive a damaged or defective item?
If you receive a damaged or defective item, please contact our customer support team within 7 days of delivery. We will assist you with returning the item and either replacing it or issuing a refund based on your preference.
Can I exchange a product for a different size, color, or model?
Yes, you can exchange products within 14 days of delivery, provided they are unused and in their original condition. Please contact customer support to arrange the exchange, and we’ll guide you through the process.
Refund
How can I request a refund?
To request a refund, please contact our customer support team within 14 days of receiving your order. Ensure that the product is in its original, unused condition and includes the receipt or proof of purchase. Our team will guide you through the process.
When will I receive my refund?
Once your return is approved and processed, your refund will typically be issued within 5-7 business days. The refund will be processed to the original payment method. Please note, the exact timing may vary depending on your bank or payment provider.
Can I get a refund if the product is opened or used?
Refunds are generally not available for opened or used products unless they are defective or damaged upon arrival. If you believe your product is faulty, please contact customer support, and we will assess the situation for a potential refund or replacement.
Will I be charged a restocking fee for returns?
We do not charge a restocking fee for returns. However, if the return is due to customer preference, you may be responsible for the return shipping cost. If the item is defective or damaged, we will cover the return shipping fee.
Can I return an item without a receipt?
A receipt or proof of purchase is required to process a refund. If you’ve lost your receipt, please contact customer support with your order details, and we will try to assist you in finding a solution.
