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Orders & Returns

1. How To Buy

• Please register as a member by logging in and creating an account.

• Use the “Product List” link to help you find the chocolate or cookie you desire.

• Alternatively, you may search for the desired item in the “Search” toolbar.

• Select the desired item, indicate the quantity and click on the “Add to Cart” button

• Enter the promotion code, if any, into the field provided and click “Apply Code”

• Click on the “Shopping Cart” link to review or to remove the items that you have recently added

• Click on “Proceed to Checkout” button to purchase and complete your order.

 

 

2. First Time Orders

To ensure that you do not experience any delays to your order, please make sure all your details are entered correctly.

 

3. Packaging

At this moment all orders placed on www.royce.com.my do not have the option of being gift wrapped. This is because some range of chocolates which are temperature sensitive will be packed in a cooling bag together with a dry ice pack to ensure that they do not melt. All chocolates are also transported in a chilled delivery truck which might not be suitable for gift wrapping due to moisture and condensation forming from the travelling environment.

However, if your chocolates are a gift for a special occasion or festive period, we are pleased to offer you a gift card or complimentary slip upon which you can leave a personalized message (200 characters) of your choice for your recipient. We will print or hand writes your message as per your instruction.

For Malaysian fans located in Kuala Lumpur, ROYCE’ shops provide gift wrapping services with no minimum purchase required. There are 3 different gift box sizes available depending on the number of your ROYCE’ Chocolates: Red box (Small) RM20, Bronze box (Medium) RM25 and Red box (Large) RM30.

 

4. Your Account

By registering with us, you will be able to enjoy the following benefits:

• Track your orders and review past purchases

• Build a customized “Wish List” to bookmark the items that you desire for purchase at a later date.

• You can also print your shopping list for increased convenience

• Save your address so you can shop even quicker next time

• Manage your account details, address book and email preferences

 

To create an account, simply click on “Log In” button to fill in your details.

 

5. Redeeming a Promotional Code

From time to time, we will run offers using promotion codes. When placing your order, simply follow these 3 steps to redeem the promotion codes:

• Enter the promotion code in the field provided and click “Apply Code”

• Enter the words shown in the box for additional security, followed by “Submit”

• Check that your discount has been applied under the order summary on the payment page and then click “Purchase Now”

 
 

6. Returns 

We do not provide for any return and/or refund of our product unless it was incorrectly delivered or its packaging was damaged during transit. Customers are advised to inspect the general condition of the products immediately upon receipt of the delivery. No claims shall be entertained once the delivery order has been accepted by customers.
 

Q. My order has arrived, but I would like to cancel. Is this possible?

A. Once an order has been successfully submitted with payment duly authorised, ROYCE’ Malaysia will not entertain any request for cancellation of the order. As such, please ensure that you have checked all details prior to submitting your order for processing.


Q. The product I have received has damaged/torn packaging. Please advise.

A. All orders are carefully hand-packed at our local warehouse facility and we go to great lengths to ensure that your products arrive in pristine condition. However, if in the unlikely event the packaging was damaged in transit, please write to us at info@royce.com.my with a record of the delivery date, time, waybill number and a photograph of the product (as proof of damage) and we will respond to you as soon as possible with a solution.

Please note that ROYCE’ Malaysia will not be held accountable for any products which have been acknowledged upon delivery. Therefore, we strongly urge customers to check the condition of your order before signing for acknowledgement.


Q. The product I have received is defective. Please advise.

A. In the unlikely event of a product being defective due to production in Japan, please contact us immediately by writing to us at info@royce.com.my with photographic proof of the defect. We will respond to you as soon as possible with a solution to the defect.


Q. My order for a designated recipient was unsuccessfully delivered on a few occasions. I’d like to cancel/return my order. Is this possible?

A. We regret to inform you that we do not entertain refunds or returns in the event that the designated recipient for your order cannot be contacted/located. In this case, the product will be returned to the purchaser, and any additional delivery charges to re-deliver or re-route to any new address shall be borne by the purchaser.


Q. Am I able to return defective products to any of your ROYCE’ shops?

A. Please be advised that online/e-store purchases are treated as separate from shop purchases; product returns for online /e-store purchases will not be entertained at any of ROYCE’ Malaysia shops.