ORDER & RETURNS
How To Buy
- Please register as a member by logging in and creating an account. Alternatively, you can checkout as a guest.
- 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.
First Time Orders
To ensure that you do not experience any delays to your order, please make sure all your details are entered correctly.
Packaging
In line with the ROYCE' Japan initiative to reduce waste as well as the environmental footprint of our business, we have implemented gift wrapping and gift card charges for all purchases made on our e-store from 1st March 2021 onward.
Charges per gift card will be RM1.00 which includes a printed personalised message (maximum 200 characters).
Standard gift wrapping charges are available for RM2.00. Please note that wrapping styles may vary slightly according to products purchased due to differing box sizes.
Charges per gift card will be RM1.00 which includes a printed personalised message (maximum 200 characters).
Standard gift wrapping charges are available for RM2.00. Please note that wrapping styles may vary slightly according to products purchased due to differing box sizes.
Your Account
By registering with us, you will be able to enjoy the following benefits:
- Review past purchases
- 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.
Redeeming a Promotional Code
From time to time, we will run offers using promotion codes. Simply follow these 3 steps to redeem the promotion codes during checkout:
- Enter the promotion code in the field provided and click “Apply”
- Check that your discount has been applied under the order summary and then click “Continue”
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.
Suspicion of Purchase for Reselling Purpose
ROYCE' Chocolate Malaysia reserves the right to put on-hold or cancel any order based on the following observations:
- Purchase a large number of the same chocolates within the same order
- Frequently deliver a large number of chocolates to the same address
- Customer is unable to provide the purchase intent and/or we believe that the purpose of the order is to resell
- Choosing a selection results in a full page refresh.
