FAQ
FAQ
Last updated: 8 February 2026
Below you will find answers to the most common questions about ordering from Royal Princess. If you need further assistance, contact us at support@royalprincess.co.uk or call +44 20 8202 8095 (Monday to Saturday, 09:00 – 18:00 UK time).
Orders
Do I receive an order confirmation?
Yes. After checkout you will receive an order confirmation email with your order number and full order details. If you do not receive this within a few minutes, please check your spam or junk folder.
Can I change or cancel my order after placing it?
Please contact us as soon as possible at support@royalprincess.co.uk. If your order has not yet been dispatched, we will do our best to accommodate your request. Once an order has been dispatched, changes are no longer possible — however you may be entitled to return it under our Returns & Refunds Policy.
I entered the wrong delivery address — what should I do?
Please contact us immediately. If your order has not yet been dispatched, we can usually update the address. If it has already shipped, we may be limited by courier policies and cannot guarantee a correction. Royal Princess is not liable for failed deliveries resulting from incorrect address information provided at checkout.
Shipping & Delivery
Where do you ship?
We currently deliver to addresses within the United Kingdom. Available delivery options are shown at checkout. For full details, please see our Shipping Policy.
How long does delivery take?
Estimated delivery timeframes are shown at checkout and in our Shipping Policy:
- Standard tracked shipping: 3–7 business days after dispatch — free of charge.
- Express shipping: 1–3 business days after dispatch — fees displayed at checkout.
How long does order processing take?
Orders are processed within 1–2 business days after payment confirmation. Business days are Monday to Friday, excluding weekends and UK public holidays. Orders placed after 12:00 PM (noon) GMT may be processed the following business day.
Will I receive tracking information?
Yes. All orders include tracking. Once your order is dispatched, you will receive a shipping confirmation email with your tracking number and a link to track your parcel in real time.
My tracking has not updated — is that normal?
Yes, tracking can take up to 24–48 hours to update after dispatch. If there is still no update after this period, please contact us at support@royalprincess.co.uk and we will investigate promptly.
What happens if my delivery fails?
If a delivery cannot be completed due to an incorrect address or failed delivery attempts, the parcel may be returned to our fulfilment centre. We will contact you to arrange redelivery. Please note that additional shipping charges may apply for reshipment where the failure was not due to our error.
Returns & Refunds
What is your return policy?
You have the right to cancel and return your order within 14 calendar days of receiving it, in accordance with the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, subject to eligibility conditions. Full details are available in our Returns & Refunds Policy.
How do I start a return?
Email us at support@royalprincess.co.uk with your order number. We will provide written return instructions and a prepaid return label. Please do not send items back without contacting us first.
Are returns free?
Yes. Returns within the UK are free of charge when using our approved return method. We will provide a prepaid return label once your return request is approved.
When will I receive my refund?
Once your return is received and inspected, refunds are processed within 5–7 business days to your original payment method. You will be notified by email once your refund has been approved.
Do you offer exchanges?
We do not offer direct exchanges. If you would like a different item, please return the original (subject to eligibility) and place a new order on our website.
Faulty, Damaged, or Incorrect Items
My item arrived damaged or incorrect — what should I do?
Please contact us as soon as possible, ideally within 48 hours of delivery, at support@royalprincess.co.uk. Please include:
- Your order number
- Clear photographs of the item and its packaging
We will offer a free replacement or a full refund in line with your rights under the UK Consumer Rights Act 2015.
Payments & Security
Which payment methods do you accept?
Available payment methods are displayed at checkout and may include credit and debit cards, PayPal, Shopify Payments, Klarna, or other supported options.
Is your checkout secure?
Yes. All payments are processed by trusted, PCI DSS-compliant payment providers using secure encryption. We do not store your full card details on our servers.
Will I be charged any hidden fees?
No. All prices include applicable UK taxes and all applicable shipping costs are clearly displayed before you complete your purchase. There are no hidden fees.
Product & Jewellery Care
What materials are your products made from?
Material details are listed on each individual product page. If you have any questions about a specific item before ordering, please contact us at support@royalprincess.co.uk.
How do I care for my jewellery?
To keep your jewellery looking its best, we recommend:
- Avoiding contact with water, perfumes, lotions, and harsh chemicals
- Storing items in a dry place, ideally in the original packaging, when not in use
- Removing jewellery before exercise, swimming, or sleeping
A dedicated care guide may be available on our website or included with your order.
Contact
Royal Princess
76 St Johns Wood High Street
London, NW8 7SH
United Kingdom
Email: support@royalprincess.co.uk
Phone: +44 20 8202 8095
Hours: Monday to Saturday, 09:00 – 18:00 (UK time)
Website: royalprincess.co.uk
Company Number: 12476458