Special Christmas FAQ 🎄

When can I place a Christmas order?

All Christmas orders must be placed by December 13 inclusive to guarantee on-time shipment.

Please note: This date does not apply to Click & Collect orders.

What happens if my relay point is unavailable or is not the same one when my order is delivered?

During the festive season, relay points can be overloaded. If the relay point you have selected is not available, your parcel will be redirected to a nearby relay point with space. You will receive notification of the new address.

Is customer service available at weekends?

During this period, customer service and WEB calls are closed at weekends. However, you can contact us during the week, and we'll do our best to respond quickly to your requests.

Until when can I make a return?

For greater flexibility during the holiday season, web returns are extended until the end of January. This gives you plenty of time to manage your returns after the holidays.

FAQ

How to track my order?

Once your order is treated, it is processed by the carrier who will send you a tracking code which will allow you to know where your package is.

How can I know if my order has been sent?

From the moment we receive your order to the moment it is sent, we inform you by email of your order status. You can also check it at any time in your personal account.

If I change my mind, can I cancel my order?

If you change your mind before your order is sent we can cancel it. To do this, you simply have to contact us at this email address: shop@royalcheese.com.

If you order has already been sent, you have to return the goods within 14 days of receipt in their original package with the completed return voucher found inside in your package.

What payment methods do you accept?

In order to pay, you can choose between your PayPal account or your credit card. We accept all major cards.

Why do I have extra fees when I pay with Alma? 

When you choose to pay in installments with Alma's payment solution, transaction fees apply, which we share with you so that you have as little fees as possible.

I am not able to complete my order?

If you encounter any problem to complete your order, do not hesitate to contact us by email: shop@royalcheese.com or you can call us: 01 48 04 53 51. We will be pleased to answer you and find a solution together.

One item in my order is not available, what can I do?

Due to occasional synchronization problems, some of the items you selected may not be available. If so, we offer you a free exchange or the return of your order.

I live outside the European Union, do I benefit from the free tax?

If you live outside the European Union, you are granted the 20% tax. It is calculated automatically when you select your country and check out.

How can I be reimbursed?

If you are not satisfied with the items you received, you simply have to return them to this address: 113 rue de Turenne, 75003 PARIS France. Please tick the “Remboursement” mention on the slip found in your package.

Caution: please allow 5 to 10 days before the money shows up on your account.

Any further questions?

If you can't find your answer here, please don't hesitate to contact us via our online contact form.