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Customer Care > FAQ
 Information on International Purchases Can the items be shipped internationally? Few websites offer international shipping but yes, Royal Selangor is able to ship anywhere in the world and shipping charges are taken care of for purchases over a certain limit. Do take advantage of it. But we cannot deliver to a PO Box address. Can Royal Selangor deliver a gift to someone in a different country from me? Yes, we can. When you have placed your order, just fill in your details at the Billing section and the receiver's details at the Shipping section. But please bear in mind that we cannot deliver to a PO Box address. Your recipient will also receive our invoice meant for customs and duties, with the retail price of the item stated. Currency Used for International Purchases What is the currency used on my purchases? The $ denotes US$ on this website. All other currency signs shown as you access the website are as follows: £ denotes Pound Sterling € denotes Euro Dollar ¥ denotes Japanese Yen AUD denotes Australian Dollars SGD denotes Singapore Dollars RM denotes Malaysian Ringgit RMB denotes China Yuan Renmimbi If you are shipping to a different country, then choose a Shipping Country at the "Select Your Country" box on the top right hand corner of the page. Prices then will be shown for the country that you've selected. Prices and charges used at checkout page are based on prices and charges of the country where items will be shipped to. The shopping cart will automatically pick up the prices of the respective countries upon checkout. How to Place an Order Will Royal Selangor confirm my order by return e-mail? Definitely. When you list your e-mail address on the order form, we'll send you a confirmation message immediately. Can I check the status of my order? Simply click on 'Track my order' and fill in your order number and select your shipping destination. You will also be able to track your order using your consignment number. We will email you your consignment number as soon as we send your items out for delivery. How do I shop? 1. Look for the shopping cart icon at the top corner of any page where you will find all the items. You may also click on the shopping categories of your choice when you access the homepage. 2. Select the items you wish to purchase and click on 'Add to cart'. Then, proceed with the checkout process. 3. At checkout, you may opt for a fast checkout by signing in to your Customer, Corporate or Affiliate Account. 4. Upon completing the shipping and billing details and clicking on the 'Submit' button, you will be presented with our payment partner, Citibank's page. For security reasons, you will be required to key in the last 3 digits found behind your credit card for authentication. 5. A pop-up screen by Visa or Mastercard may follow suit requesting for your pin number. These are security features placed by your bank. Once completing the payment procedures, your invoice will be shown on screen. Please print this as your copy. Upon completion of these payment details, your secured order form will reach us complete and we are able to process your order immediately. Payment Options and Information How do I pay for my online purchase? By credit card. We accept both Visa and Mastercard. We do accept telegraphic transfers, bank drafts, American Express charge cards and local cheques for large Corporate Orders. Please e-mail our Customer Services for any of these payment methods. Payment using e-gift certificates How do I use my e-gift certificate / e-voucher? Here is a step by step guide on how to use your e-gift certificates: 1. Sign in to our website. You must already have an account with us for us to store your e-gift certificate. 2. Next, click on 'Your e-Gift Certificates'. Your e-gift certificate's value and expiry date will be shown on screen. 3. Click on the 'Activate' button beside your e-Gift Certificate. If you have more than one e-Gift Certificate, you may choose to use either one. Only one e-gift certificate can be used per order. 4. Your e-Gift Certificate amount will be shown on the shopping cart at the top right hand corner of every page. You may continue to shop and the amount will be deducted off at Checkout. 5. If there is any balance on your e-gift certificate, you may re-use it again on your next visit. Please follow through the process and activate your e-gift certificate every time you sign on. Please note the expiry date. Delivery Times and Shipping Information How long will it be until I receive my pewter? You should be receiving your pewter within one week from when you placed your order. Please be reminded that delays in delivery may be caused by sending your item to an address without a recipient present. It is always our recommendation to send your item to an office address. Gosh, shipping is going to cost me an arm and a leg! Surprisingly not. If your total order is below US$100, we'll charge you a flat rate of US$10 for freight. If your total order is above US$100, freight is free! We'll ship your order anywhere around the world. For shipping charges to other countries, please click here. Which shipping services does Royal Selangor use? For online shop orders, we use either FedEx, DHL or UPS. Information on Duties and Taxes Do I have to pay for duties and taxes and how do I pay them? The prices of our products do not include taxes and duties or any other additional charges (VAT, GST etc) incurred at the destination's country except for Europe, Australia, China, Hong Kong, Macau, Japan and Singapore. Prices shown for these countries are tax inclusive. The payment for duties and taxes for all other countries will be billed on behalf by our courier partners upon delivery of the parcels. This arrangement is as such due to the vast difference between each nation's tax and import laws, which we do not have control of. If you are unsure of the implications, please feel free to contact us or your nation's Tax and Customs Department. Product Guarantees / Satisfaction Guarantees What is Royal Selangor's return policy? If you are not completely satisfied with your purchase, just send it back to us within 14-days from date of receipt. You will be credited your refund less shipping and any related duties and taxes. Site Security How secure will my information be on the Royal Selangor website? Don't worry, all data is kept in our firewall protected servers. All e-mails sent to us are encrypted to ensure maximum security. That means that no one else can read what's inside. On top of that, when you send us your payment details, it is encrypted with SSL-128 bit as security during transmission and is sent directly to our merchant bank, not to us. We don't keep any payment details. You can relax because ordering on the Royal Selangor Online Shop is fast, simple and secure. Back To Top |
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