Returns

What do I do if there is a problem with my order?

This is a very rare occurrence, but occasionally things do go wrong. Please send an email to hello@royaloakhealth.co.uk including your customer account code or order number and let us know the details of the problem. We will always do our best to resolve any problems you may have.

What if I want to return the goods?

The team at Royal Oak are confident our products are of the highest quality and want you to be satisfied with them. We’ll always do our best to take care of customers — our philosophy is to deal with you fairly and reasonably.

If, however, you are not entirely satisfied with your purchase, we’re here to help. If you have any problem with the goods we have sent you then please get in touch and we will do our utmost to ensure a quick and efficient resolution to any issues.

We accept returns for unused goods returned in the original packaging and in the same condition that you received them. We should be notified of pending returns and goods should be returned within 14 days of receipt. Please provide the order number and your name & address with the item you are returning. Once the item has been received a full refund will be issued directly into your PayPal account. Please note return postage charges are not refundable.

Can I cancel my order?

Providing you contact us before your order is dispatched, we should be able to cancel your order without a problem. To do this, email us at hello@royaloakhealth.co.uk with your order number and delivery address. If the order is still being processed, we will cancel the order and refund any payment.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at hello@royaloakhealth.co.uk

Sale items (if applicable)

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at hello@royaloakhealth.co.uk and send your item to: 4 Glentworth Street, London, England, NW1 5PGB, United Kingdom.

Shipping

To return your product, you should mail your product to:4 Glentworth Street, London, England, NW1 5PG, United Kingdom

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over £75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.