Shipping policy
ORDERING
How do I place an order?
1. Click the "Add to cart" button on the product details page to add the product to your cart. If you want to change or remove products, click on the shopping bag icon on the upper right-hand corner to view your shopping cart.
2. Then click the "Check out". You can order with an existing Royal SiO2 account, register for Royal SiO2 account or as a guest without registering.
3. Enter your shipping details, then choose shipping and payment method and billing address. Then click the "Review order" and review all order details and change them if necessary.
4. Then complete your order with secured payment by clicking "Complete order".
5. Once your payment is complete, you’ll see a summary of your order and we’ll email you an order confirmation.
What if the price changes after I have ordered?
We’re always updating our products and prices. Therefore, even if the price changes, you will still be charged the amount that was valid when you placed your order.
Can I remove products after placing an order?
Unfortunately, we’re unable to add or remove products once an order has gone through.
Can I change the shipping or billing address after placing an order?
Shipping or billing address corrections can be made with our Customer Service.
Can I cancel my order?
We have an automated system that prepares your products for shipping as soon as payment has been authorized. However, if you do need to cancel your order, please contact Customer Service. Kindly have your order number ready (located in the order receipt and confirmation emails). If you are unable to cancel your order, there’s a 14-day return period. For more information about returns, please go to “Returns and Refunds” section.
The right of withdrawal does not apply if the buyer is a legal person.
Are there any extra costs (taxes, duties, customers etc) I have to pay in addition to the prices shown on your website?
After choosing the country of delivery on the cart page, you’ll see your final prices.
If your order is placed within the European Union, the price of the Product will be displayed including VAT or applicable taxes in the member state.
For the sale of used goods, a special VAT margin scheme is applied in accordance with the European Union Council Directive 2006/112/EC, Article 313.
For the sale of new goods, standard Estonian VAT applies, provided that the total value of such distance sales within the European Union does not exceed the annual threshold of 10,000 EUR in accordance with Article 59c of Council Directive 2006/112/EC. If the threshold is exceeded, VAT rates of the destination member state will apply.
If your order is placed from outside the European Union, the product price will be displayed excluding VAT. Your order may be subject to customs duties, import fees, taxes, and other charges, which is paid by the recipient of the goods or the buyer. You do agree and acknowledge that full payment of such fees, taxes or charges may be required for releasing the ordered Products from customs on arrival. The Seller will not determine or collect the above-mentioned fees, taxes or charges. Please contact your local customs office for more information.
Product prices do not include delivery charges and handling charges, which shall be calculated and advised to you separately at the Webstore checkout before you place your order.
Our Webstore supports currency € (Euro). We are not responsible for the exchange rate at which a bank charges its customer, or for any additional charges it makes.
PAYMENTS
Which payment options are available?
We accept following payment methods:
VISA, Mastercard, Maestro, American Express, Bancontact, Union Pay, Klarna, Google Pay, Apple Pay, Shop Pay
Where can I use my gift card?
You can use gift card in the Royal SiO2 web store. Add your gift card in the payment section.
Why won’t my payment go through?
If your payment is unsuccessful, please check the following:
- Did you enter your card and billing details correctly?
- Did you enter a complete and valid delivery and billing address? Kindly note, we can’t deliver to a PO Box.
- Did you enter the correct card type, card number, issue number, expiry date, valid from/to date, and CVV security code (the three-digit number on the back of your card)?
If the problem persists, please contact your bank.
How do I know my details are safe?
We comply with data protection and privacy laws and take measures to make sure that all the information you give us, including your credit or debit card details, remain private and secure.
All the information you provide is encrypted using the SSL protocol and can’t be detected, intercepted or used by third parties. Our system doesn’t store any credit card data you provide to purchase our products.
For more information on how we collect and process your information, view our Privacy Policy.
DELIVERY
Where do you deliver?
We deliver to Europe, Africa, America, Asia and Oceania. Please select the correct country by using the list of countries in the footer of the web store.
Where you don`t deliver?
We are not able to deliver to the following: PO Box addresses, hotels, hostels or army barracks.
We do not deliver to the following territories, which do not apply EU Value Added Tax regime: In Germany, Büsingen und Helgoland, in Italy Livigno and Campione d’Italia, and in Spain the Canary Islands, Ceuta and Melilla. We do not deliver to Svalbard or Madeira.
Exceptions in postal traffic
Transport connections are currently cut off to the following countries: Afghanistan, Bahamas, Belarus, Bhutan, Brunei, East Timor, El Salvador, Honduras, Laos, Libya, Nicaragua, North Korea, Russia, Solomon Islands, Syria, Turkmenistan, Trinidad and Tobago, and Yemen.
How long will my delivery take and what does it cost?
Handling time: 1 business day (excluding weekends and public holidays).
Delivery in European Union with Express Mail Service (EMS) is 3 to 5 business days.
Delivery outside European Union with Express Mail Service (EMS) is 5 to 8 business days.
Please note that deliveries to remote locations can take 1-2 days longer.
The delivery fee is calculated based on the shipping destination and the weight of the goods, the final fee is calculated on the "Check out" page.
What happens if I’m not there to receive my delivery?
Deliveries are made during business hours from Monday to Friday, excluding public holidays.
If your package cannot be delivered, it will be returned to us. As we can’t re-dispatch orders that have been returned to us as undeliverable or uncollected, we will consider your order cancelled (even in the absence of your formal cancellation) and we will issue you a refund - see our Returns and Refunds policy.
Please note that for any returns of orders only product price paid in Webstore will be refunded, and the Seller will not refund any taxes, charges or other fees applied to the order by your country of residence, customs or authorities.