This policy applies to genuine Royalcraft products sold by Opal Retail. For other ranges, please see our main Ordering & Delivery and Returns & Refunds pages.
Delivery
- Complimentary delivery to UK mainland addresses.
- We can't deliver to Northern Ireland, the Scottish Highlands & Islands, or these postcode areas: BT, IV, KW, PA, PH, AB, IM, TR21–25, GY, JE, HS, ZE, PA60–75, KW15–17, PH42–44, KA27–28.
- Smaller items: typically 3–5 working days.
- Larger items (2-person delivery): typically 5–7 working days. Our courier will contact you by text or email within 2 working days to arrange a delivery date. Please ensure someone is available — missed deliveries may incur a redelivery charge.
- Orders with multiple items may arrive in separate deliveries.
- You'll receive an order confirmation followed by courier tracking updates.
- Delivery may take longer during busy seasonal periods and bank holidays.
Cancellations
Cancellations must be made the same day you order. If your order has already been dispatched, we can't stop it — but you can return it under the policy below.
Returns
- Changed your mind? Return within 28 days of receiving your order.
- Items must be unused, in their original undamaged packaging and resaleable. Missing or badly damaged packaging may prevent a return.
- For unwanted (non-faulty) items, return postage is the customer's responsibility. If we arrange collection, the cost is deducted from your refund.
- Refunds are issued once the item is received back and inspected.
Faulty, damaged or not as described
- Please contact us as soon as possible, and no later than 7 days after delivery.
- Keep the original packaging for at least 30 days and don't assemble the item until we've assessed it. Photos help us put things right quickly.
- We'll arrange a replacement, return or refund at no cost to you for faulty, damaged or incorrect items.
Missing or damaged parts
- Please check all parts before assembling. If anything is missing or damaged, contact us with the product name/code, the part number (if available) and a brief description.
- We hold spare parts for many designs. If a part is unavailable, we'll offer a replacement or a full refund.
Need a hand?
Our UK-based support team is here to help. Email hello@opalretail.co.uk.