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Here at Royalefam, you will find most of our products to be made or based on the D.I.Y process. We started out back in 2003 customizing on sneakers and clothing. This is the root of our craft. Over the years, we have successfully produced more than a thousand sneakers and counting making us the best at our own niche. Our products are special, exclusive and premium. Hence, before purchasing you might encounter some questions. Hopefully after reading this FAQ page, all your doubts will be cleared and it will help making a decision easier. |
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What is your policy on returns/exchanges and refunds? top If an incorrect order has been sent, or if you are not satisfied with the condition of your purchase and can provide proof of damage, we will gladly conduct an exchange and provide coverage of return shipping for the correct item provided the shoes have not been worn.
All goods have been quality checked prior to shipping. Royalefam.com will only exchange or refund goods or funds only if there is proof that the damage and/or defect occurred whilst the goods were in transit. Royalefam.com does not accept or resume any responsibility for loss of or damage to returned goods whilst in transit from the customer.
We give full monetary refunds only for exceptional situations on a case-by-case basis. |
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What forms of payment do you accept? top Our online store accepts Paypal, which also accepts credit card payments from Mastercard and Visa.
Please note that you can still use your credit card to make payment on the Paypal website even if you do not have a Paypal account.
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What happens after I place my order? top 1. Upon placing your order you will receive an e-mail confirmation.
2. One of our customer service representatives reviews your order to make sure your information is correct and that all the items you've requested are available for immediate shipment.
3. We start the customization process. Every pair is made fresh once an order comes in, so it might take up to 3 weeks for us to finish your shoes as everything is done by hand.
4. We pack your items and ship them.
5. Once your parcel has been sent, we e-mail you the tracking information of your parcel. |
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How long will it take before my order is processed, shipped and for me to receive it? top Shoes are shipped by Royalefam.com directly from Singapore. You are given 2 shipping options, Standard airmail and Express (EMS).
Royalefam.com will endeavour to process your order within 2-4 business days after the binding contract is formed. You will be notified of the status of your order as soon as the payment has been received and the goods are dispatched.
Shipping and delivery times vary depending on the carrier selected. Royalefam.com does not guarantee any delivery times, however, can provide the following estimates, to be considered as a guideline:
· ASIA - Standard airmail: (4-15) business days / Express (EMS): 1-4 business days
· EU / UK - Standard airmail: 7-15 business days / Express (EMS): 3-5 business days
· US / CANADA - Standard airmail: 7-15 business days / Express (EMS): 3-5 business days
If you are not at home to receive your parcel it will be directed to your local post office. Do check with them if you have not received your goods after 15 days.
In the unlikely event your package does not arrive after 45 business days, we will take action to trace the delivery, and if deemed lost, Royalefam.com will gladly arrange for replacement of the good(s) with another comparable product(s).
Royalefam.com will not be held responsible for any delay or failure to comply with our contractual obligations with the conditions described in these terms and conditions, if the delay or failure of delivery has arisen from circumstances or causes beyond our reasonable control.
We offer free domestic shipping within Singapore for all orders of custom shoes. |
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Do you double-box the shoes? top Yes, we double-box all shoes to protect the shoes as well as their specially labeled shoe boxes. |
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How can I ask a question about something else? top If you can't find an answer to your question here, then please use our Contact Form. We will reply you within 3 working days. Alternatively, you can also email us at: info@royalefam.com |
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The design I was eyeing is not on the website anymore! Can I request for it to be specially re-produced for me? top We release new designs seasonally, so we don’t keep the same models on our website for more than half a year.
Upon special request we can re-produce recent models, subject to material availability.
But we generally do not reproduce models that are more than a year old, as we like to keep our designs as exclusive as possible. What we can do is to create an ‘inspired’ design based on the model you want, usually using a different base shoe as the base shoes for older models are likely to be sold out and unavailable. |
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How much will it cost to re-produce a past design? top We charge an additional $100 on top of the original price of the model to reproduce them individually. |
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Can I request for a pair of specially-designed private custom sneakers made exclusively for me? top Yes, you certainly can. Over the years we have developed hundreds of different styles for you to choose from. You can search "SBTG" in google images for many pages of our products. We are currently working on creating our archives.
Just drop us an email and tell us what you want. We aim to make your dreams come true! |
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How do I go about ordering a pair of specially-designed private customs for myself? top Simply use the Contact Form and tell us what you want, or email us at: info@royalefam.com |
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What’s the process for ordering a pair of specially-designed private customs? top - First you email us with your design brief (If you have a specific idea of what you would like, please send us reference pictures)
- We collect a $200 Non-refundable deposit for the design team to start working on your design. This includes a digital mock-up so you have a clear picture of your design, and changes.
- Once you are satisfied with the design, then we invoice the final price quotation based on the materials used and production difficulty.
- You make payment for the balance and we start producing your shoes.
- Once they are ready, we ship them to you and email you with a tracking number for your parcel. |
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It is hard to visualize how my shoe design will look, will you provide me with a digital mock-up? top Yes, we will. However we need your commitment by sending us a US$200 deposit before we can do so. Customers are urged to finalize their designs after 2 changes.
The deposit will be considered as forfeited if the balance is not paid after 60days. |
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How much will a pair exclusive private customs cost me? top Our charges start at $800 and above for individual private custom orders, depending on the materials used and the complexity involved in producing the shoe. The price includes a digital mock-up, design changes, and the final product and packaging. |
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I really want my shoes to be made with a certain base shoe that you don't have, can I send it to you for production? top Yes, you certainly can but they must be brand new! Please note that we will only offset the cost of the shoes. All shipping charges will be borne by you. |
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How are your shoes sized? top We use the standard US sizing. (Eg, when we say size 8, we mean US size 8 = UK size 7 = European size 42) |
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How durable are the shoes? top Our shoes are customized using the best industrial materials in the market. Our paints colors are meant for leather and are all individually custom formulated to provide the best strength and durability for your daily wear.
The paint surface is water resistant and will not run even if you get caught in the rain. It is recommended that the user avoids contact activities like sports or skateboarding unless specified for better mileage.
In summary, our shoes are at least 90% as durable as factory stocks. |
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Cookies top A cookie is a small removable data file that is stored by your web browser on your computer. Cookies allow you to place an order on our website and allow us to enhance and personalize your online browsing and shopping experience.
For example, we use cookies to:
Remember the items in your Shopping Cart
Recognize you when you return to our website
Enable you to use Express Checkout
Analyze visitor behavior
You can choose to have your computer warn you each time a cookie is being sent or you can choose to turn off all cookies. You do this through your browser (like Netscape Navigator or Internet Explorer) settings. Each browser is a little different, so look at your browser Help menu to learn the correct way to modify your cookie settings. If you turn cookies off, you won't have access to many features that make your site experience more efficient and some of our services will not function properly. |
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Royalefam's Online Privacy Policy top All the information you provide to Royalefam.com including your email address, delivery address and credit card details are strictly private and confidential. Royalefam.com will not sell, rent, or disclose any of your personal details and information to any third parties without your prior express written consent.
For questions or concerns, please email us at info@royalefam.com |
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What’s the difference between Royalefam and SBTG? top Royalefam is the design company behind the SBTG is the brand of custom sneakers. Refer to the ‘About Us’ link for the full story. |
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