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FAQs

Shipping and Delivery

What is pre-order?

We get it - you guys can’t get enough of the pet sofas, literally! Sometimes when our sofas start selling like hotcakes, unfortunately we can completely sell out before our next round of stock reaches our fulfilment centre. If this happens, we will put those models up for pre-order before they’ve arrived. We know what date our stock is due to arrive, so this is the date in brackets next to the product name. All orders will then be shipped out to our customers on that specified date. This allows our customers to reserve their favorite sofa and ensure they get their hands on the sofa of their pet's dreams.

How does shipping and delivery work?

You’ve made an order, the sun is shining and an angelic choir is singing in the background knowing your pet sofa is on its way - now what?

Once an order is placed, our team will carefully collect your selected sofa from the clouds and package it with hugs and love for your adorable pet, so please allow up to 72 hours for our team to pick and pack your order. All orders are sent when all items are ready in full - this means that if you have a pre-order item in your order, all items will wait until that latest item is available and then will be sent out at the same time.

Each sofa contains too much love to put in one parcel so you may get multiple sofas packages from our different fulfilment locations across Europe. Not to worry though, they will still be sent at the same time.

Your Sofa will then gently be sent via the Royal Stork (or European Post, if the storks are unavailable), and then it should be safely in your patiently waiting hands within **2-9 business days.

As soon as your order is sent you will receive a shipping confirmation email from us complete with a tracking number so you can follow this magical journey.

Although we require a signature on delivery, due to current COVID-19 limitations this is at the discretion of the European Post delivery driver and they may leave your package in a safe place, or take it to your nearest post office if you are not home.

*Please note: We send via signature required post to ensure safe delivery - if you opt for ‘Safe Drop’ yourself, we are not responsible for the package in the rare case it is missing or stolen.

**Please note: all shipping timeframes are from the advertised date of dispatch. Should your item have a pre-order date (advised next to the product name in brackets), this is the date of dispatch. The delivery timeframe starts from the pre-order date it ships on. If there’s no date next to the product name, you’re in luck - it’s ready to go!

How much do I pay for shipping?

If you’re located in Europe, not a cent! We send out all orders via free standard shipping by Post. The Post Office quotes us 2-8 business days for this delivery service after your order has been picked and packed.

How do I track my order?

Yay, time to celebrate – it’s on its way! After we pass your order to The Post Office, we will send you a shipping confirmation email which will have a ‘Track Order’ button. This will take you directly to the Post site so you can follow the live tracking updates!

Haven’t received your shipping confirmation email yet? Your order may be on pre-order, as confirmed on the website at time of purchase. Be sure to check your original order confirmation, you won’t receive a shipping confirmation email until that pre-order date.

What is insured shipping?

Although we try our very best, sometimes mistakes happen. Should your package have a delivery issue (such as being lost or missing from delivery), we can lodge an enquiry to follow up on your package and find out what’s happened. If your item has been confirmed as lost or stolen, we will send out a replacement straightaway. 

Help, I think my order is lost/hasn’t been delivered?

Think your order might be lost in transit? Although The European Post quote us 2-8 business days for delivery, sometimes life happens and they aren’t able to deliver within this timeframe. When this is the case, your tracking number may update to advise of a ‘delayed’ delivery date.

If your item still hasn’t been delivered within 12 days, please contact us and we can launch an investigation with the Postal Office.

*Please note: Once we pass your sofa order to the Post, your package is with a different provider. We completely understand delays are frustrating, however once your order is with the courier, any issues need to be investigated by the European Post. We are able to contact them on your behalf to resolve any issues. Please be assured, we will always do our best to get the issue sorted as quickly as possible for you.

Can I change my shipping address?

Not being sent to the right address? We can absolutely help change this for you! Provided your order has not shipped, please send us the new details and we can change this over for you.

If your order has been shipped, don’t panic! You can still redirect it via the Post tracking link we provide on your shipping confirmation email.

*Please note: We can only send your order to the address you provide on your order - if you have provided an incorrect address, and the package is delivered there, we are unable to retrieve it so please check your address carefully!

Are there any custom/import fees?

All of our sofas are shipped right here in Europe, out of our distribution centres. This means there’s no need to stress about any customs fees, as it’s shipping from your own backyard.

Product Questions

Fabrications

Quality and comfort are built into every pet sofa we manufacture. It all starts with the foundation -- we use only furniture-grade wood and the finest construction methods. We have developed a unique cushioning system, creating a special blend of high-loft, milled foam and durable poly fill to ensure both comfort and long lasting performance. The inner cushion covers are made from a non-woven, heavy-weight material for added protection. And our finishing touches - the outer cushion covers and furniture detailing – are meticulously designed to complement the décor of any home. All beds are easy to clean and care for, and meet or exceed safety standards. See below for more details.


Outer cushion cover & surfaces

Royalty Friends utilizes three primary substrate covers for all furniture products:

-Ultra-Plush fabric - Soft, long hair, polyester, micro-velvet blend

-Faux-suede fabric - Short, micro-fiber composition

-Faux-leather fabric - Easy clean, semi-polyurethane material

-All cushion covers are furniture-grade quality for long lasting durability

-Removable cushion covers have been tested to be spot cleaned or machine washable, using cold water and delicate, tumble dry

-Polyurethane covers have been tested and are within the safe standards as required for Phthalates

-All wood and other surfaces have been tested and are lead free


Inner cushion cover

-The inner cushion cover is a heavy weight, non-woven polyester blend and is designed for long lasting performance


Cushions, foam & fill

-Our cushions are filled with comfort blend, milled foam and poly fill

-The minimum fill weight is 11oz of high-loft milled foam

-Specially selected from our exclusive factory, our comfort blend has proven to be more durable and longer lasting than pure poly fill

-Where poly filled beds require baffles to secure the fill in place, our high-loft milled foam won’t stray or separate after extended use


Closures

-Royalty Friends uses quality zippers on all cushions for snag-free and long lasting performance


Furniture foundation

-All our furniture products use furniture-grade construction methods

-Choice hard and soft woods provide a long lasting, durable frame foundation

Testing and compliance

-Royalty Friends employs stringent testing standards as recommended by our testing facility

-Polyurethane covers have been tested to be within the safe standards as required for Phthalates (DBP, DINP, BBP, DEHP, DNOP,DIDP, DnHP)

-All surfaces have been tested to be lead free

-The gel-core formulation is polyurethane based and has been tested to be non-toxic, lead free and free of heavy metals

Warranty

What is covered by the Royalty Friends Warranty? Manufacturer’s defects caused by poor craftsmanship or defective hardware or materials when purchased through authorized dealers or on our website.


What is not covered by the Royalty Friends Warranty? All products are warrantied against manufacturing defects when purchased through an authorized dealer or on our website. If your Royalty Friends product is damaged in the course of normal wear and tear, you may not qualify for our warranty replacement. Products damaged while being used in an unintended way are not covered by the lifetime warranty.


How does the Royalty Friends Warranty work? Contact us at info@royaltyfriends.com and send pictures showing the defect and we’ll take a look. If the claim meets our guidelines, we will send you a replacement part or product free of charge.

Quality

Royalty Friends prides itself in making superior quality products. There’s nothing more frustrating than buying a product that breaks. If, during your product’s lifetime it does not function as it should due to a manufacturing defect, we will replace your product free of charge. Hassle and worry free!


Please email us at info@royaltyfriends.com to get started.

Returns and Exchanges

Do you have a returns policy?

Return services may be delayed as a result of COVID-19 safety measures.

We want you to feel like the sofa is the perfect match for your home. If it’s not the right fit, we’ll help you get it sorted and have you on your way.

You can return all of our products for a refund or store credit within 30 days of delivery. Return shipping costs apply, and the item must be in its original condition and packaging to be accepted.

We offer pre-paid return label service for a fee that will be deducted from your refund: 

FREE – items €200 and under  /  €24.00 – items over €200

 

To start a return, visit Submit Replacement Request

How long do I have to return my Sofa?

We know the drill – you’ve been needing to return it, but life gets in the way. We are happy to help you return that one, and offer a 30 day return period for you to make that tough decision! Please refer to our returns policy for more information.

Can I return my order for a refund?

Sadly, we know that sometimes the Sofa is just not quite the right fit for some people. You can certainly return your Sofa to us for a full refund, provided it is returned within 30 days.

*Please note: all Sofas must be returned in as new condition.

Can I exchange my order for a different product?

Another pattern caught your eye? It happens – trust us, our sofa collection are full of them! You can certainly return your sofa to us for an exchange to a new pattern, provided it is returned within 30 days.

*Please note: all sofas must be returned in as new condition.

How long does it take for my return/exchange to be processed?

We are working hard behind the scenes to get the pet sofas in and out of our fulfilment centres. We strongly encourage that you send through a photo of your receipt from the post office as proof your return has been lodged. As soon as we have this information, we can action either your exchange or refund immediately! If you forget to grab this receipt, we will just need to wait until that one gets back to our warehouse before we can go ahead.

How long does it take for my refund to be processed?

We’re sad to see you go! Should you receive a refund for your order, you will receive an email confirming this has been processed from our end. From there, it will take 2-5 business days to process into your account, depending on your bank. If it takes any longer than this, we would recommend contacting your bank or merchant directly.

Payment

How secure is your payment?

All jokes and puns aside - your privacy and security is our highest priority. We use Stripe which is an extremely secure and highly encrypted system designed to protect customers and also hold merchants accountable.

What payment types do you offer?

We accept the good old-fashioned methods of payment, such as credit cards (Visa/Mastercard/American Express) as well as debit cards that can be used for online transactions. If you’re a bit more tech-savvy, we offer ApplePay too!

How do I use a discount code?

Woo, it’s on sale - so you’re basically saving money (at least, that’s what we tell ourselves when something is on sale).Discount Codes are automatically applied unless you have a unique discount code, this can be applied during checkout.

*Please note: Only one discount code can be used per order. If you are purchasing multiple bundles and discounts, we suggest placing separate orders. Strikethrough prices may consider the discount code mentioned in the description. Please check email offers for which items the code is applicable for (eg. single Sofa orders only).

I forgot to use my discount code!

Made your Royalty Friends purchase, and as the payment was loading you realised with horror you hadn’t added your discount? Never fear, that opportunity hasn’t slipped away! Simply email our lovely Royalty Friends team at info@royaltyfriends.com and they will be happy to help correct this for you.

Contact Us

I have an issue with my order, what can I do?

Something not quite right with your order? Don’t worry, our team is ready to spring into action! Please contact us to advise of the issue, and to help resolve things quickly we request you include photos so we can help identify what has happened.

I need to cancel or change my order?

These things happen! Please email us immediately with the subject line CHANGE or CANCEL and we will do our absolute best to carry out your request. If it has already been dispatched from our fulfilment partner you will need to go through our returns process.

As we do our best to get your orders out to you as soon as we can, occasionally an order will be processed before the team has a chance to change it. We cannot guarantee a change of order after the order is placed so please select your items carefully.

How do I contact you?

Gone are the days of carrier pigeons and smoke signals – emailing us is the way to go! 

Our email contact is info@royaltyfriends.com. This also allows us to keep a paper trail for your issue so we can help you as best we can. We answer emails from Melbourne to Malta, so we can sometimes have some slight delays in response time. We’re only human, so please be patient and we are working as quickly as possible to get back to you. We promise we won’t leave you on ‘read’!

How do I provide feedback?

We always strive to be the best so we love hearing your thoughts. We also love hearing your beautiful sofa stories, as it warms our hearts to see our sofas being so well loved by your babies out in the big wide world. Should you have any feedback for us, please feel free to email us at info@royaltyfriends.com.