Frequently Asked Questions

Quick, clear answers about orders, shipping, returns and our products.

Orders

How do I place an order?

Choose your product, select size or variant, click "Add to Cart," then complete checkout with your shipping details and payment. You'll receive an order confirmation email right away.

Can I change or cancel my order?

Yes, if you contact us within 2 hours of placing it at info@royalessencelux.shop. After an order enters fulfillment, changes and cancellations may not be possible.

Can I change my shipping address after ordering?

Email us within 2 hours of ordering with your order number and the correct address. Please double-check your address at checkout: if a package is returned because of an incorrect address, re-shipping fees may apply.

Can I send an order as a gift?

Yes. Enter the recipient's address as the shipping address at checkout. For gift-ready packaging, browse our Gift Ideas and Gift Box Collection, which includes rose gift boxes and curated gift sets.

Will an out-of-stock item be restocked?

Some items are restocked and some are not. Email us with the product name and we'll let you know.

Do you offer wholesale or bulk orders?

Yes. See our Partner page or email us. Bulk and wholesale orders are final sale unless an item is defective.

Shipping & Delivery

Where do you ship?

We ship within the United States and internationally to most countries.

How long does delivery take?

Orders are processed within 1–3 business days (excluding weekends and holidays). After that, delivery takes 3–7 business days within the USA and 7–20 business days internationally, depending on destination and customs.

How much does shipping cost?

Shipping is calculated at checkout based on destination, package weight and size. When we run free-shipping promotions, they are clearly shown on our website.

Which carriers do you use?

DHL, FedEx, UPS and USPS.

How do I track my order?

When your order ships, you'll receive an email with a tracking number. Use it on the carrier's website to follow your delivery.

Will I pay customs duties or import taxes?

For international orders, customs duties and taxes may apply depending on your country. These charges are the customer's responsibility and are not included in our prices or shipping fees.

My order is late, lost, or marked delivered but I don't have it. What do I do?

Email info@royalessencelux.shop with your order number. Delays can happen due to weather, customs or high carrier volume, and we'll help trace your package with the carrier.

Returns, Refunds & Exchanges

What is your return policy?

You have 7 days after receiving your item to request a return. Items must be unworn or unused, in the same condition you received them, with tags, in original packaging, and with proof of purchase. Many categories cannot be returned (see the next question). Full details are in our Refund Policy.

Which items cannot be returned?

The following are non-returnable: health and beauty products (cosmetics, skincare, perfumes, personal care); intimate and hygiene items (lingerie, swimwear, earrings); perishable goods; personalized or custom items; items marked Final Sale; gift cards and digital products; opened or used items; and bulk or wholesale orders (unless defective). Items priced $300 or more can be returned only with approval after inspection and may be partially refunded or denied based on condition.

Can I return a wig?

Wigs follow our standard return rules: request the return within 7 days of delivery, and the wig must be unworn, unaltered (for example, lace that has not been cut), with tags and in its original packaging.

How do I start a return?

Email info@royalessencelux.shop with your order number. If your return is approved, we'll email you a return shipping label and instructions. Items sent back without an approved return request will not be accepted.

How long do refunds take?

After we receive and inspect your return, we'll tell you whether it's approved. Approved refunds are issued to your original payment method within 10 business days; your bank may take extra time to post it. If 15 business days pass after approval, contact us.

Do you offer exchanges?

We don't process direct exchanges. Return the original item, and once the return is approved, place a new order for the item you want.

What if my item arrives damaged, defective, or wrong?

Contact us immediately at info@royalessencelux.shop with your order number and photos of the item and packaging. We'll review it and arrange a replacement or refund.

Do EU customers have extra return rights?

Yes. For orders shipped to the European Union, you can cancel or return within 14 days for any reason. The item must be unused, in original condition and packaging, with tags and proof of purchase.

Payments & Privacy

What payment methods do you accept?

Major credit and debit cards and Shop Pay, plus any other payment options shown at checkout. Payment information is encrypted and processed securely.

How do you use my personal information?

We use your information to process orders, provide support, prevent fraud, and for marketing and advertising, which can include sharing certain data with advertising partners as described in our Privacy Policy. You can opt out of data sharing and targeted advertising on our Your Privacy Choices page, and we honor the Global Privacy Control (GPC) browser signal.

Sizing & Fit

How do I find my size?

Each product page has a size chart. Measure your bust, waist and hips (or foot length for shoes) and compare them to that product's chart. If you're between sizes, we recommend sizing up.

Do your clothes run true to size?

Most styles run true to size. Bodycon and fitted styles can run slightly small, so always check the individual product's size chart.

Do you offer plus sizes?

Yes. Browse our Plus Size Collection for bodysuits, lingerie, underwear and swimwear. Plus-size shoes and two-piece sets are also available across the store.

Products

What types of wigs do you carry?

Human hair wigs (including lace front styles) and synthetic wigs in a range of lengths, colors, densities and textures. Each product page lists the hair type, lace type, length and density.

How do I choose wig length and density?

As a general rule, 130%–150% density suits everyday wear and 180%+ gives a fuller look. Our guide How to Choose a Wig: Density, Lace Type & Length Explained covers it in detail.

How do I care for my wig?

Wash with sulfate-free shampoo, detangle with a wide-tooth comb, store on a wig stand, and use a heat protectant before heat styling. With proper care, human hair wigs can last 1–2 years or more.

Are your skincare products suitable for sensitive skin?

Many are formulated for all skin types. Check each product description for key ingredients, and patch-test before first full use if you have sensitive skin. For a full ingredient list, email us with the product name.

Do you carry nail products?

Yes, including nail care kits and nail polish remover wraps. See our Ultimate Beauty Care Collection.

What should I know about supplements?

Supplement statements have not been evaluated by the U.S. Food and Drug Administration, and these products are not intended to diagnose, treat, cure or prevent any disease. Read the label before use, and consult a healthcare provider first if you are pregnant, nursing, taking medication, have a medical condition, or are under 18.

Will electronics and appliances work in my country?

Check the product description for voltage and plug type before ordering. If you're ordering from outside the US and aren't sure, email us with the product name and your country before you buy.

What if an electronic device doesn't work?

Contact us immediately with your order number, a description of the problem and a photo or video. Defective items are covered under our damages and issues policy.

What are your jewelry pieces made of?

Materials vary by piece and include stainless steel, titanium steel, sterling silver and gold-plated alloys. The exact material is listed on each product page. To help pieces last, keep them away from water, perfume and lotions and store them dry.

How do I know if a kids' or baby product is right for my child's age?

Check the recommended age and size information on the product page. Always supervise young children with toys and small items.

Contact

How do I contact RoyalEssenceLux?

Email info@royalessencelux.shop, call +1 737-437-1221, or use our Contact page. We typically reply within 24 hours on business days. RoyalEssenceLux is based in Austin, Texas, USA.