FAQ

01) Is payment on your site secure?

Payments made on this site are secured by Shopify, an e-commerce platform that ensures an optimal shopping experience for our customers. What's more, all the banking information you give us does not pass through our servers, but is communicated directly to this third-party service specializing in online payments. Shopify is one of the world's Visa-compliant service providers and is on Mastercard's list of service platforms.

02) Has my order been processed?

When your order is validated, you will receive a confirmation with your order number by e-mail.

I haven't received a confirmation email for my order. What should I do?

First, we invite you to check whether a bank withdrawal has been made. It is possible that the payment was not successful and that your order has not been validated. If your account has been debited, we advise you to check your spam folder, as our email may have been filtered there. If you still haven't received an email, there may be an error in your email address. In this case, please write to us at support@realandroots.com so that we can check and resend your confirmation email.

03) When will my order be shipped?

Your parcel will be dispatched within 24 to 48 working hours after validation of your order. If you place your order at the weekend or on a public holiday, your products will be dispatched within the next two working days.

Has my order been shipped?

Once your order has been dispatched, you will receive an e-mail with a tracking number, enabling you to check the delivery status on the chosen carrier's website.

How can I track my order?

Once your parcel has been shipped and picked up by the carrier, you will receive a shipment confirmation email from us. In this e-mail you will find your tracking number and the summary of your order, which will enable you to track your parcel on the website of the carrier you have chosen.

Can I buy a product that's out of stock?

When a product is out of stock, you cannot buy a pre-order product. However, you can sign up for a Back in Stock Alert, and you'll be notified by e-mail as soon as the product you want to buy is available again.

04) Can I change my delivery address or method once I've placed my order?

If you wish to change the delivery address for your order, please email us at support@realandroots.com as soon as you receive your order confirmation. If your order has not yet been processed, we will be able to change it. Otherwise, our customer service team will work with you to find the most suitable solution so that you can receive your order in the best possible conditions.

Can I cancel my order once I've placed it?

We can only cancel your order if it has not yet been processed. Please email us as soon as possible at support@realandroots.com so that we can take your request into account.

My parcel is being returned to sender. What happens now?

If the address you provided is incomplete, or if the package was damaged during shipping, it may be automatically returned to us. In this case, please contact us at support@realandroots.com, providing your full address if necessary, so that we can send you a new package as soon as possible.

I have another problem with my order

If you encounter a problem with your order, please have your order number ready and contact us at support@realandroots.com. Our customer service team will assist you in finding a suitable solution.