At Royal Empire Express, we believe that great service doesn’t end after a purchase — it begins there.
Our customer support policy is designed to ensure that every buyer and seller enjoys a smooth, transparent, and satisfying experience from order placement to delivery and beyond.

We are committed to providing fast responses, clear communication, and effective solutions to every customer query.

1. Our Customer Care Commitment
We aim to deliver top-quality customer assistance across all our communication channels — including live chat, email, and phone support.
Whether you have a question about your order, product details, payment method, or delivery status, our professional support team is always ready to help.

Our goal is to create a seamless online shopping experience that reflects the values of trust, reliability, and satisfaction.

2. Availability & Working Hours
Our customer service team is available 7 days a week, including weekends and public holidays (with limited hours).

• Regular Support Hours: 9:00 AM – 9:00 PM (UAE Time)

• Helpline: +971 504746499

• Email: store@royalempirellc.com

Messages received after working hours are addressed on a priority basis the next business day.

3. Response & Resolution Time
We take every inquiry seriously and aim to respond to all customer queries within 24 hours.
Complex issues, such as refund processing or third-party installment inquiries (e.g., Tabby or Tamara), may require additional verification and could take up to 3–5 business days for complete resolution.

Our support agents are trained to keep you updated throughout the process until your concern is fully resolved.

4. Order Assistance & Tracking
Once your order is placed, you’ll receive an email or SMS confirmation with full tracking details.
If you experience any delay, incorrect shipment, or missing item, our support team will coordinate directly with the logistics partner to resolve it quickly.

We also assist customers with delivery instructions, special requests, or courier rescheduling if needed.

5. Payment & Installment Support
We offer multiple secure payment options, including cash on delivery, credit/debit card, and buy now, pay later options through Tabby and Tamara.
If you face issues during payment processing, failed transactions, or installment plan errors, our technical support will work directly with the respective payment partner to resolve the issue efficiently.

We ensure that your payment data is always handled securely and confidentially.

6. Returns & Refunds Assistance
In case you want to return a product or claim a refund, our support team will guide you through every step of the process.
They will help you initiate a return request, arrange pickup or exchange, and track the refund status until it is completed.

Refunds typically take 5–10 working days to reflect in your account, depending on your bank or installment provider.

7. Technical Support
If you experience technical problems such as login issues, order history errors, or account verification problems, our technical team provides immediate troubleshooting assistance.
We continuously monitor our systems to maintain smooth, secure, and uninterrupted service for all users.

8. Complaint Handling
We take customer feedback seriously.
If you are dissatisfied with any aspect of our service, you can raise a formal complaint by contacting our support email.
Every complaint is reviewed by our Quality Assurance Team, and corrective measures are implemented where necessary to prevent recurrence.

We aim to turn every complaint into an opportunity to serve you better.

9. Seller Support
Our support extends not only to customers but also to our verified sellers.
Sellers can contact our Seller Support Team for assistance with order management, payment settlements, or listing issues.
This helps ensure smooth operations and consistent service standards across the Royal Empire Express platform.

10. Continuous Improvement
At Royal Empire Express, we constantly evaluate and upgrade our support policies, tools, and training programs to deliver the best customer care experience.
We believe that excellent service builds long-term trust — and your satisfaction is the foundation of our success.

Royal Empire Express stands for quality, care, and commitment.
Our support policy ensures that every customer receives personalized attention, quick assistance, and a trustworthy shopping journey — every single time.