FAQ
ORDERS
What currency are your prices in?
All prices are charged in CAD Dollars. The currency will convert back to CAD once you are in the checkout.
I want to make a change to my order, what can I do?
Please email our Customer Care team as soon as possible, if your order has not been packed for shipping we may be able to make changes to your order however, if it’s too late – sorry, it’s too late!
I want to cancel my order, what can I do?
Once an order has been placed we are unable to cancel it.
I forgot to enter a discount code, can you add it in?
Once an order has been made we cannot add/amend discount codes or refund partial amounts. Good news is you can always use it next time.
I’ve entered my shipping address wrong – how can I change it?
Please contact Customer Care right away, if your order hasn’t been shipped we can change your shipping label.
What is the status of my order?
All items take 5-7 business days to package and dispatch.
Once your item has been shipped please allow up to 24 hours for the shipping confirmation email. You can track your parcel via the link and follow it’s delivery. If you need a further update or if there is an issue with your tracking please contact Customer Care.
If you have any further questions about the status of your order please email Customer Care via connect.archivejapan@gmail.com
DELIVERY
Do you ship to my country?
We offer international shipping in most countries!
Where do you ship from?
We ship from our multiple fulfillment facilities overseas.
I’ve entered my shipping address wrong – how can I change it?
Please contact Customer Care right away, if your order hasn’t been shipped we can change your shipping label.
How much are shipping costs?
We offer FREE SHIPPING on all orders over 100 CAD!
When will I receive my order?
Orders can take between 5-7 business days to process before shipping out to your destination.
Is there any delivery guarantees?
Yes. If 60 days have gone by with no updates from the provided tracking, please email us connect.archivejapan@gmail.com with your order number. We will fully refund your purchase. This is not applicable to incorrect addresses/changed addresses.
RETURNS
What is your returns policy?
We accept items that are in their original and sealed condition and we will provide you a refund upon the return of your item. A return can only be made if the item you receive does not match the item you ordered, or if the item arrives faulty or damaged.
All returns must be requested within 14 days of receiving your item.
Archive Japan checks returned items thoroughly to identify potential misuse or abuse of our return policy. We reserve the right to refuse any returns.
Do you offer refunds?
We do not offer refunds unless the item is deemed faulty by our Returns Team or if the item you receive is not the item you ordered.
What if I need to exchange something for a different size or?
Sorry, we are unable to process exchanges due to the fast turnover of our stock. If you would like to exchange something for a different size or style, please return the original item(s) and use your store credit to reorder.
I think my item is faulty what do I do?
If you believe you have received a faulty item please email connect.archivejapan@gmail.com right away with images and our quality check team will need to discuss whether your order is eligible for a refund.
How do I arrange a return?
To arrange a return please email our Returns Team via connect.archivejapan@gmail.com, they will email you a returns form that is needed to identify all returned items.
SIZING
What size should I order?
There are size charts on each product depending on the garment you are viewing. We recommend you to double check the size charts on each of the products prior to purchasing as sizing is unique on each item. If you are between two sizes, we recommend you to size up!
Please note that all items are measured manually so they may be 1-3 cm off.
My item does not fit. What should I do?
Unfortunately, we do not offer free exchanges/refunds if the item does not fit. You can contact us at connect.archivejapan@gmail.com and we will offer a low cost alternative. We provide measurement charts for you to compare your size with.
How can I wash the items?
Please hand wash and air dry all Archive Japan's apparel. Use the laundry machine on gentle mode at your own caution. Do not put items in the dryer.
What is the best way to contact you?
Emailing us at connect.archivejapan@gmail.com is the best way to contact us! We will get back to you as soon as we can.