Customer satisfaction is one of our priorities.

To ensure a clear and smooth experience, all return and exchange requests are handled manually by our Customer Care team.

Before requesting a return or an exchange, please carefully review our Refund Policy:
https://thearchivia.com/en-en/policies/refund-policy

HOW TO REQUEST A RETURN OR EXCHANGE

To request a return or an exchange, please contact our Customer Care team by e-mail or WhatsApp.

Please include the following information in your request:

• order number;
• e-mail address used for the purchase;
• item you wish to return or exchange;
• reason for the request;
• in case of an exchange, the new size, model or item requested.

Our Customer Care team will review your request and provide you with the necessary instructions.

Please do not send back any item before receiving confirmation and instructions from our Customer Care team.

EXCHANGES

If you wish to exchange one or more items for a different size, model or available product, please contact Customer Care.

The shipping cost for exchanges is free.

If the new item has a higher value than the returned item, you may be required to pay the price difference before the exchange is processed.

If the new item has a lower value, any difference may be refunded or issued as store credit, where applicable.

Once the returned item has been received, it will undergo a quality check. If the item meets the required conditions, we will proceed with the exchange and ship the replacement item.

RETURNS

If you wish to return one or more items, please contact Customer Care.
The return shipping cost is at the customer’s expense and may vary depending on the shipping country.

Once your request has been reviewed, our Customer Care team will provide you with the instructions needed to send back your package.

REFUNDS

For approved returns, the refund will be issued after the returned item has been received and checked.

Refunds may be processed through one of the following methods, where available:

• refund to the original payment method;
• store credit;

Refunds to the original payment method are generally processed within 3-5 business days after the return has been approved.

PACKAGE DROP-OFF

After receiving the return or exchange instructions from Customer Care, prepare your package carefully.

Please make sure that:

• the package is properly sealed;
• the shipping label is clearly visible;
• any old labels or barcodes are removed or covered;
• your full name and order number are included inside the package or clearly provided with the shipment.

RETURN SHIPPING RESPONSIBILITY

The customer is responsible for the return shipment until the package is delivered to our operating location.

We cannot be held responsible for:

• loss, theft, damage or delays occurring during the return shipment;
• missing documentation, such as customer name and order number, that prevents us from identifying the return;
• customs duties, import taxes or any other charges related to the return shipment, which remain the customer’s responsibility.

Returns that cannot be identified due to missing information may not be processed until the required details are provided.

RETURN & EXCHANGE CONDITIONS

Returns and exchanges can only be approved if the item meets the following conditions:

• the item has not been used;
• the item is intact and in its original condition;
• the original tag and seal are still attached;
• the item does not show signs of wear, creases, stains, personal odours, damage, pulled threads or alterations;
• the request has been submitted within the timeframe stated in our Refund Policy;
• the package has been shipped within the timeframe provided by Customer Care.

If the item does not meet the required conditions, the return or exchange may be refused.

QUALITY CHECK

All returned items are checked once received at our operating location.
If the quality check is approved, we will proceed with the exchange or refund.

If the quality check is not approved, the return or exchange may be refused. Shipping, handling, customs or return-related costs will not be refunded, unless otherwise stated by Customer Care.

CUSTOMER CARE

For any assistance, please contact our Customer Care team:

E-mail: refund@thearchivia.com
WhatsApp: +39 327 5848132

Our Customer Care is available from Monday to Friday, from 10:00 AM to 5:00 PM.