Privacy Policy

Return period

You may cancel an online order at any time before receiving it.

After receiving your order, you may return an item of satisfactory quality within 14 calendar days.

Return conditions

To return an item of satisfactory quality, the following conditions must be met:

• the item has not been used, washed, or altered;
• the item has no signs of wear, stains, odors, or damage;
• its original appearance and properties have been preserved;
• the item is complete, and any labels and tags attached when it was received remain in place.

You may try on an item, provided this leaves no signs of use.

The absence of a paper or electronic receipt alone is not a reason to refuse a return. You may confirm your purchase in another way, such as with an order number or a bank transaction record.

Items purchased at a discount are subject to the same return conditions.

An item made or altered specifically for an individual customer cannot be returned if only that customer can use it.

How to request a return

Email thearchstore1@gmail.com or call +7 (925) 081-00-37.

Please include the following information:

• your first and last name;
• your order number;
• the name of the item you wish to return;
• a phone number or email address where we can contact you.

Ways to return an item

You may return an item in person or send it by post or a shipping company.

In person in Moscow

Store address: 14/16 Strastnoy Boulevard, Moscow. Please arrange your visit with our manager in advance.

By post or a shipping company

You may choose your own postal or shipping company. Before sending the item, ask our manager for the full postal address and recipient details.

Pack the item securely and keep a document with its tracking number. We recommend including a return request with your parcel. A branded form is not required: its absence does not affect your right to return the item if the information provided is sufficient to identify the order and customer.

Return shipping costs

When returning an item of satisfactory quality, the customer pays for return shipping. Until THE ARCH receives the parcel, the customer bears the risk of loss or damage in transit. We therefore recommend packing the item securely and choosing a tracked shipping service.

Item inspection

After receiving a return, THE ARCH checks the item’s condition and completeness, its labels, and whether there are any signs of use. If the return conditions are not met, the store will explain the reason for refusing the return. At the customer’s request, the item may be sent back at the customer’s expense.

Refunds

Refunds are made using the same payment method used for the order, unless the parties agree on another lawful method. A refund is made no later than 10 calendar days after the customer’s request is received. If the entire online order is returned, the customer is refunded the price of the items and the standard delivery charge paid for the original order. The customer pays for return shipping of an item of satisfactory quality.

Defective items or order errors

If an item is defective or you received the wrong item, please email thearchstore1@gmail.com.

Include your order number and, if possible, photos of the item and its packaging. Photos help us review your request more quickly but are not required. THE ARCH may inspect the item’s quality. The customer may exercise the rights provided under Russian law, including a refund, replacement, or repair.

Exchanges

To exchange an item, we recommend returning it and placing a new order. Please check the availability of the size or style you need with our manager.