Refund policy

You have 30 days from the day your parcel arrives to try your Dr. Arch's at home. If they're not right, we'll swap them, give you store credit, or refund you. 

How to start

Email support@drarchs.com with your situation and order number, a lovely member of our support team will help you out. 

Refunds:

You can get a refund if your pair is brand new condition and your request reaches us within 30 days of delivery. Trying them on indoors is perfectly fine as long as they are still in new condition. You pay to post the pair back to us.

If you send us a returned pair and it isn't in brand new condition, we can’t refund it. If you wish to have these returned back to you, you will need to pay for the return postage.

Your first swap is free

Donate the pair, send us a photo, and we'll send the new one. You post nothing back.

Why: size is the easiest thing to get wrong when you can't try shoes on first, so fixing it shouldn't cost you.

Postage

For a refund, or a swap after your first, you pay to post the pair back. Use a tracked service and keep the receipt.

Faults and wrong items

If something is broken, faulty or damaged, or we sent the wrong item, email us about it and send photos. Once we can see the problem, we'll send a replacement. You don't send the old pair back and you don't pay postage.

Processing times

  • Orders ship in 1–3 business days and arrive in 8–16 business days.
  • We check returns within 4-7 business days of them arriving.
  • Refunds reach you 10–15 business days after we approve them. Your bank may take a little longer.

Cancelling

You can cancel within 24 hours of ordering, before your order ships. After that it's on its way, so we won't be able to cancel it.

Where to send returns

Dr. Arch's Returns, PO Box 25800, NZ Post St Heliers, 15 Turua Street, St Heliers, Auckland 1071, New Zealand.

Put your order number on the parcel. Our returns hub is in Auckland, so returns from Australia go by international post.

Your rights

Nothing here limits your rights under the Australian Consumer Law or the New Zealand Consumer Guarantees Act.