Returns & Refunds
Should something arrive wrong, we make it right. This policy sits alongside your rights under the Australian Consumer Law, which always apply.
Faulty, damaged or incorrect items
If an item arrives faulty, damaged, incorrect or different from its description, email us within 30 days of delivery with your order number and a photo, and we will send you a replacement or a full refund — your choice.
How to make a claim
Email info@thearcherlane.com with your order number, a short description and a photo of the item. Once we have confirmed your claim, we email you the next steps. Returns go to our warehouse: Room A1, 11/F Winner Building, 36 Man Yue Street, Kowloon, Hong Kong, 999077, Hong Kong. Please do not send items back before our confirmation.
Return postage
For a faulty, damaged or incorrect item, any return postage is covered by us.
Refunds
Refunds are issued to your original payment method within 7 days of your claim being approved. We email you as soon as your refund has been processed. Your bank may take a few extra days to show it on your statement.
Shipping
Shipping is free on every order, to every address in Australia. Orders are processed within 1–2 business days (Monday to Friday) and then take 5–10 business days (Monday to Friday) in transit, so most orders arrive within 6–12 business days. More in our Shipping Policy.
Questions
Our customer service team is available Monday to Friday, 9:00 am – 5:00 pm (AEST/AEDT, Sydney time), and replies within 24 hours on business days. Email info@thearcherlane.com or use our contact page.
Business Information
The Archer Lane is owned and operated by UNFILTRD (VOF), a company based in the Netherlands.
Store name: The Archer Lane
Company name: UNFILTRD (VOF)
Company number (KvK): 42151712
Company address: Naaldwijkstraat 23, Rotterdam, Zuid-Holland, 3061 PG, Netherlands
Warehouse address (returns): Room A1, 11/F Winner Building, 36 Man Yue Street, Kowloon, Hong Kong, 999077, Hong Kong
Returns: Email info@thearcherlane.com with your order number; we reply within 24–48 business hours with the return address and instructions. Please do not send items back before our confirmation.
Email: info@thearcherlane.com
Phone: +61 468 147 357 (Mon–Fri, 9:00–17:00 AEST)
Customer service hours: Monday to Friday, 9:00 am – 5:00 pm (AEST/AEDT, Sydney time)
We reply within 24 hours on business days. You can also reach us through our contact page.
