Frequently Asked Questions
We've answered the most common questions.
Can't find what you're looking for? Browse by category below or reach out to us directly — we're always happy to help.
You can view your order status under Order History in your account. A confirmation email is sent after checkout, followed by a shipping confirmation email with your tracking number. Note: tracking details may take up to 3–4 business days to appear on the courier's website after your order is marked as shipped.
If tracking hasn't updated for over 1–3 weeks, your parcel may be undergoing a customs inspection. During this time, your package may be opened, checked, and resealed, which can cause delays. We appreciate your patience as this process is beyond our control.
If you ordered multiple items, they may be shipped in separate packages depending on our logistics process, and may arrive at different times. You can check your Order History in your account to see if your order was split into separate shipments. Feel free to contact us if you need further details.
If you need to update your shipping address or modify your order, please contact us immediately at hello@theprivearchive.com. Once the order has been shipped, we're unable to make any changes.
All sales are final — we do not offer cancellations or refunds. We accept exchanges within 30 days of delivery for unused items in their original packaging with all tags still attached. A 30% restocking fee and a flat $50 return shipping fee apply. Please visit our Returns page for full details.
Once we receive your returned item, we aim to process the exchange within 3–5 business days. If your requested item is in stock, it will be shipped promptly. Please allow up to 30 days total for the full exchange process to be completed.
We're sorry to hear that. Please contact us and provide your order number, the name of the affected item, a description of the issue, and clear photos or videos showing the fault. We'll resolve it as quickly as possible.
If an item was unavailable after you placed your order, it will be cancelled and fully refunded. You'll receive a confirmation email notifying you of the cancellation.
We have made every effort to display as accurately as possible the colours and images of our products. However, we cannot guarantee that your computer monitor's display of any colour will be accurate. If you'd like more detail on a specific item's colour or finish before purchasing, contact us and we'll be happy to help.
Of course. We're happy to provide additional details, measurements, or close-up images of any item. Reach out to us at hello@theprivearchive.com with the product name and we'll get back to you promptly.
The Archive is a curated, ever-evolving collection — some pieces are one of a kind and won't be restocked once sold. We regularly add new arrivals, so it's worth checking back. You're also welcome to contact us and we'll let you know if a restock is possible.
Absolutely — we ship globally to nearly every destination. Please be aware that local customs duties or import taxes may apply depending on your country's regulations. All customers are solely responsible for any duties and taxes that apply upon delivery.
After your order has been dispatched, estimated delivery times are: Standard Shipping — 10–17 business days; Express Shipping — 6–9 business days. Orders are typically processed and dispatched within 5–7 business days of payment. Please note these are estimates and may vary by region.
Customs fees are determined by your local authorities and are not covered by us. By placing an order, you agree that such charges may apply upon delivery. All prices on our site are exclusive of tax. We always declare the lowest value possible to help minimise these costs.
We accept the following secure payment options: Visa, Mastercard, American Express, Apple Pay, and Google Pay. Currently our website displays prices in USD ($). During payment, your card provider will automatically convert the amount into your local currency based on their exchange rate.
Still Need Help?
We're always happy to hear from you.
If your question isn't answered above, our team is just an email away. We aim to respond to all enquiries within 1–2 business days.