Question 1

What’s the idea behind Archibald?

Accepted Answer

Archibald exists to bring true luxury directly from craftsman to consumer, built on transparency and genuine craftsmanship. You can read more about our story, our workshops and how we support our craftspeople in our About and Craftsmanship sections.

Question 2

Can I buy Archibald products in store?

Accepted Answer

At the moment, Archibald items are sold exclusively online at archibaldlondon.com. While creating finely crafted products is our passion, our business model is also very important to us. If we were to sell through distributors, we could not maintain the price point that we do. This way, we allow a true connection to exist between you and the craftsmen who produce our products, ensuring the most honest and complete value proposition possible.

Question 3

How do I place an order?

Accepted Answer

Browse the collection at archibaldlondon.com, select your options (size, specification, or personalisation where offered), add to your bag and check out. You’ll receive a confirmation email once your order is placed, and you can follow its progress in your online dashboard.

Question 4

Which payment methods do you accept, and are they secure?

Accepted Answer

We accept PayPal, Visa, Mastercard and American Express. Payments are processed securely by Braintree (a PayPal service), a PCI-DSS Level 1 certified provider, and we never store your full card number. When you confirm your order you authorise us to charge the full amount to your chosen payment method.

Question 5

Will I have to pay import duties or taxes?

Accepted Answer

As your order ships from our UK warehouse to a destination outside the UK. Any import duties, customs charges, VAT, GST or other local taxes in your country are payable by you on delivery, as the importer of record. We don’t currently offer a duty-paid (DDP) shipping option and can’t collect these charges in advance, so please check with your local customs authority before ordering if you’re unsure.

Question 6

In what currency will I be charged?

Accepted Answer

Rest of World orders are displayed and charged in US Dollars (USD). If you’re in one of our localised countries (for example Australia, Canada, Hong Kong, Japan, Korea, Singapore, Switzerland or the UAE), you’ll be charged in that country’s local currency.

Question 7

Can I change or cancel my order?

Accepted Answer

Standard in-stock items can often be changed or cancelled before dispatch, so contact us as soon as possible. Eyewear can be changed or cancelled free of charge within 24 hours; after that, once lens fabrication begins, cancellation or return fees may apply (see the Eyewear section). Made-to-order or personalised items can’t be cancelled once production begins. If you cancel while an item is already in transit, a USD $50 per-item fee (or the equivalent in your currency) applies, and any customs and return-shipping costs are deducted from your refund, which is issued once we receive the item back.

Question 8

What happens if there’s a pricing error on the site?

Accepted Answer

We’ll contact you promptly and let you choose to proceed at the correct price or cancel for a full refund. We won’t fulfil an order at an incorrect price without your confirmation. If an error is spotted after production has already begun on a made-to-order item, we honour the original price you paid.

Question 9

How do I use a coupon code?

Accepted Answer

Enter your code at checkout. Coupon codes are single-use and can’t be reused or reactivated, and they don’t apply to orders placed under our Naked or Membership pricing.

Question 10

Where do you ship, and how?

Accepted Answer

We ship worldwide from our UK warehouse and select the most appropriate carrier unless one has been agreed with us in advance. Shipping options and any free-shipping thresholds vary by product, destination and order value, and all applicable costs are shown at checkout before you pay.

Question 11

How long will my order take to arrive?

Accepted Answer

Delivery estimates are shown at checkout and on the product page. These are indicative only and aren’t guaranteed dates, as lead times vary by product and destination — in-stock items ship sooner than made-to-order pieces, and customs clearance in your country can add time. If you need your order by a specific date, let us know before ordering and we’ll do our best to accommodate you.

Question 12

My order has several items — will they arrive together?

Accepted Answer

Possibly. If your order contains items with different dispatch dates, we may hold the shipment until everything is ready so it can be sent together. Let us know if you need something sooner.

Question 13

What if I enter the wrong address, or the courier can’t deliver?

Accepted Answer

Please double-check your delivery address at checkout. If you spot a mistake, let us know as soon as possible so we can correct it before your order is passed to the courier. Anything discussed with us before you place your order isn’t automatically saved to it, and updating your address in your dashboard won’t automatically change an existing order — so please tell us directly. If your order has already been dispatched, contact the courier with your correct details. We can’t be held responsible for parcels lost due to an incorrect address; if a parcel is returned to us after missed attempts, a wrong address or unavailability, we’ll charge the cost of re-shipping, and if you cancel instead, the USD $50 per-item fee (or local equivalent) plus any processing charges apply. If the courier disposes of a parcel because there was no response, we can’t accept liability for the loss.

Question 14

My parcel hasn’t arrived — what do I do?

Accepted Answer

Email info@archibaldlondon.com within 7 days of the recorded delivery date if tracking shows it delivered but you don’t have it, or within 28 days of dispatch if it seems lost in transit. Reporting after these windows may limit how much we can help.

Question 15

My item arrived damaged — what should I do?

Accepted Answer

Photograph both the packaging and the item as soon as you receive it and contact us within 48 hours of delivery. We’re unable to raise a claim for damage reported after 48 hours, and this window applies regardless of when you open the parcel.

Question 16

What is your returns policy?

Accepted Answer

You have 28 days from delivery to return or exchange eligible items. Contact us first at info@archibaldlondon.com with your name and order number; returns are generally sent to our UK warehouse, and for change-of-mind returns you arrange and pay for return shipping (you’re responsible for the parcel until it reaches us). If an item is faulty, damaged on arrival or not what you ordered, we arrange the return and cover the cost. Returning something without contacting us first can cause delays or extra charges, which may be deducted from your refund. Final-sale, made-to-order and personalised items are excluded.

Question 17

Are the import duties and taxes I paid refundable?

Accepted Answer

The import duties and local taxes you paid on delivery aren’t refundable by Archibald. You may be able to reclaim them from your local customs authority (for example via Returned Goods Relief) once the goods have left the country, and we’ll provide any documentation you reasonably need to support a claim.

Question 18

When and how will I be refunded?

Accepted Answer

Refunds are issued to your original payment method in the original currency, and typically appear within a few working days of us receiving and inspecting the returned item. We aren’t responsible for exchange-rate differences or bank fees. In some cases (for example, items bought at Naked or Undressed pricing) we may offer store credit instead, but never without your agreement unless specified.

Question 19

Which items can’t be returned?

Accepted Answer

Made-to-order, made-to-measure, personalised, perishable, sample, one-off and discontinued items, plus Horween Shell Cordovan, Vicuña and Goodyear footwear, are final sale — non-returnable and non-refundable on a change-of-mind basis (as is anything marked final sale on its product page). Eyewear with prescription or fabricated lenses may also incur fees once lens production starts (see the Eyewear section). This doesn’t affect your rights if an item is faulty or not as described.

Question 20

What condition do returns need to be in?

Accepted Answer

Items should be returned unused and in original condition with all packaging, tags and accessories. Used or damaged returns may receive a reduced or no refund, assessed in good faith, and a USD $15 fee (or local equivalent) applies if packaging comes back damaged. If a partial return brings your order below a free-shipping threshold, the original shipping cost is deducted.

Question 21

What counts as made-to-order?

Accepted Answer

Made-to-order pieces include Goodyear footwear, Vicuña pieces, customised eyewear, made-to-measure shirts, made-to-order sneakers, and any bespoke customisation arranged through our team. These are subject to our no-returns policy.

Question 22

Can I cancel a made-to-order item?

Accepted Answer

Once production has begun, made-to-order items can’t be cancelled. If you ask before production starts and we can accommodate it, a cancellation fee may apply to cover material, labour or administrative costs already incurred.

Question 23

What are pre-orders and how do they work?

Accepted Answer

Pre-orders are for items not currently in stock that will be produced; batch pre-orders are treated as semi-made-to-order unless marked otherwise. Return terms are stated on the individual product page, and production delays don’t qualify for cancellation or refund. Some pre-order items (e.g. Horween Shell Cordovan, Vicuña) are non-returnable.

Question 24

What is Backed By You?

Accepted Answer

Backed By You is our threshold-based campaign model. You place your backing and specifications with no payment taken upfront — your card details are recorded so payment can be collected if the campaign reaches its threshold, in the currency shown when you backed it. If the threshold isn’t met, the campaign lapses, no payment is taken, and your order is cancelled at no cost.

Question 25

Can I withdraw or cancel a Backed By You order?

Accepted Answer

You can withdraw any time before payment is collected, free of charge. Once payment is taken, your order moves into production and can’t be cancelled or refunded on a change-of-mind basis. If we withdraw a campaign after payment, we refund you in full as quickly as we can.

Question 26

Can you help with personalisation, special requests or large orders?

Accepted Answer

Yes — email info@archibaldlondon.com and we’ll do our best to help. We can sometimes accommodate bespoke customisation or personalisation on request, advising on what’s possible, the cost and timing (personalised pieces are made to order, so they can’t be returned or exchanged). We can also help with special requests, bulk orders of more than five of an item, and gift cards in quantity.

Question 27

Are your products handmade?

Accepted Answer

Archibald works with specialist craftspeople and workshops, and many pieces are handmade. Details of materials and where each piece is made are given on the product pages and in our Craftsmanship section.

Question 28

The product image looks slightly different from what I received — is that a fault?

Accepted Answer

Some products are shown using renders or mockups rather than photographs, and slight variations can occur between the illustration and the finished piece. In addition, because many of our products are made from natural raw materials, each piece can carry characteristics particular to the material used — for example slight differences in colour, grain, texture or natural markings from one item to the next. These are inherent to the material and part of the character of a handmade product, not a fault. These natural variations aren’t defects.

Question 29

How should I care for my Archibald pieces?

Accepted Answer

Care guidance for leather, cashmere, eyewear, cookware and other categories is in our Care Guide at archibaldlondon.com/care-guide. It’s general reference only — damage from improper care, cleaning, storage or third-party work isn’t covered under a defect claim. For specialist advice (particularly for leather or valuable items), we recommend consulting a professional.

Question 30

Do your products come with a warranty?

Accepted Answer

There’s no formal warranty included with your purchase, and we don’t offer extended warranties. However, if a product arrives with a clear manufacturing defect, we’ll work with you to find a fair outcome on a case-by-case basis. This doesn’t cover general wear and tear, damage from improper use or storage, natural material characteristics (such as leather patina or cashmere pilling), or modifications made outside our authorised repair process, and it doesn’t affect your statutory rights. If you have private insurance and need supporting documents for a claim, we’re happy to help — just ask and we can provide an itemised invoice on submission.

Question 31

What if my item is faulty, damaged on arrival, or not what I ordered?

Accepted Answer

Contact us and we’ll arrange the return for you with a prepaid label or carrier pickup (where we have logistics set up in your country) — you won’t pay the return cost, and in-transit risk is ours. If an item is defective on arrival or not as described, contact us and we’ll work with you to find a fair outcome. If a manufacturing defect appears within a reasonable period after delivery, we’ll assess it and determine the appropriate response based on the circumstances. If you’re unable to reclaim VAT or duties from your local customs authority on a faulty-item return, contact us and we’ll discuss what support we can provide.

Question 32

Can I change or cancel an eyewear order?

Accepted Answer

Yes — there’s a 24-hour window to change or cancel before we confirm your prescription and lens details with our lens lab. Cancellations within this window are refunded in full. After that, the order is treated as customised.

Question 33

Which eyewear can be returned?

Accepted Answer

We offer 28-day returns for frame-only orders and for sunglasses from our 1-day Stock Sunglasses collection. Any order requiring lens glazing is treated as a customised item. International customers pay return shipping.

Question 34

What if my glasses have prescription lenses?

Accepted Answer

For prescription orders we can refund the frame only (returned in original condition); the lens cost is non-refundable because lenses are made to order. We don’t add markup to lens pricing.

Question 35

What are the return fees for customised eyewear?

Accepted Answer

Return fees for customised or prescription eyewear depend on the lenses. Please see below the details on the charges that apply to specific lenses in GBP. You will be able to find the other currencies and more details on our Terms and Conditions page.

Clear Prescription Lenses

Case Situation: Amount charged
Single-vision Standard prescription (1.6 /1.67): £70
Single-vision High prescription (1.6 /1.67): £120
Single-vision Standard prescription (1.7 /1.74): £95
Single-vision High prescription (1.7 /1.74): £130
Progressive Prescription (1.6 /1.67): £190
Progressive Prescription (1.7 /1.74): £234

Sunglasses and Prescription Sunglasses

Case Situation: Amount charged
Non-Polarized Sunglasses (1.5): £20
Polarized Sunglasses (1.5): £30
Single-vision Standard Prescription Sunglasses (1.6 /1.67): £105
Non-Polarized Sunglasses (1.6): £55
Polarized Sunglasses (1.6): £90
Single-vision High Prescription Sunglasses (1.6 /1.67): £140
Single-vision Standard Prescription Sunglasses (1.7 /1.74): £110
Single-vision High Prescription Sunglasses (1.7 /1.74): £155
Progressive Standard Prescription Sunglasses (1.6 /1.67): £210
Progressive Prescription Sunglasses (1.7 /1.74): £290

Please note that there will be a return fee for a non-Archibald frame that is used for the Lens-Re-glazing service.

Lens Re-glazing — Clear Prescription Lenses

Case Situation: Amount charged
Single-vision Standard prescription (1.6 /1.67): £70
Single-vision High prescription (1.6 /1.67): £120
Single-vision Standard prescription (1.7 /1.74): £95
Single-vision High prescription (1.7 /1.74): £130
Progressive Prescription (1.6 /1.67): £190
Progressive Prescription (1.7 /1.74): £234

Lens Re-glazing — Sunglasses and Prescription Sunglasses

Case Situation: Amount charged
Non-Polarized Sunglasses (1.5): £30
Polarized Sunglasses (1.5): £40
Single-vision Standard Prescription Sunglasses (1.6 /1.67): £130
Non-Polarized Sunglasses (1.6): £65
Polarized Sunglasses (1.6): £120
Single-vision High Prescription Sunglasses (1.6 /1.67): £190
Single-vision Standard Prescription Sunglasses (1.7 /1.74): £145
Single-vision High Prescription Sunglasses (1.7 /1.74): £195
Progressive Standard Prescription Sunglasses (1.6 /1.67): £275
Progressive Prescription Sunglasses (1.7 /1.74): £310

Question 36

Do you fulfil high prescriptions?

Accepted Answer

We can, but very high prescriptions need a quick check first. Please contact us before ordering if your prescription has CYL above +2.00 or below −2.00, SPH above +6.00 or below −6.00, or divergent SPH and CYL values.

Question 37

My prescription doesn’t show my PD (pupillary distance) — what do I do?

Accepted Answer

If no expiry is listed we typically accept prescriptions dated within two years. If you’re charged to obtain your PD, we’ll reimburse up to USD $15 (or local equivalent) when you buy your glasses from us.

Question 38

Is the lens re-glazing service available?

Accepted Answer

Our lens re-glazing service is currently unavailable.

Question 39

Is the Home Try-On service available?

Accepted Answer

The Home Try-On service is not active at this time.

Question 40

What memberships do you offer?

Accepted Answer

Two: Kakumei Dantai — a lifetime, transferable membership with Naked (at-cost) pricing across the collection; and Ronin — a 12-month membership with Undressed (reduced-margin) pricing that renews only if you choose to (access ends automatically on expiry). Both include member benefits and a say in Archibald’s governance, and both are non-refundable once activated and are not an investment or financial product.

Question 41

Does membership change my return rights?

Accepted Answer

No — standard return rules apply by product category: the 28-day window for eligible items and the final-sale rules for final-sale categories. Store credit may be offered for items bought at Naked or Undressed pricing.

Question 42

What happens if I lose access to my membership token?

Accepted Answer

You alone hold your seed phrase, which is shown only once — we don’t keep a copy and can’t recover it, so losing it means losing access to your membership.

Question 43

Why create an account, and how do I manage it?

Accepted Answer

We don’t offer guest checkout, so you’ll need an Archibald account to place an order. An account lets you track orders, view your history, manage addresses and check status and tracking through your dashboard. You can update your details there at any time.

Question 44

How do I manage my account or reset my password?

Accepted Answer

Sign in and open your Dashboard (top right) to update your details, password and addresses and view your orders (orders since February 2016 appear there). If you have forgotten your password, reset it from the ‘Log In’ page — for security we can’t email it to you.

Question 45

How do I get a receipt or access past orders?

Accepted Answer

Order confirmations are emailed to you, and orders placed after February 2016 are available in your dashboard. For older orders, or if something isn’t showing, contact us — some manually recorded changes are held as order notes and may not appear in your dashboard view.

Question 46

Do you offer gift cards?

Accepted Answer

Yes. Our E-Gift Cards are delivered by email as coupon codes and can be redeemed at checkout like any other form of payment. The balance never expires, but gift cards are non-refundable once purchased, except where a cancellation or refund right applies under the mandatory consumer laws of your country of residence.

Question 47

Do you offer gift wrapping?

Accepted Answer

We don’t offer gift wrapping as a standard service, but our team will do their best to help where they can — just message us at info@archibaldlondon.com if you’d like your order wrapped and we’ll do the best we can.

Question 48

How is my personal data handled?

Accepted Answer

Our Privacy and Cookie Policy at archibaldlondon.com/privacy explains how we handle your data and forms part of our Terms.

Question 49

Will you send me marketing, and can I opt out?

Accepted Answer

You can opt out of marketing at any time via the unsubscribe link or by emailing us. Operational messages about your orders, account or membership aren’t subject to opt-out.

Question 50

How do I make a complaint?

Accepted Answer

Please contact us first at info@archibaldlondon.com. We aim to acknowledge complaints within five working days and resolve them within thirty days where possible. If we can’t resolve things, you may refer the matter to a reputable alternative dispute resolution provider or to the relevant consumer protection authority in your country.

Question 51

How can I close my account or request my data?

Accepted Answer

Just contact our customer support team at info@archibaldlondon.com and we’ll help you close your account or handle your data request. You can also read how we manage your data in our Privacy Policy at archibaldlondon.com/privacy.

Question 52

How do I get in touch?

Accepted Answer

Email us at info@archibaldlondon.com, or reach us via WhatsApp, Facebook Messenger or Instagram direct message. For formal correspondence, these written channels are our preferred routes, and arrangements made with our team in writing are honoured even where they differ from standard terms.

Question 53

Which laws govern my purchase?

Accepted Answer

Purchases in International markets are governed by the laws of England and Wales, and the courts of England and Wales have non-exclusive jurisdiction. Nothing in our Terms affects the mandatory consumer rights of your country of residence, and as a consumer you may still be able to bring a claim in your home courts where those laws give you that right.

Question 54

Are all your products handmade?

Accepted Answer

Our craftspeople handcraft our products with great attention to detail, though some stages use traditional machinery.

Question 55

What’s included in the price?

Accepted Answer

Each product page shows an itemised breakdown — materials, craftsmanship, duties, logistics and brand margin. We pay our craftspeople fairly, because the survival of their crafts matters more to us than the lowest price.

Question 56

How do I find my size, and what if I order the wrong one?

Accepted Answer

Sizing is in the size guide on each product page. Ordered the wrong size? Email info@archibaldlondon.com and we’ll help.

Question 57

How do I care for my products?

Accepted Answer

Each product page has a “Details and Care” section, and our full Care Guide is at archibaldlondon.com/care-guide. If you’re ever unsure how to care for a particular piece, contact our customer support team at info@archibaldlondon.com and we’ll be happy to advise.

Question 58

Where is your eyewear made?

Accepted Answer

Our frames are handcrafted in Sabae (Fukui), Japan — the region where titanium eyewear was first made — by Takumi master craftsmen, passing through more than 200 manual processes across 16 workshops over roughly six weeks, with three quality checks before shipping. Our lenses are fabricated at our own Lens Lab, also in Sabae (Fukui), Japan.

Question 59

What materials are used?

Accepted Answer

Depending on the frame: premium Japanese acetate (sourced from Takiron Rowland), 100% pure, nickel-free Japanese titanium, or a hybrid of the two. Acetate frames are cut from a single sheet for consistent colour, feel and weight, then tumbled with resin chips and oil and hand-polished in three stages.

Question 60

What kind of hinges do your frames use?

Accepted Answer

Most frames use a Japanese 3-barrel hinge with reinforced blue-coated screws. Some styles — such as the Ayrton 51 — feature a 7-barrel kashime hinge, pierced through the front and sides as both a strength upgrade and a distinctive visual signature.

Question 61

What lens and prescription options do you offer?

Accepted Answer

All lenses give 100% UVA/UVB protection with anti-scratch, water-repellent and double anti-reflective coatings, and our 1.60 B and 1.70 B lenses also include a blue-light filter. Standard 1.60 B and 1.67 lenses are included, with thinner 1.70 B and 1.74 available as upgrades, and we fulfil high prescriptions. You can see full details on our Lenses page: archibaldlondon.com/us/lenses.

Question 62

Do your sunglasses come with polarized lenses?

Accepted Answer

You can choose either — we offer both polarized and non-polarized sunglass lenses. Our polarized lenses are made in Sabae, Fukui (the same Japanese eyewear region as our frames): a fine iodine-based polarizing film, hand-placed and inspected sheet by sheet, delivers around 99% polarization to cut the glare that bounces off roads, water and snow, easing eye fatigue and giving a calmer, higher-contrast view. It holds that high polarization even in lighter, brighter tints — where most polarized lenses lose it — and every lens offers full UV400 protection.

Question 63

How do I care for my glasses and sunglasses?

Accepted Answer

Keep them in their case when not in use. Rinse under lukewarm water before wiping to avoid scratching, then clean with a drop of neutral, lotion-free detergent and dry gently with the microfibre cloth provided. Avoid tissues, paper or clothing (they scratch), and household or alcohol-based cleaners (they strip the coatings), and don’t leave frames in heat such as a hot car. Acetate frames can be gently reshaped for a better fit if needed.

Question 64

Where is your knitwear made?

Accepted Answer

Our knitwear is knitted in Italy, Scotland and Wales. In Italy, the “Perfect” collection is knitted in Umbria, and other pieces — including the Derice — are made by historic, family-run mills in the Biella region of Piedmont. In Scotland, some pieces are knitted at a mill in Hawick, a town with a knitting heritage dating back to 1771. Our Corgi cricket sweaters are made in Wales by a heritage knitwear house that still hand-frames and hand-finishes its knitwear using traditional methods passed down through generations.

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About Archibald

1. Orders & Payment

2. Shipping & Delivery

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4. Made-to-Order, Pre-Orders & Backed By You

5. Products, Materials & Care

6. Warranty, Repairs & Faulty Items

7. Eyewear

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9. Account & Order History

10. Gifting & Gift Cards

11. Privacy, Security & Your Rights

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