FAQs

    What is Arch?

    ARCH is represented by a collection of Made-in-Malaysia products, from small intricately designed items to one-of-a-kind customization. Each piece is crafted out meticulously with hand-assembled perfection.

    Ordering For Personalised Items:
      How to submit personalised order?

      Step 1: Send request to us at online@archcollection.com.my and provide us image for your custom design.

      Step 2: You will receive our email with quotation and visual of your requested custom design within 1-3 working days.

      Step 3: Please make payment and return by email for confirmation. Once the design is signed off by you, the order is finalized and non-refundable; we will not be responsible for any mistakes picked up later.

      Can you do the design for us?

      Yes, we provide design service for our customers. However, there will be an additional service charge.

      My item is missing a piece, how can I get it and how much does it cost?

      You may email us in details of the missing piece; we will send you a  quotation for confirmation.

      How can I make changes to my order?

      We will not entertain any changes to the order once production is in the progress.

      What if I need to cancel my customized order?

      We apologize that once you confirm your details and a proof has been sent your way, your order is non-refundable and may not be cancelled.

      Payment:
        How can I pay for my order?

        We accept PayPal, online transfer & T/T.

        Do you accept credit/debit card?

        We do not accept credit/debit card.

        I did not get an email from PayPal for confirmation, how can I check my order status?

        We use the PayPal platform, so even if you used your credit/debit card, you will receive a confirmation from the PayPal team. Please contact us if you did not receive any email from us within 3 working days after you have made the payment.

        Delivery & Shipping:
          If I order other products from the website in addition to my personalised items, will everything ship together?

          Due to personalised order may take longer time to produce, we will send you the item(s) we have in stock separately.

          Do you ship internationally?

          Yes, we ship internationally.

          When will you ship my order?

          Please allow up to 12 working days for personalised items to be ready before they are shipped.

          How can I check delivery status?

          We will provide you airway bill tracking number once your item(s) is/are ready to ship.

          How much is the shipping cost?

          Shipping cost based on weights and area of the country.

          Import Taxes & Duties?

          Borne by the buyer/customer

          Can I change my shipping address?

          You may need to contact us immediately , no changes can be made once the item(s) is/are on the way.

          Returns & Exchanges:
            What happens in the event of unsatisfactory; is it returnable or refundable?

            All goods sold are not returnable or refundable.

            Are customized items eligible for returns?

            All made to order personalised items are not eligible for returns. Once the design is signed off by you, they are considered final.

            Terms & Conditions:

            All items are thoroughly inspected before delivery. We will not be responsible if the product(s) damaged on arrival due to delivery mishandling.

            We will not be responsible if item lost/non-deliver/damage caused by the courier service company.

            All items sold WITHOUT WARRANTY.

            Exchange Policy :

              Products can only be exchanged if INCORRECT.

              Exchange will be made upon receipt of the original product.

              Please request for exchange by emailing us within 7 days from the day order is received. You have to include the following details in the email:

              1. Name 2. Contact Number 3.Order number 4.Product to exchange
              2. Reason for return with Photo Attached
              Once we receive your request, we shall contact you within 3 working days for further instructions.

              We will be responsible for any costs associated with returning your items to us and re-deliver to you by using our selected courier service company.

              Items must be returned in unused condition, with all original tags attached. All packaging must be returned in their original packing in undamaged condition.

              We are unable to accept exchange without original packaging. Damaged, dirty or used item will not be accepted.

              Still Not Getting Your Answer: You can email us at online@archcollection.com.my or contact us at +603 2698 3333 for any inquiries.

              Search