FREQUENTLY ASKED QUESTIONS

WHAT MATERIALS ARE USED? +

We carefully select materials that align with our values of sustainability, comfort, and craftsmanship. Our garments are made from the following:

  • 100% Organic Cotton
  • 100% Knitted Linen
  • Cotton/Wool Blend (10% wool)
  • Cotton/Linen Blend (45% Cotton, 55% Linen)
  • Organic Cotton/Elastane

WHAT SUSTAINABILITY PRACTICES DO YOU FOLLOW? WHERE IS IT MADE?+

All our products are designed locally in Byron Bay and made in a family-run factory in China, which we visit frequently. Our last visit was in July 2024.

  • Knitting each garment to shape to reduce textile waste
  • Using natural fibres such as Certified Organic Cotton and premium linen
  • Ensuring all materials are free from harmful chemicals and OEKO-TEX® STANDARD 100 certified
  • Creating our knitwear from organic, low-impact, or recycled materials
  • Working to eliminate virgin synthetics from our outerwear by the end of 2025

HOW DO I APPLY A DISCOUNT CODE? +

If you’ve received a discount code via email, social media, or as part of our welcome offer, please follow these steps:

  • Enter it manually at checkout
  • Only one code can be used per order
  • Codes cannot be added after an order has been placed

WHY ISN’T MY 10% WELCOME DISCOUNT WORKING? +

The welcome discount must be used with the same email address you used to sign up. It is only valid on Arcaa full-price products and can be used once per customer.

HOW LONG DOES IT TAKE TO DISPATCH MY ORDER? +

  • Orders placed before 12pm AEST (Monday–Friday) ship within 24 business hours
  • Orders placed on weekends or holidays ship within 48 business hours
  • During sales or launches, please allow an extra 2 business days

WHAT IS YOUR RETURNS POLICY? +

You can find our full returns policy here. Below are the key points:

  • Refunds are issued to the original payment method used at checkout
  • If a Gift Card or Store Credit was used, it will be refunded back to the original code
  • All final sale items are strictly non-refundable and cannot be returned

CAN I RETURN AN ITEM PURCHASED WITH A WELCOME DISCOUNT CODE? +

Yes, full-priced items purchased with the welcome code can be returned for a refund.

CAN I CHANGE MY ORDER? +

Orders cannot be modified once confirmed. If you need to update the shipping address or cancel:

CAN I RETURN MY ONLINE ORDER IN-STORE? +

Yes, you can return your online order at our Byron Bay Showroom within 14 days of delivery. Please bring your order confirmation and ensure items are unworn and have all original tags attached.

WHAT IS REFUNDID? +

We’ve partnered with Refundid to offer instant refunds for returns, eliminating delays. This service is:

  • Available for Australian orders
  • Valid for online and in-store purchases
  • Must be initiated within 14 days of delivery

Access Refundid here.

WHAT PAYMENT METHODS DO YOU ACCEPT? +

You can pay using any of the following methods:

  • Visa
  • Mastercard
  • AMEX
  • Shop Pay
  • JCB
  • PayPal

DO YOU OFFER BUY NOW, PAY LATER? +

Yes — we offer Afterpay for both online and in-store purchases.

DO YOU ACCEPT GIFT CARDS AND STORE CREDITS ONLINE AND IN-STORE? +

Yes, Gift Cards and Store Credits are accepted online and in-store. Enter your code in the “discount code or gift card” section at checkout. Valid for one year from issue date.

DO YOU HAVE ANY STOCKISTS? +

Yes. Arcaa is stocked across Australia and New Zealand, and we’re expanding into the U.S.
View our stockist list here.

HOW LONG DOES SHIPPING TAKE? +

You can find full details on shipping times and costs here.

WHO DO I CONTACT ABOUT MY ORDER? +

Please reach out to our customer service team at orders@arcaamovement.co or use our online chat.

I HAVEN’T RECEIVED A REPLY FROM CUSTOMER SERVICE — WHAT SHOULD I DO? +

Our customer service team is based in Byron Bay and operates Monday–Thursday, 8:30am–4pm AEST (excluding public holidays).

  • We aim to reply within 2 business days
  • During sales or product launches, response times may be longer
  • Check your spam or promotions folder if you haven’t heard back