Refund policy

We have a 21 day return policy, which means you have 21 days after your purchase was delivered to start a return. For in-store purchases you have 21 days from the purchase date to return any items. 

Arcilla Napa Valley will only accept returns that are unworn and in new-condition and with all original packaging and hang tags.

You’ll also need the receipt or order confirmation.

To start a return, you can contact us at bryan@arcilla-nv.com. 

If your return is accepted, we’ll send you a free return shipping label, as well as instructions on how and where to send your package. Once a return label is sent, the item(s) must be dropped off within 7 days or return will be void. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at bryan@arcilla-nv.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Some footwear soles may show minor marks from being test fitted at our physical store location. 

Any concerns regarding you order can be sent to: bryan@arcilla-nv.com

Exceptions / non-returnable items

Unfortunately, we cannot accept returns on sale items or gift cards. In the case a sale item is defective a return will still be allowed. Full priced items purchased during store-wide sales are still eligible for returns or exchange as normal. 

Exchanges

Wrong size or Color? No problem! As long as the original item is in new-condition with all original tags and packaging, we are happy to schedule an exchange. The replacement will be shipped out upon receiving the original item.

If you wish to try another style, simply return it for a store credit refund and purchase the new item separately. 

Need an exchange quickly? If you need the desired exchange item quickly, we recommend processing your item as a return and purchasing the new item separately. 

Refunds

 We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days.  If not approved, the item will be shipped back to the original shipping address. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at bryan@arcilla-nv.com.