Frequently Asked Questions

COVID-19 Updates

What safety precautions are in place at your shop?

Here's a list of things we do continuously at the shop:

  • Hand sanitiser available
  • Disposable socks are available
  • Regular disinfection
  • SafeEntry check in required
  • Contactless payment available

Can I shop online?

Most certainly! If you need assistance, please do not hesitate to contact us here, or chat with us via our livechat at the bottom right hand of your screen (agents will only be able to reply during normal working hours). 

Order & Payment

What payment methods do you accept?

You can purchase on our website using a debit or credit card. We additionally offer support for Paypal, Amazon Pay, Apple Pay, Google Pay and GrabPay. You can chose these payment methods when you checkout.

What is the status of my order?

Once you have placed your order, we will send you a confirmation email to track the status of your order. Once your order is shipped, we will send you another email to confirm you the expected delivery date as well as the link to track your order (when the delivery method allows it).

Can I change my order?

We can only change orders that have not been processed for shipping yet. Once your order is under the status "preparing for shipping", "shipping" or "delivered", then we cannot accept any edits to your order. To make changes to your order, please reach out to us here.

Shipping & Delivery

Where do you ship to?

We currently ship worldwide. If you are ordering internationally, do note that shipment costs do not include tax and duties required by your country (if any), and you will need to pay the duty for the shipment to be released to you. 

How can I track my package?

Once you have placed your order, we will send you a confirmation email to track the status of your order. Once your order is shipped, we will send you another email with a link to track your order (when the delivery method allows it).

What if I'm not home?

As we engage with an external courier service to deliver your orders, it will vary from courier to courier. If you're not home, you may get someone else to collect the parcel for you. Otherwise, the delivery personnel will usually contact you before attempting to deliver. From there, you can arrange with the delivery personnel. That is why your phone number is crucial.

Can I request for my order to be delivered on a specific date and time?

Please reach out to us here if you need it to be delivered on a specific date and time. 

Account & Membership

I am an existing customer. How do I access my account?

If you have shopped with us before, your email and phone number should be in our database. However, if you did not provide a working email, or have used a duplicated phone number, please contact us for support here.

We have also recently launched our new rewards program. Login and check out your rewards from the button at the bottom left corner of the screen, or click here.

What are the benefits of a VIP member?

VIP members will gain VIP exclusive deals and promotions, as well as a 20% discount on their birthday month. 

How do I become a VIP member?

To become a VIP member with Arch Angel, simply spend $200 on a single receipt.

How do I use my birthday discount as a VIP member?

By the first working day of every month, you will be sent a promotion code that can be used on your birthday month and the month after that. If you are purchasing online, you may enter the code in your purchase. Do note that these codes cannot be shared and can only be used once. Attempting to use this code on a new account, an account without VIP status or an account without the right birthday month will not work. 

I am a member, but I did not receive my birthday voucher.

It is likely that you have provided an invalid email or phone number in the past, or that you are not subscribed to our marketing material. By Singapore law, we are not allowed to send you any form of marketing messages to you if you have chosen not to subscribe to our newsletter.

But not to worry! Please reach out to us here so that we can validate your email and/or phone number and ensure that you don't miss out on your birthday vouchers in the future. 

Shoe Care & Fitting

How do I check my shoe size?

To be doubly sure about your shoe size, measure your foot from the heel to the tip of your longest toe. Then, get your size using our shoe size chart

How do I clean my shoes?

We strongly discourage washing your shoes with soap and water as it will remove the protective agents in the leather, causing the leather to break down prematurely. Consider purchasing our accessories targeted at caring for your shoes instead! 

What should I do if my shoes get wet?

Be sure to give them plenty of time to dry! Don't wear it again the next day immediately, as this will breed bacteria and also cause your shoe to break down prematurely, especially if they are made with leather material. 

Are there any shoes with pigskin leather?

Yes, all of our Naot shoes have pigskin leather.

Returns & Exchanges

Do you accept returns and exchanges?

We accept returns and exchanges on a case-by-case basis. For more details, please click here.

How long does it take to process a refund?

For returns which are successfully processed, the refund will be made via original payment method within 7 working days. For more details, please click here.

Where do I make the exchange or return?

Simply return the package to our head office (at your own cost) or at our flagship store at Wheelock Place, #03-12. The exchanged item will either be delivered to you or given to you on the spot, depending on how you return the original item. For more details, please click here.