Frequently Asked Questions

Orders & Payment

Which payment options are available?
We accept cryptocurrency payments via Multicoin and payment by bank transfer. Follow the instructions for your selected payment method at checkout. For payment enquiries, email moc.sbalmehcraobfsctd@troppus. When are orders dispatched?
Orders placed and paid for before 3:00 PM UK local time, Monday to Friday excluding UK bank holidays, are dispatched the same day. UK local time means GMT in winter and British Summer Time (BST) in summer. Orders placed or paid for after the cut-off, or on weekends and UK bank holidays, are dispatched on the next working day.

How will I get my tracking details?
You’ll receive a dispatch confirmation email with your Royal Mail tracking number once your order has been shipped.

Can my delivery address be updated after ordering?
If your order hasn’t been dispatched yet, please email us as soon as possible and we’ll update the address for you. Once the order has been shipped, we’re unable to make changes.

Can I cancel my order?
Yes. Email moc.sbalmehcraobfsctd@troppus with your order number. Before dispatch, we can stop the order and issue a full refund. After dispatch, cancellation is still possible, but you must return the unopened parcel to us with the products unused and their original seals intact. Notify us within 14 days of receiving the goods and return them within 14 days of notifying us. You pay change-of-mind return postage. Refunds are handled under our Returns and Refund Policy; we may wait until the goods are back or you provide evidence of return, whichever is earlier. This does not limit your statutory rights, including for faulty, damaged or incorrectly supplied goods. See Shipping Policy section 1.3 for details.

What should I do if I selected the wrong product?
Contact us straight away. If the order hasn’t shipped, we can amend it. If it has already been dispatched, you can return the unopened, sealed item within 14 days under our returns policy.

Shipping & Delivery

Where do orders ship from, and what is the EU delivery estimate?
Orders are fulfilled and dispatched from the United Kingdom via Royal Mail. EU delivery is estimated at 3–5 working days from dispatch, plus any customs clearance time. International deliveries, including those to the EU, may be subject to customs clearance and import charges.

When is free delivery available?
Free standard Royal Mail delivery is available on two or more bottles in the United Kingdom, or three or more bottles internationally, including Ireland. No minimum spend is required. Below these thresholds, standard delivery costs £3.49 within the United Kingdom and £8.49 internationally, including Ireland. Final delivery charges are shown at checkout.

How is my international order packaged?
Please check your inbox for detailed instructions after your order has been dispatched.

My international parcel seems to be stuck in customs. What should I do?
Customs inspections are beyond our control and can take anywhere from a few days up to 2-3 weeks. In most cases, parcels are released without issue. If you believe your parcel has been held for an unusually long time, please get in touch and we’ll investigate.

Are there customs duties or import taxes?
Orders are dispatched from the United Kingdom via Royal Mail. For deliveries outside the United Kingdom, including the EU, import VAT, customs duties and carrier handling fees may apply. These charges are determined by the destination authorities, are payable by the recipient and are not included in our prices. Customs processing may extend delivery times.

My parcel is being held at a post office or depot and I can’t collect it. What do I do?
Please contact the delivery carrier shown in your tracking information during their opening hours to arrange a redelivery at a more convenient time, or to redirect the parcel to a nearby Post Office or collection point. Holding periods before parcels are returned vary by country.

What happens if my package is lost?
If a package is lost due to a carrier error, we will reship your order free of charge. If a package is lost because of an incorrect address you provided, contact us so we can investigate. If it is returned to us, you can arrange reshipment at the additional delivery cost or request cancellation under Shipping Policy section 1.3 and our Returns and Refund Policy. This does not limit your statutory rights.

Products & Quality

Which testing documents can I review? The supplied HPLC (High-Performance Liquid Chromatography) reports show the results for the samples identified in those documents. Please refer to the relevant report for the reported purity, sample details and analysis date. Testing claims are limited to the analyses and results documented in the supplied HPLC reports. Who manufactures your products, and who operates this store? We are AR CHEM. Our manufacturing base is in the United Kingdom. Orders from archemlabs.com are fulfilled and dispatched from the United Kingdom via Royal Mail. Can I review an HPLC report before ordering? Please refer to the HPLC documents supplied for the product. If you need the relevant report or help matching a report to a batch, email moc.sbalmehcra@troppus before ordering. Who can help explain the supplied HPLC results? Email moc.sbalmehcra@troppus with the product and batch details, and we can help explain the results shown in the supplied document. What is the shelf life of your products? All products have a shelf life of 24 months when stored at room temperature in a cool, dry place. Each bottle is labelled with a batch number and expiry date. Refrigeration is not required but can help prolong stability. What are the product storage instructions? Store in a cool, dry environment away from direct sunlight and moisture, with the lid tightly sealed. For optimal stability, storage at 2–8°C is recommended. Keep away from children and unauthorised persons. A product I want is out of stock. When will it be available again? Stock availability depends on the supply of raw chemical components, which can sometimes be disrupted. If a product is out of stock, you can sign up for a restock notification on the product page and we’ll email you the moment it’s available.

Returns & Refunds

What is your returns policy?
You can withdraw from your purchase within 14 days of receiving the goods, without giving a reason, provided the item is unopened, unused, and in its original sealed condition. The sealed-goods exception applies only where the legal conditions are met. It does not limit your statutory rights concerning faulty, damaged or incorrectly supplied goods.

What should I do about a damaged or incorrect delivery?
Please notify us within 48 hours of delivery with a photo of the issue. This reporting request does not limit your statutory rights for faulty, damaged or incorrectly supplied goods. Once verified, we’ll offer a replacement, an equivalent alternative, or a full refund depending on your preference and product availability.

Who covers the return postage?
For change-of-mind returns, return postage is at your expense. We strongly recommend using a tracked service. For returns caused by our error (wrong item, damage, defect), we’ll reimburse your return postage or provide a prepaid label.

When will an approved refund be processed? Once your return is received and approved, refunds are processed to the original payment method within 3-7 business days. If you withdraw from a purchase, we also refund the standard delivery cost you paid, no later than 14 days after receiving your withdrawal notice (we may wait until the goods are back with us or you send proof of return).

How are cryptocurrency payments refunded?
For an approved full refund, we return the original cryptocurrency amount due under our Returns and Refund Policy, in the same cryptocurrency and on the same blockchain network. Partial refunds return the corresponding proportion of the original payment. We cover the network fee for sending your refund and do not convert it using the exchange rate on the refund date. Contact moc.sbalmehcraobfsctd@troppus with your order number to confirm the receiving wallet details.