FAQ's
Check a category below and find the answers to associated common asked questions.
If they have any additional questions that have not been answered, please ask them to contact us via the 'Contact us' section below.
ORDERS & PAYMENT
Completing an order
Verify that you have correctly entered the data for your selected method of payment. If you are paying with a credit card and the problem persists, we suggest contacting your Credit Card Issuer.
Owner Cancelling an order
Orders placed on thirdvoicestores.com may not be cancelled or modified. Please rest assured that you may always return your order upon receipt if you no longer wish to keep it.
Item in Pre-order
Pre-Order items are products from the most recent collection that can be reserved in advance within a limited timeframe. When purchasing a Pre-Order item, you will be among the first to reserve a product in your preferred style and size. The expected shipping date for Pre-Order items will be clearly noted on the product page. This date is only an estimate and is subject to change. Please note, Pre-Ordered items are not guaranteed. If for any reason we are not able to fulfill your Pre-Order, we will refund you the full amount of the Pre-Order. For updates regarding your Pre-Order, please contact us at orders@thirdvoicestores.com
Completing an order Item not available
If the item you are looking for is not available for purchase, you can always sign up to our waiting list to be notified when the item becomes available again.
Payment methods
thirdvoicestores.com accepts the following payment methods :
Credit Card : Visa, MasterCard, American Express, Discover.
The amount will be charged to your card once the items are shipped. Balenciaga.com features a Fast Checkout option, allowing you to securely save your credit card details so that you do not have to re-enter them for future purchases.
PayPal : Shop easily online without having to enter your credit card details on the website. Your account will be charged once the items are shipped. To register for a PayPal account, visit the website paypal.com.
Invoice reception
Your invoice will be sent by email along with your confirmation.
SHIPPING & DELIVERY
Delivery services
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Order shipping & tracking
After placing your order, please allow 1 to 3 business days to process your order. Orders placed on the weekend will not be fulfilled until Monday or Tuesday depending on the backlog of orders. Once your order is shipped, you will immediately receive an email with your tracking information. Sometimes couriers take a few days to update tracking information. Estimated delivery times once your package leaves the warehouse:
Canada: 6 to 15 business days
USA: 6 to 15 business days
Rest of World: Varies by location. Please check estimated times at checkout.
Please check the number of parcels you received and ensure they are not damaged. You must immediately report any damage and/or missing product/parcel on the delivery slip.
All orders are processed automatically, and we cannot shorten or extend shipping times. Please note that you cannot choose the date or time of delivery. Our carrier delivers packages Monday through Friday during business hours and will make two delivery attempts. If the second delivery attempt fails, your order will be returned to the sender.
Once the order has been placed, it is no longer possible to change the shipping address.
Order has not been delivered yet
If your order has not been delivered within the estimated timeframe, we recommend:
- Checking that the delivery address is correct
- In the case of a missed delivery, please contact Purolator.
- Contact us at orders@thirdvoicestores.com and we will be happy to assist you!
RETURNS, REFUNDS & EXCHANGES
Returns, Refunds & Exchanges
To make a return or exchange*, please email at us at: orders@thirdvoicestores.com
*Please note the following stipulations surrounding returns:
We are happy for the customer to return items providing there is a good reason for return. You can return an item within 14 days of placing your order for a full refund or exchange (this includes pre-order items). All returned items must be unworn and in re-sellable condition, with the tags still attached and in its original packaging. We reserve the right to return the item back to the customer if these conditions aren't met.
Please note that returns are currently not free and it will be the full duty of the customer to pay for the return of any item bought with us. Please also be aware that we are not liable for items that are lost or damaged during transit and we strongly recommend that all returns are sent using recorded delivery.
All of our items are inspected once they are received at the fulfillment centre - if they are found to be damaged or dirty, we are entitled to have this sent back to the customer as this is a condition of our returns and refund policy. We are conscious of the potential waste un-resellable returns create and ask that customers consider this also, which is why we prefer to return these items back to the sender. If our fulfillment team finds the item to be in an un-resellable condition, a specialist team can review this on a case by case basis; however please bear in mind this will inevitably add more time until you may receive a refund.
Products returned for an exchange will not have to pay extra charges for their exchanged product to be sent out. Additionally, we are unable to offer exchanges or refunds for any sale or discounted products.
Please note, it can take up to 14 days to receive and complete your return or exchange. In the event that a refund is due, we will refund the customer the amount paid for the item found within the receipt and order details. This does not include external costs such as shipping fees.
Be sure to keep hold of your receipt in the meantime, since the responsibility of the return is yours until it reaches us.
Sale Items
Sale items are non-refundable, non-returnable and non-exchangeable. Once a product has been purchased at a set price, we are unable to apply future sale discounts or refunds to that product in the event of an exchange.
Return process
All products can be returned within 14 days from the delivery date: in their original condition and packaging (not worn, including all accessories and dust bag).
Please kindly note that we only accept returns that have been sent via Purolator, using the provided prepaid label. Please follow these steps to return your order:
- Peel off the Return Label, available inside your parcel, and attach it to your box.
- Complete the Return Authorization form and place it inside the box.
- All the invoices should be attached on the outside of your parcel in a transparent plastic pouch. Please note that these invoices cannot be placed inside the box, as customs should be able to collect it.
- Drop-off your parcel at the chosen Purolator Access Point.
Return label
If you have lost the return label, please contact us at orders@thirdvoicestores.com. We will be happy to assist you.
Archive Project is not liable for merchandise returned using a method or carrier other than this prepaid label.
Refund
The refund of your order will be processed within 14 business days upon the receipt of the returned item. Please kindly note that we reserve the right to decline a refund in case your item was not sent in its original condition (worn, damaged, etc.) The refund will be issued directly to the payment method used for the original purchase
Return fees
All returns are free of charge, please make sure to use the pre-paid label provided in your parcel.
NEWSLETTER & INFORMATIONS
Newsletter
Subscribe to our Newsletter and you can :
- Be among the first to discover the latest news from Third Voice,
- Access promotions reserved exclusively to our customers,
- Receive our style tips, and much more.
You can subscribe by entering your email address below the FAQs section.
Unsubscribing from the newsletter
If you do not wish to receive our Newsletter anymore, you can unsubscribe at any moment by clicking on the Unsubscribe link at the bottom of every Newsletter. This will open a webpage where you can confirm that you want to unsubscribe.
We ask you to consider that you may still receive several more communications before your request is fulfilled ; we apologize for the inconvenience.
Private informations
As described in our Privacy Policy, we uses and protects any information that you give Third Voice when you use this website. Third Voice is committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified when using this website, then you can be assured that it will only be used in accordance with this privacy statement. Third Voice may change this policy from time to time by updating this page. You should check this page from time to time to ensure that you are happy with any changes
We may collect the following information (upon request):
- name
- contact information including email address
- demographic information such as postcode, preferences and interests
- other information relevant to customer surveys and/or offers
PRODUCT
Product care
We always recommend washing all products in cold water or dry cleaning to extend the life of the garment. Be sure to hang all products to maintain print quality. Tumble drying may deteriorate the print over time, but if necessary we suggest using the lowest possible temperature setting to dry.
Sustainability
We seek to minimize our environmental footprint and promote ethical practices throughout our supply chain. We prioritize eco-friendly materials, responsible manufacturing processes, and transparency in sourcing to create fashion that is both conscious and stylish.
Authenticity
Our products are crafted with the highest-quality materials, design and workmanship.
We guarantee the authenticity of all products purchased on thirdvoicestores.com. All products are individually controlled for quality by our specialists