There are a few reasons why this might be happening. Please check the following:
1. Are you on the correct returns portal for our US website for online orders?
For the correct URL, click here for online purchases: Archies Footwear Returns Portal
For retail purchases, click here: Archies Footwear Returns Portal
2. Have you used the complete order number including the letters?
For example, US12345
3. Have you used the email associated with your order?
If you used a different email, it might not be able to trace your order.
4. Is it an order that was placed more than a year ago?
Sometimes our portal does not always recognise older orders. If this is the case, please contact us at customer support to help you.