Refund policy

We want you to love every item you receive—but if something’s not quite right, we’re here to help.

30-Day Return Window

You can return eligible items within 30 days of delivery.

To qualify for a return, items must be:

  • Unused and unworn

  • With original tags attached

  • In the original packaging

Exchanges

We offer exchanges within 30 days of delivery, as long as the item is:

  • Unused and unworn

  • With original tags attached

  • In the original packaging

Customers are responsible for all exchange shipping costs, including shipping the item back to us and shipping the exchanged item back to you.

Return Costs

Return shipping is handled as follows:

  • We cover return shipping for items that arrive damaged, defective, or incorrect.

  • Customers are responsible for return shipping on all non-defect returns, including returns due to preference, sizing, or ordering errors.

We do not charge a restocking fee.

Starting a Return

To initiate a return, please contact us at support@west28th.com.

We’ll provide simple instructions and return details. Please do not send returns without contacting us first, as we may not be able to process them.

If you’re responsible for return shipping, you may use any carrier—but you must provide a tracking number. Returns without tracking can’t be verified and may not be processed.

Final Sale Items

Please note: sale items and gift cards are non-returnable and non-refundable.

European Union 14-Day Cooling-Off Period

If your order was shipped to the European Union, you have the right to cancel or return your order within 14 days, for any reason. Returned items must be unused, unworn, and in their original condition.

Refunds

Once we receive and inspect your return, we’ll email you with an update.

If approved:

  • Refunds are issued to your original payment method

  • Processing typically takes up to 7 business days

  • Your bank/card provider may take additional time to post the refund

If it has been more than 15 business days since your refund was approved, contact us at support@west28th.com.

Our contact information is posted below:
Legal Entity: Aegis De Santos LLC
Trade Name (DBA): West28th
Email: support@west28th.com 
Phone: +1 302-440-5932
Address: 254 Chapman Road, STE 208 #18410, Newark, Delaware 19702
Customer Service Hours: Monday – Friday, 9:00 AM – 5:00 PM (EST)

We will respond to your email within 24 hrs (Mon–Fri) — weekend messages answered Monday.