FAQs
Frequently Asked Questions
We’re here to help! Below are answers to some common questions about shopping with us. If you don’t see what you need, feel free to reach out — we’re always happy to assist.
Orders & Shipping
Q: How long does shipping take?
A: Orders are processed in 1–3 business days (Mon–Fri). Once shipped, delivery time depends on your location and carrier conditions. Estimated delivery times are listed in our Shipping Policy.
Q: What is your order cutoff time?
A: Our cutoff time is 5:00 PM EST (New York time). Orders placed after this time are processed the next business day.
Q: Can I track my order?
A: Yes. Once your order ships, you’ll receive an email with your tracking number. Tracking may take 24–72 hours to update after shipment.
Q: Do you ship internationally?
A: Yes—we offer international shipping. Shipping times and rates vary by destination.
Note: Holiday periods and postal delays may affect shipping times. If you have any questions, don’t hesitate to contact us.
Payments & Billing
Q: What payment methods do you accept?
A: We accept Visa, Mastercard, American Express, Shop Pay, Apple Pay, Google Pay, and PayPal. Additional local payment options may appear at checkout depending on your location.
Q: Will I be charged in USD?
A: Yes—all prices and payments are processed in U.S. Dollars (USD).
Q: Why was my payment declined?
A: This can happen due to bank security checks, mismatched billing details, or insufficient funds. Try another payment method or contact your bank for approval.
Returns, Exchanges & Refunds
Q: What is your return window?
A: Returns are accepted within 30 days of delivery for eligible items that are unused, unworn, with tags attached, and in original packaging.
Q: Do you offer exchanges?
A: Yes—exchanges are accepted within 30 days of delivery for eligible items in unused condition, with tags and original packaging. Customers are responsible for all exchange shipping costs (sending the item back and shipping the exchanged item out).
Q: How do I start a return or exchange?
A: Email support@west28th.com with your order number and the reason for the return or exchange. We’ll send you instructions.
Q: Do you charge a restocking fee?
A: No—we do not charge restocking fees.
Q: Who pays for return shipping?
A: If your item arrives damaged, defective, or incorrect, we cover return shipping. For all other returns, the customer is responsible for return shipping costs.
Q: How long do refunds take?
A: Once your return is received and inspected, approved refunds are processed to your original payment method within 7 business days. Your bank may take additional time to post the funds.
Order Issues
Q: My package hasn’t arrived—what should I do?
A: If your order is delayed, email support@west28th.com with your order number. Shipping delays can happen due to address issues, weather, or carrier disruptions, and we’ll help you as quickly as possible.
Q: My tracking says “delivered” but I didn’t receive it—what now?
A: First, check around your property, mailbox, neighbors, or reception area. If it’s still missing after 24–48 hours, contact the carrier. Then email us and we’ll help with next steps.
Q: I received the wrong item or something is missing—what should I do?
A: Email support@west28th.com with your order number and photos, and we’ll fix it.
Other Questions
Q: What is a Green Return?
A: In some cases, we may offer a Green Return, where you keep the item and receive a partial refund. This reduces waste and avoids return shipping.
Q: Are product colors accurate?
A: We do our best to show true-to-life colors, but slight differences may occur due to lighting and screen settings.
Q: My item looks slightly different than expected—is that normal?
A: Yes—minor variations can happen due to production batches and display settings. If something looks significantly off, reach out and we’ll help.
Still need help?
We’re always here for you. If you couldn’t find the answer you were looking for, just email us at support@west28th.com— we’ll get back to you as soon as we can.
Contact Information:
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