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.
Q: When will my order arrive?
A: We work hard to get your home décor pieces to you as soon as possible.
Processing takes up to 1-3 business days, and delivery usually takes 3-12 business days, depending on your location.
Estimated delivery time: 4-15 business days.
Order cut off time is 5:00 PM (GMT-05:00) Eastern Standard Time (New York). Orders after cut off time will be process the following business day.
Note: Holiday periods and postal delays may affect shipping times. If you have any questions, don’t hesitate to contact us.
Q: My package hasn’t arrived. What should I do?
A: We're sorry to hear that! If your delivery is delayed, please contact us at support@west28th.com.
Occasionally, delays can occur due to address issues or shipping disruptions. We’ll look into it and get back to you as quickly as we can.
Q: Can I cancel my order?
A: Yes — as long as your order hasn’t been processed, you can cancel it within 24 hours.
If it’s already on its way, no worries — you can still return it. Just refer to our Return & Exchange Policy for next steps.
Q: How do I start a return or exchange?
A: Please head to our Contact Us page and submit your name, order number, and reason for return. From there, we’ll guide you through the return process.
Note: Any item shipped back must include a tracking number to be considered a valid return.
Customers are responsible for the cost of return shipping.
Q: What is a Green Return?
A: In some cases, we offer a Green Return — you keep the item and receive a partial refund.
It’s a small way to reduce waste, skip the shipping, and make things easier for you and the planet.
Q: What currency will I be charged in?
A: All payments are processed in U.S. Dollars (USD).
Q: What payment methods do you accept?
A: We offer multiple ways to pay for a smooth checkout. You can use Visa, Mastercard, American Express, PayPal, Apple Pay, Google Pay, and Shop Pay. Depending on your location, additional local payment options may appear at checkout.
You can find more information here in our Billing Terms & Conditions Policy.
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