FAQ
Where are you based?
Our office is based in Abu Dhabi, UAE.
Can you do made-to-measure garments?
Absolutely. You can have your measurements taken in our studio or submit them via email to 28natelier@28natelier.com For further details, please refer to the ‘customization’ tab.
A style I want is sold out or from an older collection, what can I do?
In certain cases, we may be able to accommodate requests for remakes of sold-out styles or designs from previous collections. This is subject to the availability of materials and will incur a surcharge. If you are interested, please contact us at 28natelier@28natelier.com
Can I cancel my order?
Orders for ready-to-wear items may be canceled if the order is still processing and has not yet been shipped. A full refund will be issued upon successful cancellation. Made-to-measure garments are non-refundable and cannot be canceled once the order has been placed. If your ready-to-wear order has already been shipped, you may return it for a refund or exchange, subject to our return policy. For further details, please refer to the ‘shipping & returns’ tab.
How can I take care of the item(s)?
It is important that customers read the product description as this provides important information on how to care for your item(s). In most cases, hand washing or delicate washing would be best.
Why have I not received the item(s) yet?
Each order should receive a shipping confirmation email, alongside a tracking number. Still having trouble? Reach out to us directly at 28natelier@28natelier.com with the subject title “Order Support: [Your Order Number]”. For example, Order Support: #12345.
What can I do if the size does not fit?
No worries! You can request either a refund or an exchange within 7 days of the item being delivered, just send us an email and we’ll take care of it.
How do refunds and exchanges work?
To initiate a return or exchange, please contact us via email on 28natelier@28natelier.com with the subject title “Return/Exchange Request: [Your Order Number]” to initiate the product return process. All inbound and outbound shipping fees are payable by the customer. For further details, please refer to the ‘shipping & returns’ tab.
The product is damaged.
Our team aims to assure each item upholds high quality standards before shipment, but if there has been a mishap or damage during delivery then we would be more than happy to repair or replace the item. Simply send pictures of the item to 28natelier@28natelier.com with the subject title ‘Faulty Item’ and we will get back to you as soon as possible.