SHIPPING
- We offer worldwide shipping, with orders dispatched on weekdays. Once your order has been dispatched, you will receive a confirmation email. Please ensure that all information is entered correctly at checkout.
- For urgent orders, you may prefer to book an appointment to collect your items from our office in the UAE.
- While we guarantee timely dispatch, we cannot be responsible for any delays caused by the shipping carrier. Please note that 28NATELIER is not liable for any customs fees or charges incurred with international shipping.
- Tracking details are provided for your convenience, and we recommend monitoring them regularly for updates. If you encounter any shipping issues, please contact us via email at 28natelier@28natelier.com, using the subject line “Order Support: [Your Order Number]” (e.g., Order Support: #12345).
- For claims regarding shipping issues, you must contact us within 10 days (Gulf region) or 40 days (international) from the dispatch date. Unfortunately, we are unable to offer refunds or replacements beyond these timeframes
- We cannot be held responsible for orders delivered to an incorrectly entered address and are unable to issue a refund or replacement under such circumstances.
RETURNS
- For refunds or exchanges, please send us an email at 28natelier@28natelier.com with the subject line ”Refund/Exchange Request: [Your Order Number]” and await approval before proceeding. Refunds or exchanges will only be processed once approval has been granted.
- We offer refunds or exchanges on returns made within 7 days of delivery.
- If you believe an item is faulty, please email us with the subject line “Faulty Item” and include your order number, clear images of the fault, and a description. We will assess your claim and provide further instructions.
- For returns to be accepted, all original tags must be intact, and the item must show no signs of wear. Items that do not meet these conditions will be returned to the sender.
- Ensure to include the returns label you received with your order to avoid delays.
- Refunds will be processed within 3-5 business days after receiving the return, and the refund will be issued to your original payment method net of return shipping fees.
- If you are a guest customer, you will need to register an account to request a return online.
- Please note, custom-made garments are not eligible for refunds or exchanges.