Returns & Exchanges

Please be advised that any change in a customized order must be received by email ( (Subject: Order number + name)within 24 hours.

If you are not happy with your item (non-personalized), please get in contact and we can refund or exchange the item - you must contact us by e-mail ( (Subject: Order number + name)no later than 7 days after receiving your order, and return the item within 14 days.  Goods must be returned in the same condition as they were received, we cannot refund items that have been damaged by you after receipt.  

Shipping returns or exchanges will be subject to shipping charges.

Shipping costs will only be refunded when the return is a result of our error. We advise you to ship your return with an insured & trackable courier. 28AND31 is not responsible for items damaged or lost in transit by the carrier.

Once we receive the returned item, we will credit your account within 10 business days. You will receive a confirmation email once this is completed. Original shipping charges are not included in the refunded price. Based on your financial institution, it can take up to 2 to 14 working days to reflect on your account statement once your refund is processed.