Refund policy
MANSION 28 CUSTOMER SERVICE POLICY
At Mansion 28, we are dedicated to offering our customers an exceptional shopping experience. Our customer service policies for purchases made through Mansion28.com and our physical stores are designed to ensure your satisfaction with every transaction.
Please find below the key aspects of our policy:
ORDER ENQUIRIES AND ADJUSTMENTS
Order Confirmation: Upon placing your order, please ensure all details are accurate. We kindly request you to review your order confirmation carefully.
Order Changes: Regrettably, once an order is confirmed, we cannot modify its details, including size, colour, personal information, or delivery options. We recommend contacting customer service within our working hours for any urgent order cancellation requests.
RETURNS, REFUNDS AND EXCHANGES
To initiate a return or exchange, please start the process here.
If your return or exchange is accepted, we’ll send you instructions on where to send your package. Items sent back to us without first requesting a return or exchange will not be accepted.
You can always contact us for any return or exchange questions at hello@mansion28.com. We will aim to respond to any queries within 3 business days.
14-Day Return Period: You may return or exchange your purchase within 14 days of delivery if item meets our return requirements.
7-Day Return Shipping Window: Once your return request has been approved, you’ll have 7 days to ship your item back. Returns sent after this period may not be accepted.
Damaged Items: If your item is damaged or faulty, we will cover return shipping costs.
Item didn’t fit: Although we have taken the upmost consideration to create one-size garments, if you garment does not fit we will cover return shipping costs.
Returns due to change of mind will not be accepted.
Please note: Light bead shedding on capes is not considered a fault and does not qualify for return, exchange or refund.
Sample sale items are not eligible for exchanges/ refunds/ returns under any circumstances.
Condition for Returns and exchanges: Items must be in their original condition and packaging. Items must be unworn and the tag must not be removed. Please include your order number in the return package.
Proof of Postage: Please provide proof of postage or a photograph of the returned item to facilitate a swift refund process.
Refund Processing: We will notify you once we have received and inspected your return and let you know if it was approved or not. If approved, you’ll be automatically refunded (either just the value of the returned item or the value of the returned item plus delivery) on your original payment method within 10-14 business days. Please remember it can take some time for your bank or credit card company to process and post the refund.
Exchange Processing: We will notify you once we have received and inspected your item and let you know if it was approved or not. If approved, we will send out your new item on our next shipping day. Shipping days are currently every Monday and Thursday.
Unless the item is faulty or damaged or does not fit, you are responsible for the cost of the return. Return labels will be provided once the return or exchange is approved.
We will not be responsible for returned orders that have been lost in transit.
If more than 15 business days have passed since we’ve approved your return and received the item back, but you have not received your refund, please contact us at hello@mansion28.com
CUSTOMER SUPPORT AND ENQUIRIES
Contact Us: For any queries, including returns, refunds, exchanges, delivery issues, or product information, please contact our customer service team at hello@mansion28.com. Our dedicated customer service team strives to be as polite and attentive as possible, aiming to resolve your concerns was soon as possible.
ADDITIONAL POLICIES
Hijabs and Abayas: Complimentary hijabs may not exactly match the abaya due to fabric dye variations.
Product Variance: Due to lighting and production processes, the actual shade of the product may slightly vary from one another as well as the online images.
CUSTOMER SATISFACTION
At Mansion 28, we are committed to your complete satisfaction and will work diligently to address any concerns you may have, ensuring that every interaction reflects the elegance and sophistication synonymous with our brand. Your feedback is invaluable to us in improving our services and offerings. For further assistance, please contact our customer service team.