Frequently Asked Questions
Returns & Exchanges
What is your return policy?
We want you to be absolutely delighted with your new 28MM jewellery. If for any reason you are not entirely satisfied with your item(s), you may return them within 20 days* from the date of purchase.
- Items must be returned in original condition with the original packaging.
- Items exempt from both the refund and exchange policies, unless they are found to be faulty, are:
—Commissioned pieces (bespoke)
—Customised pieces
—Sale or discounted items, unless specially stated - In the interest of hygiene, we do not accept returns or refunds on earrings unless they are defective or the wrong item was sent.
- Refunds will be in the form of store credit, which will be credited to your account within 2-3 working days from the time we receive your item(s). Please ensure you have created a membership account with us here in order to receive the store credit.
How do I return my items?
Our return policy is only applicable to any item(s) purchased online and delivered in Singapore, within 20 days* of receiving your order. We reserve the right to reject item/s that do not fulfil the conditions above.
Return in-store
Items purchased in physical stores are not eligible for online returns.
Return by mail
Shipping cost for the return package is borne by the customer.
Step 1: Reach out to us at mail@28-mm.com with the subject title Return Request - [Your Order Number]. Briefly describe the reasons for your request. Our team will get back to you on whether a return is possible, depending on the products that were ordered.
Step 2: Once approved by our team, you may pack the item(s) into the original packaging and ship it to the following address:
28MM STORE (RETURNS)
Spazio@Kovan, #01-04
767 Upper Serangoon Road
Singapore 534635
It is recommended that you opt for a shipment method that enables tracking. 28MM STORE will not be responsible for the loss of a returned parcel.
Your refund will be given in the form of store credit, which will be credited to your account within 2-3 working days from the time we receive your item(s). Please ensure you have created a membership account with us here in order to receive the store credit.
Return in-store
Free of charge
Please send us a message via WhatsApp so that our team can arrange for an allocated time slot for you to drop by.
Can I exchange my items if they don’t fit well?
Absolutely! That is given that the item is still in its original packaging and hasn’t been worn. We would be more than happy to do an exchange for you within 20 days* from the date of purchase.
If the replacement item is of a lower value, you may use the excess value on another item. Please note that any excess value cannot be refunded.
Exchanges can only be made in our store. If you are unable to drop by, please opt for a return by mail instead. You will be refunded in the form of store credit, which can then be used to purchase other items.
Exchanges are subject to stock availability.
Can I alter my items if they don’t fit well?
Should you want to extend or shorten your items, that would require an additional alteration cost of $5 as all items are customised to each and every customer’s unique order. However, if we have a ready-made piece, alterations would not be necessary (again, as long as items are still in perfect condition).
For product alterations, you will need to bring your item(s) to our store. Please send us a message via WhatsApp so that our team can arrange for an allocated time slot for you to drop by.
How can I make an exchange?
Exchange via mailing is available. Do note that the shipping fees (two ways) will be borne by the customer. To avoid shipping fees, you may come to our store to do an immediate and direct exchange.
Please send us a message via WhatsApp so that our team can arrange for an allocated time slot for you to drop by.
Products & Services
Can I wear my products to shower and exercise?
Yes, most of our products are stainless steel, unless stated otherwise. Stainless steel is sweat and water resistant, so it is absolutely safe to wear it under water and when you exercise. Though it is not advisable to wear your stainless steel accessories to swim due to the chlorine, the effect is minimal and will remain shiny for a long time.
For 925 sterling silver items such as pendants paired alongside our chains, we advise against wearing it under water as over time, your item(s) will tarnish.
Can you write a note for me or do gift wrapping?
Yes and yes! We try our best to accommodate our customers’ requests. All you have to do is leave your requests in the ‘notes’ section. We’ll be happy to help.
How do I find the most suitable sizes and fit?
We recommend that you refer to our Size Guide to help you find the most suitable sizes for your 28MM jewellery.
Do you provide repair services?
If you require alteration after receiving your product, you will be charged a service fee of SGD 5, or more depending on the requirements of your product. You will have to pay for the to and fro mailing of the return product as well via Paynow.
Do you provide alteration services?
If you require alteration after receiving your product, you will be charged a service fee of SGD 5, or more depending on the requirements of your product. You may either drop by our store or mail the items back. The mailing fees (to and fro) will be borne by you.
Please note: you will be responsible for the item(s) until they reach us as we cannot be held responsible for items that become lost or damaged during your return postage to us, therefore we suggest you use a secure delivery service which requires a signature for proof of receipt.
Shipping & Tracking
What are the available shipping options, locally and internationally?
Singapore
Your parcel will be delivered by J&T Express. Kindly note that there may be a slight delay for custom orders, and for orders placed during sale periods. Otherwise, you can expect your parcel to arrive within the stated timeframes.
International
Is there a same-day delivery option?
Unfortunately, we do not offer this option. If you need your items urgently, you may drop us a message on Instagram and our team will try their best to expedite your order.
How can I track the delivery of my parcel?
To access your tracking link, please refer to the shipping email that was sent to your email address.
If you did not receive that email, do reach out to us via Instagram or email and we will send the link to you again.
I have not received my package, what should I do?
Please write it to mail@28-mm.com if you suspect that your order is lost.
Can I change the mailing address after my order has been dispatched?
Unfortunately, we are unable to redirect orders once your items have been shipped.
Please ensure you provide the correct mailing address when placing your order to avoid delays in shipment.
What happens if my parcel goes missing?
We do try our best to help customers retrieve lost parcels but we will not be responsible for any lost, stolen or damaged shipments.
Kindly ensure that your billing and shipping addresses are correct (and complete — don't forget your unit numbers) before confirming your order. This will prevent complications and delays throughout the shipping process, and you will be able to receive your orders promptly.
However, if a mistake was done on our part, exchanges for your correct order will be done immediately.