Returns & Refunds
Every piece is made to order specifically for you. Because of that, we do not accept returns or exchanges for change-of-mind, sizing errors, or color preferences. Please consult our Size Guide carefully before ordering.
What we will replace or refund
We will replace or refund your order if any of the following apply:
- The item arrived damaged in transit.
- The item has a manufacturing defect (broken stitching, embroidery flaw, fabric tear at point of construction).
- You received the wrong item, color, or size compared to what is on your order confirmation.
- The package never arrived and our carrier confirms it as lost.
How to file a claim
Within 14 days of delivery, email us at orders@twothreeseven.com with:
- Your order number.
- Clear photos of the issue, including a wide shot and a close-up.
- A short description of the problem.
We will respond within 3 business days with a decision. If approved, we will arrange a replacement at no cost, or a full refund to the original payment method.
What we cannot accept
- Items washed, worn, or altered.
- Sizing complaints where the chosen size matches our published size chart.
- Subjective color differences (screens render colors differently).
- Claims filed more than 14 days after delivery.
Refund timing
Approved refunds are issued to the original payment method. Card refunds typically appear within 5 to 10 business days; mobile money and bank transfers may take longer depending on your provider.
Order cancellation
Because production begins within 24 hours of order placement, we can only cancel orders if you contact us within 24 hours of checkout. After that, the blank has been pulled and embroidery scheduled, and the order cannot be cancelled.
Questions before you order? Email orders@twothreeseven.com and we will get back to you the same day.