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Returns

RETURNS

 

How long do I have to return an item?

If you changed your mind and want to return your item(s), you have 14 days to place a return request online and post your parcel. This 14-days period does not include the shipping. 

 

How do I place a return request?

  1. Log in to your 12 STOREEZ account and click on the Return Items button. Or click on the link
  2. Type in the order number containing the item(s) you want to return and choose the reason for return. 
  3. Place the product in the original shipping box. We try to keep waste to a minimum and kindly ask our customers to re-use our packaging. 
  4. On the returns proforma invoice, check ‘RETURNED GOODS – OF NO COMMERCIAL VALUE’. Attach the returns label and proforma invoice to the outside of the box and remove any original shipping labels. 
  5. Book your collection with UPS or visit a UPS office.



The item(s) must be in original condition with the original packaging with all tags attached. Any garments that appear to have been worn, washed, or altered in any way will be refused. Underwear, swimming suits and pierced jewellery cannot be returned for hygiene purposes. 

 

How much will it cost me to return a parcel?

At the moment, UPS Express EU will cost 12,95€(returns take 2-6 business days to reach our warehouse). For our clients elsewhere, a UPS Express return will cost 25,95€ ((returns take 2-4 business days to reach our warehouse). Please note that if you were subject to a customs fee, we are unable to refund this fee for your order.

 

Did you receive my return parcel?

You will receive an email as soon as we receive your parcel. If you do not hear from us within 14 days, please contact our customer services. Please keep the proof of shipment with the tracking number until you get your refund. 

 

When will I receive my refund?

When your return is received, we do our best to refund you as soon as possible. The refund may take up to 14 days to appear in your account, depending on your bank or credit card issuer. We will issue the refund in the form of payment originally used for the purchase, unless you have explicitly requested something else in your refund request.  Please note, we do not make refunds to third parties. We are unable to refund shipping fees for your order.

 

Can I exchange an item? 

We cannot offer an exchange service at the moment. If you want to change an item you received, please return it for a refund and place an order for another item.

 

I’ve received a faulty item — what do I do?

We want to offer you the most beautiful items, but if despite all of our quality assurance checks, there is still a slight defect with your item, please contact our Customer Service team at friends@12storeez.com with a photo of the defect as well as your personal and order details.  

 

Send us an email at friends@12storeez.com if you have any questions.

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