Returns

Returns

  • We offer free returns in Russia only.
  • You have two attempts to hand over your return to the courier, after that you will need to ship it back at your own expense
  • You can start the return process by logging in to your account. Your order status has to be "Completed"
  • If you’re not satisfied with your purchase, you can cancel the order before delivery, or return the item(s):

    1. within 7 days* after you have received an online order

    2. within 14 days after buying offline
  • All articles can be returned as long as they have not been used and are in perfect condition, with all original tags attached and accompanied by the return form**
  • Please note that beauty products and swimwear cannot be exchanged or returned.

How long do I have to return my order?

7 days

to let us know that you want to return your online order

14 days

is the time within which you need to send the item(s) back to us by courier service, post or via our retail stores

How many days do I have to return an item? (offline purchase)

14 days

from the day of purchase

Where did you make your purchase?

Offline store

1.

А receipt

2.

Passport

3.

Purchase

4.

Bring the items to the store for refund or exchange.

More details

ONLINE STORE (Russia, Kazakhstan and Belarus)

1. OUR FREE RETURN SERVICE

1.

Log in to your account

2.

Choose the item(s) to return

3.

Inform us when and where you will meet the delivery person

4.

Print out the waybill and return form from the email we’ll send you

5.

Pack your parcel with the shipment labels clearly visible

6.

Put a sticker on the box with your signature and date

7.

Hand over the parcel to the courier service

2. RETURN TO THE STORE

1.

Log in to your account

2.

Choose the item(s) to return

3.

Print out the waybill and return form from the email we’ll send you

4.

Pack your parcel with the shipment labels clearly visible

5.

Bring the items to the store for refund or exchange.

I don’t have an account
More details

ONLINE STORE (INTERNATIONAL)

1.

Log in to your account

2.

Choose the item(s) to return

3.

Print out the waybill and return form from the email we’ll send you

4.

Pack your parcel with the shipment labels clearly visible

5.

Put a sticker on the box with your signature and date

6.

Ship the parcel at your own expense by courier service of your choice

7.

Let us know the tracking number of your parcel

I don’t have an account
More details

REFUND

We process up to 90% of returns in 4 business days

1.

1. We will receive your returned garment(s) at our warehouse in 1-3 business days within Russia, or 8-13 days (international shipping)

2.

Our team will process the return in 1-2 business day

3.

We'll refund the purchase amount to the original form of payment in another 1-2 days

4.

The time it will take for refunds to appear in your account depends on your bank/card issuer (up to 30 days)

* Within the order of the Government of the Russian Federation from September 27, 2007, No. 612: “Rules of Online Sale of Goods”

** In accordance with the federal law “Consumer Rights Protection” dated 07.02.1992 № 2300-1

IF YOU DON’T HAVE AN ACCOUNT YET

1.

Enter the same e-mail you used upon placing a new order

2.

Click “Password Reminder” button

3.

You will be emailed your password

IF YOU WANT TO RETURN THE ITEMS PURCHASED IN RETAIL STORES

  • Bring the item to the store where you made the purchase earlier
  • 2. To return goods you will need your passport and receipt. If you paid with your bank card, you need to have it with you
  • 3. Fill out the application to return or exchange the item(s)
  • 4. Providing that the goods are unworn, we'll give you a full refund (or difference, if any, in the case of exchanges) by the same method you used to pay. Refunds to credit or debit cards can take up to 10 days depending on your bank/card issuer. 5. ATTENTION! Return order must be packed in a box or bag and sealed individually with a sticker. On the sticker must be the date, signature and decryption of the sender. In the case of sending a refund without the sticker, the responsibility for safety lies with the sender (buyer).

IF YOU ARE IN RUSSIA, KAZAKHSTAN OR BELARUS:

  • 1. Let us know that you would like to return the item you received whether you don't like it or it doesn't fit. Please contact us at ‪‪8 800 500 46 11‬‬ or e-mail at 12storeez@12storeez.com
  • 2. Tell us your order number and at what time and address it will be convenient for you to expect a courier
  • 3. You can also come to one of our stores to get a refund
  • 4.1. The courier will arrive at the specified address and time to pick up your return. PLEASE NOTE, Your return order must be packed in a box or bag and sealed individually with a sticker. The date and your signature must be indicated on the sticker. In case of sending return items without the sticker, the responsibility for safety lies with the customer (Moscow)
  • 4.2. Pack your return in a box or bag and seal individually with a sticker provided by DHL. The date and your signature must be indicated on the sticker. In case of sending return items without the sticker, the responsibility for safety lies with the customer (Russia, Kazakhstan, Belorussia)
  • 4.3. You have 14 days within which you need to send the item(s) back to us by courier service, post or via our retail stores
  • 5. Our team will process the return in 1-2 business day. We'll refund the purchase amount to the original form of payment in another 1-2 days.
  • 6. Refund methods: - if your order was paid for in cash to the courier, we will issue a refund to the banking account you mention in a return form; - if you paid for your order by card, we will issue a refund to the original method of payment
  • 6.1. We will receive your returned garment(s) at our warehouse in 1-3 business days within Russia, or 8-13 days (international shipping). The time it will take for refunds to appear in your account depends on your bank/card issuer (up to 30 days).
  • 7. The refund does not include the original delivery cost.

IF YOU ARE NOT IN RUSSIA:

  • 1. Let us know that you would like to return the item you received whether you don't like it or it doesn't fit. Please contact us at +7 499 653 81 73 or e-mail at 12storeez@12storeez.com
  • 3. Fill out the application to return or exchange the item(s)
  • 3. Send the item(s) back to us at your own expense via any shipping company you prefer. Our address: 121059 Russia, Moscow, Brezhkovskaya Naberzhnaya, 20, build. 19, 73. The addressee is «Aleksey Dolgov» (+79663893424). We recommend making a note of your return shipping tracking number in order to track the progress of your return shipment.
  • 4.1 PLEASE NOTE, Your return order must be packed in a box or bag and sealed individually with a sticker. The date and your signature must be indicated on the sticker. In case of sending return items without the sticker, the responsibility for safety lies with the customer.
  • 4.2 You have 14 days within which you need to return the item(s) to us by courier service, post or via our retail stores
  • 5. As soon as we receive your package, we will examine your returned item(s). Providing that the goods are unworn, we will process your return and issue a refund to your original payment method (card or PayPal account). The time it will take for refunds to appear in your account depends on your bank/card issuer
  • 6. We don't refund the cost of the original shipping***