Returns

Returns

We want you to enjoy your new item. If you’re not completely satisfied with your purchase, you can return the item(s) within 14 days after buying offline or 7 days after you have received an online order.
You have two attempts to hand over your return to the courier, after that you will need to ship it back on your own.

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.

You can start the return process by logging in to your account. Your order status has to be "Completed".

You can return your item(s) as follows:

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
2. Fill out the return form. You need to fill in all the necessary details on the form
3. Send the item(s) back to us at your own expense via any shipping company you prefer. Our address: 109004, Moscow, Aleksandr Solzhenitsyn Street, 23A building 1. We recommend making a note of your return shipping tracking number in order to track the progress of your return shipment
4. 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.
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

IF YOU ARE 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 ‪‪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. Fill out the return form (it will come along with your order or you can find it in the Returns section). You need to fill in all the necessary details on the form
4. The courier will arrive at the specified address and time to pick up your return
5. 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
6. You can also return the purchase to any of our stores
7. 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
8. The cost of the original shipping will be deducted from your refund

IF YOU WANT TO RETURN THE ITEMS PURCHASED IN OFFLINE STORES OR SHOWROOM

1. Bring the item to the store or showroom 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).

In case of any order-related questions, you can reach us at our toll-free helpline +7 499 653 81 73, by live chat or at 12storeez@12storeez.com.

Thank you!