FAQ

General information:

Where can I find 12STOREEZ stores?
Where can I find your showroom in Moscow? Do I need to schedule a visit in advance?
Is there parking available at Moscow's showroom?
Where is your store located in Yekaterinburg?
Where is your store located in Saint Petersburg?
What other cities are you going to bring 12STOREEZ to?
12STOREEZ franchise
The idea behind 12STOREEZ
Who are the 12STOREEZ designers?

Delivery:

How can I receive my order?
Do you provide try on delivery service?
What are the time and cost of delivery?

Payment:

How can I pay for my order?
Сan I pay for my order on delivery?
Are there any other ways to pay for my order?

Returns & Exchanges:

Can I return the items that I bought? What is the return policy? (offline purchases)
Can I return the items that I bought online?

General Questions:

How often does 12STOREEZ come out with a new collection?
Do you ever have a sale or seasonal discounts?
Do you sell gift cards?
Do you sell footwear, bags or accessories that I can see in the photographs?
The item that I'm interested in is out of stock. Will it be back in stock?
What is the biggest size in the range?
What is the height of your models?
My size is out of stock. Will it come back in stock?
Can I buy this item in another colour?
Does the range of items in your online store coincide with the range in your offline stores?
Can I add one more item to my order?
Can you put aside an item for me? (Moscow, Yekaterinburg)
Can I place a custom order? I would like a shorter/longer version of this piece?
I would like to see more pictures of this item from different angles?
Where is your manufacture located in?
What kind of package do you use?
How to take care of my clothes?
Who can I contact for advertising and PR queries? 

General information:

Where can I find 12STOREEZ stores?

Showroom:
Moscow, 2-ya Zvenigorodskaya st, 12/15, second floor.
Phone number: +7 499 110 76 25‬‬.

Stores:

Moscow, Europeisky shopping center, Kiyevskaya Railway Station Square, 2, second floor
Phone number: +7 499 653 82 45.

Moscow, Atrium shopping center, Zemlyanoy Val Street, 33, second floor
Phone number: +7 499 110 45 69.

Moscow, Metropolis shopping center, Leningradskoe Hwy, 16A/8, third floor
Phone number: +7 499 110 76 59.

Moscow, Oceania shopping center, Kutozovsky Prospect, 57, ground floor
Phone number: +7 499 110 76 95.

Moscow, Mega Teply Stan, Kaluzhskoe Hwy, 21 km, ground floor
Phone number: +7 499 110 87 24.

Moscow, Mega Khimki, 8th microdistrict, building 2
Phone number: +7 499 490 43 59.

Yekaterinburg, Khokhryakova Street, 21, first floor
Phone number: +7 343 288 5 229.‬

Saint Petersburg, Liteyny Avenue, 59, second floor
Phone number: +7 812 509 61 12.

If you need further directions, please don't hesitate to contact us.
We will be happy to see you!

 

Where can I find your showroom in Moscow? Do I need to schedule a visit in advance?

We will be happy to see you any time during working hours. No, you don't need to make an appointment to visit us. You can find us at this address: Moscow, 2-ya Zvenigorodskaya st, 12/15, second floor, the nearest subway station is "Ulitsa 1905 goda". The showroom is located on the premises of Argo Restaurant or Loft 19.0.5. In case you need help finding us, please call us at +7 499 110 76 25. We are looking forward to seeing you Monday - Sunday 12 a.m. - 10 p.m.

Is there parking available at Moscow's showroom?

Parking is available 24/7 (2-ya Zvenigorodskaya St, Kostikova St).

 

Where is your store located in Yekaterinburg?

Our store in Yekaterinburg can be found at Khokhryakova Street, 21.  We are waiting for you from Monday to Sunday 11 a.m. - 10 p.m. Contact us at 7 343 288 52 29.

We will be happy to see you!

 

Where is your store located in Saint Petersburg?

Our store in Saint Petersburg can be found in Liteyny Avenue, 59. It's located in the same building with Concept Store Porta 9 on the second floor. We are waiting for you from Monday to Sunday 10 a.m. - 10 p.m. Contact us at  +7 812 509 61 12.

We will be happy to see you!

What other cities are you going to bring 12STOREEZ to?

The list of cities we want to open our store in will be published at the beginning of 2017 on www.12storeez.com, Instagram page (@12STOREEZ) and Telegram channel (telegram.me/storeez).

 

12STOREEZ franchise

We are a young company that is currently busy with automating and optimizing business processes, efficient methods of operation and management. We believe it’s too early for us to sell franchises.

 

The idea behind 12STOREEZ

  • We create 12 stories each year – 12 mini collections
  • We take the latest tendencies and incorporate them into your everyday wardrobe
  • What we offer: wardrobe essentials and thought-through colour combinations. Each item can be worn by itself or easily turned into a perfect combination with our brand new ones. Going well together our clothing will make it possible for you to create multiple eye-catching choices on a day-to-day basis
  • Our principle is to make only what we would wear ourselves
  • Making our collections, we select only high-quality materials from the leading manufacturers of Italy, China and Russia. Giving preference to lightweight and soft-touch natural fabrics, the accent is made on creating clothing that allows ease for movement and comfort
  • We are striving to offer the best value for money to our customers
  • 12STOREEZ is about the simple silhouette and casual comfort

 

Who are the 12STOREEZ designers?

12STOREEZ collections are created by the talented Golomazdina twin-sisters, Marina and Irina. They don’t have a degree in fashion design, though: first, the girls studied the piano for 10 years, and after graduating from college they went straight into their first jobs. Prior to 12STOREEZ, Marina held the position of fashion director at Cosmopolitan Shopping for 8 years. Irina has 12 years’ experience in fashion retail.
The sisters themselves do not like the word designer and have no plans for conquering the fashion world or bringing a revolution to the industry. Their biggest dream is for the 12STOREEZ clothing to be worn worldwide.
Irina and Marina: 'We don’t take trends seriously, nor do we have a tendency to compare our brand with others in the market. We simply enjoy doing what we do and, thankfully, there are those who share our passion.’ 

Delivery:

How can I receive my order?

  • You can have your order delivered to you
  • You can pick up your order from our stores in Moscow

Address: Europeisky Shopping Center, Kiyevskaya Railway Station Square, 2, second floor
​Monday - Thursday 10 a.m. - 10 p.m and Friday - Saturday 10 a.m. - 11 p.m 

Address: Atrium Shopping center, Zemlyanoy Val Street, 33, second floor
Monday - Sunday 10 a.m. - 11 p.m.

Address: Metropolis Shopping Center, Leningradskoye Highway, 16A/8, 3rd floor
Monday - Sunday 10 a.m. - 11 p.m.

Address: Oceania Shopping Center, Kutuzovsky Prospect, 57, 1st floor
Sunday - Thursday 10 a.m. - 10 p.m. and Friday - Saturday 10 a.m. - 11 p.m.

Address: Mega Teply Stan Shopping Center, Kaluzhskoe Hwy, 21 km, ground floor
Sunday - Monday - Sunday 10 a.m. - 12 p.m

Address: our showroom, 2nd Zvenigorodskaya St., 12/15, 2nd floor
Monday - Sunday 12 a.m. - 10 p.m.

  • You can pick up your order from our store in Yekaterinburg

Address: Alatyr Shopping Center, Malysheva St., 5, 2nd floor
Monday - Sunday 10 a.m. - 10 p.m.

  • You can pick up your order from the Boxberry pickup points (cost 190 rub./apr. 3$)

Do you provide try on delivery service?

We can't offer try on delivery. However, we wll be waiting for you at our stores to help make the right choice:

Moscow, 2-ya Zvenigorodskaya st, 12/15, second floor. Phone number: +7 499 110 76 25.
Moscow, Atrium shopping center, Zemlyanoy Val Street, 33, second floor. Phone number: +7 499 110 45 69.
Moscow, Metropolis shopping center, Leningradskoe Hwy, 16A/8, third floor. Phone number: +7 499 110 76 59.
Moscow, Oceania shopping center, Kutozovsky Prospect, 57, ground floor. Phone number: +7 499 110 76 95.
Saint Petersburg, Liteyny Avenue, 59, second floor. Phone number: +7 812 509 61 12.
Yekaterinburg, Alatyr shopping center, Malysheva, 5, second floor. Phone number: +7 343 288 52 29

 

What are the time and cost of delivery?

INTERNATIONAL SHIPPING

Cost: 1.480 rub./apx. $26
5 - 10 business days (depending on postcode)
Delivery time: Monday to Saturday 10:00 a.m. – 8:00 p.m., except Sunday and public holidays
Packaging: 12STOREEZ box

MOSCOW

Courier service (within the MKAD)
Cost: 290 rub./apx. $5
Online payment or collect on delivery
No try-on service
If ordered before 5:00 p.m. – delivery on the next business day
If ordered after 5:00 p.m. – delivery on the day after tomorrow
If ordered on the weekends – delivery on Tuesday
Delivery time: Monday – Friday 9:00 a.m. – 9:00 p.m. Saturday – Sunday 10:00 a.m. – 6:00 p.m.
Packaging: 12STOREEZ box

Express delivery

Cost:  500 rub./apx. 9$
Prepaid orders only
No try-on service
For orders placed from 10:00 a.m. to 5:00 p.m. on working days
3-hour delivery
Packaging: 12STOREEZ box

Courier service (outside the MKAD)
Cost: 290 rub./apx. $5
If ordered before 5:00 p.m. – delivery on the next business day
If ordered after 5:00 p.m. – delivery on the day after tomorrow
If ordered on the weekends – delivery on Tuesday
Delivery time: Monday – Friday 10:00 a.m. – 6:00 p.m.
Packaging: 12STOREEZ box

MOSCOW REGION

Cost: 290 rub./apx. $5
1-3 day business days
Delivery time: Monday – Friday 10:00 a.m. – 6:00 p.m., except weekends and public holidays
Packaging: 12STOREEZ box

SAINT PETERSBURG

Cost: 380 rub./apx. $7
Online payment or collect on delivery
No try-on service
Delivery time: Monday - Sunday 12:00 a.m. - 07:00 p.m.
Packaging: 12STOREEZ box

RUSSIA

Cost: 480 rub./apx. $8
Online payment or collect on delivery (available for certain cities; if your city is on the list, you will be given this option)
No try-on service
Estimated delivery time is 1-6 business days depending on your region
Delivery time: Monday – Friday 9:00 – 6:00 p.m., except weekends and public holidays
Packaging: 12STOREEZ box

BELARUS, KAZAKHSTAN

Cost: 790 rub./apx. $14
Estimated delivery time is 3-10 business days depending on your region
Delivery time: Monday – Saturday 10:00 a.m. – 6:00 p.m., except Sunday and public holidays
Packaging: 12STOREEZ box

CIS COUNTRIES: ABKHAZIA, AZERBAIJAN, ARMENIA, KYRGYSTAN, MOLDAVIA, TAJIKISTAN, TURKMENISTAN, UZBEKISTAN, UKRAINE

Cost: 1480 rub./apx. $25
Estimated delivery time is 3-14 business days depending on your country
Delivery time: Monday – Friday 10:00 a.m. – 6:00 p.m., except weekends and public holidays
Packaging: 12STOREEZ box

Please, take notice that all orders are shipped on a DDU (Delivery Duty Unpaid) basis, meaning your order may be subject to local taxes and/or import duties, which are levied by your local customs authority. Product prices are displayed exclusive of all taxes and duties.  We are unable to calculate the exact amount of duties and taxes your order will incur, as these charges are imposed directly by the country shipping to. To learn more about customs fees, taxes or duties, please contact your local post office or international customs service.

Payment:

How can I pay for my order?

You can pay for your order on our website: www.12storeez.com. All transactions are carried out via 'RFI BANK JSC'. Once the order has been received, you will be automatically transferred to the payment page. If you have any order-related questions, you can contact us at +7 499 653 81 73. Our team will gladly help you!

 

 Сan I pay for my order on delivery?

All international orders as well as orders within Russia, except Moscow and Saint Petersburg, must be paid for prior to dispatch.

This option is available only for Moscow (within the Moscow Ring Road, MKAD), Saint Petersburg and for some Russian cities. If your city is on the list, you will be given an option to pay in cash or by card on delivery. Please, take notice that in case of a return, we will refund you the price of the item in the same way that you paid for it once we receive it along with the filled-out refund form.

 

Are there any other ways to pay for my order?

You can pay for your order using PayPal. Please, let us know what payment method you choose in the comment section when placing your order. If you have any order-related questions, you can contact us at +7 499 653 81 73Our team will gladly help you!

Returns & Exchanges:

Can I return the items that I bought? What is the return policy? (offline purchases)

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.
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.

  • Bring the item to the store or showroom where you made the purchase earlier
  • To return goods you will need your passport and receipt. If you paid with your bank card, you need to have it with you
  • Fill out the application to return or exchange the item(s)
  • 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.

 

Can I return the items that I bought online?

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
  4. 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. We do not refund in cash
  5. Unfortunately, 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
  5. If you collected your order at one of the Boxberry pickup points, the items can only be returned at the same point. Let the employee know your tracking number from the received text message. Fill out a corresponding return form. The items will be sent back at the expense of the Seller
  6. You can also return your 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

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.

General Questions:

How often does 12STOREEZ come out with a new collection?

New arrivals are added to the collection every week. The latest updates are to be found on our website: www.12storeez.com, the NEW section or on our Telegram channel: telegram.me/storeez.
12STOREEZ collections come out every month, 12 times a year. Each new collection continues the previous one and such a conception allows for a balanced look.

 

Do you ever have a sale or seasonal discounts?

Every Monday we offer a nice 7-day discount on one item of clothing which has been selected as our PICK OF THE WEEK. You can find out what exactly we feature this week on the 12STOREEZ Instagram page or in the SALE section at www.12stz.com.

 

Do you sell gift cards?

Yes, we have prepared gift cards for 3.000, 5.000 and 10.000 rubles.

 

Do you sell footwear, bags or accessories that I can see in the photographs?

Everything that is on offer you will find at www.12stz.com.

 

The item that I'm interested in is out of stock. Will it be back in stock?

An out of stock item will be probably available again. You can subscribe to a 'Back In Stock' notification.

  1. Go to our website;
  2. Choose the article you're interested in;
  3. Choose the size you need;
  4. Click on the button 'Notify me when this item is back';
  5. Enter your contact information: name, phone number and email address

As soon as the item is restocked, you will be automatically notified with an email. Receiving a back-in-stock alert doesn't mean the item is reserved for you to purchase.

If the item you're interested in (skirt/dress/trousers/coat) of this particular colour is not to be back in stock, it may be restocked in another colour. Keep updated with the latest news on our website www.12storeez.com, Instagram page (@12STOREEZ) and Telegram channel (telegram.me/storeez).

 

What is the biggest size in the range?

Our size range includes: XS, S, M, L. Quite often the preference is given to one size design. You can see more detailed measurements of any particular item and our size guide at www.12stz.com.

 

What is the height of your models?

Irina: 162 cm
Marina: 164 cm
Ekaterina: 166 cm
Polina: 170 cm
Kseniya: 170 cm
Anastasia: 176 cm

Our size range includes: XS, S, M, L. Quite often the preference is given to one size design. Standard height for size XS is 164 cm, for sizes S, M, L and ONE SIZE - 170 cm. For your convenience, we always list the measurements of every item, the size of the model and what size she is wearing. In case you have doubts what size will fit better, please contact us at our call-center number +7 499 653 81 73 or any other way (via email, Instagram account or live chat on the website). Our team will be happy to help you out!

 

My size is out of stock? Will it come back in stock?

An out of stock size will be probably available again. You can subscribe to a 'Back In Stock' notification.

  1. Go to our website;
  2. Choose the article you're interested in;
  3. Choose the size you need;
  4. Click on the button 'Notify me when this item is back';
  5. Enter your contact information: name, phone number and email address

On condition that the size you need is restocked, you will be automatically sent an email notification. Receiving a back-in-stock alert doesn't mean the item is reserved for you to purchase.

We hope you have a pleasant shopping experience!

 

Can I buy this item in another colour?

All available colours are to be found on our website 12stz.com. Keep updated with the latest news on our website www.12storeez.com, Instagram page (@12STOREEZ) and Telegram channel (telegram.me/storeez)

 

Does the range of items in your online store coincide with the range in your offline stores?

Yes, new items come out at once, both in our online and offline stores. So the range is the same, but the inventory may vary from store to store at the moment of purchase. To determine if an item of interest is available in one of our stores, please contact us at +7 499 653 81 73. Our team will be happy to help you out!

 

Can I add one more item to my order?

Yes, you can add a position or make other changes to your order. Please reach us at +7 499 653 81 73, tell our team what your order number is and we will be able to make an adjustment to it in no time.

 

Can you put aside an item for me? (Moscow, Yekaterinburg)

We will gladly hold an item you're interested in. Please contact us at +7 499 653 81 73 or any other way that is convenient for you. Tell us:

  1. Full name
  2. Phone number
  3. City you would like to set aside an item in (Moscow, Yekaterinburg)
  4. Item article (you can look it up from our Instagram page or website)
  5. Your size

Take notice that reservation time is 24 hours.
We hope you have a pleasant shopping experience!

 

Can I place a custom order? I would like a shorter/longer version of this piece?

We choose not to take custom orders. 12STOREEZ designs its own patterns and styles. Some of the items come in one size. For a more detailed measurement guide, please visit our website.

 

I would like to see more pictures of this item from different angles?

On our website you will see several photographs of each item from different angles, have a close up look and find information about the fabric composition. Below every photo on our Instagram account you will also be able to find the item article in the form of a #hashtag that will make it easy for you to locate more pictures of this particular item. 

 

Where is your manufacture located in?

We are a Russian brand and 80% of our clothing is manufactured in Russia. The rest is ordered from trustworthy suppliers in China and Italy.

 

What kind of package do you use?

You will receive your order wrapped in tissue paper in our special 12STOREEZ box, which will help prevent damage transportation.

 

How to take care of my clothes?

In order to make your clothes last longer, follow these simple tips we recommend:

  1. Dry cleaning (keeps the original look and prevents both shrinking and shedding);
  2. Hand wash at max 30 C° (avoid harsh squeezing and pressing);
  3. Lay the item flat on a white towel on a flat surface until it's air-dried.

 

Who can I contact for advertising and PR queries?
 

If you have enquiries related to PR, media and Instagram publications, please feel free to address them to m.golomazdina@12storeez.com.