Return
Shipping
RETURNS

Buy in offline store

Buy in the online store

There is time to think about your purchases: we have temporarily extended the refund period to 30 days.

We will return the standard refund terms later:

Return of goods is possible if its presentation, factory labels, consumer properties,   document confirming the fact of purchase of the specified goods*. You cannot return an item that has been used*. Please note that the goods from the sections "Cosmetics" and "Swimwear" is not subject to exchange or return.

BUY IN OFFLINE STORE

  • An item you bought in an offline store can be returned to the same store within 14 days.
  • To return you will need a price check and a passport. If you paid for the purchase by card, to make a refund, you will need the same card along with the rest of the documents so that we can return the money to it.
  • We will refund the money as soon as we get the return approval. In case of problems with the payment, we will contact you to clarify the details. Please note that the refund depends on the speed of processing operations by the Bank and can reach 30 banking days.

 

BUY IN ONLINE STORE

If you need to return an item that you purchased in the online store 12storeez, choose the most convenient way for you:

Via 12storeez offline store

By courier 

Send by yourself

 

TERMS OF RETURN WHEN BUYING IN THE ONLINE STORE

Registration of the application for return, return of the online order to the offline store — within 7 days ** from the date of receipt of the goods..

Transfer to the courier or sending by mail (in the presence of a request for a refund issued in the personal account) - within 14 days from the date of receipt of the goods.

 

RETURN ONLINE ORDER TO OFFLINE STORE 12STOREEZ

  • You have 7 days** after receiving the online order to return the order to the any offline store.
  • Pack your things in a bag and a box and attach the statement to the return.
  • Methods of refund:
    - if you pay the order of non-cash payment refund is carried out directly to the account from which the payment occurred.
    - if you pay the order of non-cash payment refund is carried out directly to the account from which the payment occurred.
  • You need to fill in the full details for the transfer of funds in the application for a refund, after approval of the refund, we will transfer the funds to the card or Bank account within 1 to 3 banking days.
     In case of problems with the refund, we will contact you to clarify the details. Please note that the refund depends on the processing speed of the transaction by your Bank and can reach 30 banking days.

Returning the order to the store is FREE.

 

THE RETURN OF ONLINE ORDERS BY COURIER

  • Within 7 days** after receiving the order, go to your personal account and select the product for return.
  • An employee of the customer service Department will contact you and specify a convenient return date. You can also contact the customer service Department yourself.
  • Attach a return statement to the item and print out the shipping invoice, which we will send to you in a separate email. Pack all items for return in a bag and box. Place a sticker on the box*** with the date, signature and its transcript.
  • Give the order to the courier. You have 14 days after receipt of the order to transfer the return to the courier, provided that previously you have issued a refund through your personal account. Returns are made on weekdays from 10am to 18pm.
  • Courier company will deliver the return to the warehouse for 1-5 working days in Russia, for 8-13 days for international delivery. We will process your application within 1-2 working days after receiving the goods, and transfer the money within 1 to 2 working days. The transfer of funds can reach from 1 to 30 banking days, depending on the peculiarities of your Bank.
  • Methods of refund::
    - if you pay the order in cash to the courier, the refund is made only to the Bank account of the Buyer, which is indicated in the return form;
    - in case of non-cash payment is carried out directly to the account from which the payment occurred.
  • Refunds are made without regard of the cost of shipping and return, if it is paid in your region. 

Return via courier is FREE. The free transfer of goods is given 2 attempts.

SELF-SENDING

  • Within 7 days** after receiving the order, go to your personal account and select the product for return.
  • Pack all items for return in a bag and box.Fill out and put in the box the application for the return of the order. Fill in the full details for the transfer of funds in the application for a refund.
  • Stick a sticker on the box*** with the date, signature and its transcript.
  • You can send a parcel by any courier company to the address: Russia, Moscow region, Podolsk, MD Klimovsk, 17 Kommunalnaya street, 142180, addressed to Limited liability company «12 Историй»", contact phone number 79663893424. The cost of self-sending is not refundable.
  • Contact the customer service Department and provide the track number and the name of the transport company.
  • Transfer the order to the courier of any transport company within 14 days after receipt of the order, provided that you have previously issued a refund through your personal account..
  • Once the refund is approved, we will transfer the funds to your card or Bank account within 3 business days. In case of problems with the payment, we will contact you to clarify the details. Please note that the refund depends on the processing speed of the transaction by your Bank and can reach 30 banking days. 
  • There is no cash refund. The shipping cost is not refundable.

* According to point 1 of article 25 of the Law of the Russian Federation "About protection of the rights of consumers" of 07.02.1992 No. 2300-1.

** In accordance with paragraph 21 of the RF Government Decree of 27.09.2007 N 612 "On approval of Rules of sale of goods remotely".

*** In case of sending a return without a sticker, the responsibility for the safety of things lies with the sender of the order (buyer). The box with shoes should be Packed in the package that is attached with the sending of the order, and then sealed with an individual sticker.