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FAQ

Questions and answers

  • Delivery

    Cost and time of delivery.

    Cost and lead time of delivery may vary, depending on your location and delivery service you choose. You can choose between Standard Delivery and Express Delivery.

    Standard Delivery EU 2-8 business days estimated, 4,95€.

    Express Delivery EU 1-2 business days estimated, 9,95€.

    Express Delivery worldwide 1-4 business days estimated, 29,95€.

    During high season and sale, delivery might take a bit longer.



    Tell me more about delivery services?

    Select Standard Delivery or Express Delivery at checkout, choose your home address as delivery address or alternative address. Please be advised that there is no fitting at delivery service on 12 STOREEZ orders.



    How can I track my parcel?

    As soon as your order is packed we will send you a shipment confirmation email with the delivery information and a link to track your order online. Please note that it can take some time before the tracking information is available.



    Undeliverable parcels

    If we are not able to deliver a package according to your chosen delivery option it will automatically be returned to 12 STOREEZ.



    Can I try an item on while the courier waits?

    Unfortunately, our courier cannot wait while you’re trying an item on.



    Do you have gift wrapping?

    We offer special gift wrapping (cardboard box with a protective liner of white tracing paper inside), which protects your purchases during transportation.

  • Returns & exchanges

    How can I return unwanted goods?

    Items should be returned within the 14-days. Place the product in the original shipping box and fill out the Returns Form Email us to friends@12storeez.com to let us know that you’d like to send a return. Please quote your order number, the item name and product code. Fill out the return form following the link. Attach the returns label to the outside of the box and customs forms for international returns. More details following the link .



    When can I claim a refund?

    You can claim a refund within 14 days after receiving your order.

    For more information on returns and exchange, please follow the link.



    When will I get my refund?

    Once your return is processed at our warehouse, we will send a refund to your card or Bank account within 10 business days.

    Please provide all details required for the refund on the application form.

    In unlikely case of issues, we will contact you to request more information.

    How soon you will see money on your account depends on your Bank processing time.

  • Goods

    How do I know my size?

    When finding your size, we recommend to refer to the measurements specified on the product card. Each clothes item and shoes are measured individually. If you have any questions please do not hesitate to contact us.



    What is the largest size you have?

    Our sizes chart includes: XS, S, M, L, XL. We also stock ONE SIZE fits all items. Please check the product card to know the size range and measurements. Each item is measured individually.



    What growth are the 12 STOREEZ models for?

    The 12 STOREEZ size chart includes sizes: XS, S, M, L, XL. We also stock ONE SIZE fits all items. Standard size XS is for height 164 cm, sizes: S, M, L, XL, ONE SIZE-170 cm. For your convenience, we specify measurements of the model wearing the item on our website. Please do not hesitate - Сontact us if you will have any questions.



    The item I liked is out of stock; will it be back in stock?

    The out of stock item you liked, might come back in case someone makes a return or exchange. Leave a notification request and receive an email once the item is available to purchase:

    - Find the product you like

    - Select the size

    - Leave your details: name, contact phone number, e-mail

    - Click “Notify me”

    Great, you have subscribed! As soon your items come back into stock, you will receive an e-mail and a txt message. Please, be advised that by subscribing to receive this notification, you do not book the item.



    Where is 12 STOREEZ production located?

    We are Russian brand and 80% of products are made in Russia.

    Some products are made in the factories of Belarus, Korea, Vietnam, Turkey, China.



    How often do new products come out?

    12 STOREEZ releases a collection every month, every other collection complements the previous one and helps to create harmonious looks. Follow NEW and Soon in stock sections on our website to get to know about new arrivals.



    What are the care instructions?

    In order to save original look of our products for a long time and extend the joy of purchase, we recommend to follow the instructions on the care label or in the Care section for each product individually on our website.

    If you have any issues, please Сontact us. Let your favourite things last you a long time

  • Payment

    Which Payment method do you offer?

    Online payment with a credit/debit card, PayPal, ApplePay.



    Can I pay cash upon delivery?

    Cash payment is not available.

    Please be advised that when returning an order, the refund is made to a Bank card or Bank account, using the details provided in the application for a refund.

    If you have any issues with payment, please contact us.

  • Discounts

    Do you have discounts or seasonal sales?

    We run sales several times a year. Please follow updates on our website or on Instagram @12storeez_com.

    Be the first to know our news by subscribing to our e-mail newsletter.

  • Orders

    Is it possible to add another item to an order?

    You cannot make Changes to a confirmed order for technical reasons. If the model you need is available, we will place a new order for you.



    Can I pay the order when I receive it?

    Cash payment is not available. If you have any issues with payment, please contact us.



    I added items to the basket and now they’re gone. What can I do?

    If the items are missing from the basket, it seems that someone placed the order earlier than you. We suggest to subscribe to notifications about the item you are interested in, if it appears on sale, you will receive an e-mail and you will be able to place an order.



    Why my order is cancelled?
    The order can be automatically canceled if there is no payment received. Please reorder, if you still want your items.
  • Policies

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