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FAQ

Questions and answers

  • Orders

    CAN I PLACE AN ORDER WITHOUT CREATING AN ACCOUNT?

    Yes, it is possible to check out as a guest. However, if you do decide to create an account, you get the opportunity to save shipping and billing addresses in the address book, you can view your order history and find tracking numbers for current orders.



    THE ITEM IN MY CART IS NO LONGER AVAILABLE. WHAT CAN I DO?

    Due to the nature of our business, we supply very limited quantities of each item. If an item is no longer available, it means someone placed an order before you. We suggest you subscribe to email notifications for the item you are interested in, and if it becomes available, we will email you so you can place your order.



    CAN I CHANGE OR CANCEL MY ORDER ONCE IT HAS BEEN CONFIRMED?

    Unfortunately, we are currently unable to change or cancel your order once it is confirmed. You can choose to not receive the shipment, which will then be returned to us, or you may use our return service.



    WHAT PAYMENT METHODS DO YOU ACCEPT?

    We accept Visa, MasterCard and American Express cards. We also accept PayPal.



    WHY HAS MY ORDER BEEN CANCELLED?

    If we do not receive a payment, your order will be cancelled automatically. Please place another order if you still want your items.

  • Delivery

    WHAT ARE MY DELIVERY OPTIONS?

    Our delivery options may vary. View what’s currently available at checkout. You can find out more here.



    WHEN AND HOW CAN I USE MY TRACKING NUMBER?

    As soon as your order is dispatched you will receive a shipping confirmation with a tracking link. The link is active when the carrier has picked up and scanned your shipment, which is why the link may not work the minute you receive it in the shipping confirmation.



    WILL I HAVE TO PAY ANY TAXES OR DUTIES?

    The customer is responsible for payment of any VAT, custom duties taxes and related charges applicable to their order upon delivery. If your order is being shipped outside of the EU, you may need to pay VAT, customs duties taxes and related charges in order to receive your order. There could be a delay in delivering your order if you don’t pay the charges immediately.

    Unfortunately, we have no control over these charges, and cannot tell you what the cost would be, as customs policies and import duties vary widely from country to country. We recommend contacting your local customs office for current charges before you make an order, to avoid any unexpected charges.

    If for any reason you don’t pay the import or duty charges, then we have the right to charge you for any additional costs that might be charged to us because of this. Once you have paid, your order will be delivered to you.

    Please note that if you are requesting a refund for an item you paid duty for, we are unable to refund the duty as it is not collected by us.

  • Returns & exchanges

    CAN I PLACE AN ORDER WITHOUT CREATING AN ACCOUNT?

    Yes, it is possible to check out as a guest. However, if you do decide to create an account, you get the opportunity to save shipping and billing addresses in the address book, you can view your order history and find tracking numbers for current orders.



    CAN I EXCHANGE ITEMS?

    Currently we do not offer exchanges. If you would like a different size or colour, please use our return service for the incorrect items and place a new order for the right ones.



    WHAT IF THE ITEM I RECEIVED IS FAULTY OR DAMAGED?

    We strive to ensure all items sold are of the highest standard and quality. However, if you have a concern with a faulty or damaged item, please contact us straight away at friends@12storeez.com so we can review the matter.



    HOW DO I RETURN AN ITEM?

    We understand that sometimes things just don’t work out, so 12Storeez will accept returns on purchases, providing the request is made within 14 days of receiving the package and meets our return policy. See the Returns page for more information.



    HAVE YOU RECEIVED MY RETURN?

    As soon as your return has reached our warehouse we will send you an email. If it has been more than 10 days since you sent it back and you still have not heard from us, please contact Customer Service and we will resolve the issue.



    WHEN WILL I RECEIVE MY REFUND?

    When your return has been received, we will process it as soon as possible. When processing is complete and the refund has been issued, it may take up to 10 business days before the amount is in your account, depending on your bank or credit card issuer. We will issue the refund in the form of payment originally used for the purchase, unless you have explicitly requested something else in your refund request.
  • General

    HOW CAN I CONTACT YOU?

    You can contact us by sending an e-mail to friends@12storeez.com and one of the customer service team will get back to you as soon as possible. Our customer service team is available online 7 days a week, Monday - Sunday, and works across different time zones, for our international customers.



    WHAT SIZE SHOULD I ORDER?

    We get it, sizing can be difficult, that’s why we are here to help! Come chat with us on WhatsApp or Facebook Messenger or send us an email at friends@12storeez.com and we’ll help you figure out the best size for you.



    WHERE ARE 12STOREEZ PIECES MADE?

    12 STOREEZ pieces are designed in Russia. Half of our garments are produced by our factory teams in Russia. The other half is produced in Belarus, Korea, Vietnam, Turkey and China.



    AN ITEM I LIKED IS OUT OF STOCK. WILL IT BE BACK?

    We truly believe that less is more, so we supply very limited quantities of each item. If an item is out of stock, it might come back in case someone else returns it. We suggest you subscribe to email notifications for the item you are interested in, and if it becomes available, we will email you so you can place your order.



    HOW OFTEN DO NEW ITEMS COME OUT?

    12 STOREEZ releases a capsule collection every month. Every capsule complements our previous ones to create an elegant and chic wardrobe. Head to our Coming Soon section to see what’s coming next.



  • 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.

  • Pre-order

    WHAT IS A PRE-ORDER?

    Some of our items are very popular and sell out quickly. With the pre-order option, we give our clients the chance to get the item before it goes live, ensuring you get your coveted style.



    HOW LONG WILL I HAVE TO WAIT FOR?

    Once you’ve paid for your pre-order, the item should reach our warehouse within a week. Once the warehouse receives your pre-order, we will notify you by email.



    CAN I CPMBINE EXISITING ITEMS WITH PRO-ORDERS IN MY CART?

    Yes, you can, but please be aware that your order will only be dispatched once the warehouse has all of your purchased items. If you want to get your order faster, we recommend purchasing available styles separately from pre-orders.

  • Policies

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