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Returns

How long do I have to return an item?

If you changed your mind and want to return your item(s), you have 14 days to place a return request online and post your parcel. This 14‑days period does not include the shipping.

How to return?

Dear customer, when making a return, you will be required to pay the cost of return shipping.

Please see our Refund policy before making a return.

As soon as you’ve decided you would like to return an item, let us know. You have 14 days from the date you received your order to follow the below steps:

1
Follow the link and fill in the form or go to your personal account on our website. Type in the order number containing the item(s) you want to return and choose the reason for return. After that you will receive the return proforma invoice by email. Please print it. Without this step we won’t be able to process your return.
2
Find a return label in the original packaging and attach both documents: return label and return proforma invoice to the outside of the shipping box. Do not fold them or cover your personal information, as it may result in a delay or problems at customs.
3
Write ‘RETURNED GOODS — OF NO COMMERCIAL VALUE’ anywhere on the box/the invoice.
4
Remove all the other shipping labels from the box.
5
Book your collection with DHL or visit a DHL service point.

Additional Information

1. Items must be returned unused with all 12 STOREEZ tags still attached. Returns that do not meet our policy will be sent back to you. Any garments that appear to have been worn, washed, or altered in any way will be refused.*

*Please note that due to hygiene reasons swimwear and underwear cannot be returned.

2. To ensure your return is covered by our returns policy and reaches us promptly, items must be returned from the same country to which they were delivered. Orders sent back from a different destination may incur additional charges or be delayed by customs.

3. Please ensure that you arrange your collection with DHL, or if using a drop-off service, ensureit is a registered DHL service point. We cannot be held responsible for any returns made via other postal services.

Please see our Refund policybefore making a return.

How much will it cost me to return a parcel?

At the moment, DHL Express return costs €12,95 for EU and UK customers (returns take 2–6 business days to reach the warehouse). For customers outside the EU and the UK, including Ukraine and the Baltic States, DHL Express return costs €25,95 (returns take 2–4 business days to reach the warehouse). Please note that we are unable to refund custom fees. We are only able to refund the cost of shipping for EU and UK customers (excluding the Baltic States and Ukraine) if the order was delivered using the standard shipping method and all of the items in the order are returned. In this case, only the return fee will be deducted from the refund. In all other cases, both shipping fee and the return fee will be deducted from the refund.

Did you receive my return parcel?

You will receive an email as soon as we receive your parcel. If you do not hear from us within 14 days, please contact our customer services. Please keep the proof of shipment with the tracking number until you get your refund.

When will I receive my refund?

When your return is received, we do our best to refund you as soon as possible. The refund may take up to 14 days to appear 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. Please note, we do not make refunds to third parties. We are unable to refund shipping fees for your order.

Can I exchange an item?

We cannot offer an exchange service at the moment. If you want to change an item you received, please return it for a refund and place an order for another item.

I’ve received a faulty item — what do I do?

We want to offer you the most beautiful items, but if despite all of our quality assurance checks, there is still a slight defect with your item, please contact our Customer Service team at friends@12storeez.com with a photo of the defect as well as your personal and order details.

Send us an email at friends@12storeez.com if you have any questions.
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