Returns & Refunds
• Return period: You can request a return within 30 days of the delivery date.
• Item condition: Products must be unused, in their original condition, with all tags attached and in the original packaging. A receipt or order confirmation is required.
• Return shipping: For approved returns and eligible exchanges, we cover the return shipping costs. We do not charge any restocking fees.
• How to start a return: Contact us at support@twelve-smith.com with your order number, the item you wish to return, and the reason for the return. Our team will review your request and provide return authorization and step-by-step instructions.
• Refund timing: Once we receive and inspect your return, we will notify you within 7 business days. Approved refunds are issued to the original payment method within 7 business days after approval (your bank or card provider may need additional time to post the refund).
• Exchanges: We offer exchanges for incorrect items and for products that arrive damaged or defective. Contact us within 30 days of delivery and we will guide you through the process. For eligible exchanges, return shipping is covered by us.
• Damaged or defective items: If your item arrives damaged or defective, please contact us within 48 hours of delivery at support@twelve-smith.com and, if possible, include photos. We will arrange a return at no cost to you and offer a replacement or full refund, depending on availability.
• Lost packages: If your package does not arrive within the estimated delivery timeframe and appears lost, please contact us within 30 days of the latest estimated delivery date so we can investigate with the carrier.
For full details, please see our Return and Refund Policy.
