FAQ

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?

Please contact us at friends@storeez.com or in WhatsApp,and we’ll help you change or cancel your order if it hasn’t been shipped.

WHAT PAYMENT METHODS DO YOU ACCEPT?

We accept online payments with a credit/debit card, Paytabs, ApplePay, and PayPal. To complete your order payment through PayPal, please contact us. We will manually generate a payment link and send it to you by email. Please note that the prices on our website are displayed in the local currency for each country. However, you will be charged in AED when making a purchase, so the final price may differ slightly due to the exchange rate. Once the payment is made, the confirmation notice will be sent via email within 24 hours of receipt of payment.

WHAT ARE MY DELIVERY OPTIONS?

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

IF I PLACE AN ORDER AFTER 12 PM UAE TIME, WILL IT BE SHIPPED THE SAME DAY?

No, it will be shipped the following day. Please note, delivery is available every day except Sunday.

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 price of the products is final. After completing the order online, you won’t have to pay any additional duties or taxes when the package arrives in the shipping confirmation.

WHAT TO DO IF MY ORDER SEEMS TO BE STUCK IN CUSTOMS?

Customs clearance and any associated delays are beyond our control. For updates on your package, please contact the local customs authorities directly using the tracking number from your dispatch confirmation email. They can provide detailed information on your package’s status. If you need further assistance, feel free to contact us.

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.

WHICH ITEMS ARE NON-RETURNABLE?

Certain items cannot be returned, such as custom products (special orders or personalised items), underwear, swimwear, and personal care goods (beauty products). Please contact us if you have questions or concerns about a specific item.

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 12 STOREEZ will accept returns on purchases, providing the request is made within 14 days of receiving the package and meets our return policy. See the How To Make a Return page for more information.

CAN I RETURN ITEMS PURCHASED ONLINE AT YOUR STORES IN DUBAI?

No, unfortunately, this only applies to items purchased in-store. Products purchased online need to be sent to our warehouse through courier services. Please check How To Make a Return for instructions.

CAN I RETURN ITEMS PURCHASED AT YOUR STORES IN DUBAI THROUGH THE COURIER SERVICE?

No, unfortunately, items purchased in-store can only be returned at our stores in Dubai Mall and Marina Mall.

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.

REFUNDS FOR COD (CASH ON DELIVERY)

Refunds for COD (Cash on Delivery) orders can only be issued as points to the customer's account.

HOW CAN I CONTACT YOU?

You can call us at any time at +443300272383 or write at friends@12storeez.com. Alternatively, you can contact us on WhatsApp, Telegram, Facebook Messenger, or Instagram. If you have a message for us and want us to contact you back, you can also use a form on this page.

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.

WHY AREN’T SOME ITEMS AVAILABLE FOR ORDER TO THE EU AND NORWAY?

Due to logistical issues, we are unable to send some of our products to EU, Switzerland and Norway.

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.

CAN I CHECK PRODUCT AVAILABILITY IN YOUR DUBAI STORES?

Yes, you can check the availability of your favourite styles in the "Store Availability" section on each product card. We recommend reaching out to the store before your visit, as availability details might take a moment to get updated.

WHICH PAYMENT METHODS DO YOU OFFER?

We accept online payments with a credit/debit card, Paytabs, and PayPal. To complete your order payment through PayPal, please contact us. We will manually generate a payment link and send it to you by email. Please note that the prices on our website are displayed in the local currency for each country. However, you will be charged in AED when making a purchase, so the final price may differ slightly due to the exchange rate. Once the payment is made, the confirmation notice will be sent via email within 24 hours of receipt of payment.

HOW DOES THE PAYMENT AND REFUND PROCESS WORK FOR CASH ON DELIVERY (COD) ORDERS?

Cash payment

Payment for COD orders is made in cash directly to the courier upon delivery. There is a 3,600 AED limit per order. Please have the exact amount ready, as the courier may not carry change. Refunds for COD orders are issued as points credited to your account. Please note, we do not accept cheques.

Payment via app

Alternatively, you can pay through the transport company's app before delivery. Download the Aramex app and register using the same phone number as your order. When your shipment is incoming, the app will show the payment options. You can pay online using your debit or credit card through the app. Payment must be completed before the courier arrives with your package.

HOW CAN I USE POINTS TO PAY FOR MY ORDERS?

Orders can be paid using points credited to your account in case of a COD refund. You can view your points balance in your account. Points are valid for one year and will expire after that period. Points must be used in full amounts.

If the cost of your order is less than the points you have, the points will cover the full order, and the remaining points will stay in your account.

If the order costs more, you can partially pay with points and cover the remaining amount with a credit card, debit card, or cash for COD orders.

If you return an order, the points will be credited back to your account.

DO YOU OFFER THE OPTION TO SPLIT PAYMENTS?

Yes, we offer Tabby service that allow you to split purchases on our website into interest-free installments. To use split payments, simply select Tabby as your payment method during checkout and opt for a suitable payment plan. Afterward, log in or sign up, make the initial payment, and later manage your payment plan through the app. Tabby provides its services to customers in the UAE and Saudi Arabia.

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.

WHAT IS A PRE-ORDER ONLY?

Pre-order Only is a curated line of 12 STOREEZ garments available exclusively through pre-order. These styles aren’t included in our regular stock and come in very limited quantities, offering you a chance to secure special pieces for your wardrobe.

Please note that Pre-order Only items ship from our remote warehouse and take a little longer to reach you. When placing an order, you’ll see the estimated dispatch time for each item.

WHAT IS EARLY ACCESS?

Early Access is a pre-view of new 12 STOREEZ styles before they officially drop on our website. Through this category, you can secure your coveted items ahead of time. The category updates weekly.

Please note that Early Access items can only be shipped to you after their official release on our website. When placing an order, you’ll see the estimated dispatch time for each item.

WHAT IS THE DIFFERENCE BETWEEN PRE-ORDER ONLY AND EARLY ACCESS?

Early Access grants you the opportunity to shop for new 12 STOREEZ styles before they are officially released, ensuring you don’t miss out on your most coveted pieces. Items offered through Early Access are part of the regular stock and will subsequently be available alongside other styles on our website.

Pre-order Only is an exclusive line of 12 STOREEZ garments that are not included in our regular stock. These pieces are offered in limited quantities and can only be purchased through pre-order. They also take the longest to deliver since we dispatch them from a separate warehouse.

HOW LONG WILL I HAVE TO WAIT FOR?

Please refer to the timeframes listed on each product card when ordering items from Pre-order Only or Early Access. Once the warehouse receives your Pre-order or Early Access items, we will send you an email notification. Your order will then be dispatched and delivered according to the shipping schedules for your destination.

CAN I INCLUDE ITEMS FROM PRE-ORDER ONLY, EARLY ACCESS, AND REGULAR STOCK IN A SINGLE ORDER?

Yes, you can combine items from Pre-order Only, Early Access, and regular stock in one order. However, please be aware that all items in such an order will be shipped together following the longest timeframe, once your Pre-order or Early Access items are ready to dispatch. If you would like your regular stock items to arrive earlier, we recommend placing a separate order.

Privacy Policy

Terms of Service

Cookie Policy

Refund Policy

HOW CAN I USE MY E-GIFT CARD?

You can use your card to buy clothes, shoes and accessories at 12storeez.store. To pay for your purchase, enter an E-gift card number at the checkout in the Discount code field. Please note, e-Gift Cards cannot be redeemed at our store in Dubai: you can only redeem them online at 12storeez.store. See our page Terms and Conditions for more information.

CAN I PAY FOR MULTIPLE ORDERS USING ONE E-GIFT CARD?

Yes, you can use your E-gift card until you run out of balance.

HOW DO I SEND AN E-GIFT CARD AS A GIFT?

Through an email you will receive after the payment. It contains a special link for issuing the card as a gift.

CAN I RETURN ITEMS BOUGHT WITH AN E-GIFT CARD?

Yes, funds debited from an E-gift card will be returned to the E-gift card.

CAN I PAY FOR AN ORDER USING MULTIPLE E-GIFT CARDS?

No, you can only use one card during checkout.

WHERE CAN I CHECK MY E-GIFT CARD BALANCE?

To verify your card balance, please contact friends@12storeez.com

HOW LONG IS MY E-GIFT CARD VALID?

Within one year from the day of purchase.