FAQ – 12 STOREEZ

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?

    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 Visa, MasterCard and American Express cards.



    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 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.

  • 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 How To Make a Return page for more information.



    CAN I RETURN ITEMS PURCHASED ONLINE AT YOUR STORE 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 STORE IN DUBAI MALL THROUGH THE COURIER SERVICE?

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

  • General

    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.



  • Payment

    WHICH PAYMENT METHODS DO YOU OFFER?

    We accept online payments with a credit/debit card, Paytabs, and ApplePay. 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.



    CAN I PAY CASH UPON DELIVERY?

    COD orders are temporarily unavailable, but you can use online payment methods to make purchases on our website. Please don’t hesitate to contact us if you have any issues with the payment.

  • 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 COMBINE EXISTING 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

    Privacy Policy

    Terms of Service

  • Referral program

    HOW REFERRAL PROGRAM WORKS?

    To start using the Referral Program, please log in or create an account at 12 STOREEZ.

    On the Referral Program page you can learn about benefits available to you and your friends, as well as find your personalised referral link that you can share with your friends via email or social media. You can refer an unlimited number of friends. As soon as your friend creates an account at 12storeez.store via your link, they will see a pop-up window with the details on their benefit at 12 STOREEZ. As soon as your friend makes their first order with us, we’ll email you the promo code for free shipping on a single order over €100. The promo code will be valid for 7 days.

  • E-gift card

    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.