Orders placed on 26–28 September will be shipped on 29 September.

Returns

How long do I have to return an item

If you changed your mind and want to return items from your order, you have 14 days to place a return request online and post your parcel. This 14‑day period does not include the shipping.

Current COVID-19 impacts

Due to the increase in covid cases, it may take up to 4 days to process your return at our warehouse. Thank you for understanding.

How to make a return

Please see our Refund policy before making a return.

Once you’re sure that your return complies with our policy, follow the steps below:

1
Register your return via this link or in your account. Fill in the number of your order containing the item(s) you want to return and select a reason for return. Please note, the return shipping fee will be deducted from your refund. On the ‘Select your refund method’ page, you need to click on ‘Original Payment Method’ to proceed. After you confirm the refund (by clicking the Confirm button), 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 the 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 cause a delay or other problems at customs.
3
Write ‘RETURNED GOODS — OF NO COMMERCIAL VALUE’ anywhere on the box/the invoice.
4
Remove all other shipping labels from the box.
5
If your order was delivered by DHL Express, book your collection with DHL Express or visit a DHL Express service point.

If your order was delivered by UPS, book your collection with UPS or find your nearest UPS service point.

Important 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 the return of your order is made at your own expense. The return shipping fee will be deducted from your refund.

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 Express, or if using a drop-off service, ensureit is a registered DHL Express service point. We cannot be held responsible for any returns made via other postal services.

How much will it cost me to return a parcel?

The EU (Ex Germany) - €12,95
Germany - free
The UK - free
Other European locations** - €25,95
The USA - free
Other locations - €54,95

Please note that we are unable to refund custom and shipping fees. The cost of the original and return shipping will be deducted from your refund.

How long will it take my return to reach you?

It usually takes 2–6 days for returns to reach our warehouse, excluding time required for customs clearance.

Did you receive my return?

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

When will I receive my refund?

After we receive your return, we do our best to process the refund as soon as possible. The refund may take up to 14 days to reflect in your account, depending on your bank or credit card issuer. The refund is issued to the original payment method, unless you have requested otherwise when registering your return. Please note, we do not make refunds to third parties. We are also unable to refund shipping fees for your order.

Can I exchange an item?

We cannot offer exchanges at the moment. If you want to exchange an item you received, please return it and place a new order.

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

We want to provide you with the best-quality products, but sometimes mistakes can happen despite all of our quality assurance. If the item you received is faulty, please contact our Customer Service team at friends@12storeez.com with the photos of the defect, as well as your personal information and order details.

** Albania, Bosnia And Herzegovina, Monaco, Serbia, Aland Islands, Andorra, Bouvet Island, Faroe Islands, Gibraltar, Greenland, Guadeloupe, Guernsey, Iceland, Isle Of Man, Jersey, Mayotte, Montenegro, Reunion, Russian Federation, San Marino, Svalbard And Jan Mayen, Switzerland, Holy See (Vatican City State), Liechtenstein
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