Refund policy
Returns & Exchanges
At Twelve Collective, we want you to feel confident in every purchase. If you’re not completely satisfied with your jewellery, we’re happy to assist with a return or exchange, provided the item meets the conditions outlined below.
Returns
We gladly accept returns of new, unworn, and unaltered merchandise within 28 days of delivery.
To be eligible for a return, items must:
- Be new and unworn
- Be unwashed and unaltered
- Be returned with all original tags and packaging
- Be returned within 28 days of delivery
Hygiene Restrictions
For hygiene and safety reasons, earrings cannot be returned or exchanged.
Return Shipping
Customers are responsible for the cost of shipping items back to Twelve Collective. We do not cover return shipping costs and are unable to provide return shipping labels.
Once we receive your returned item, our team will inspect it to ensure that it meets our return conditions. If the item is deemed returnable, your refund or exchange will then be processed.
Quality Issues
If you receive an item with a quality or manufacturing issue, please contact our customer service team as soon as possible.
Depending on the circumstances, we may offer a full refund or partial refund. We may ask you to provide clear photographs of the product so that we can assess the issue.
Important: Do Not Refuse Delivery
If you have changed your mind about your order or need to arrange a return for a full refund, please do not refuse delivery of the package. Instead, please contact our customer service team so we can provide assistance with the appropriate return process. Refusing delivery may delay the processing of your refund.
Refunds
Once your returned item has been received and approved, refunds are generally processed within 10 days.
Refunds will be issued to the original payment method used for the purchase. We cannot process refunds to a different credit card, bank account, or payment method for any reason. If you paid via PayPal, your refund may be processed within 24 hours after the return has been approved.
Please note that the time it takes for the refunded amount to appear in your account may vary depending on your payment provider or bank.
Exchanges
We offer one exchange per product, excluding earrings. If you would like to exchange your item for a product that is more expensive, you will need to pay the difference in price. If the replacement product is less expensive, we will refund you the difference.
All exchanged items must meet the same return conditions outlined above: they must be new, unworn, unwashed, and unaltered, with all original tags and packaging.
How to Request a Return or Exchange
To request a return, exchange, or assistance with a quality issue, please contact our customer service team:
Email: info@x11collective.com
Please include your order number, the item(s) you wish to return or exchange, and the reason for your request. For quality issues, please include clear photographs where applicable.
Our team will review your request and provide you with the next steps.