Receive your order wherever you are. If you're on vacation, we can send your purchases to your destination address, both in Spain and abroad, adjusting delivery times to each destination.

And if you prefer to wait until you return, just let us know: we will store your order in our warehouse and send it when you indicate.

Additionally, if you don't know what clothes to take, our team will be happy to help you pack your suitcase. Tell us your destination and your plans, and we'll recommend a selection of looks designed to accompany you throughout the summer. Contact us via WhatsApp for this service.

Because, wherever you are, we want Ten Twelve to travel with you.

At Ten Twelve, we want you to be completely satisfied with your purchases. That's why we've designed a simple and fast returns and exchanges process:

1. Access our returns portal: Access the returns portal

2. Enter your order number and postal code: This will allow us to locate your purchase. You can request exchanges and returns within a maximum of 15 calendar days from the date you received your Ten Twelve garment.

3. Choose the item you wish to return or exchange: You can select the reason for the return or exchange.

4. Select your preferred option:

• Exchange: If you need a different size or color, we will send you the new item as soon as we process your request.
• Refund: With this option, you will receive the amount via the same payment method you used.
• Voucher: If you prefer to receive a voucher for the value of your garment, return shipping costs will be completely free.
  

5. Choose the shipping method for the return: You can select from different available shipping options.

6. Receive instructions by email: We will send you all the steps to follow and the corresponding return label.

Our goal is to make this process as agile and convenient as possible for you. If you have any additional questions, please do not hesitate to contact us.

Once you place your order, you will receive a confirmation email with all the details and a link to track your order in real time.

Additionally, if you have created an account on our website, you can access your personal area at any time, where you will find:

• The current status of your order.
• A complete history of your purchases.
• Direct access to the shipping tracking number.
  

You just need to log in to your Ten Twelve personal area with your email. You can also track the shipment from the confirmation email we sent you.

Ten Twelve Tip: If you don't see the confirmation email in your inbox, check your spam or promotions folder. And if you still can't find it, send us a WhatsApp message and we'll help you.

The first thing we recommend is to log in to your personal area to check the status of your order and see if it has already been shipped or is in preparation.

If your order includes any pre-order item, remember that these pieces have a later estimated delivery date, which you can check on the product page itself on the website.

At Ten Twelve, we are committed to more conscious fashion: many of our garments are made on demand to avoid overproduction. That's why pre-orders have a small wait... and a 10% discount as a thank you for your patience and commitment!

If, after reviewing this information, you still have questions, you can write to us directly via WhatsApp. We will be happy to help you.

At Ten Twelve, you can pay securely with:

• Credit/Debit Card: VISA®, Mastercard®, American Express®
• PayPal
• Installment payments with Aplazame
• Coupon/voucher issued by tentwelvecollection.com

If you choose Aplazame, you can split your payment and get your Ten Twelve garments now, paying at your own pace and under the conditions that best suit you. If you have questions about these platforms, you can write directly to:

• Aplazame: hola@aplazame.com / +34 91 903 30 15

And if anything is unclear or you need help with payment, you can write to us via WhatsApp. To avoid duplication and respond to you as soon as possible, we ask that you only contact us through this channel. We will reply as soon as we can!

An order cannot be processed if you are not registered.

We issue an invoice for each order placed.
You can easily download it from your personal area on the website, logging in with the same email you used to make your purchase.

If you need the invoice to be in the name of a company, please write to us via WhatsApp stating your full name, address, company name, and CIF, and we will send it to you as soon as possible.

Tip: to avoid duplication and reply to you as soon as possible, please contact us only through this channel. We will get back to you as soon as we can!

First of all, access your personal area to check the status of your order.

If your order includes any items on pre-order, remember that these pieces have a different estimated shipping date. You can check it on the product page on the website.

If the order is damaged, lost, or there is an error, please write to us directly via WhatsApp. It is our priority and most efficient channel to help you. We will respond to messages in the order they are received. Avoid duplicating your inquiry through other channels (such as email or Instagram), as this will allow us to respond much more quickly.

Each Ten Twelve garment has its own care instructions, which you can find on the product page of our website.

However, generally speaking, our garments are made with delicate fabrics that deserve gentle care so they can accompany you for many years.
We always recommend hand washing, or if using a washing machine, to use a delicate cycle, with cold water or at 30º, and low spin speed.
Avoid tumble drying and do not wring out garments forcefully.

For knitwear, we recommend hand washing with cold water and neutral soap, without wringing, and letting it dry on a flat surface.

And if you're unsure, you can always opt for dry cleaning, especially for more special pieces.

We ship to almost 100 countries worldwide.

If your city or country is not available when you place your order, please write to us on WhatsApp and we will handle it: we will consult our agency for the shipping cost and, if you agree, we will add your zone so you can complete your purchase without problems.

The preparation time for an order can vary between 3 and 4 business days. This time may be extended during periods of high activity such as sales, or with reduced staff such as holidays.

The delivery period becomes effective once the order has been prepared and dispatched. The delivery services offered depend on the country to which delivery is requested.

Shipping costs are calculated automatically during the checkout phase and depend on the country of delivery. Shipping to Peninsular Spain and the Balearic Islands is free for orders over €130, excluding the Canary Islands, Ceuta, and Melilla.

Please note that shipments to countries/regions outside Peninsular Spain and the Balearic Islands may incur additional customs and import taxes. These will vary depending on the destination country, and the buyer will be responsible for these charges. We recommend that you consult your country's import offices to avoid unexpected charges.

If, unfortunately, the product you want is no longer in stock, you can create an alert to receive a notification when it becomes available online again. To do this, you need to be on the product page you wanted to purchase, select the color and size, and a pop-up window will appear where you must enter your email address.

As soon as the item is back in stock, we will send you an automatic message so you are informed and can proceed with your order. But remember that if only one unit has come into stock because it's a return, it may go out of stock again very soon.