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

1. Access our returns portal : Access to the returns portal

2. Enter your order number and postal code : This will allow us to track your purchase. You can request exchanges and returns within 15 calendar days of receiving your Ten Twelve item.

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

4. Select the option you prefer :

• 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'll receive the amount back to the same payment method you used.
• Coupon : If you prefer to receive a coupon for the value of your garment, shipping costs will be completely free.
  

5. Choose your return shipping method : You can select from a variety of shipping options.

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

Our goal is to make this process as smooth and convenient as possible for you. If you have any additional questions, please don't hesitate to contact us.

Once you place your order, you'll receive a confirmation email with all the details and a link for real-time tracking.

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.
• The complete history of your purchases.
• Direct access to the shipment tracking number.
  

Simply log in to your Ten Twelve account and use your email address. You can also track your order 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 logging into your personal account to check the status of your order and see if it has already been shipped or is being prepared.

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

At Ten Twelve, we're committed to a more conscious approach to fashion: many of our garments are made to order to avoid overproduction. That's why pre-orders come with a short wait time... and a 10% discount as a thank you for your patience and commitment!

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

At Ten Twelve you can pay securely with:

• Bank card : VISA®, Mastercard®, American Express®
• PayPal
• Deferred payment with Aplazame
• Bank transfer
• Coupon/voucher issued by tentwelvecollection.com

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

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

And if you're unclear about anything or need help with payment, you can contact us via WhatsApp. To avoid duplication and respond as quickly as possible, we ask that you use this channel only. We'll get back to you as soon as possible!

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, using the same email address you used to make your purchase.

If you need the invoice in the name of a company, please send us a WhatsApp message with your full name, address, company name, and VAT number, and we will send it to you as soon as possible.

Tip : To avoid duplication and respond to you as quickly as possible, we ask that you contact us only through this channel. We'll get back to you as soon as possible!

First, log in to your personal area to see the status of your order.

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

If your order is damaged, lost, or there's an error, please contact us directly via WhatsApp. It's our priority channel and the fastest way to help you. We'll respond in the order in which your message arrives. Please avoid duplicating your inquiry via other channels (such as email or Instagram) so we can respond much more quickly.

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

Even so, in general, our garments are made with delicate fabrics that deserve care so they will last you for many years.
We always recommend hand washing or, if using a washing machine, using a delicate cycle , with cold water or 30ºC and low spin speeds.
Avoid using the dryer and do not wring clothes out vigorously.

For knitwear, we recommend hand-washing it with cold water and mild soap, without wringing it out, and letting it dry flat.

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

We ship to nearly 100 countries worldwide.

If your city or country isn't available when you place your order, send us a WhatsApp message and we'll arrange it. We'll discuss the shipping cost with our agency, and if you're happy with it, we'll add your region so you can complete your purchase without any issues.

Order processing time can vary between 3 and 4 business days. This time may be extended during busy periods such as sales, or during reduced staffing levels, such as holidays.

Delivery time begins once the order has been prepared and shipped. Delivery services offered depend on the country to which the order is being delivered.

Shipping costs are automatically calculated during checkout and depend on the delivery country. Shipping to mainland 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 of mainland Spain and the Balearic Islands may incur additional customs and import taxes. These will vary depending on the country of shipment, and the buyer will be responsible for these charges. We recommend checking with your country's import offices to avoid unexpected charges.

If the product you want is unfortunately no longer in stock, you can create an alert to receive a notification when it's back in stock online. To do this, go to the product you wanted to purchase, select the color and size, and a pop-up window will appear. Enter your email address.

As soon as the item is back in stock, we'll send you an automatic message so you're informed and can proceed with your order. However, please remember that if only one unit is in stock due to a return, it may run out again very soon.