FAQ

We encourage you to contact our customer service at hello@tentwelvecollection.com or via WhatsApp at +34 676 96 64 16. Please send us photos of the defects or specify the error so we can inform our warehouse and replace the item if it's in stock. If we do not have the item in stock, we will refund the amount in the same way you placed the order or via voucher (discount code). IMPORTANT: The exchange can only be accepted if you notify us within a maximum of 2 days after receiving the order. If this period is exceeded, you will need to return the item through the usual return process, and the amount will not be refunded.  

Yes, but for this, you will need to return the item and make a new purchase. We do not offer a service for exchanging different items. However, you can request an exchange for a different size or color of the same item if it maintains the same retail price. In that case, Ten Twelve will handle the collection of the item you wish to exchange, and at the same time, deliver the new size or color. The new item will not be delivered without first collecting the item to be exchanged. You can make this request through your personal area. If you have any other questions or need assistance, feel free to contact our customer service at hello@tentwelvecollection.com or via WhatsApp at +34 676 96 64 16. IMPORTANT: Please use only one communication channel to avoid duplicate queries. We will respond within 24 to 48 hours, excluding weekends.

If you are not in love with your item, you have the option to request a return of your order or certain items within 15 days of receipt. Please read the item descriptions carefully before placing your order. We advise you to check the measurements and if you have any questions about the characteristics of the item. Returns are made directly from your personal area in MY ACCOUNT > RETURNS and this will take you to a portal where you must enter your email and the order number for which you want to return, you will see how easy it is. Or you can access the returns portal from the following link, entering the email and the order number: https://return.iblastmile.com/tentwelve COPY AND PASTE THE LINK INTO YOUR BROWSER if you cannot access it by clicking on it directly. You cannot return items from different orders at once. Each order has a different tracking. The buyer must assume the cost of the return for both national and international orders, which will be deducted from the corresponding refund method, both for national and international orders. If you choose STORE CREDIT, we will create a voucher for the amount of the item minus the collection costs, but we will add €10 to your next purchase as a thank you for choosing this method. Any unreturned item, returned incomplete, damaged, deteriorated, dirty or in any other condition that reasonably suggests it has been used or worn will not be eligible for a refund or exchange. It will be returned to you and the shipping costs of your order will not be reimbursed. Collection and customs costs will be assumed by the customer, they will be deducted from the refund amount. Purchases made via bank transfer will be refunded exclusively via vouchers (discount codes). Place the item(s) in their original packaging, accompanied by all the accessories provided if you have them (brand labels, belts, buttons, etc.). We recommend that you take all necessary precautions to ensure their protection. In the case of footwear, the sole must also be intact. Likewise, all personalized items, made to order and/or made to order, or retouched items, as well as sealed items (swimsuits, lingerie) that have been unsealed after delivery and that cannot be returned for reasons of hygiene or health protection, cannot be returned. Once we receive the item in our warehouses and receive the OK from quality control, administration will process the refunds. Please note that weekends and official holidays may delay the transaction. Returns arrive at our warehouses once a week and refunds will be processed during the following week. Therefore, within approximately 15 calendar days, the refund will be made or the vouchers will be active, except for the month of August, a period in which the administration takes a well-deserved break for 3 weeks and December for 2 weeks with holidays. Regarding the refund by Aplázame, we activate the refund from the administration and the Aplázame team is responsible for refunding the installments you have paid up to that point, for one or more items. Aplázame will refund it to you on the same bank card you provided. For any questions or assistance, you should contact: hola@aplazame.com or call +34 91 903 30 15. Please be patient, we are a very small team. Please remember that due to the origin of our products, they may have small irregularities that remind us of the charm of handmade details. All products offered at www.tentwelvecollection.com are limited editions. FOREVER VINTAGE Forever Vintage pieces are unique pieces chosen with love from all over the world and as they are second-hand garments, they may have small defects that only add to their history. Most vintage brands do not allow returns, we do because we understand that the selected garment may not fit you well or you may not love it and it needs to find a new owner; but we do not refund the money but we provide you with a voucher with the amount of the garment, so that you can exchange it for any other product. FLEA MARKET When returning a Flea Market item, we do not refund the money, but we provide you with a voucher with the amount of the item, so that you can exchange it for any other product. Flea Market items are first prototypes, small defects or items that were never produced and are unique in the world, there may be small defects that only add to their history. The return conditions, except for the refund via voucher, are the same as the general ones. If you have any other questions or need assistance, do not hesitate to contact our customer service: hello@tentwelvecollection.com or through our Whats App number +34 676 96 64 16. VERY IMPORTANT, use a single communication channel so that queries are not duplicated. We will respond within 24/48 hours, excluding weekends.