Start your return via our portal

To ensure a smooth process, please register your return through our new portal. You will need your order number and the email address used for the purchase.

https://twelvesouth.returnless.com/en

---

 

Eligibility for Returns

To be eligible for a return, your item must meet the following criteria:

• Condition: The item must be in the same condition that you received it.
• Usage: It must be unworn or unused.
• Tags: All tags must still be attached.
• Packaging: The item must be in its original packaging.
• Proof of Purchase: You will need the receipt or proof of purchase.
• Scope: Only Twelve South orders placed through twelvesouth.eu and twelvesouth.co.uk can be returned.

Damages and Issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

Warranty & Complaints

Is your product defective, or do you have a complaint about your order? We are here to help.

• Support: For any warranty claims or quality issues, please contact us directly at support@twelvesouth.eu.
• Inspection: Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item.

Exceptions / Non-returnable Items

Certain types of items cannot be returned:

• Custom Products: Such as special orders or personalized items.
• Hazardous Materials: We do not accept returns for flammable liquids or gases.
• Personal Care Goods: Such as beauty products.
• Perishable Goods: Such as food, flowers, or plants.

 

 

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not.

• Approval: If approved, you’ll be automatically refunded on your original payment method within 10 business days.
• Processing: Please remember it can take some time for your bank or credit card company to process and post the refund too.

Follow-up: If more than 15 business days have passed since we’ve approved your return, please contact us via chat or email.