SHIPPING POLICY

All parcels are usually shipped from Melbourne, Australia within 24-72 hours of receiving the order, excluding weekends and public holiday. If shipping delay occurs, we will inform customers of the issue within 72 hours.

When your order is ready for dispatch, you will receive an email notification. If a tracking number is provided, please allow up to 12 hours for tracking to show as it takes time between packing and first scan when on board for delivery.

Shipping Cost and Delivery Times – Within Australia

Order Type/Value

Standard Shipping
3-10 business days

Less than $50
$5.00
Over $50
 FREE
Monthly Subscription Box
 FREE

Unfortunately, other international delivery destinations are not yet available. Our team is working extremely hard to make it happen.

  • Order Value is the amount you’ve paid for the order after any promotional codes are applied
  • Shipping may take additional time during sale periods, holidays and extreme weather events
  • Please allow additional time for regional and rural deliveries
  • Shipping costs can be adjusted without prior notice
  • Ownership of the products will transfer to you once we have delivered in accordance with your delivery instructions.

Monthly Subscription Box Delivery

Our Monthly Subscription Box will be dispatched and shipped out to your nominated address via Standard Shipping before the 3rd day of every month.

Please allow 3-10 business days (within Australia) for the parcel to be delivered to you.

RETURN & EXCHANGE

Oops! Something went wrong with your order??!?

At Twelve, we want you to fully enjoy your purchase and that is why we offer the following options:

 

CHANGE OF MIND

If you are not happy with your purchase for any reasons, we are happy to offer a refund/exchange, given that the products are returned to us at its original packaging (i.e. unopened, undamaged) at your own cost.

If you wish to return your order, please do as followings:

Step 1: Email us at hello@twelve.com.au to request a Refund/Exchange and obtain a Refund/Exchange Reference Number within 14 days since the day you receive your products.

Step 2: Once we have issued a Refund/Exchange Reference Number, please organise for the package to be returned to us at your own cost.

We strongly advise you to retain a tracking number for returned parcel.

Step 3: After receiving your parcel, we will process your refund/exchange within 7 business day.

*For customer who requests an exchange, we will determine if you need to cover the shipping cost for the exchange item(s) based on your original Total Order Value.

DAMAGED GOODS

We checked for quality of every package before sending them off but we understand that products may be damaged during the delivery process.

In this instance, we would love to offer you a replacement.

Step 1: Contact us at hello@twelve.com.au about the Damaged Goods within 14 days since the day you receive your products, along with photos of the damaged product(s)

*Claiming refund for damaged box is not applicable as it does not affect the quality of your products inside

Step 2: We will review and organise for the replacement(s) to be shipped to you within 7 business day.

Step 3: You will receive a notification once your replacement item(s) left our warehouse.

Important Thing To Note

  • Our return/exchange period is 14 days since the day you receive your item(s). (i.e.your order status updated as “Delivered/Completed”).
    Once the 14 days period has passed, we will not be able to offer you a refund/exchange or replacement
  • Monthly Subscription Boxes cannot be itemised so single item within the box is not available for return/exchange. If you wish to claim for a refund on our monthly box, all items included in the box will have to be returned to us.
  • Shipping Charges cannot be refunded.
  • For Shipping Address, we advise you to nominate an address where someone is available to collect the parcel during business hours Monday to Friday. If no one is available to collect the parcel, the courier might leave the parcel at the address only if it deemed safe to do so, otherwiseyou are responsible for picking up the parcel at a location given to you.
  • If the parcel is returned to Twelve because it was unclaimed or had the incorrect address provided with the order, the customer is responsible for the additional shipping costs. Twelve is not responsible for unclaimed or incorrectly addressed parcels and does not offer replacement packages.