FAQs

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FILE: ORDER_INFORMATION
ACCESS: PUBLIC
STATUS: ACTIVE

[01] CAN I CHANGE OR CANCEL MY ORDER?

Orders enter processing immediately and cannot be changed.

If you need to cancel an order, contact us via WhatsApp as soon as possible. If it has already been dispatched, you will need to follow the returns process below.

This does not affect your statutory rights.

[02] WHERE DO YOU DELIVER?

We deliver globally, but not until October 8th. From September we are only shipping from within the United Kingdom.

Perfume is classified as a restricted item for transport. If your destination cannot be serviced by an approved carrier, the order cannot be processed.

[03] HOW MUCH IS DELIVERY?

Delivery is not free. It is a service with a real cost, so you will be charged for it.

The exact amount depends on your destination and will be shown before your order is confirmed.

[04] WHEN WILL MY ORDER BE DISPATCHED?

Orders are normally processed within 24 hours.

Orders placed on weekends or UK public holidays will enter processing on the next working day.

[05] HOW LONG DOES DELIVERY TAKE?

UK: approximately 2 - 3working days after dispatch.
INTERNATIONAL: approximately 5 working days after dispatch.

These estimates are not guarantees. Delays caused by carriers, border controls or customs are outside our control.

[06] CAN I TRACK MY ORDER?

Yes.

Tracking information will be sent by email once your order has been dispatched. It may take up to 24 hours for the tracking record to become active.

[07] WILL I HAVE TO PAY CUSTOMS CHARGES?

Orders delivered outside the UK may be subject to local duties, taxes or handling fees.

These charges are not included in the product or delivery price and remain the responsibility of the recipient.

[08] WHAT IF I ENTER THE WRONG DELIVERY ADDRESS?

An address cannot be changed after dispatch. If an order is returned because the information supplied was incorrect or incomplete, you may be charged for redelivery.

[09] WHAT IF MY ORDER IS DELAYED?

Check the tracking record first.

If it has not updated for 5 working days, contact us with your order number. We will open an investigation with the carrier.

International orders may remain with customs without receiving regular tracking updates.

[10] WHAT IF MY ORDER IS LOST?

An order must be declared lost by the carrier before a replacement or refund can be issued.

[11] WHAT IF MY ORDER ARRIVES DAMAGED OR INCORRECT?

Keep the product and all original packaging.

The external parcel
The internal packaging
The product received
Any visible damage

We will assess the record and arrange a replacement or refund where appropriate.

[12] CAN I RETURN A PERFUME?

You must notify us within 14 days of delivery if you want to return an order.

To receive a full refund, the perfume should remain unused, sealed, complete and in its original packaging. We may reduce the refund if the product has been handled beyond what is necessary to inspect it.

Faulty, damaged or incorrectly supplied products are handled separately.

[13] HOW LONG DO I HAVE TO SEND A RETURN?

After notifying us, you have a further 14 days to return the order.

The return must be sent to the address provided by customer service. Do not return it without first contacting us.

[14] DO I HAVE TO PAY FOR A RETURN?

Return delivery is your responsibility unless the product is faulty, damaged or incorrect.

Use a tracked service and retain proof of postage. We cannot refund a return that does not reach us.

[15] WHEN WILL I RECEIVE MY REFUND?

Approved refunds will be issued within 14 days of receiving the returned order.

The refund will be sent to the original payment method. Your bank or payment provider may require additional time to display it.

Where required by law, the original standard delivery charge will also be refunded. Additional delivery upgrades are not refundable.

[16] CAN I EXCHANGE A PERFUME?

No.

Return the eligible product for a refund and place a new order, subject to availability.

A returned perfume is not reserved while the return is in transit.

[17] WHAT HAPPENS IF I REFUSE DELIVERY?

The order will be treated as a return once it reaches us.

Carrier charges, customs charges and return costs may be deducted from the refund where legally permitted.

[18] CAN MULTIPLE ORDERS BE COMBINED?

No.

Each confirmed order enters processing separately and will be dispatched under its own tracking record.

[19] WHO DO I CONTACT ABOUT AN ORDER?

Contact 12_things through email.

Include your order number. Messages without an order number will take longer to trace.

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