FAQ

No! Our sale is sitewide and the discount will automatically be applied at the cart & checkout.

No there is no minimum spend.

Gift Cards will not be available for purchase during the sale.

Unfortunately not, I'm so sorry!

Here at The Twelve we get started on orders straight away and once your order is in our workflow we can't make any changes, this includes adding pieces to your order.

All custom orders placed during our sale have a turn around time of up to 2 weeks .

We are making and sending hundreds of orders every day, so once we have dispatched your order you will receive a shipping confirmation email with the tracking number attached so that you can watch it make it’s way to you.

Unfortunately our make times remain the same however we offer a express shipping as an option in the Checkout, for faster shipping times..

I'd love to say yes but this isn't something we're able to do, I'm so sorry!

Make sure you are on our email list, as all up coming sales are announced there first.

For current turn around times please click the banner at the top of our website.

Please note, if we need to contact you about your order, it will likely be delayed. Please make sure you read the character and design limitations for your piece.

Standard shipping within Australia takes approximately 3-13 business days and express shipping is 3-5 business to most postcodes.

International shipping varies on country however 3-5 weeks is the average time. We won't get a tracking number until the parcel reaches your country, which can take up to 1-2 weeks.

N.B: The time frames listed above are in addition to our turnaround times for making.

Please don't worry, as this can happen with various courier companies. The tracking usually doesn't update until the day it's out for delivery. If it's been over 10 business days past the expected delivery date, please contact us and we can lodge an enquiry to find your order.

We can usually accommodate rush orders, please email us at hello@thetwelve.com.au before you order. There may be a small charge depending on workload and timeframe needed.

Please note we aren't able to accommodate rush orders during sale times.

Once your order has been placed we cannot guarantee any changes. Please email us and we will see where your order is in production.

This could be for a variety of reasons, but don't worry, we'll contact you as soon as we receive your parcel and let you know. Depending on why it was returned to us, you might need to pay for postage again.

While I wish I could say yes, Unfortunately, we are unable to engrave on a piece that has already been sent out, this is due to a few reasons, the main one being we wouldn't want to make an error in the engraving when we add to it later and accidentally damage your selected piece. 

Our range of chains are also sold separately. You can use this link Here to see all our available chain styles and lengths!

Unfortunately engraving on the back of our pieces is not available unless stated otherwise.

Unfortunately we can't change your order details after it is placed.

Most definitely!
You’ll find them in the Charm section on our website. Here link

You can either send your
 follow these instructions link and use a pair of pliers, or you can take to a local jeweller.

For all products with a font choice you'll find an image of the available fonts in the product photos. View our font options here link

Where the font is not an option on a piece the only font we can use is tiny neat font.

All of our products will have a a medallion size of 10mm,12mm,20mm,25mm or 27mm each  

We have a growing number of symbols available and you can see them Here link

When we texture a bar or pendant, the wording isn't the sole focus all of the time. Depending on the angle the patterned background (texture) can make the bar/pendant super shiny and bright but the wording might not appear as noticeable.

 Yes!

Just select lobster clasp instead of fob on the product page, and it will be free flowing.

Gold plated jewellery is a great alternative to pure gold. This is an extremely resilient Gold coating process over a base of stainless steel, so is very resilient to tarnishing and wear, lasting

 A layer of gold often 14k or 18k applied to a base metal through electroplating. This involves using an electric current to deposit the gold onto the base metal. The finished product is a beautiful piece which  should last many years.

To maintain its shine please avoid wearing while swimming in the ocean or chlorinated pools. We recommend giving your jewellery a quick polish with a polish pad  to ensure its looking its best; and when not being worn, store in an airtight container.

Stainless steel silver is a precious metal and should not tarnish over time. We recommend giving your jewellery a quick polish with a polish pad  to ensure its looking its best; and when not being worn, store in an airtight container.

 All our stainless steel silver and gold plated/rose gold plated products contain nickel to support the chains structure and corrosion.

To give them the longest life looking their best, it is recommended to keep them dry at all times and to give them a wipe with a soft, dry jewellery cloth after each wear.

It's extremely important to take care of freshwater pearls and keep them clean to ensure they maintain their original lustre.  Pearls shouldn't be worn in chlorinated water or exposed to dish washing liquid/hand soap etc, and ideally should avoid contact with any moisturiser, sun lotions, perspiration and perfumes.

we always recommend removing your The Twelve piece before bathing, exercising and swimming, as many gemstones are porous so may change in appearance if exposed in these instances. 

Unfortunately with the nature of personalised jewellery we cannot accept returns for our made to order pieces.  

Any 'ready made' items can be returned for a store credit.  Please complete the returns form Link returns page within 7 days of receiving. 

Any returned items must be received by us within 30 days of delivery and in the same condition they left our studio - including packaging. 

Due to hygiene reasons, all earrings are final sale.

For each custom made piece unfortunately we cannot change or cancel your order. Please contact us asap at if you do wish to change/cancel and we can check where it is in our production. If we have already began work then the change might incur fees. 

Please note if we can cancel your order it may be subject to a restocking fee.  

Yes we can change the length of necklace, to the various lengths we currently have available for the same style of chain you have purchased.

Email us (hello@thetwelve.com.au) if you would like to change the length of your chain. Please note that postage back to you is charged as per the shipping method that you select.

They sure do! All of our The Twelve pieces come with a 180 day warranty. Should your chain or clasp break (as the result of a manufacturing fault) within this time please contact us so we can assess it.

Please note, a manufacturing fault does not cover: tarnish, marks on the back of pendants/bar, improper storage or use of your piece or damage/breaks due to wear and tear.

All our products are quality checked before being shipped to you.

Don't worry, we never send invoices/receipts with our packages. You should have received an email with the order confirmation/invoice details. If you didn't get this please let us know and we can resend it.

 All our pieces come in a gorgeous little sustainable jewellery pouch that is perfect for gifting.

You sure can! We can just write it on a little The Twelve gift tag. 

We do our best to get back to every enquiry as quickly as possible whilst ensuring each of our customers receives the time and thoughtful response they deserve.

Typically we'll get back to all emails within 24-48 hours. This could be longer during Christmas/Mothers Day/sale periods.

If it's been longer please make sure you check your spam/junk box as our reply could have went there.

We sure do! Please note, Afterpay has a $75 minimum spend.

Please forward your inquiry via email to Julie at hello@thetwelve.com.au and put 'wholesale inquiry' in the subject section of your email.

If you sign up to our newsletter you'll be the first to know about any discounts or new products offerings.

At the checkout page there's a box which says 'Discount code or gift card' this is where you enter the code.