return and policies
Returns & Policies
Product Care
All of our pieces are made entirely of 18tc gold plated or stainless steel.
And are designed to be worn everyday.
Returns and Exchanges
Unfortunately due to the nature of personalised jewellery we cannot accept returns on our made to order pieces.
Any 'ready made' items can be returned for a store credit. Please complete the contact form below 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.
Cancelling/Changing Orders
We begin working on your piece straight away so please check all details of your order – spelling, alignment, length, colour of metal. If you wish to cancel or change your order please contact us immediately by filling out the contact form below and we can check what stage in production your order is in. If your piece has already been started it may not be possible to cancel or change it. However if you still want to go ahead and make changes, you may be to subject to a rework fee, or if you wish you cancel your order completely you may be subject to a restocking fee.
Damaged
If your product is damaged on arrival, please fill out the contact form below and please be sure to include photos.
We do not offer refunds for damaged products rather we will repair or replace the item. This is our company policy which complies with the ACCC.
Incorrect item/ Spelling
If your product wasn’t as you ordered, please contact us by filling out the form below and include a photos. We can then arrange a replacement or repair.
We do not offer refunds for faulty, damaged or incorrect items, rather we will repair or replace the item. This is our company policy which complies with the ACCC.
Discounts
During Sale please make sure you enter the discount code as we cannot refund the discount amount after the sale has ended.
Product Safety Warning
The Twelve does not recommend necklaces for children as they contain small parts that may come loose and cause a choking hazard. If you do wish to choose to purchase for your child please ensure they wear there necklace only under supervision.
By purchasing from our store you accept our store policies.
FAQ
How long dose it take to make my order?
Turn around times for personalisation is 5-7 business days
If we need to contact you regarding you order, this will delay your order from being completed. As we will have wait to hear from you before we can finalise and send your order.
Note:- Unexpected delays with Australian Shipping does occur from time-to-time*. If your expected delivery window has passed, please allow an additional day or two prior to contact.
What sizes are your pendants?
All our pendant sizes and chain lengths are in the description of each particular product
Can I change my order after it is placed?
As each piece is custom made and we begin working straight away we unfortunately cannot change or cancel your order. Please fill in the contact form below if you do wish to change your order and we can check where it is in our production.
Product information
Designed as more than jewellery its your personal identity, part cosmic code, part modern armour. Each 18ct gold plated piece is engraved on sustainable stainless steel, as never take off tarnish free jewellery. Created with subtle zodiac energy and your personalized celestial identity, all our jewellery is designed as a modern classic, worn as understated luxury.
Designed in Australia by www.thetwelve.com.au and marked with 'The twelve' logo on the back