WHEN WILL MY ORDER BE SHIPPED?
All orders will be shipped within 24 hrs, provided we have your item in stock. Orders received on weekends and holidays will be processed the following business day.
Shipping within Australia
One of Twelve offers free shipping for all Australian orders for retail customers. Wholesale shipping is calculated once the order is packaged, measured and weighed. As our wholesale customers have varying needs, we choose the best method on the day. This is mainly done using Australia Post, Big Post Courier Services and Parcel2Courier for International deliveries. Please advise us of any special requirements you have.
Orders outside of Australia will be available online using Sendle in early 2018. In the meantime, we can post using Australia Post or parcel2courier— just contact us for a quote.
Unless the item is faulty or the incorrect item has been shipped, shipping costs are not refundable. This includes the original shipping cost for your order; in the case of a return for a refund, the cost of any return shipping; and in the case of an exchange, the cost of shipping your new item(s) to you.
The cost of shipping for exchanges (plus or minus the difference in the product prices) will be deducted or credited from your credit card or requested from your PayPal account.
Please note all prices are in Australian dollars.
We spent many months trying to find a company that met our needs, settling on Sendle as they are 100% carbon neutral. Their philosophy is simple— they backfill trucks that are going your way, reducing carbon emissions by leveraging existing transport systems. They are a courier company, so do not do PO boxes, so please consider that when placing an order online. If you would like something delivered to a PO box, please let us know and we will happily organise it for you through Australia Post.
The buyer or receiver is solely responsible for all duties, fees, taxes or applicable charges relating to the package.
Australia and New Zealand
Once shipped, orders are generally received within 2-6 business days.
Any orders outside of Australia or New Zealand are expected to be delivered within 5-15 business days.
From time to time, One of Twelve may not be able to achieve the delivery time frames set out above. One of Twelve is not liable with respect to any loss, damage, cost, expense or injury you or any third party suffers as a result of a change in delivery times or a delay in delivery.
Please ensure you provide us with the correct delivery address at the time of ordering. We cannot be held responsible for any loss or damage that you may suffer as a result of incorrect shipping details and parcels returned due to incorrect shipping information will incur extra shipping charges to re-post.
RETURNS AND EXCHANGES
Not happy? No problem. Please return your product to us within 30 days of purchase, and enclose your receipt. We will happily refund your purchase price provided the product and packaging is in original condition. If your goods are damaged in transit, please let us know and we will dispatch a replacement to you immediately. Please send all returns to:
ONE OF TWELVE
PO Box 413
We take great care to ensure that products are packed securely so they arrive at your door in perfect condition. As such, any faulty items will be replaced upon receipt of the faulty goods to our postal address. Faulty items must be reported within 7 business days following delivery. Please email us at firstname.lastname@example.org to report a faulty item. All products must be returned in the original condition, unworn, with a copy of the original invoice included. Please return your item to the address below, using prepaid and traceable methods to ensure safe and documented delivery. We will also reimbuse you for your postage costs, so please include a postage receipt.
Once a return item has been received by One of Twelve, your money will be refunded to the relevant Credit Card or PayPal account within 3 business days.