RETURN AND REFUND POLICY

OUR MAIN RETURN POLICY

[Applies to all items from Twelve & Co and The Archive Lab]

We want you to love your pieces. For our Twelve & Co and The Archive Lab collections, we accept returns under the following guidelines:

The 48-Hour Handover Window: You must notify us of your return and physically hand over the package to your chosen courier (e.g., The Courier Guy, DHL) within 48 hours of delivery. We verify this using the initial scan timestamp on your return tracking number. Returns handed over after 48 hours will not be accepted. If you wish to return an item, share your return tracking number via email at shop@twelveyarns.com 

Return Shipping Cost: Customers are responsible for booking, arranging, and paying for return courier shipping. We strongly recommend using a trackable, insured service.

Condition: Items must be returned completely unworn, unwashed, undamaged, and in their exact original condition.

Inspection & Denial Rights: All returned items undergo a thorough quality check upon arrival. We reserve the right to deny a refund if an item shows any signs of wear, laundering, or damage.

POLICY EXCEPTION: TWELVE YARNS COLLECTION

Due to the nature of our Twelve Yarns collection, crafted from high concentrations of mohair, known as the "diamond fibre", we do not accept returns, exchanges, or cancellations on these pieces.

Because mohair is a delicate, ultra-premium fibre, this strict policy protects the hygiene and luxury quality of every piece. It guarantees that your one-of-a-kind wearable artwork has never been handled or worn by anyone else before it reaches your hands. Every garment is meticulously inspected to meet our highest standards before shipping.

DELIVERY & TRACKING

Once your order is placed, we will personally arrange delivery. Our courier service will notify you directly with tracking updates so you can follow your piece every step of the way.

DAMAGED OR DEFECTIVE GOODS [APPLIES TO ALL ITEMS]

If your item arrives damaged or defective, please email us at shop@twelveyarns.com within 24 hours of delivery. Please include your order number and clear photos of the issue so we can fast-track a resolution for you.