ORDERS
How do I place an order?
Simply add the products you want to your cart and follow the steps in the checkout process. If you have any questions during the process, please write to us and we will be happy to help you.
Can I change or cancel an order?
We work quickly to ensure your products arrive as soon as possible, so if you need to make any changes, please write to us as soon as possible at hello@twelvebeauty.com. We will do our best to help you before the order leaves our warehouse.
What payment methods do you accept?
We accept all major credit and debit cards (Visa, Mastercard, American Express), as well as PayPal. All payments are processed securely and are encrypted.
SHIPPING
Which countries do you ship to?
We ship internationally. If you have doubts about whether we deliver to your country, write to us and we will confirm.
How long will my order take to arrive?
Orders are processed within 1–2 business days, except during peak times. Delivery times vary by destination: shipments within Spain typically arrive in 2–3 business days, and international shipments in 5–10 business days.
How much does shipping cost? Is there free shipping?
Shipping costs are calculated automatically at checkout based on your location and package weight. We offer free shipping over a certain amount — you'll see it indicated on the website.
How can I track my order?
Once your order leaves our warehouse, you will receive a confirmation email with the tracking number and a link to track it in real-time.
What happens if I'm not home when the package arrives?
It will depend on the carrier, but in most cases a notice will be left and you can arrange a new delivery or pick it up at a nearby collection point. If you have problems with the delivery, please write to us and we will help you manage it.
RETURNS & EXCHANGES
What is your return policy?
You can exercise your right of withdrawal within 14 calendar days from the receipt of the order, without needing to provide any justification. To do this, the product must be unopened, in perfect condition, and with its original packaging intact. Once the return is received and its condition verified, we will proceed with a full refund of the product's value.
Please note that we do not accept returns of products that have been opened or used, as for reasons of hygiene and safety, we cannot put them back on sale.
Who bears the return costs?
Return shipping costs are borne by the customer, unless the product arrives defective or incorrect.
What do I do if I receive a damaged or incorrect product?
We are very sorry — please write to us at orders@twelvebeauty.com with your order number and a photo of the product and the shipping box if the product is damaged, and we will resolve it as soon as possible. In these cases, we cover all costs.
ACCOUNT AND PRIVACY
Do I need to create an account to buy?
It's not essential — you can complete your purchase as a guest. However, having an account allows you to view your order history, save your addresses, and speed up future orders.
How can I update my details or address?
Log in to your account and edit your details from the "My Account" section. If you have any problems, write to us and we will manage it for you.
How do I unsubscribe from the newsletter?
You can unsubscribe at any time by clicking the link at the bottom of any of our emails. If you prefer, write to us directly and we will do it for you.
What do you do with my personal data?
Your data is used exclusively to manage your orders and, if you have so indicated, to send you our communications. We never share them with third parties for commercial purposes. You can find all the information in our Privacy Policy.
DISTRIBUTION AND STOCKISTS
How can I become a distributor or stockist?
We love to meet people who share our philosophy. If you have a space or business where you think Twelve Beauty would fit in, email us at info@twelvebeauty.com telling us a little about yourself and your project.