User Account, Password, and Security:
We take precautions to protect your information. When you submit sensitive information via the website, your information is protected both online and offline.
Wherever we collect sensitive information (such as credit card data), that information is encrypted and transmitted to us in a secure way. You can verify this by looking for a closed lock icon at the bottom of your web browser, or looking for "https" at the beginning of the address of the web page.
While we use encryption to protect sensitive information transmitted online, we also protect your information offline. Only employees who need the information to perform a specific job (for example, billing or customer service) are granted access to personally identifiable information.
We are the sole owners of the information collected on this site. We only have access to/collect information that you voluntarily give us via email or other direct contact from you. We will not sell or rent this information to anyone.
We will use your information to respond to you, regarding the reason you contacted us. We will not share your information with any third party outside of our organization, other than as necessary to fulfill your request, e.g. to ship an order.
Orders received by 12:00 PM PST will be processed and shipped by the end of the day.
Any orders received after 12:00 PM PST will be processed and shipped the following business day.
All orders are shipped via UPS unless a special request is made for will call or to ship with another courier.
Please give us a ring at (213)973-5561 with any questions or comments.
Here at On Twelfth Clothing, we pride ourselves on customer service and satisfaction. So if for some reason you are not happy with your order, you can make a request for store credit or an exchange as long as it is within 7 days of the shipment receipt date (returning package must be postmarked as so) and the merchandise has not been worn, washed, or altered in any way. Original shipping and handling charges are not refundable, and the customer is responsible for return shipping with the carrier of his or her choice. We recommend shipping your item(s) back with both insurance and a tracking number -- that way you are protected from the possibility of loss during shipping and will know whether your package has been received by our warehouse. Returns and exchanges generally take 7 business days to complete once received. Once a return as been processed, you will receive a confirmation email. Any item returned without its original bag and tag may be assessed a $5 restocking fee per item. All returns are subject to a 20% restocking fee. Send all return/exchange merchandise to:
Returns On Twelfth
1500 Griffith Ave
Los Angeles, CA 90021
On Twelfth Clothing is happy to exchange any merchandise that isn’t worn, washed, altered, or Final Sale for another size or even another item altogether, as long as it is within 7 days of the shipment receipt date (returning package must be postmarked as so). The customer is responsible for return shipping, but all exchange items will be sent back out with free shipping on us. For orders placed with a coupon, the discount can only be honored for an even exchange of the same item. New coupons cannot be applied to exchange orders. If you’d like to make an exchange, we recommend contacting Customer Service and putting the item(s) you want on hold first. This way, the item(s) won’t sell out before your return has reached us. If you need to change your hold item(s), you will need to contact us again, as the system will automatically process the items you already have on hold and not what is noted on the back of your invoice.
No returns or exchanges can be accepted for any sale items or
discounted items, items used with a promotional code, discount code, or coupon
and all Clearance Rack items. If any of the above-mentioned items are returned,
no refund or exchange will be processed, and the customer will be responsible
for any shipping charges that go into recovering the merchandise.
If you find an item to be damaged, defective, or incorrect,
please contact a Customer Service representative before returning your item so that we may
assist you accordingly.
An order that is refused will be charged the original shipping
plus the return shipping it takes for the package to get back to our facility.
All orders shipped via UPS are subject to the “Terms and Conditions of Service”
as detailed on UPS.com.