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 unit a
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.