Shipping & returns
SHIPPING
Standard Shipping
- Each time you place an order, our courier provides a delivery estimate. This will give you an idea of how long parcels like yours typically take to travel the route you’ve chosen, but remember these are not a guaranteed delivery date, as we send everything by road transport from our Sydney HQ.
- Standard delivery can take longer during busier holiday periods or lockdowns.
- Deliveries are not actioned on public holidays.
Parcel Post Delivery Estimates
ACT
1 business day/3 business days
New South Wales
2 business days/4 business days
Northern Territory
3 business days/8 business days
Queensland
2 business days/5 business days
South Australia
2 business days/3 business days
Tasmania
1 business day/2 business days
Victoria
2 business days/4 business days
Western Australia
2 business days/6 business days
Express Post Delivery Estimates
ACT
1 business day/1 business day
New South Wales
1 business day/2 business days
Northern Territory
1 business day/3 business days
Queensland
1 business days/2 business days
South Australia
1 business day/2 business days
Tasmania
1 business day/2 business days
Victoria
1 business days/2 business days
Western Australia
1 business day/3 business days
Express Post - Australia Only
- Express delivery starts from $25.00 per package.
- All orders must be made prior to 12:00pm AEST for the package to be dispatched on the day of the order.
- Express deliveries can go to a postal address or PO Box.
- Note: TWELV. is based in the Sydney Metro area. Due to Covid, the next-day guarantee has been removed by Australia Post; however, they will prioritise all express orders.
International
We look forward to expanding our shipping services globally; however, until then, we will only be offering deliveries within Australia.
Receiving the Order
Should no-one be home to receive the package, the courier will either leave the package in a safe place or, alternatively, a card will be left for the recipient to collect gift up from a local pick-up point which will be outlined on the card that is left.
Incorrect Shipping Details
On the off-chance your order has been dispatched and you have entered the incorrect address, TWELV. is not responsible for retrieving the package. Should the package be returned to TWELV., we will happily send a new package and this will incur $12.00 fee. This fee must be paid prior to dispatch.
We appreciate that our TWELV. customers want their gifts to arrive in a timely manner and we do everything to facilitate this. Should there be any issues with the delivery process, we will always do our best to follow up couriers on your behalf; however, once the order has been dispatched there is very little we can do to intervene, but we will always try.
What do I do if I have made an error on the delivery address?
It is important to check and re-check the delivery address during the checkout process.
If your order has been dispatched, we cannot update the address as the parcel is with the courier company.
If you have any questions or concerns, please email us at hello@twelv.com.au ASAP.
REFUNDS & RETURNS
Once the payment is complete, the sale is finalised. We don't accept any refunds or returns, unless an item is damaged.
DAMAGES AND ISSUES
If an item is damaged, please email us at hello@twelv.com.au within 48 hours of receiving the package. Please include your order details and photos of the damaged goods and we will be happy to investigate this further.