12 Pulgadas reserves the right to penalise or refuse those returns that do not comply with the following instructions or that show clear signs of use (wear, holes, stains, smells, or without tags). For further information you can refer to the Guarantees and Returns Regulations at the European Union's website.
How long do I have to return an item?
If you are not satisfied with your purchase, you may return or exchange the items in their original state in a period of 14 calendar days from the day you receive your package.
Can I go to the store in Barcelona and return a product I bought online?
You can drop off the items you want to return at out store, and we will process the refund to the same payment method originally used (it may take a few days to show in your account, depending on your bank entity).
Can I go to the store in Barcelona and exchange a product I bought online?
If you want to make an exchange for a different size (not product), you may do so immediately at our store, as long as the price does not vary and we have the item in stock. If you want to exchange for a different product, you cannot do it at the store; you may drop off the item at our store, request a refund and then make a new purchase.
Who assumes the cost and risk of the return by mail?
The customer will bear the cost and risk of shipping in case of a return or exchange. We recommend using a company that provides you with a tracking number and insurance service.
If the product your received is faulty or damaged, contact us at firstname.lastname@example.org sending pictures of the damage, we will give you instructions to return it and we will assume the cost of return.
How do I return or exchange my product by mail?
To exchange the products you bought online, send us back the package following the instructions below and fill out the form with the item name you wish to make the exchange for (check stock first on the website). If there is a pending balance for or against you, we will contact you to pay it off.
To return the products you bought online, send us back the package following the instructions below. Once we receive your package, we will issue a refund to the same payment method used originally and you will receive a confirmation email.
How should I pack my returned order?
Items should be sent in appropriate packaging to ensure they don't get damaged in transport, preferably in the same packaging originally sent, accompanied by the returns form. If it is shoes, they MUST be returned in a box, don't use plastic bags as they will get damaged. Products MUST be in their original condition, unused and with any additional items you may have received (tags, stickers, boxes, laces).
Steps to follow for mail returns:
- Fill out the form on the back of the invoice sent inside your package, or you can print the form again here.
- Pack your product in a plastic envelope/bag (if it is clothing or accessories) or in a cardboard box (if it's shoes) and place the form inside the package.
- Ship the package to 12 PULGADAS, Address: Carrer Durán i Bas 1, 08002 Barcelona.
- When we receive the package, we will send you a confirmation e-mail and we will issue a refund to the same payment method you initially used.