Refund policy

 

12 Pulgadas reserves the right to refuse returns that do not follow the procedure outlined here or that are received under the following conditions:

  • With clear signs of use or damage (wear, tears, burns, odors, stains).

  • Without ALL original tags, stickers, or packaging included with the item (if your item was delivered with a red security tag, it must be returned with that same tag).

  • Underwear, socks, and swimwear cannot be exchanged or returned for hygiene reasons.

  • Products whose purchase or return suggests non-private use. Our items are intended exclusively for private use by individual customers; any commercial use (including rentals, photoshoots, or styling projects) requires express authorization from 12 Pulgadas BCN. Orders or returns that indicate otherwise may be reviewed, restricted, or cancelled at our discretion.

For more information, you may consult the European Union website on Guarantees and Returns.

How long do I have to return my items?

If you are not satisfied with your purchase, you can return your items in their original condition within 14 calendar days from the date you receive your order.

How do I exchange or return a product by mail?

If you want to exchange an item purchased online, please send us the package by mail or courier following the instructions detailed below and indicate on the form which product you would like to exchange it for (make sure to check stock availability on the website first). Once we receive the item, we will process the exchange and contact you to pay the new shipping costs (€10 within mainland Spain if the total order value is below €100).

If you want to return an item purchased online, send the package by mail or courier following the instructions detailed below. Once we receive your return, we will refund the amount paid (excluding the original shipping cost) and send you a confirmation email.

Who covers the cost and risk of a postal return?

The customer is responsible for the cost and risk of shipping products for returns or exchanges. We recommend using a tracked shipping service, as 12 Pulgadas is not responsible for loss or damage during transit.
If the product you received is faulty, contact us at shop@12pulgadasbcn.com and send photos of the defect. We will give you instructions on how to return it, and we will cover the return shipping cost.

Can I return an online purchase at the Barcelona store?

You may drop off items for return in-store along with a printed invoice. We will forward them to our online department to assess their condition. If the items show no damage or signs of wear, we will process the refund to the original payment method (it may take a few days to appear in your account depending on your bank).

Can I exchange an online purchase at the Barcelona store?

If it is a size exchange (not a product change), you can do it directly in-store, as long as the price of the item remains the same, we have stock available, and you bring a printed invoice.
If it is a product exchange, it cannot be done in-store; you will need to return the item, request a refund, and place a new order.

How should I package the items I’m returning by mail?

Items must be packaged in a way that prevents damage during transit—preferably in their original packaging—with the return form inside.
All sneakers MUST be returned in their box; do not ship them in a plastic bag as it may be damaged.
Products MUST be returned in the same condition in which you received them: unused, undamaged, and with all accessories (tags, stickers, box, laces).
We are not responsible for any damage that may occur during the transportation of your return.