• RETURN/ REFUNDS
  • SHIPPING & DELIVERY

RETURN/ REFUNDS

LIVE CHAT HOURS
7 AM - 5:00 PM PST MON-SUN
FIND US AT:
701 Ocean Front walk, Venice, CA, 90291
What is your return policy?
FINAL SALE
Final sale items which are NON-RETURNABLE include: SALE MARKED ITEMS, HATS, JEWELRY, ACCESSORIES, SWIMWEAR, INTIMATES, and VINTAGE GARMENTS. This also includes BLACK FRIDAY, CYBER MONDAY, FLASH SALE and SECRET SALE.

RETURN POLICY
We offer refunds, Instant Credit, and Instant Exchange within 15 days of delivery for regular (Non-Final Sale) items with tags attached & in original unworn condition (restrictions apply). Final Sale items are not eligible for return. If you return for a refund, the return costs are deducted from the total of your refund. If you return for a gift card, Instant Credit, or Instant Exchange, we'll comp the return label!

HOLIDAY EXTENSION ON RETURNS
Regular price (non-sale) item's purchased between 11/14/21-12/26/21 are eligible for STORE CREDIT if returned before 1/9/22. Sale marked items are non-returnable.

NYC STORE - As of 11/1/21
We are not accepting ONLINE ORDER returns in store. FOR IN STORE ORDERS, all returns are valid for giftcard and exchange only.

THRASHER SHORTS
Thrasher shorts, which are made to order, are eligible for gift card ONLY.
What should I know about Black Friday and Cyber Monday?
Black Friday and Cyber Monday are site wide 25%-70% off sales.
Select items do not apply. Items in certain collections such as Salty do not apply as they are part of our special collaboration with partners.
All sale marked items are final sale (non returnable).
Why did I receive Instant Credit for my return? Where's My Refund?
Once your return request is approved, you will receive an Instant Credit voucher so that you can conveniently make a repurchase right away. Not to worry, if you do not use your Instant Credit voucher, your refund will be issued as usual after your return has been delivered to our warehouse.

If you do use your Instant Credit voucher, the amount used will be deducted from your refund. So if you used partial amount of your instant credit, the remaining balance will be issued into your refund instead.

Just make sure to return your original items within our 15 day policy.
Do you offer free return shipping?
You are provided a pre paid return label. Return costs are deducted from total refund amount. If you return for a gift card, Instant Credit, or Instant Exchange, we'll comp the return label!
Are thrasher shorts and jeans final sale?
Thrasher shorts are ONLY eligible for store credit.
Can I return sale marked items / hats / jewelry / intimates/ accessories / or vintage clothing?
No, these items are final sale and are NON-RETURNABLE
Are sale items returnable?
ALL SALE MARKED ITEMS AND PROMOTIONAL ITEMS ARE FINAL SALE & MAY NOT BE RETURNED FOR EITHER A REFUND OR STORE CREDIT.
How do I submit a return request?
Submit your return request here: https://12th-tribe.returnly.com/
How long from the time of purchase do I have to return my items?
15 Days from the time it was delivered to you! No returns will be accepted if they are sent back outside of our 15 day window. You must ship back your items with our label provided otherwise your return may be rejected.
Can I exchange my items?
Instant Exchange allows you to submit your return request for an item(s) and exchange it with the correct size all within one easy stop for free! Once approved, we’ll send you a comped return label to send back your original items. It takes up to 48 hours to process and 5-8 business days for shipping.
Can I send items back together from different orders?
Include BOTH packing slips from each order. Missing information will delay in processing. All items must be listed on your return request.
How long will it take to receive my refund?
Please allow 12-16 business days for processing from the point the item is delivered to us.
How long will a refund take to show up on my original form of payment?
Depending on your bank, average time is 2-4 business days.
Why didn't I receive the full amount in my refund?
Return costs are not included in the refund amount.
Can I still return even if I used a discount code during purchase?
Yes. However, sale marked items listed as on-sale are final sale.
Do you price match other stores or previous sales on 12th Tribe?
No we do not price match no matter the circumstance.
Can I ship my item(s) back for a return with my own shipping?
No. We will not accept any returns that are not requested in our returns center https://12th-tribe.returnly.com/ for a 12th Tribe return label. If another label is used, 12th Tribe is not responsible for misdelivery, delays or missing items.
Is Lauren's Luyendyk's collection final sale?
The items in her collection are not final sale. They are eligible for a store credit refund only.
What items are non-returnable and final sale?
Final sale items which are NON-RETURNABLE include: SALE MARKED ITEMS, HATS, JEWELRY, ACCESSORIES, SWIMWEAR, INTIMATES, VINTAGE GARMENTS, and MASKS.This also includes FLASH SALE and SECRET SALE.

ANY/ALL ITEMS OUTSIDE THE 15 DAY POLICY ARE NON RETURNABLE.
Can I send back an international return?
Yes, please email info@12thtribe.com for more info. 12th Tribe is not responsible for International customers must cover the cost of international return postage.
What is Instant Credit and how does it work?
No more waiting! You can now submit your return request for an item(s) and opt for Instant Credit instead of a refund. When you opt for Instant Credit, you’ll be able to shop for new items as soon as your return request is approved instead of waiting for your return to be received by the warehouse. Your Instant Credit will be sent to you within 24 hours of submitting your request. Just make sure to drop off your return items at the post within our 15 day return policy.

Start your return for Instant Credit by entering your order number and zip code here: https://12th-tribe.returnly.com/

*Final Sale items are non-returnable.
What is Instant Exchange and how does it work?
Instant Exchange allows you to submit your return request for an item(s) and exchange it with the correct size all within one easy stop for free! Once approved, we’ll send you a comped return label to send back your original items. It takes up to 48 hours to process and 5-8 business days for shipping.

Start your Instant Exchange by entering your order number and zip code here: https://12th-tribe.returnly.com/

*Final Sale items are non-exchangeable.
How do I receive my Instant Credit?
Your Instant Credit will be emailed to you within 24 hours of submitting your return request.
How do I receive my Instant Exchange?
Once you have completed your return request where you will also be prompted to place your exchange, you will receive an email within 24 hours confirming that your exchange order has been created. Your exchange order will be shipped as usual. It takes up to 48 hours to process and 5-8 business days for shipping. Your exchange is free so we’ll comp the return label and the standard shipping for your exchange.

To expedite shipping for your exchange, please contact customer service on live chat asap as your exchange is processed asap. Our agents will be able to assist you with payment for upgrading the shipping method.
How do I use my Instant Credit?
Just enter your Instant Credit code that we emailed you at the checkout. It’s that easy!
Can I use a discount code with my Instant Credit?
Yes, enter your Instant Credit code at check out. You can enter your discount code in the same field right after.
Can I use my Instant Credit on sale marked items?
Yes, you can definitely use your Instant Credit on sale marked items. *All sale marked items are final sale.
How do I pay the balance for my new order if it's worth more than my Instant Credit?
You can use credit or debit to pay the remaining balance if the final total is more than the value of your Instant Credit.
Is there a return cost for my original order if I do Instant Exchange or opt for Instant Credit?
No, one of the great benefits of Instant Exchange or Instant Credit is that we’ll comp the return label for your original items! Just make sure to drop off your return items at the post within our 15 day return policy.
When will my Exchange order ship?
Once you have completed your return request where you will also be prompted to place your exchange, you will receive an email within 24 hours confirming that your exchange order has been created. Your exchange order will be shipped as usual. It takes up to 48 hours to process and 5-8 business days for shipping. Your exchange is free so we’ll comp the return label and the standard shipping for your exchange.

To expedite shipping for your exchange, please contact customer service on live chat asap as your exchange is processed asap. Our agents will be able to assist you with payment for upgrading the shipping method.
When will I receive my Exchange order?
It takes up to 48 hours to process and 5-7 business days for shipping. Tracking will be emailed to you once it becomes available.
Can I expedite my Exchange order?
To expedite shipping for your exchange, please contact customer service on live chat asap as your exchange is processed asap. Our agents will be able to assist you with payment for upgrading the shipping method.
Can I exchange my exchange order?
You can return your exchange order for a gift card or a refund. With a gift card, you’ll be able to make another purchase.
Can I return my exchange order for store credit or a refund?
You can return your exchange order for store credit or a refund. With store credit, you’ll be able to make another purchase. With a refund, the refund will be issued to your original order associated with your original payment method.
Is there a return cost for my Exchange order?
If you opt for a gift card, we’ll still comp the return label. If you opt for a refund a return cost will be applied to your refund.
Why is my refund showing on my original item and not the exchange item?
Since your original payment transaction was through your original order, if you return an exchange order, your refund will be reflected on your original order.

SHIPPING & DELIVERY

LIVE CHAT HOURS
7 AM - 5:00 PM PST MON-SUN
FIND US AT:
701 Ocean Front walk, Venice, CA, 90291
What are your shipping policies?
Please allow 24 business hours for processing time from time of purchase for updates on tracking.

*PLEASE NOTE THESE SHIPPING OPTIONS REFLECT ESTIMATED AVERAGE SHIPPING TIMES. We hand off your package to carriers within 24 hours during business days. Once your package is with the carrier, the delivery time is dependent on the carrier.

HOLIDAY SHIPPING DELAYS MAY OCCUR
While we do ship orders within 24 business hours, carriers may delay in scanning the shipment into their system after pick up or delay in transit. If your tracking has not yet updated, often times your order was picked up by the carrier and is now waiting to be sorted and scanned at the carrier facility. For this reason we encourage you to do your holiday shopping as early as possible. We appreciate your patience in advance as essential workers safely labor around the clock to catch up with the industry wide surge in shipping demand.

HOLIDAY SHIPPING CUT-OFFS
- Standard shipping - 12/10, FRI
- Express Shipping - 12/15, WED

EXPRESS ORDERS
Orders need to be placed before 12pm PST to be shipped out within one business day.
If you place you order on a FRI, it will likely ship out on MON.
*EXPRESS 2-3 BUSINESS DAYS SHIPPING
*EXPRESS 4-5 BUSINESS DAYS SHIPPING

STANDARD SHIPPING 6-8 BUSINESS DAYS
Free for orders $100+

INTERNATIONAL STANDARD SHIPPING INTERNATIONAL DHL EXPRESS SHIPPING
*All prices are subject to change upon ordering. You will be contacted if necessary* *expedited orders need to be placed before 12pm PST to be shipped out the same day *any orders placed Friday after 12pm PST to Sunday will be sent out the following Monday.

12TH TRIBE HAS PARTNERED WITH ROUTE+
*By selecting Route+ at checkout your order will be protected from damage, loss*, or theft. In the unfortunate case that your order never comes or is broken upon arrival, you can easily file a claim with Route and receive a replacement or be refunded for your items. We are excited to offer this service to you and we highly recommend you use Route+ package protection at checkout.

*Claims for packages marked "delivered" yet not received and where there is no evidence of “porch piracy” must be made 5 days after “delivery date” but no longer than 15 days to ensure it was not misdelivered or easily found around the premises." Claims for packages presumed to be lost (where the status is not "delivered") must be filed after 7 days (20 days for international) and within 30 days from the last checkpoint.
What time do I have to order by to receive my Express 4 day shipping?
12:00pm PST.

HOLIDAY SHIPPING DELAYS MAY OCCUR
While we do ship orders within 24 business hours, carriers may delay in scanning the shipment into their system after pick up or delay in transit. If your tracking has not yet updated, often times your order was picked up by the carrier and is now waiting to be sorted and scanned at the carrier facility. For this reason we encourage you to do your holiday shopping as early as possible. We appreciate your patience in advance as essential workers safely labor around the clock to catch up with the industry wide surge in shipping demand.

EXPRESS ORDERS
Orders need to be placed before 12pm PST to be shipped out within one business day.
If you place you order on a FRI, it will likely ship out on MON.
*EXPRESS 2-3 BUSINESS DAYS SHIPPING
*EXPRESS 4-5 BUSINESS DAYS SHIPPING

Do you ship worldwide?
Yes, we ship worldwide.
What are the shipping options?
HOLIDAY SHIPPING CUT-OFFS
- Standard shipping - 12/10, FRI
- Express Shipping - 12/15, WED

EXPRESS ORDERS
Orders need to be placed before 12pm PST to be shipped out within one business day.
If you place you order on a FRI, it will likely ship out on MON.
*EXPRESS 2-3 BUSINESS DAYS SHIPPING
*EXPRESS 4-5 BUSINESS DAYS SHIPPING

STANDARD SHIPPING 6-8 BUSINESS DAYS
Free for orders $100+

INTERNATIONAL STANDARD SHIPPING INTERNATIONAL DHL EXPRESS SHIPPING
*All prices are subject to change upon ordering. You will be contacted if necessary* *expedited orders need to be placed before 12pm PST to be shipped out the same day *any orders placed Friday after 12pm PST to Sunday will be sent out the following Monday.

12TH TRIBE HAS PARTNERED WITH ROUTE+
*By selecting Route+ at checkout your order will be protected from damage, loss*, or theft. In the unfortunate case that your order never comes or is broken upon arrival, you can easily file a claim with Route and receive a replacement or be refunded for your items. We are excited to offer this service to you and we highly recommend you use Route+ package protection at checkout.

*Claims for packages marked "delivered" yet not received and where there is no evidence of “porch piracy” must be made 5 days after “delivery date” but no longer than 15 days to ensure it was not misdelivered or easily found around the premises." Claims for packages presumed to be lost (where the status is not "delivered") must be filed after 7 days (20 days for international) and within 30 days from the last checkpoint.
Vintage Items
Disregard sizing on label. Some items (including thrasher shorts) have been re-purposed and resized. Some of our vintage items are up to 30 years old. With Vintage and age comes natural wear. Please be mindful of this if you are seeing any coloring or natural distressing. Vintage Thrasher shorts and Vintage Thrasher jeans are only eligible for store credit
What is a preorder item and when will it ship?
PREORDER means you are purchasing a best selling or hot new item before it reaches our warehouse from the manufacturer to make sure you snag one in advance! The PREORDER DATE or TIMEFRAME is when we are expecting to receive the item in our warehouse.

Example: "PREORDER EARLY JUNE," is expected to arrive Week 1-2 of June and will ship out shortly after.

PREORDER TIMEFRAMES:
EARLY - Week 1-2
MID - Week 2-3
LATE - Week 3-4

Our customer service team will reach out to you if there is a delay in the preorder making its way from our manufacturer to the warehouse, and provide new shipping timeframes. If the date doesn't work for you, we can help you swap out for an in-stock style.
Does 12th Tribe cover international duties & taxes?
12th Tribe is not responsible for any additional duties or taxes assessed by customs for international orders. International customers must cover these costs.
My package is Lost/Stolen/Damaged?
We've partnered with Route+, which is premium package protection for your online orders. When you add Route+ at checkout, you can easily file claims for lost, stolen or damaged packages and receive a replacement or be reimbursed for your items. We strongly encourage you to insure your package with this affordable security.

If you opted not to include Route+ in your order, 12th tribe is not responsible for any lost or stolen items. If you feel as though your package has been lost, please submit a claim to USPS.
My item is damaged after Wearing/Washing?
If an item has been worn and/or tried on, and becomes damaged, 12th Tribe will not be held responsible to replace the item and will not accept the return. If an item is washed, 12th Tribe will not be held responsible to replace an item and will not accept the return.
What if my package was returned to sender?
If your package has been returned to sender due to insufficient address, 12th Tribe is not responsible. If your item has returned to sender, when the item is returned successfully we will contact you about the shipment. If your item is return to sender the shipping cost will be deducted from the refund total if you would like to return that package for a refund.
Can I cancel my order or update the address?
If an order needs to be cancelled or changed, an email must be sent to info@12thtribe.com ASAP within 12 hours of placing your order. We ship fast! (Since we do ship items out super fast, we do not guarantee cancelations or address changes).
Why did only part of my order shipped?
Our team ships your 12th Tribe treasures from two locations. If you see only part of your order was shipped your other pieces should be on their way shortly with additional email info and tracking.

LIVE CHAT HOURS
7 AM - 5:00 PM PST MON-SUN
FIND US AT:
701 Ocean Front walk, Venice, CA, 90291

LIVE CHAT HOURS
7 AM - 5:00 PM PST MON-SUN
FIND US AT:
701 Ocean Front walk, Venice, CA, 90291