Coconuts by Matisse Del Mar Natural Platform Slide
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Frequently Asked Questions
WE OFFER REFUNDS & EXCHANGES WITHIN 15 DAYS OF PURCHASE WITH TAGS ATTACHED & IN ORIGINAL UNWORN CONDITION. Items purchased Decemeber 3 - December 23rd are eligible for a full refund up to 15 days from the point your order is delivered and a gift card up to 30 days after delivered. (must adhere to our return policy below)
USPS will be closed on Monday Jan. 21st for Martin Luther King Day. Please keep this in mind when considering shipping options.
Showroom items and "Showroom Exclusives" are final sale.
- How do I submit a return request?
- SUBMIT RETURN REQUEST HERE
- How long from the time of purchase do I have to return my items?
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- 15 Days from the time it was delivered to you! No returns will be accepted if they are outside of our 15 days window.
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Do you offer free return shipping?
- Return costs are deducted from total refund amount. This will be as low as $4.
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Can I exchange my items?
- To exchange we ask that you return your item and place a new order.
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Can I send items back together from different orders?
- Include BOTH packing slips with the other. Missing information will delay in processing.
- Can I return sale items/ jewelry / accessories, or vintage clothing?
- No, these items are final sale and are NON-RETURNABLE
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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
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How long will a refund take to show up on my original form of payment?
- 1-3 business days.
- Why didn't I receive the full amount?
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- 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.
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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?
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- No. We will not accept any returns that are not requested in our shipment and a 12th Tribe label used. If another label is refused 12th Tribe is not responsible for mis delivery, delays or missing items.
- What time do I have to order by to receive my overnight by next day?
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- 12:00pm EST.
Shipping & Delivery
We ship worldwide.
*Please allow 24-48 business hours for processing time from time of purchase for updates on tracking!
- FREE REGULAR SHIPPING on all first class orders (5-7 business days)
- EXPRESS 2-DAY SHIPPING (2 business days):
- OVERNIGHT SHIPPING (1 business days):
- 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 EST to be shipped out the same day
*any orders placed Friday after 12pm EST to Sunday will be sent out the following Monday.
*OVERNIGHTS: will be shipped out same day if placed before 12:00pm EST.
Returns
CLICK HERE FOR THE RETURN REQUEST FORM
- 12th Tribe gladly accepts returns of unworn, unwashed, undamaged, or defective merchandise with all original tags on for a refund within 15 days of stated delivery date.
- You are provided with a return label after your return has been approved. Returns are only accepted with 12th Tribe return labels. Delays may occur if return doesn't meet requirements.
- Please allow 1-3 business day for approval or denial of a return request, and up to 48 hours to receive your return label via email.
- Vintage Thrasher shorts and Vintage Thrasher jeans are only eligible for store credit
Non-Returnable Items
- ALL SALE AND PROMOTIONAL ITEMS ARE FINAL SALE & MAY NOT BE RETURNED FOR EITHER A REFUND OR STORE CREDIT. This includes a sale promotional discount code used at purchase.
"ON-SALE" ITEMS ARE FINAL SALE.
- All bundle items are final sale. (This includes the 2 Wrap Tops for the Price of one!)
- ALL JEWELRY & ACCESSORIES (this includes earrings, necklaces, rings, bracelets, belts, hats, body jewelry, bags, scarves, bandanas and glasses)
- ALL INTIMATES & SWIMWEAR (swimwear and east n west label are eligible for gift card only)
- ALL VINTAGE ITEMS (this includes vintage tees and vintage jackets. However, thrasher jeans and thrasher shorts are eligible for store credit.)
- ANY/ALL SUBSCRIPTION AND AMBASSADOR BOX ITEMS
- ANY/ALL ITEMS OUTSIDE OF OUR 15 DAY POLICY
- If you are returning Thrasher Shorts or Thrasher Jeans we are happy to assist you with new sizing when you submit your return. Thank you for your cooperation.
Refunds
*Must meet the above guidelines to be eligible for a refund*
- Please allow us 12-16 business days from when we receive your return to issue refund or store credit.
- Once your return has been processed, you will receive a confirmation email containing either your refund receipt, or store credit.
- Please allow up to 1-3 business days to receive your refund back to the original form of payment. This is dependent on your bank.
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
International Returns
- 12th Tribe is not responsible for International customers must cover the cost of international return postage, as well as any additional duties or taxes assessed by customs.
Lost/Stolen/Damaged Packages
- 12th Tribe is not responsible for any loss packages. If you feel as though your package has been lost, please submit a claim to USPS here.
- If item arrives damaged, please send an email containing a photo of the damaged item within 2 days of arrival date to info@12thtribe.com.
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 help responsible to replace an item and will not accept the return.
Return 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 to resend the item and you will be charged the reshipment label cost.
- 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.
- 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 changed addresses).
