ORDERS & SUPPORT

HOW DO I CONTACT CUSTOMER SUPPORT?

Our support team is here to assist you with any questions regarding your order, our artworks, or our shipping process.

  • Email: Reach out to us at help@twelve-gods.com.
  • Response Time: We typically respond within 24–48 hours during business days.


For a faster resolution regarding an existing order, please remember to include your Order Number in your message.
CAN I CHANGE OR CANCEL MY ORDER?

Once an order is placed, it cannot be cancelled or changed. 
WHY WAS MY ORDER CANCELED?

In the rare event that we need to cancel your order due to product availability, we will notify you by email and issue a refund immediately. Please note that it may take up to 10 business days for the refund to appear in your account, depending on your bank.
CAN I COMBINE SEPARATE ORDERS INTO A SINGLE SHIPMENT?

We are not able to combine multiple orders into a single shipment. 

SHIPPING & DELIVERY

HOW DO I TRACK MY ORDER?

Once your order has been shipped, you will receive an email with your tracking information.
Alternatively, you can visit our Order Tracking Page and enter your order number or tracking ID to see the latest updates.
HOW LONG WILL IT TAKE FOR MY ORDER TO ARRIVE?

Each piece is prepared with care upon order.
Our process ensures that every garment meets our artistic standards before it reaches you:

  • Processing Time: Standard processing time for orders is 2–3 business days to be reviewed, quality-checked, and dispatched. Orders placed after 10:00 AM (EET) may be processed the following business day.
  • Shipping Time: The estimated delivery window depends on your location and will be specifically calculated and displayed at Checkout once you enter your shipping details.

Please note: Processing and shipping times may increase during specific collection launches, holidays, and peak seasons.
DO YOU OFFER INTERNATIONAL SHIPPING?

Yes, we ship to most countries worldwide.
Shipping rates and delivery times vary depending on the destination.
CAN I CHANGE MY SHIPPING ADDRESS AFTER I PLACE MY ORDER?

To ensure fast delivery, we cannot change the shipping address or method once an order is placed.
Please double-check your shipping information before submitting your order.
WILL I HAVE TO PAY CUSTOMS DUTIES OR IMPORT TAXES?

For orders within the European Union, no customs duties apply.

For international orders the following applies:

  • Prepaid Duties: In most cases, depending on the shipping method selected at checkout, you will not have to pay any additional fees upon delivery, as duties and taxes are often included in your shipping cost.
  • Standard Shipping: If not included in your selected shipping method, import duties and taxes are determined by your local customs office. Please note that additional charges may apply upon arrival in your country, depending on local regulations and the total value of your order.

Please review the details of your chosen shipping method during checkout to see if duties are covered. TWELVE GODS aims to provide the most seamless delivery experience possible for our international collectors.

RETURNS & REFUNDS

CAN I RETURN OR EXCHANGE AN ITEM?

Yes, we accept returns within 14 days of delivery.
To be eligible, items must be in their original, unworn, and unwashed condition with all tags attached.

Key Points:

  • Exchanges: We do not offer direct exchanges. To get a different size or color, please return your item for a refund and place a new order.
  • Return Shipping: Customers are responsible for the cost of return shipping.
  • How to start: Email us at help@twelve-gods.com with your order number to receive return authorization.

For our full terms and detailed instructions, please visit our Refund Policy.
HOW DO I INITIATE A RETURN?

To start a return process, please follow these steps:

• Email Us: Contact our support team at help@twelve-gods.com with your order number and the reason for the return.

• Approval: Once your request is reviewed, you will receive a return authorization and the correct return address.

• Dispatch: Pack the item securely in its original packaging and ship it via a trackable shipping service.

PRODUCT & CARE

WHAT IS THE MATERIAL OF YOUR PRODUCTS?

Quality is at the core of everything we create. All our garments are crafted from 100% premium cotton, ensuring a soft feel, high breathability, and long-lasting durability.

We choose pure cotton to provide the perfect canvas for our "Wearable Art" and the most comfortable fit for our collectors.
For specific details on fabric weight or weave, please refer to the description on each Product Page.
HOW DO I FIND THE RIGHT SIZE?

Our garments feature amodern streetwear fit.
To ensure the perfect fit, please refer to the specificSize Guidefound on each product page.
HOW SHOULD I WASH MY WEARABLE ART?

To preserve the high-definition print and the premium fabric of your collection, we recommend following the specific instructions found on eachProduct Page.