Returns/Shipping/Refunds
Refunds
Please note: All sales are final, we do not issue refunds.
If you wish to return the item for credit at equal value of your purchase, provide us with a tracking number once you’ve shipped the item(s). Once we’ve received the returned item, we’ll be happy to create a credit code that you can use in the future on an item of your choice. All returned items must be in new unworn condition with tags still attached. Returned items received in any other condition will be sent back at your expense unless otherwise agreed upon.
Package Returned To Original Sender
If your package was returned to us, Please contact us at tolvstudios@gmail.com
Possible reasons of return:
- Incorrect Address
- Two or more delivery attempts with no success
- Vacancy
Please note: All return-to-sender packages receive credit at an equal value of the purchase.
If the tracking states that a delivery attempt was made to the address you provided at checkout, we do not re-send packages.
For your next purchase, we kindly ask that you double-check the address you've entered at checkout.
Order Was Delivered, But I have Not Received it.
If your package states that it has been delivered and you have not yet received it, Please work directly with the carrier for help locating the package or file a lost package claim.
Once your lost package claim has been approved you can email us to receive a replacement or store credit.
My Package Came in Without a Return Label
Please be advised, we do not issue return labels. You can choose the carrier of your choice to make a return or exchange. Keep in mind, you will be responsible for shipping costs and any damages or loss.
Cancel return
Once a return request has been processed, unfortunately it is not possible to cancel.
Cancel My Order
All sales are final, we do not issue refunds.
Once an order has been confirmed or shipped, it cannot be modified/canceled.
Lost/Missing Packages
Tolv Studios is not responsible for any lost or stolen packages. If the tracking states that the package has been successfully shipped/delivered to the address you’ve provided at checkout, we are not responsible if the package is stolen/missing. For all lost packages please work directly with the carriers to file a lost package claim first before reaching out to us.
Clothes Adjustments
We do not perform any adjustments to current and prior item(s)
International Orders
We ship worldwide!
Please note, all international orders are shipped Delivered Duties Unpaid (DDU). This means that you, the customer, are responsible for paying your local country's import duties at time of delivery. Placing an order to an international destination serves as confirmation that you understand your responsibility to pay these fees. Unfortunately, we are unable to calculate these fees at time of purchase.
When Will My Order Arrive?
Please allow 5-10 business days for processing and verification, and an additional 3-7 business days for delivery. Orders may take longer due to unforeseen circumstances. You will receive an order confirmation email once your order has been successfully placed and additional emails once your order has been shipped and delivered.
Can I Make An Exchange?
If you wish to swap an item you've purchased for a different size or you received an item that is incorrect, damaged or mislabeled you may exchange it within 7 days of the product being delivered. Returned items must be in new unworn condition with tags still attached. Returned items received in any other condition will be sent back at your expense unless otherwise agreed upon.
Items on Sale
We do not process returns or exchanges on products that are on sale.
I Ordered The Wrong item, Can You Change My Order Before It Ships?
Once an order has been confirmed, it cannot be modified/canceled.
I Placed An Order But I Have Not Received Any Email Confirmation?
If you have not received an email after 1 hour of placing your order, please check your junk mail folder. If you think you entered an incorrect email, please contact us at tolvstudios@gmail.com with your order number and last name and we will resend your confirmation email.
Why Does My Order Need Extra Verification?
For your protection, our checkout system verifies credit card billing and address information. This information must exactly match the information on file with your credit card company in order to process. As part of this verification, we may notify you via email, usually within 48 business hours to validate your order. We ask that you respond promptly so your order will not be canceled. Please remember these and other payment verification procedures may delay the processing of your order.
When Are New Products Added To The Site?
Most of our products do not have set release dates. Please make sure to sign up for the newsletter or follow us on instagram @tolvstudios to receive alerts each time we add new products.
Do You Restock Your Inventory?
On occasions we will restock some of our products. Please make sure to sign up for the Tolv newsletter or follow us on instagram @tolvstudios to receive alerts each time we restock an item.
I Added A Product To My Cart But Now It Says Sold Out?
All products on our site are sold on a first come, first serve basis. While you were in the process of checking out, another customer may have completed the purchase of the last available item.
Can I Contact You Directly With Questions?
You can reach out to us directly at tolvstudios@gmail.com with any questions regarding your order. Average response time is 1-3 business days.