Delivery & Returns

Effortless Shopping, Reliable Delivery & Returns.

1. Delivery: UAE                                                         

 At TWLV, we are dedicated to providing a seamless and hassle-free shopping experience with fast, efficient, and reliable delivery across the UAE.

UAE: Delivery Timelines & Fees

  • Same-Day Delivery in Dubai: Available for orders placed before 5 PM.
  • Next Day delivery for Rest of UAE: Available for orders placed before 2PM.
  • Orders Below 500 AED: A flat delivery fee of 35 AED applies across the UAE, including Dubai.
  • Orders Above 500 AED: Enjoy free delivery across the UAE.

All orders placed after the respective cut off time will be processed the following day.

Please note that we currently only process orders with UAE delivery addresses. Orders placed outside working hours (9 AM - 5 PM) or on public holidays will be processed on the next working day. While we strive to meet estimated delivery timelines, occasional delays may occur during peak shopping periods, promotions, public holidays, rainy weather.

Delivery Process: UAE

To ensure a smooth and timely delivery, we kindly ask that you remain able to receive your order. Our couriers will contact you to schedule a delivery time, and up to two delivery attempts will be made before the order is canceled.

We appreciate your trust in TWLV and look forward to delivering your orders with excellence.

 

2. Delivery: KSA                                                       

At TWLV, we are dedicated to providing a seamless and hassle-free shopping experience with fast, efficient, and reliable delivery to KSA.

KSA: Delivery Timelines & Fees

  • 2-5 Days Delivery (DHL Express): Available for all orders.
  • TWLV does NOT cover customs and taxes, and should be paid by the client on delivery.
  • Orders Below 1000 AED: A flat shipping fee of 120AED applies across the KSA.
  • Orders Above 1000 AED: Enjoy free shipping to KSA (Excl. Customs and taxes)

All orders placed after the respective cut off time will be processed the following day.

DHL may reach out to request national ID Number and to settle taxes and customs.

Please note that all customs and duties are to be paid by the customer on delivery day. While we strive to meet estimated delivery timelines, occasional delays may occur during peak shopping periods, promotions, public holidays, rainy weather.

Delivery Process: KSA

To ensure a smooth and timely delivery, we kindly ask that you remain able to receive your order. Our couriers will contact you to schedule a delivery time, and up to two delivery attempts will be made before the order is canceled.

DHL may contact you for all customs and duties payment.

We appreciate your trust in TWLV and look forward to delivering your orders with excellence.

2. Return: UAE & KSA

We offer a hassle-free, complimentary return policy for UAE orders allowing you to return your purchased items within 15 days of delivery for any reason. To qualify for a refund, returned items (including any promotional gifts) must be received within 15 days of order receipt, adhering to the following conditions:

  • Items must be unused, unaltered, and in resalable condition (as received). Footwear must remain pristine and undamaged.
  • Items must be returned in their original packaging, including brand tags, labels, dust bags, and authenticity cards (where applicable). Swimwear must retain its hygiene liner.
  • Returns must be accompanied by the original order confirmation.
  • Please note: Earrings are non-returnable.

Refund Policy: UAE & KSA

Once your return is inspected and approved, we will issue a refund for the item’s full value (excluding original shipping fees and any cash-handling charges, where applicable). Refunds will be processed as follows:

  • Store Credit: If you choose store credit, the refund amount will be added to your TWLV account with no expiration, allowing you to use it for future purchases. In this case, the refund will not appear on your bank statement.
  • For Credit Card Payments: your bank will process the refund within 5 to 14 working days

How to Return an Item:

To arrange a return, you can:

  • Contact us via email at care@wetwlv.com or Whatsapp on +971 50 5003047.
  • Initiate a return request by logging into your account under the Order History section.

 

Returning Damaged or Incorrect Items:

If you receive a damaged item or an incorrect order, please follow the return process above. Items must be returned in their original condition within 15 days of receipt for a full refund, including shipping fees, taxes, and duties (if applicable). If stock allows, we may offer replacements. For manufacturing defects, the item may be covered by a warranty—please contact us for assistance.

Shoes:

To be eligible for return, shoes must be unworn and in perfect condition. Shoes should be tried on a carpeted surface to prevent marks. Any signs of wear, scuffing, or damage to the shoes or packaging will result in the return being declined.

Non-Returnable Items:

For hygiene and safety reasons, the following items cannot be returned:

  • Beauty and grooming products (including skincare, fragrances, makeup, and haircare).
  • Underwear, face masks, and earrings.

Packaging Guidelines:

Please ensure that product packaging remains intact, as damage (e.g., crushed shoe boxes) may impact your refund eligibility.

Return Monitoring:

To maintain a fair return policy, we reserve the right to track return patterns and decline orders from customers with excessive returns. However, this does not affect your legal consumer rights under UAE law.

For any additional questions regarding delivery and return, please reach out to us at care@wetwlv.com or via WhatsApp at: +971 50 5003047.