FAQ
FREQUENTLY ASKED QUESTIONS:
How do I contact the TWLV Team?
For Customer Service: care@wetwlv.com
For Wholesale Inquiries: buyer@wetwlv.com
Does TWLV have a physical store?
TWLV does not have a physical store at the moment, but stay tuned for pop-up locations coming soon. Keep an eye on our social media for updates!
What payment methods does TWLV accept?
We accept,ApplePay, Visa, MasterCard, and American Express, and Tabby.
Is Cash on Delivery available?
Currently, we do not offer a Cash on Delivery option. We accept secure online payments through credit/debit cards and other digital payment methods for a seamless shopping experience. Stay tuned for any future updates!
Do I need an account to place an order?
No, you can checkout as a guest. However, we recommend creating an account for a faster checkout, order tracking, and exclusive offers.
Can I change or cancel my TWLV order once it’s been placed?
If your order hasn’t been dispatched, we will do our best to change or cancel it. Please contact us as soon as possible to update us on care@wetwlv.com.
What if I lose my TWLV account password?
TWLV accounts do not require passwords, by using your email to sign in we will send you a verification code to use.
Can I track my TWLV order?
You will receive your tracking number by email or sms from quiqup once your order has been dispatched.
Does TWLV offer international shipping?
Not yet, but we're working on it! Stay tuned for updates as we expand our shipping options in the future.
Do you offer same-day delivery outside Dubai?
Not at the moment, but our team is working on expanding this service. Stay tuned for updates!
Does TWLV offer free shipping?
Yes! Delivery is free on all UAE orders over AED 500.
Missed your delivery?
We make two delivery attempts to ensure you receive your order. If you’ve missed them or need to reschedule, simply contact our customer care team via WhatsApp on +971505003047, or email with your order number and preferred delivery time.
I have received a wrong or damaged item.
In the unlikely event, kindly contact us at care@wetwlv.com or Whatsapp +971505003047. Please make sure to include your order number, damaged or wrong item number. Our team will look into it and get back to you in 1-2 days.
Do I need to pay duties and taxes?
No, TWLV covers all duties and taxes.
Can I collect my TWLV order instead?
Unfortunately, we do not offer order pick up services at the moment.
An item I want is out of stock, when will it become available again?
Product availability is determined by the brand’s stock, so we’re unable to guarantee when an item will be restocked on our website. To stay updated, add the item to your wishlist and subscribe to our newsletter for restock alerts. You can also browse the ‘New’ section every week to discover the latest arrivals.
How do I return or refund a TWLV item?
Please find information on our returns in the refund policy page.
Can I exchange an item instead of returning It?
Currently, we only offer returns, and you can place a new order for your desired item. However, our team is working on making exchanges a seamless process—stay tuned for updates!
Can I get a refund if it's been more than 15 days?
Unfortunately returns and refunds for eligible items are accepted within 15 days of receiving your order.
Why is my payment declined?
This may happen for a few reasons, like the CVV number not matching your card, the card number is wrong, or that your card has insufficient funds. In these cases, you will see an instant message on your order review screen. If the error persists, please contact your bank to see if there's an issue with your card.
Why is my order delayed?
Several factors, such as high order volumes, weather conditions, or courier delays, can impact delivery times. While we strive to deliver within the time frame specified at checkout, occasional delays may occur. Rest assured, we're doing our best to get your order to you as soon as possible. For updates, feel free to contact our customer care team.
My question is unanswered.
We are sorry to hear that. Please contact us for any inquiries, questions or complaints you may have at care@wetwlv.com or via Whatsapp on +971505003047.