Last updated: April 2026
1. Our Commitment
At TwelveMuse, every piece is designed with care. If something isn’t quite right, we’re here to make it right.
2. Return Eligibility
You may return an item within 14 calendar days from the date of delivery, provided that:
- The item is unworn, unwashed, and in its original condition
- All original tags are still attached
- The item is returned in its original packaging (or equivalent protective packaging)
- The item is not marked as final sale or otherwise excluded (see Section 6)
Returns that do not meet these conditions will not be accepted and will be sent back to you.
3. How to Initiate a Return
To start a return, please contact us at info@twelvemuse.com within 14 days of receiving your order. Include:
- Your order number
- The item(s) you wish to return
- The reason for the return (e.g., wrong size, change of mind, defective item)
We will respond within 2 business days with return instructions and the return address.
Do not send items back without contacting us first — unrequested returns cannot be guaranteed to be processed.
4. Return Shipping
- If you are returning an item due to a defect, damage, or our error, return shipping costs are covered by TwelveMuse.
- For returns due to change of mind or sizing, the cost of return shipping is borne by the customer.
We recommend using a tracked shipping service. TwelveMuse is not responsible for items lost in transit during a return.
5. Refunds
Once we receive and inspect your returned item, we will notify you by email. If the return is approved:
- A full refund of the item price will be issued to your original payment method within 7–10 business days.
- Original shipping costs are non-refundable, unless the return is due to a defect or our error.
Please note that the time for the refund to appear in your account may vary depending on your bank or payment provider.
6. Exchanges
We currently offer exchanges for a different size of the same item, subject to availability. If you would like to exchange, please indicate this when you contact us. Exchanges are processed once the original item has been received and inspected.
7. Non-Returnable Items
The following items cannot be returned or exchanged:
- Items marked as Final Sale or Non-Returnable at the time of purchase
- Swimwear and underwear items, for hygiene reasons
- Items that have been worn, washed, altered, or damaged after delivery
8. Defective or Incorrect Items
If you receive an item that is defective, damaged, or not what you ordered, please contact us at info@twelvemuse.com within 48 hours of delivery with a photo of the issue. We will resolve this promptly at no cost to you — either with a replacement, a full refund, or a store credit, at your preference.
9. EU Consumer Rights
As a consumer based in the European Union, you are entitled to a statutory right of withdrawal of 14 days from the date of receipt of goods, in accordance with Directive 2011/83/EU as transposed into Greek law. This right applies to distance purchases made online. To exercise this right formally, you may use the standard withdrawal form or simply send us a clear written statement to info@twelvemuse.com.
10. Contact
For any questions about returns or refunds: 📧 info@twelvemuse.com 🌐 twelvemuse.com
We aim to respond to all inquiries within 2 business days.