Frequently Asked Questions

Payments

HOW CAN I PAY FOR MY ORDER?

We like to make it as easy as possible for you to complete an order with us. To pay for you order we offer the following options: ​ Credit card You can pay with MasterCard, VISA or American Express. PayPal Simply create an account on the PayPal site, link your bank account or credit card and pay with your PayPal Account in a few clicks. ​ Twelve Senses Gift Card You can use your Twelve Senses Gift Card with your purchases on TwelveSenses.com.au. Remaining amounts can be settled with another payment method. ​ Laybuys Laybuys can still be made manually. Please email us at admin@twelvesenses.com.au with the items you would like to purchase and we will set up Laybuy for you. The terms are a minimum spend of $200, minimum 20% deposit received within 24hrs, 6 week payment term. Products will be shipped when full payment is received. ​ If you wish to pay with Alipay, WeChat Pay or other payment solutions, please email us at admin@twelvesenses.com.au ​ All amounts on the website include 10% GST.



IS YOUR SITE SAFE AND SECURE?

Great question. Our checkout page uses SSL, which ensures that all of your browsing and shopping data remains private.



WHAT SHOULD I DO IF MY PAYMENT DOESN’T WORK?

We’re sorry for the trouble! First, make sure that your shipping and billing details are correct. If that doesn’t work, try contacting your bank about the payment. If you’re still having an issue, drop us a message and we’ll do our best to help!



WHERE DO I ENTER MY DISCOUNT CODE?

During the first stage of checkout, beneath your order summary, click 'add a promo code'. Enter your code and click ‘apply,’ then watch the magic happen. Only one discount code can be used per order.



CAN I USE A DISCOUNT CODE ON A SALE ITEM?

Discount codes apply to most of our products, with the exception of products currently on sale. Our sale items already have a larger discount than most of the codes ever available, which means you are getting the best possible deal on them!



Shipping

HOW LONG WILL IT TAKE FOR MY ORDER TO ARRIVE?

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HOW MUCH DOES SHIPPING COST?

Australia Standard Delivery
Orders above $150: Shipping is on us! You’re welcome!
Orders below $150: $9.95 one-off shipping fee Express shipping costs are $19.95 per order. For International shipping costs please click here.



CAN I TRACK MY ORDER IN THE MAIL?

Absolutely! We know you are excited to follow the journey of your new goodies every step of the way.
We’ll always send a tracking number via email as soon as your order is on its way. With this number you can track your order at Australia Post. You can also send us a quick message and we'll be happy to track it for you.



CAN I HAVE MY ORDER SHIPPED AS A GIFT?

We love that you are choosing our beautiful products as a gift for a special person in your life. All our orders are shipped without an invoice. If you want the gifts to be wrapped in paper,

This way, you can have your gift sent directly to the lucky person you’ve chosen for your surprise!



WHERE IN THE WORLD DO YOU SHIP TO?

We are excited to deliver our products worldwide as we ship from Australia to almost any country. We deliver with our partner Australia Post. All international packages are carefully handed over to the local post office for final delivery. Kindly note: We do not ship to PO Boxes, APO or FPO addresses at this time.



DO YOU OFFER EXPRESS DELIVERY?

We are always working on ways to get your order to you faster.
For deliveries in Australia we offer our Express Shipping option (2-3 business days, excl. weekends).



WILL I HAVE TO PAY FOR INTERNATIONAL TAXES AND DUTIES?

Twelve Senses cannot control these costs and is not responsible for any duties/taxes applied to your package, so you will be responsible for paying additional charges if they apply. In rare cases you might be contacted by customs to submit an invoice. In this case, you can simply forward our order confirmation email which you’ve received when placing your order. If you should decide to decline a package you will be refunded minus a fee for returning the item to us and restocking it.



WHEN WILL YOU SHIP MY ORDER?

All orders ship Monday – Friday, excluding weekends and national holidays.



Returns

CAN I RETURN MY ORDER?

Yes! If you’re not 100% satisfied, we want to make things right.



HOW DO I RETURN MY ORDER?

Just send us an email within 30 days from the day you receive your parcel saying you’d like a refund. Then, we’ll send you a step-by-step instructions for returning (part of) your order.



WHEN WILL I RECEIVE MY REFUND?

As soon as we receive your returned item(s), we will initiate a refund of the purchase price of your items (excl. the shipping fee in case you paid for shipping).