Read carefully about our return and exchange policies below. Please note for any return and exchange procedures, a proof of purchase must be provided in order to proceed, as we often donate our bags to events, shows and non-profit organizations.
- For all returns, merchandise purchased from our website only may be returned for a full refund within 30 days of the date of your purchase.
- For all exchanges, merchandise may be exchanged within 30 days of the date of your purchase with free ground shipping.
- All initial shipping costs and handling fees are non-refundable, unless reason for exchange or return is due to damaged or wrong item shipped.
- Returned or exchanged merchandise must be in its original condition. All products must be unused with all packaging, hang tags and separate parts (changing pad, attachable shoulder strap, etc.).
- Please keep in mind, "Gently used" products are not eligible for return or exchange.
- There are no returns for International orders or Final Sale items.
- Any 'Gift with Purchase (GWP)' items included with your merchandise MUST be included in your return for a full refund.
- To return your merchandise, please email firstname.lastname@example.org with your purchase order number and reason for return.
- Upon your request, Customer service will send a Return Authorization Number with return instructions.
- When our returns department receives the package, you will be notified by email and a refund will be issued within 5 - 7 days.
- For items over $100.00, a flat restocking fee of $10 will be charged for returns. For items under $100.00, a flat restocking fee of $5.00 will be charged for returns.
- To exchange your merchandise, please email email@example.com with your purchase order number, reason for exchange and which item you would like to exchange to.
- Upon your exchange request, we will send detailed instructions of the exchange procedure.
- All returned products for an exchange must be in new condition with all the packaging and hang tags included.
- We will send you a printable return shipping label. Please print the label, affix it on the package, and drop it off at your nearest UPS location. If we do not receive the return package within 14 business days of receiving the printable shipping label, you will be charged for the new shipped item.
- Once we receive the returned product(s) and inspect to see if it's in sell-able condition, we will send out the exchange immediately.
- All exchanges are free of charge.
Returns/Exchanges from a Gift:
- For any TWELVElittle products received as gifts, we need a proof of purchase for any exchanges to a different product or color. Please ask the person who purchased the gift to send you the receipt.
- An exchange is only possible when the product returned is unused with all packaging parts attached, and in sellable condition.
- Any TWELVElittle products received as gifts are not eligible for returns. Only the person who purchased the gift may proceed to return.