FAQ's

Customer Support

What payments types Do you accept?

Shopping is easy with us.  For online purchases we accept all major credit cards including Visa, Mastercard, Amex as well as Afterpay

Do you refund?

We dont’t refund sorry so please choose carefully.  We will however exchange within 10 days of your purchase with a proof of purchase or email receipt. 

Contact Us?

You can contact us 7 days a week on 03 9421 2293 or email info@twelveboardstore.com.au.  You can also hit us up on Facebook

How do i find Twelve Board Store?

We are located just outside the Melbourne CBD in Richmond at 435A Bridge Rd at the HERE at the corner of Bridge Rd & Gardner St

When is Twelve Board Store open?

Twelve is open 7 days a week and 24 hours a day online or instore Monday to Sunday.  Check our open times HERE

Price Match Policy

A question we get all the time is do you price match?  Of course we do.  We always do our best to make sure we have the best products for you but the best price as well. Check our policy HERE

Shipping

How Much Is Shipping?

We ship free Australia Wide on orders over $50.  Under $50 their is a flat $8 charge

Do you ship internationally?

Yes we do.  The freight charge to get it to you will calculate at the checkout.  Keep in mind sometimes we have restrictions for shipping on things like Electric Boards

How Long Does Shipping Take?

Orders are picked and packed and booked for shipping on the same day.  Shipping times vary but have a look HERE for more details

What if my order has not arrived?

That would suck.  Check your email or mobile for tracking updates first then contact us HERE so we can get it sorted

Christmas delivery info

Christmas time is a super busy time for everybody.  Allow and extra couple of days in the lead up to December 25th

Can I just pickup my order in your store?

If you just want it right away we have a Click & Collect service where you can drop in and pick it up instore

Orders

Is it safe shopping with Twelve?

Yes it is.  We use the latest in online security so you and any info we collect is always safe.  Your security and privacy is always a priority.  You can check our privacy policy HERE

Can I cancel an order?

Now why would you want to do that?  As long as your order has not been shipped we can cancel your order no problem.  And either refund you or swap you to something else.

What if I order the wrong size?

It happens.  You need to be stoked so if something does not fit you can swap it for the right size.  If the size is not available you can swap for something else or a credit note

Can I add something to my order?

Either contact us via email or phone 03 9421 2293 and we can organize it for you or simply place another order and we will just bundle them up. 

How do i pay for my order?

We offer lots of options including Visa, Amex, Mastercard, PayPal, Apple Pay and AfterPay.  Instore we also have Eftpos facilities and an easy Layby option

i received my stuff but it isn't what i ordered?

Whoops!  This never happens but if it does give us a call or email and lets get this sorted out free of charge of course.

Payments

When will you charge me?

As soon as you place an order and confirm payment during checkout you will be charged

How I use promo codes?

During checkout you will see a space for promo codes,  Just enter the code exactly as seen and boom done

Can I use gift vouchers online?

Yes you can use our gift vouchers instore and online.

What payment types do you accept?

We offer lots of options including Visa, Amex, Mastercard, PayPal, Apple Pay and AfterPay.  Instore we also have Eftpos facilities and an easy Layby option

Do i need an account to buy something?

No you don't.  Having an account can get you special offers and discount codes but you can checkout as a guest

Warranty & Returns

I changed my mind canI get a refund?

Please choose carefully.  We do not refund sorry, however we will gladly exchange or credit you within 10 days of your purchase.  More details HERE

What about Christmas returns?

You can exchange your Christmas items up to 14 days after December 25th.  The items have to have original tags and your proof of purchase.

How do I go about returning something?

In the chance you need to get something back to us we have some really easy steps that you need to follow.  Click HERE for more

I got the wrong size can I return it?

It happens.  You need to be stoked so if something does not fit you can swap it for the right size.  If the size is not available you can swap for something else or a credit note

I think my item is faulty or damaged?

That sucks.  Click HERE and lets get this taken care of.  We will need to in most cases get the items back to have assessed by the manufacturer