Have questions ?
They might be answered in our FAQ.
We tried to cover just about everything you need to know.
You can also email us at: firstname.lastname@example.org
or fill in our contact form:
Vous avez des questions?
Vous pouvez aussi nous envoyer un mail:
ou via notre formulaire de contact:
how do i place my order ?
There are two ways to buy products from Shop 12.: On our website or from our dedicated sales call centre on (+33) (0)685065323.
Do your prices include VAT?
Yes, we're based in Europe, so our site shows all prices inclusive of VAT.
What happens if I'm not in when you deliver?
Most of our products are dispatched by our nominated carrier and will usually require a valid signature as proof of delivery (POD). If you are not in when your goods arrive by courier, a card will be put through your door giving details of the attempted delivery as well as contact details for the courier company. You will need to contact them to arrange another delivery time. If this fails, the goods will be returned to Shop 12. Please try and provide us with an address where there will be someone available to sign for the delivery, for example we can deliver to your place of work if that makes things easier for you.
When is payment charged to my credit or debit card?
Your card will be charged at the point of purchase, when you checkout.
How long will it take for me to get my order? Are your delivery dates guaranteed?
For standard items We aim to deliver your jewellery within 3-5 working days, although this occasionally takes longer during busy periods. Unfortunately, delivery dates cannot be guaranteed.
For Creation items we aim to have your order with you within up to 25 working days; however with the nature of any type of custom creation, things can sometimes unfortunately take a little longer, so with this in mind we will always aim to keep you updated if this is the case.
If you have not received your jewellery within up to 25 working days please contact our customer services team at or our number is (+33) (0)685065323 and we are available from 10am to 20pm, Monday to Friday.
What should I do if I receive damaged or incomplete goods?
Please contact our customer services centre : email@example.com. You will be entitled to a replacement (if stock is available), exchange or a full refund including the cost of postage.
As per normal we will ask you to return it by post. While we will cover this cost, we will not be held responsible for meeting the cost of return by any other method or any loss in transit that may occur.
Can I track my order progress?
Yes, just provide us with an email address at the point of order. We can then send you an order confirmation when all orders you have placed in any one day have been processed. We will also send you a despatch confirmation once your orders have left our warehouse. This will provide you with a parcel number linked to our nominated courier's website allowing you to track your order.
How do I obtain a refund for returned goods?
We provide refunds as per our terms and conditions. Please see our Returns Policy for further details.
I am new to internet shopping and would like some help, what should I do?
Just go to our friendly Chat with us! customer services part we will be happy to help you or email us at