Shipping & Return Policy

Last updated: September 3, 2026

Twelve Seven AG is based in Switzerland and ships to Switzerland, Liechtenstein, and countries across Europe.

Shipping

Orders are processed within 1–3 business days (Mon–Fri, excluding Swiss public holidays); busy periods may take slightly longer. Shipping costs are calculated and shown at checkout. Once your order ships, you'll receive a tracking number by email (allow 24–48 hours for tracking to update).

Estimated delivery from dispatch:

• Switzerland & Liechtenstein: 1–3 business days
• Germany, Austria, France, Italy: 3–7 business days
• Rest of Europe: 5–12 business days

Delivery times are estimates, not guarantees.

Customs & import VAT: Switzerland is not in the EU, so orders shipped outside Switzerland may incur import VAT, duties, and handling fees set by your local customs authority. These are not included in our prices and are the recipient's responsibility. If a package is refused due to unpaid fees, shipping and return costs are deducted from your refund.

Please double-check your address at checkout - we are not responsible for orders sent to an incorrectly entered address, and re-shipping undeliverable packages is at the customer's cost. If your order is significantly delayed or lost in transit, contact us and we'll resolve it with the carrier.

Returns & Refunds

You have 14 days after receiving your item to request a return. Items must be in the same condition you received them - unworn or unused, with tags, in original packaging - and you'll need the receipt or proof of purchase.

To start a return, contact us at ciao@twelveseven.com. If accepted, we'll send you a return shipping label and instructions, including the return address. Items sent back without first requesting a return will not be accepted. Returns from outside Switzerland must be marked "Returned goods - Swiss origin" on the customs declaration, per our instructions, to avoid Swiss import duties.

Damages and issues: Inspect your order on arrival and contact us immediately if an item is defective, damaged, or incorrect, so we can make it right.

Non-returnable items: perishable goods (food, flowers, plants), custom or personalized products, personal care goods (such as beauty products), hazardous materials, flammable liquids or gases, sale items, and gift cards. Get in touch if you're unsure about your item.

Exchanges: The fastest way to get what you want is to return your item and place a separate order for the new one once the return is accepted.

EU 14-day cooling-off period: Notwithstanding the above, orders shipped into the European Union may be cancelled or returned within 14 days for any reason, without justification, under the same condition requirements above.

Refunds: Once we receive and inspect your return, we'll notify you whether it's approved. Approved refunds go automatically to your original payment method within 10 business days; your bank may take additional time to post it. If more than 15 business days have passed since approval, contact us.

Contact

Twelve Seven AG · Seestrasse 15, 8702 Zollikon, Switzerland · ciao@twelveseven.com