FAQ

Established in 2005, twelveNYC is a global products and merchandise business with offices in London, New York and Hong Kong. In response to COVID-19 we are partnering with the British Beauty Council to ensure basic PPE is easily accessible, compliant and cost effective. We are supporting with a dedicated one-stop-shop for beauty industry professionals and anyone that wants to buy products that are 95% made in the UK. Neither the British Beauty Council or twelveNYC will profit from this service.

All products meet industry standards. Reports are available on request. 

Please note: all cardboard packaging is recyclable. 100ml, 250ml & 500ml Bottles are PET and recyclable.1 & 5 Litre Bottles are HDPE and recyclable.

 

Orders

Can I cancel/amend my order?

If immediate contact is made by 11:00, changes can be made before the item is packed and shipped. To confirm cancelations or amendments please contact us. 

What should I do if I receive an incorrect or faulty item? 

We're sorry to hear that you've received an incorrect or faulty item, please contact us.  

Please include the following information:

• Full name
• Product name & order number
• Attach a picture of the incorrect / faulty item

We will endeavour to get back to you in 24 hours.

I haven’t received my order conformation?

Once you have placed an order you will shortly receive a confirmation email. Your confirmation email may end up in your Junk/Spam folder. If you have not received your order confirmation email, please contact us.

Is it safe to order online? 

Yes, it is 100% safe to buy from our store.

 

Delivery 

Freight charges are based on weight. The price bands for carriage charges are as follows: 

 

Can I track my order?

Yes, we will be providing a tracking number.
Please note: tracking is only available once the order has been despatched. 

What do I do if I haven’t received my parcel?

Please ensure the applicable amount of days is allowed. In the case of non-delivery please contact us.

Delivery options – how long does delivery take? 

We are using a standard DPD service, allow approx. 48 hours from order to delivery.

Which countries do you ship to? 

We currently only ship to the UK, however special requests can be arranged. Please contact us.

 

Payments & returns

What payment methods do you offer?

We accept payments by all major debit and credit cards. 

Which items cannot be returned?

Unfortunately, none of our items can be returned.