Orders
Why haven't I received my order confirmation yet?
You will receive confirmation automatically by email after placing the order. Check the spam section.
If the confirmation has not arrived within 24 hours, please contact customer service at cs@distretto12.com.
What do i do if i receive a wrong item in the order?
If you want, you can return the item for free. Contact us at cs@distretto12.com to receive further information.
What do I do if something is missing from my order?
Contact customer service as soon as possible at cs@distretto12.com. Reporting order number and missing item.
What should I do if my order is damaged?
If the package on delivery appears damaged, take a picture before opening it. In the event that the item is damaged, send a photo of the product and packaging to cs@distretto12.com.
By returning the damaged product you will get a free replacement. Tell us if you are making a return.
How do I make a claim on an item?
In case you would like to proceed with the claim for an item, please contact customer service at cs@distretto12.com. Attaching photos of the defective item, with a brief description of the damage.
Returns and Exchanges
Can I return my order?
You have the option to return the order by making use of the right of return in the original open packaging within 14 days of the arrival of the package.
Returns are free in the EU only for the SS_'024 collection.
Returns are not available for the D12 Revolution wear collection.
The tags must still be attached to the dress at the time of return. We currently do not make replacements, unless the goods are faulty or the wrong items have been delivered. If you need another size or style you will need to place another order.
Can I try the item before returning it?
Items tested to verify the size are not considered worn. We may refuse the return if the item is damaged or for hygienic reasons.
How do I return my order?
1. Download here the returns form.
2. Fill out the form with a brief description of the product, date of order, date of receipt of the order and your personal information.
3. Enter the product information of each item you return.
- If the items you return are part of a multi-purchase offer, the additional items must be returned as well. In the event that the additional items are not returned, their value will be deducted from the credit.
4.Once you have completed the form, pack your item (s) in sturdy packaging. Insert the delivery note and the return form in the package.
5. Send the package to Distretto12 - Via S. Leonardo da Porto Maurizio, 37/1-37/2, 59100 Prato PO. Use the return label included (if present) or a courier of your choice. For more information, consult our support page or contact us at cs@distretto12.com.
When will I be able to view the refund on my account?
We will process your refund request as soon as we have received your package. You will receive your refund within 14 days of processing the return.
When will i get my change?
Your replacement item will arrive within 2-5 days of processing the return.
Why haven't I heard from you since I made the return?
If you do not receive communications within 14 days, please contact our customer service here cs@distretto12.com. Make sure you've checked your spam folder. If you have a tracking number, please contact the courier before contacting us.
When contacting us please also include:
- The item you are returning
- The order number
- A reference number (for a courier or service withdraw).
Gift cards and Products
How can I redeem a discount code or an e-gift card?
As soon as the order is placed, you can use an e-gift card to pay for an item, or get a discount if you have a discount code. Enter the e-gift card or discount code before making a payment.
Check that the e-gift card or discount code is applied to the order. Keep in mind that it is not possible to use a discount code on a discounted item, unless specified.
The e-gift cards purchased on Distretto12.com cannot be redeemed in any other online store. It is not possible to convert the e-gift card into cash, neither in whole nor in part and it is not refundable. The e-gift card can be used in multiple transactions until the amount is exhausted.
How do I find out more information about a product?
All products have a dedicated page with a description of the item, its composition and a photographic overview. If you have specific questions, contact us at cs@distretto12.com.
