Orders & Payment
Find answers to your questions about orders and payments on Twelve South's Help Center page. Learn about payment methods, order changes, cancellations, and receipts.
How can I modify or cancel an order I made a mistake on?
At Twelve South, we pride ourselves on ultra-fast shipping, which means it is not possible to cancel or modify orders once they've been submitted. But don't worry —we can absolutely help you process a return! To get started, please click here to answ
What if the product I am searching for is discontinued or "retired to the vault"?
If the product you're looking for is marked as "retired to the vault," that means it's been officially discontinued by Twelve South. But don't worry — we're always working on fresh, exciting ideas! 🎉 Want to be the first to hear when something simil
How do I apply promo/discount codes?
To apply a promo or discount code, proceed to checkout and enter your code in the 'Discount code or gift card' field. Click 'Apply' to see your new total before finalizing your order. Only one code can be used per order.
Where do I get promo codes/discounts and product news?
Sign up for TwelveSouth's news and product updates to keep as up-to-date as possible on all we are releasing, and have access to exclusive discounts and deals!
My promo code isn’t working
Please first ensure that the promo code is not expired. If the promo code is not expired, simply send a screenshot of it along with a brief explanation of the situation to [email protected].
Forgot to add a promo code (but already purchased)
Uh oh! Unfortunately, we are unable to retroactively apply a promo code to an order. To receive your discount, you can return your order and re-order with the promo code.
How do Shop Pay installments work?
Shop Pay installments allow you to split your purchase into 4 equal payments, made every two weeks. To use this payment option, simply select Shop Pay at checkout and follow the prompts to set up your installment plan. You'll need to provide some bas
How do I purchase a gift card?
To purchase a Twelve South gift card, simply head to our website and select the dollar amount from the dropdown menu. Gift cards are electronic, and range from $25 to $300.
What if an item from my order is damaged or missing?
If an item from your order is damaged or missing, please reach out to [email protected] as soon as possible. We’ll work with you to resolve the issue by either sending a replacement or issuing a refund, depending on the situation. Be sure to pr
How do I update the billing information on my order?
Due to our fast processing times, we’re unable to update billing information once an order has been submitted. However, if you need to make changes, you can request to cancel the current order and place a new one with the correct billing details. To
Wholesale/Bulk/Custom Orders
Whether you're looking to outfit an entire office or give your team the gift of a workstation upgrade, you’ve come to the right place!. Please send your request directly to [email protected].
How do I use a gift card for my purchase?
To use a gift card on your purchase, simply enter the gift card code at checkout. On the payment page, there will be an option to apply a gift card or promo code—just type in the code, and the value will be applied to your order. If your gift card co