Returns and Refund Policy
Last updated: July 2026
At Spiral Twelve, every product is created especially for you once an order is placed.
Because many of our products are made to order, we encourage customers to review product details, sizing information, and shipping information carefully before completing their purchase.Our goal is to ensure every order arrives as expected. If something isn't right, we're here to help.
Damaged, Defective or Incorrect Items
If your order arrives damaged, defective, or you receive the wrong item, please contact us within 30 days of delivery.
To help us resolve the issue quickly, please include:
- Your order number
- A description of the issue
- Clear photographs showing the problem
Where appropriate, we will arrange a replacement or refund at no additional cost.
Change of Mind
As products are made to order, we generally cannot accept returns or exchanges for:
- Change of mind
- Ordering the wrong size
- Selecting the wrong colour
- Entering an incorrect shipping address
Please review your order carefully before completing your purchase.
Sizing
Each product page includes a detailed size guide with measurements to help you choose the most suitable fit before placing your order.
As our products are made to order, we are unable to offer exchanges or refunds for items ordered in the wrong size. We encourage all customers to compare the provided measurements with a favourite garment or their own measurements before completing their purchase.
Lost or Delayed Orders
If your order appears to be delayed or has not arrived within the expected delivery timeframe, please contact us.
We will work with our fulfilment and shipping partners to investigate the shipment and provide updates.
Order Changes and Cancellations
Because production begins soon after an order is placed, changes or cancellations may only be possible if production has not yet started.
If you need to modify an order, please contact us as soon as possible after placing your order.
While we'll do our best to assist, changes cannot be guaranteed once production has commenced.
Refunds
Where a refund is approved, it will be processed using your original payment method.
Please note that processing times may vary depending on your financial institution.
Australian Consumer Law
Nothing in this policy limits or excludes your rights under the Australian Consumer Law.
If a product has a major fault or fails to meet consumer guarantees, you may be entitled to a repair, replacement, or refund as provided by applicable law.
Contact Us
If you have any questions about your order or this Returns & Refunds Policy, please contact us through the Contact page on our website or by emailing: