Frequently Asked Questions
Got questions? We've got answers. Here's everything you need to know about shipping, returns, drops, and more — and if you don't see what you're looking for, just reach out.
General Questions
Where are you based?
We're based in a small home office in American Fork, Utah. We're a small team, but we have big opinions about clothes.
Do you have a storefront?
Not yet — we're online-only for now. A physical space is on the wish list, and you'll be the first to know if that changes.
Do you do in-person markets or pop-ups?
Once or twice a year. Keep an eye on our Instagram — we typically announce pop-ups there first.
How do I get in touch?
Email us at hello@twelveofheartsboutique.com — we're a small team, so please allow up to 48 hours to hear back, though we're usually quicker than that.
Shipping
Where do you ship?
Right now we only ship within the US.
How long does processing/shipping take?
We process orders within 3 business days, then it's off to the carrier!
How much does shipping cost?
Shipping is calculated at checkout based on your order. Spend $100+ and shipping is on us.
Returns and Exchanges
What's your return policy?
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. All approved returns are issued as store credit only.
Read our full return policy for more information.
How do I start a return?
Log in to your customer portal, find your order, and follow the prompts. See our full return policy for more information.
Email us at hello@twelveofheartsboutique.com if you need additional help.
Do you offer exchanges for a different size?
We do not currently offer exchanges. The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
What if my item arrives damaged or defective?
Though we inspect each item thoroughly before shipping, we understand we might miss something! If something arrives damaged, let us know within 5 days via email at hello@twelveofheartsboutique.com. But don't wash or wear it, we want to see it as-is. After this period, Twelve Of Hearts cannot be held responsible for any damage.
Ordering & Payments
What payment methods do you accept?
Shop Pay (which covers most major credit cards) and PayPal.
Can I cancel or change my order after placing it?
Please double-check your shipping address before checking out — orders can begin processing right after checkout, so there's often very little time to catch a change. Once an order has started processing, we usually can't make changes or take responsibility for it going to the wrong address. If you need to make a change, email us right away and we'll do what we can, but we can't guarantee it'll be caught in time.
Do you offer gift cards?
Not yet, but it's on the list.
Drops & Restocks
When do you release new pieces?
Four times a year, once per season, kept small and intentional. No weekly "new arrivals" tab here.
Will sold-out items come back?
For now, no — once it's gone, it's gone, which is kind of the point of a curated drop.
How can I find out about new drops first?
Get on our mailing list. We announce drops there before anywhere else (Instagram included).