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RETURNS + EXCHANGES

WHAT IS OUR RETURNS POLICY?
If you would like to return or exchange your web purchase, please make sure you request meets the following requirements:
  • You must request an exchange or return within 7 days of receiving our order.  
  • The item(s) must be in original condition with the original packaging and all tags attached. Please note any garments that appear to have been worn, washed, or altered in any way will be refused. Please take care when trying on garments, as we cannot accept garments that have makeup stains and/or garments that smell of perfume 
  • Jewelry and lingerie cannot be returned or exchanged, they are final sale.
  • Gift cards cannot be returned, they are final sale.
HOW DO I ORGANIZE A RETURN?
If you've met the above requirements, you may submit a Return Request by emailing hello@no13.com. Once your return request has been authorized we will contact you via email and supply you with a Returns Authorization (RA) Number, the return address details and a Returns Form, which should be included inside your return package. 

Please wait to receive all required returns information before sending any return packages. Our office is closed over the weekend so if you submit a return request on the weekend we will reply on Monday..
 

ARE RETURNS FREE?
The shipping cost of returning item/s to No.13 for an exchange or refund are not covered or reimbursed by us. However, if you request an exchange, we will arrange to send the new item out to you.You may use the delivery service of your choice, however, we suggest that you insure your package for the full value of the merchandise and request “Return Signature Required” as we cannot be responsible for packages that we do not receive. 

HOW LONG WILL IT TAKE TO PROCESS MY REFUND?
Once we receive your return, please allow 3-5 business days for your return to be processed at our warehouse. We’ll send you an email when our team has processed your refund. PayPal and Credit Card refunds can take up to 10 business days to clear back into your account. Your refund can only be credited back to the original form of payment.

HOW LONG WILL IT TAKE TO PROCESS MY EXCHANGE?
Once we receive your return, please allow 3-5 business days for your return to be processed at our warehouse. We’ll send you an email once our team has shipped your exchange so you know it’s on the way.