Returns, Refunds and Exchanges
RETURNS
If you aren't happy with your purchase, returns and exchanges can be made within 14 days of the delivery date. All refunds will be refunded to the original form of payment.
If 14 days have gone by since your purchase, we cannot offer a refund or exchange.
Sadly, we cannot currently offer free returns. We can generate a return label for you but the cost of postage will be deducted from your refund. Alternatively, you can organise postage to us. We recommend using a service which is traceable (i.e. where a tracking number is provided) as 13 Under Pty Ltd cannot be liable for items which go missing in the post.
To be eligible for a return, your order must be unused, unworn, and in the same condition that it was received (this means all tags attached and in the correct packaging).
REFUNDS
Once your order is received, we will send you an email to notify you that we have received your item.
If your return is approved (i.e. it is unused, unworn and in the same condition as it was dispatched), your refund (less any original shipping costs) will be processed within 3-5 business days, and a credit will automatically be applied to your credit card or original method of payment.
Please allow a few days for the credit to show on your statement. If more than 7 days has passed, please contact us at hello@13under.com.au and we will investigate.
EXCHANGES
If you need to exchange an item, please include a note with your return package which includes:
- Your name.
- Your order number.
- Your email address.
- The reason for the return.
- Sizes being returned.
- Whether you would like a different size, different item or a refund.
- If you want a different item or different size, please specify which item and size you'd like.
All exchanges will be posted out to the original postal address provided.
As a small business, we cannot guarantee that we will have the item / size / colour you have requested. In this case, we will contact you about your order.
Once we receive your item, we will process the exchange and ship the new item you. You will receive an email with tracking information. Exchanges will not be allowed after 14 days from when your order is delivered.
FAULTY ITEMS
If you believe there is fault with the product you have purchased, please contact us at hello@13under.com.au within 5 days of the items arrival. Do not remove any tags otherwise we cannot guarantee a refund. Please provide as much evidence about the product fault as possible (photos are ideal for this).
OUR ADDRESS
If you are posting items back to us for return or exchange, our address is:
PO Box 783,
Willoughby,
2068, NSW, AUSTRALIA.