How do I make a return?

Please pack your unused merchandise securely and include a copy of your invoice or packing slip inside the box.

To begin your return:

• Visit our Return Portal to initiate the process and generate a prepaid shipping label.
• For U.S. returns, use UPS. For international returns, use DHL.
• Attach the return label to your package and drop it off at the appropriate shipping carrier.

Be sure to save the tracking number for your records.

Once your return is received and processed, you will be notified via email. Please allow 2–3 weeks from the delivery date for your refund to be issued to the original form of payment.

For full details, please visit our Shipping & Return Policy.

Can I return sale merchandise?

No. Items marked final sale are not eligible for return or exchange.

How can I make a domestic (U.S.) exchange?

To exchange a product within the U.S., please visit our Return Portal and follow the steps to initiate a return.
During the process, you’ll have the option to select a product exchange.

How can I make an International exchange?

We do not currently offer direct international exchanges.

To exchange an item:

• Follow the international return process via the Return Portal.
• Place a new order for the item you’d like instead.
• Your refund will be processed within 2–3 weeks after the return has been delivered and received.

I do not have a return ship label, what do I do?

Please visit our Return Portal to generate a new prepaid return shipping label. If you need further assistance, please contact CS@R13.com.

Has my return been delivered and when will I receive my refund?

Please use the tracking number from your return label to monitor delivery.
Once we’ve received and processed your return at our warehouse, please allow 2–3 weeks for your refund to appear on your original form of payment.

How do I exchange an item that is damaged/ defective when it arrives?

If you received a damaged or defective item, please email cs@r13.com with your order number and photos. We’ll help arrange an exchange or issue a resolution as quickly as possible.

How do I change/edit my shipping information?

To change/edit your information please contact an R13 customer service representative at CS@R13.com.

Do you ship to PO boxes?

R13 does not deliver to P.O. boxes.

How do I know my order has shipped?

You will receive a tracking number when your package leaves our warehouse which will allow you to follow your package.

When do I need to place an order by to get next day shipping?

Please place you order before 1pm EST to ensure next day shipping.

How do I edit my order information?

Please contact R13 customer care at CS@R13.com with your name, order number and revised information.

How do I know my order was confirmed?

Once your order is received you will receive and order confirmation email. If you do not receive this email, please email CS@R13.com.

How do I cancel my order?

Please contact R13 customer care at CS@R13.com with your name, order number. We will issue you a refund when we confirm cancellation. Once an order is shipped, we cannot cancel the order.

Do you price match?

Yes, we price match items case by case. Please contact \R13 customer care at CS@R13.com with proof of competitor’s price to make adjustment.

Can I get a price adjustment?

R13 is happy to offer a one-time price adjustment on full-price items purchased within seven days of the item being placed on sale. All approved sale price adjustments will be credited to the cardholder in the original form of payment within 10 business days. Please contact R13 customer care at CS@R13.com to receive price adjustment.