Customer Care

ON-LINE PURCHASE INFORMATION FOR R13

REVISED AS OF: APRIL 14, 2022.

THIS ON-LINE PURCHASE INFORMATION GOVERNS PURCHASES MADE ONLY THROUGH THIS WEB SITE.

PRODUCT AVAILABILITY

ALL PRODUCTS ARE SUBJECT TO AVAILABILITY. WHILE WE MAKE EVERY EFFORT TO ONLY DISPLAY ITEMS THAT ARE CURRENTLY IN STOCK AND AVAILABLE TO SHIP, THERE MAY BE INSTANCES FROM TIME TO TIME WHERE WE RUN OUT OF STOCK IN AN ITEM. ONCE AN ORDER IS PLACED, YOU WILL RECEIVE AN EMAIL CONFIRMATION. PLEASE NOTE, HOWEVER, THAT THIS EMAIL CONFIRMATION DOES NOT GUARANTEE THE AVAILABILITY OF THE PRODUCTS YOU SELECTED FOR PURCHASE. UPON YOUR ORDER BEING APPROVED AND PROCESSED FOR SHIPMENT YOU WILL RECEIVE A SECOND EMAIL CONTAINING THE DETAILS OF YOUR ORDER AND A TRACKING NUMBER.

AS NECESSARY, WE RESERVE THE RIGHT TO LIMIT THE QUANTITY OF PRODUCTS WE SUPPLY; SUPPLY ONLY PART OF AN ORDER OR TO DIVIDE UP ORDERS. WE ALSO RESERVE THE RIGHT TO ALTER THE TERMS OR DURATION OF ANY SPECIAL OFFERS OR SALE PROMOTION. IF WE ARE UNABLE TO FILL YOUR ORDER WE WILL ATTEMPT TO CONTACT YOU AND IF WE ARE UNABLE TO CONTACT YOU, WE WILL TREAT THE ORDER AS CANCELLED. EACH CLIENT MAY MAKE ON-LINE PURCHASES OF UP TO TEN ITEMS PER STYLE. IF YOU WOULD LIKE TO PURCHASE ADDITIONAL QUANTITIES, PLEASE CONTACT A R13 SALES REPRESENTATIVE AT CS@R13.COM. 

PRICING AND PAYMENT OPTIONS

WHILE WE TRY TO ENSURE THAT ALL PRICES ON OUR WEB SITE ARE ACCURATE, ERRORS MAY OCCUR. IF WE DISCOVER AN ERROR IN THE PRICE OF THE MERCHANDISE YOU HAVE ORDERED, WE WILL GIVE YOU THE OPTION OF RECONFIRMING YOUR ORDER AT THE CORRECT PRICE OR CANCELING IT. IF WE ARE UNABLE TO CONTACT YOU, WE WILL TREAT THE ORDER AS CANCELLED.

PURCHASES AND SHIPPING ARE CHARGED IN THE NOMINATED CURRENCY OF THE SHIPPING DESTINATION. R13 ACCEPTS AMERICAN EXPRESS, MASTERCARD, VISA, R13 DIGITAL GIFT CARDS, KLARNA AND PAYPAL FOR ON-LINE PURCHASES. 

DIGITAL GIFT CARD POLICY

DIGITAL GIFT CARDS ARE REDEEMABLE TOWARDS THE PURCHASE OF ELIGIBLE GOODS AND SERVICES ONLINE AT R13DENIM.COM IN THE UNITED STATES AND ITS TERRITORIES. ELIGIBLE GOODS AND SERVICES, AND AFFILIATED PROPERTIES, ARE SUBJECT TO CHANGE IN OUR SOLE DISCRETION.

SALES TAX MAY BE APPLICABLE ON PRODUCTS PURCHASED WITH A R13 DIGITAL GIFT CARD DEPENDING ON THE DELIVERY DESTINATION OF YOUR ORDER.

DIGITAL GIFT CARDS ARE NON TRANSFERABLE AND CANNOT BE RETURNED; RESOLD; CANCELLED; USED TO PURCHASE OTHER GIFT CARDS; USED FOR UNAUTHORIZED ADVERTISING, MARKETING, SWEEPSTAKES, PROMOTIONAL, OR COMMERCIAL PURPOSES; REDEEMED FOR MORE THAN FACE VALUE; TRANSFERRED FOR VALUE; OR REDEEMED FOR CASH OR RETURNED FOR A CASH REFUND (EXCEPT TO THE EXTENT REQUIRED BY LAW).

GIFT CARDS MAY NOT BE APPLIED TOWARD THE PURCHASE OF GOODS OR SERVICES AT ANY R13-AFFILIATED PROPERTY OUTSIDE OF THE UNITED STATES. GIFT CARDS ARE NOT ACCEPTED FOR INTERNATIONAL ORDERS PLACED WITH GLOBAL-E.

IF THE TOTAL AMOUNT OF YOUR ORDER IS LESS THAN THE VALUE OF THE GIFT CARD, THE REMAINING BALANCE WILL REMAIN ON YOUR DIGITAL GIFT CARD AND CAN BE REDEEMED AGAINST SUBSEQUENT ORDERS. TO CHECK YOUR DIGITAL GIFT BALANCE PLEASE CONTACT US AT 1.844.634.3055 OR EMAIL CS@R13.COM.

IF THE TOTAL AMOUNT OF YOUR ORDER IS MORE THAN THE VALUE OF THE GIFT CARD, THE REMAINING BALANCE MUST BE PAID WITH ANOTHER PAYMENT METHOD.

IF YOU RETURN PRODUCTS PURCHASED IN WHOLE OR IN PART WITH A DIGITAL GIFT CARD, YOUR REFUND WILL BE CREDITED BY A DIGITAL GIFT CARD.

DIGITAL GIFT CARDS DO NOT EXPIRE, AND THERE ARE NO FEES ASSOCIATED WITH ANY DIGITAL GIFT CARDS.

R13 IS NOT RESPONSIBLE IF A DIGITAL GIFT CARD IS LOST, STOLEN, DESTROYED OR USED WITHOUT YOUR PERMISSION. R13 IS NOT RESPONSIBLE FOR, AND ASSUMES NO LIABILITY TO YOU FOR ANY UNLAWFUL CONDUCT OR FRAUD BY ANY THIRD PARTY ASSOCIATED WITH ANY DIGITAL GIFT CARD.

PRICE ADJUSTMENT POLICY

R13 DENIM IS HAPPY TO OFFER A ONE-TIME PRICE ADJUSTMENT ON FULL-PRICE ITEMS PURCHASED WITHIN SEVEN DAYS OF THE ITEM BEING PLACED ON SALE. PLEASE BE AWARE THAT THE EXACT STYLE, SIZE AND COLOR MUST BE AVAILABLE FOR PURCHASE AT THE TIME OF REQUEST. ALL APPROVED SALE PRICE ADJUSTMENTS WILL BE CREDITED TO THE CARDHOLDER IN THE ORIGINAL FORM OF PAYMENT WITHIN TEN BUSINESS DAYS.

WE ARE UNABLE TO OFFER A PRICE ADJUSTMENT ON ITEMS ORIGINALLY PURCHASED IN A SALE OR ON ANY SPECIAL PROMOTION ITEMS THAT ARE TEMPORARILY REDUCED IN PRICE. ONCE AN ITEM HAS BEEN PURCHASED AT A DISCOUNTED SALE PRICE, NO PRICE ADJUSTMENT WILL BE OFFERED SHOULD THE ITEM BE FURTHER MARKED-DOWN.

WE DO NOT PRICE MATCH ITEMS PLACED ON SALE WITH ANOTHER RETAILER OR ONLINE STORE.

SALES TAX

R13 DENIM CHARGES STATE, LOCAL AND COUNTY TAXES ON ON-LINE TRANSACTIONS, AS REQUIRED BY APPLICABLE LAWS. PLEASE NOTE THAT YOUR ON-SCREEN TRANSACTION TOTAL REFLECTS ESTIMATED TAX. THE ACTUAL SALES TAX WILL BE CALCULATED WHEN YOUR ORDER IS SHIPPED AND MAY VARY FROM THE ESTIMATED TAX.

SHIPPING AND DELIVERY

ALL DOMESTIC ORDERS ARE SHIPPED VIA UPS.

FOR SECURITY REASONS, R13 ON-LINE PURCHASES OVER $500.00 REQUIRE A SIGNATURE UPON DELIVERY. IN ADDITION, PURCHASES MAY NOT BE SHIPPED TO P.O. BOXES OR APO/FPO ADDRESSES, WHICH ARE NOT AVAILABLE THROUGH UPS.

TO ESTIMATE THE TOTAL DELIVERY TIME FOR YOUR PURCHASE, PLEASE ALLOW ONE TO TWO BUSINESS DAYS TO PROCESS YOUR ORDER FOR SHIPMENT, IN ADDITION TO THE TIME INDICATED BY YOUR PREFERRED SHIPPING METHOD (I.E. NEXT DAY, SECOND-DAY, GROUND). ORDERS ARE PROCESSED AND DELIVERED MONDAY THROUGH FRIDAY, EXCLUDING HOLIDAYS. R13 CANNOT BE RESPONSIBLE FOR UNANTICIPATED DELAYS.

DOMESTIC SHIPPING METHODS AND FEES

GROUND FREE*

NEXT DAY $35.00

SECOND-DAY $25.00

*R13 OFFERS FREE UPS GROUND SHIPPING ON ALL ORDERS SHIPPED WITHIN THE 48 CONTIGUOUS STATES.

CUSTOMERS WHO PURCHASE AN EXPEDITED SHIPPING OPTION BEFORE 1:00 PM EST ON A BUSINESS DAY, WILL HAVE THEIR ORDER SHIPPED THAT SAME DAY. EXPEDITED ORDERS PLACED AFTER 1:00 PM EST WILL BE SHIPPED THE FOLLOWING BUSINESS DAY.

TRACKING

A SHIPPING CONFIRMATION IS EMAILED TO YOU AS SOON AS YOUR PURCHASE HAS BEEN SHIPPED. WE PROVIDE TRACKING NUMBERS CONTAINED WITHIN THE SHIPMENT NOTIFICATION EMAIL WHEN YOUR ORDER LEAVES OUR DISTRIBUTION CENTER, AND MAINTAIN A TRACKING NUMBER FOR EACH DELIVERY. IF YOU HAVE QUESTIONS ABOUT THE DELIVERY OF YOUR PURCHASE, PLEASE CONTACT CUSTOMER CARE VIA EMAIL AT: CS@R13.COM

RETURN & EXCHANGE POLICY FOR ON-LINE PURCHASES

R13 WANTS TO ENSURE YOUR COMPLETE SATISFACTION. FOR R13 ONLINE PURCHASES ONLY, WE WILL ACCEPT ALL MERCHANDISE IN ITS ORIGINAL CONDITION FOR A REFUND OF THE PURCHASE PRICE WHEN ACCOMPANIED BY THE ORIGINAL INVOICE. 

DOMESTIC ORDERS
R13 OFFERS FREE RETURN AND EXCHANGES FOR ALL FULL-PRICED MERCHANDISE WITHIN 30 DAYS FROM THE DATE OF DELIVERY. MERCHANDISE MUST BE RETURNED WITH THEIR ORIGINAL PACKAGING AND FOOTWEAR MUST BE TRIED ON CARPETED SURFACES ONLY. MERCHANDISE MUST BE UNUSED, UNWORN AND IN AN UNALTERED CONDITION. ALL ORIGINAL TICKETS MUST BE ATTACHED AND A COPY OF YOUR INVOICE MUST BE ENCLOSED WITH YOUR RETURN.

INTERNATIONAL ORDERS
R13 OFFERS RETURN FOR ALL FULL-PRICED MERCHANDISE WITHIN 30 DAYS FROM THE DATE OF DELIVERY. MERCHANDISE MUST BE RETURNED WITH THEIR ORIGINAL PACKAGING AND FOOTWEAR MUST BE TRIED ON CARPETED SURFACES ONLY. MERCHANDISE MUST BE UNUSED, UNWORN AND IN AN UNALTERED CONDITION. ALL ORIGINAL TICKETS MUST BE ATTACHED AND A COPY OF YOUR INVOICE MUST BE ENCLOSED WITH YOUR RETURN. 

FOR AN EXCHANGE OF A PRODUCT, PLEASE FOLLOW THE RETURN GUIDELINES TO RETURN YOUR UNWANTED ITEM AND PLACE A NEW ORDER ONLINE. YOUR REFUND WILL BE PROCESSED WITHIN 2-3 WEEKS AFTER THE RETURN SHIPPING DATE.

RETURNS ARE PROCESSED WITHIN 10 BUSINESS DAYS UPON DELIVERY AND REFUNDS CAN BE EXPECTED 5-7 BUSINESS DAYS AFTER PROCESSING.

ALL GIFT CARD PURCHASES ARE FINAL SALE.

FACE MASKS: IN THE INTEREST OF HYGIENE, FACE MASKS AND FACE COVERINGS ARE CONSIDERED FINAL SALE AND CANNOT BE RETURNED OR EXCHANGED.

UNDERWEAR: ALL UNDERWEAR SALES ARE FINAL SALE AND CANNOT BE RETURNED OR EXCHANGED. 

PLEASE NOTE: FINAL SALE ITEMS ARE NOT ELIGIBLE FOR RETURNS OR EXCHANGES.

R13 RESERVES THE RIGHT TO REFUSE THE RETURN OF ANY MERCHANDISE THAT DOES NOT MEET THE ABOVE CRITERIA. IN SUCH INSTANCES, R13 WILL SEND THE PRODUCT(S) BACK AT THE CUSTOMER’S EXPENSE.

  • REFUNDS WILL ONLY BE ISSUED IN THE SAME FORM AS PAYMENT AND SHIPPING COSTS ARE NON-REFUNDABLE.

RETURN BY MAIL

PACK YOUR UNUSED MERCHANDISE SECURELY AND ENSURE THAT A COPY OF YOUR INVOICE IS INCLUDED IN THE BOX.

WE HAVE GONE DIGITAL FOR GENERATING ONLINE RETURNS. FOR DOMESTIC ORDERS, CLICK HERE TO GENERATE A UPS SHIPPING LABEL. ALL DOMESTIC RETURNS ARE ₹‌595.00 AND WILL BE DEDUCTED FROM YOUR REFUND. FOR ALL INTERNATIONAL ORDERS, CLICK HERE TO GENERATE A DHL LABEL. 

ONCE WE HAVE RECEIVED AND PROCESSED YOUR RETURN YOU WILL BE NOTIFIED BY EMAIL. PLEASE ALLOW 2-3 WEEKS FROM THE SHIPPING DATE FOR YOUR REFUND. 

INTERNATIONAL ORDERS

R13 IS PLEASED TO NOW OFFER SHIPPING WORLDWIDE.

TO CHECK THE STATUS OF YOUR ORDER OR TRACK YOUR PACKAGE, PLEASE USE THE BELOW LINK.

https://web.global-e.com/Order/Track

CHANGES/CANCELLATIONS

IF YOU WISH TO CANCEL OR MODIFY YOUR ORDER, PLEASE SEND AN EMAIL AS SOON AS POSSIBLE TO CS@R13.COM. WE WILL MAKE EVERY EFFORT TO ACCOMMODATE YOUR REQUEST, HOWEVER, ONCE AN ORDER HAS BEEN PROCESSED FOR SHIPMENT WE ARE UNABLE TO MODIFY OR CANCEL THE ORDER FOR ANY REASON. IN THIS CASE, PLEASE REFER TO OUR RETURN POLICY AND RETURN YOUR PURCHASE ONCE YOU HAVE RECEIVED IT. IF YOU WOULD LIKE TO PURCHASE A DIFFERENT PRODUCT, PLEASE VISIT OUR WEB SITE OR CONTACT R13 DENIM CUSTOMER CARE.

DAMAGES/REPAIRS

ALL ITEMS ARE QUALITY CONTROLLED AND CHECKED FOR FAULTS BEFORE THEY ARE SHIPPED TO CUSTOMERS. SHOULD YOU RECEIVE AN ITEM THAT IS NOT IN PERFECT CONDITION PLEASE CONTACT CUSTOMER SERVICE IMMEDIATELY WITH A PHOTO OF THE DAMAGE AND A COPY OF YOUR RECIPT.

FOR ALL OTHER REPAIR/DAMAGE REQUESTS PLEASE CONTACT CS@R13.COM. PLEASE NOTE THAT WE CAN ONLY REPAIR ITEMS PURCHASED FROM THIS WEB SITE. FOR ITEMS PURCHASED THROUGH OUR AUTHORIZED RETAILERS, PLEASE CONTACT THE RETAILER DIRECTLY FOR THEIR SPECIFIC POLICY.

CONTACT US

FOR ADDITIONAL ASSISTANCE CONCERNING OUR ON-LINE STORE OR YOUR ON-LINE PURCHASE, PLEASE CONTACT US VIA EMAIL AT CS@R13.COM OR CALL US AT +1.844.634.3055.  MONDAY – FRIDAY, 10:00 AM – 5:30 PM EST