Customer Care

 

ONLINE PURCHASE INFORMATION FOR R13

REVISED AS OF: January 4, 2023.

The following policies apply only to purchases made on this 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 occasionally be instances where we run out of stock after an order is placed. Once an order is placed, you will receive an email confirmation; however, such confirmation does not necessarily guarantee the availability of products selected for purchase. Once availability is confirmed and your order is processed for shipment, expect to receive a second email containing the details of the order and a tracking number.

When necessary, we reserve the right to limit the quantity of our products, supply only part of an order, or divide up orders. We also reserve the right to alter the terms and duration of any special offers or sale promotion. If any issues arise with your order that prevent it from being shipped, we will attempt to contact you. Please note that we must cancel said order if attempts at contact fail. For security reasons, we do not permit a single customer to purchase more than ten items of the same style. If you wish to make such a purchase, please reach out to an R13 service representative at CS@R13.com.

PRICING AND PAYMENT OPTIONS

While we try to ensure that all prices on our website are accurate, errors can occur. If we discover any error in the price of any merchandise, we will give you the option of reconfirming your order at the correct price or cancelling it. If attempts to contact you fail, we will unfortunately be forced to treat the order as cancelled.

Purchases and shipping are charged in the nominated currency of the shipping destination. R13 accepts the following payment methods at this time: American Express, Mastercard, VISA, R13 digital gift cards, Klarna and Paypal for online purchases. 

DIGITAL GIFT CARD POLICY

Digital gift cards may be redeemed for the purchase of eligible goods and services at R13.com in the United States and its territories. Eligible goods and services are subject to change at our discretion.

Sales tax may be applicable on products purchased with an R13 digital gift card, depending on the delivery destination of your order.

Digital gift cards are non-transferable and may not 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 (exempting cases mandated 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 card are not accepted for international orders placed through Global-E or otherwise.

If the total amount of an order is less than the value present on the gift card, the remaining balance will remain on your digital gift card and may be applied to future orders. To check the balance on your digital gift card, please contact CS@R13.COM.

If the total price of an order exceeds the balance on the gift card, the outstanding payment must be fulfilled by other means.

Any returns purchased in whole or in part with a digital gift card will be credited via digital gift card.

Digital gift cards do not expire and incur no additional fees.

R13 is not responsible for the loss, theft, destruction or unauthorized use of a digital gift card. 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 is happy to offer a one-time price adjustment on full-price items purchased within seven days of said item being placed on sale. Please note 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.

All items originally purchased as part of a sale or that have been otherwise marked down by a special promotion are ineligible for price matching. Once an item has been purchased at a discounted sale price, no adjustments may be offered should the item be marked down further.

We are not able to match the price of items placed on sale by other retailers or online stores.

SALES TAX

R13 charges state, local and county taxes for online transactions, as required by applicable laws. Please note that your on-screen transaction total reflects an estimated tax value. The actual sales tax will be calculated upon your order's shipment and may vary slightly from the estimated tax.

SHIPPING AND DELIVERY

All domestic orders are shipped via UPS.

For security reasons, purchases exceeding $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 additional to the time indicated by your preferred shipping method (i.e. next day, second-day, ground, etc.). Orders are processed and delivered Monday through Friday, excluding holidays. R13 does not assume responsibility for unexpected 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 confirmation email will be delivered to you once your purchase has been shipped. Tracking numbers are provided via email upon your order leaving our distribution center. If you have questions about the status of your purchase, please contact customer care via email at CS@R13.COM.

RETURN & EXCHANGE POLICY FOR ON-LINE PURCHASES

R13 is committed to ensuring your complete satisfactions. For R13.com purchases alone, we will accept all merchandise in its original condition for a full refund of its purchase price when accompanied by the original invoice. The following exceptions apply:

  • All gift cards are ineligible for return.
  • For hygienic reasons, face masks, face coverings and underwear are all considered final sale and are ineligible for return or exchange.
  • All items that have been marked down during a sale are ineligible for return or exchange.
  • Any other item that otherwise specifies "Final Sale" on its product page, is ineligible for return or exchange.

DOMESTIC ORDERS
R13 offers free returns and exchanges for all full-priced merchandise within 30 days of the delivery date. Merchandise must be returned with their original packaging and footwear may only have been worn on carpeted surfaces. 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 free returns and exchanges for all full-priced merchandise within 30 days of the delivery date. Merchandise must be returned with their original packaging and footwear may only have been worn on carpeted surfaces. 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 the 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 returned shipping date.

Returns are processed within 10 business days of delivery and refunds can be expected 5-7 business days after processing.

 

R13 reserves the right to refuse the return of any merchandise that does not meet the above criteria. In such cases, R13 will send the product(s) back at the customer's expense.

  • Refunds will only be issues 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.

    All online returns are generated digitally. For domestic orders, click HERE to generate a UPS shipping label. For international orders, click HERE to generate a DHL label.

    Once a return has been processed, we will notify you by email. Please allow 2-3 weeks from the date of shipment for your refund.

    INTERNATIONAL ORDERS

    R13 is pleased to offer worldwide shipping.

    To check the status of an international order, please refer to the link below.

    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 no longer able to modify or cancel the return for any reason. In such cases, please refer to our return policy.

    DAMAGES/REPAIRS

    All items are quality controlled and checked for faults prior to shipment. Should you receive a damaged or otherwise imperfect item, please contact customer service immediately with a photo of the damage and a copy of your receipt.

    For all other repair or damage inquiries, please contact us at CS@R13.COM. Please note that we can only repair items purchased from this site. For items purchases at our authorized retailers, please contact said retailer directly and refer to their policies

    CONTACT US

    For additional assistance concerning our online store or your online purchase, please contact us at CS@R13.COM.

    Please allow up to two business days for a reply.

    Monday – Friday, 10:00 AM – 5:30 PM EST