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FAQ's

ORDERS

How do I edit my order information?

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

Do you price match?

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

Can I get a price adjustment?

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. All approved sale price adjustments will be credited to the cardholder in the original form of payment within 10 business days. Please contact an R13 customer service representative at CS@R13.com to receive price adjustment.

 

RETURNS

How do I make a return?

Please pack your unused merchandise securely and ensure that a copy of your invoice is included in the box. Please affix the included pre-paid return label (valid for you U.S. orders only) on your package and drop it off at any local UPS location. Be sure to note the tracking number for your records. 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. For further instructions, please see our Return Policies.

How do I make an International return?

We use an international sales partner and fulfillment provider, 'Global-E', to handle orders outside the united states. For all returns outside the United States, please visit Global-E's Return Portal

Can I return sale merchandise?

Yes, you are welcome to return any item not marked final sale you have purchased from our website.

How can I make an exchange? Will you hold the item I am exchanging for?

For an exchange of a product, please follow the return guidelines and place a new order online. Your refund will be processed within 2-3 weeks after the return shipping date and your account will be charged once the exchanged item has been shipped. Please note, we do not hold the item you are exchanging for.

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

Please visit our Return Center to create a free return shipping label. If you have any additional questions or concerns please contact CS@R13.com.

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

When you drop off your package to be returned please take note of the tracking number for your records. Once the order has been received and processed at our warehouse please, allow 2-3 weeks for your return to be processed and a refund issued to your original form of payment.

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

For an exchange of a product that is damaged, please email CS@R13.com.

Do I need to go to the Return Center to return my order?

No, if you have the original return shipping label sent inside your order- you are not required to use our online Return Center. Please use our regular return process.

 

SHIPPING

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.

 

INTERNATIONAL ORDERS

Can I place an international order?

Yes, we use an international sales partner and fulfillment provider 'Global-E', to handle orders outside the United States. Global-E will process your payment and may process your delivery. Please see Global-E's terms and conditions of sale and privacy policy.

What payment methods do you accept? 

International Checkout is offers a secure payment portal for Visa Card, MasterCard, Discover Card, American Express, JCB Card, Diner's Club Card, PayPal and Bank Transfer. Visa Card, MasterCard, and JCB Card payments will be processed in your local currency.

Do you accept returns or exchanges for international orders?

We use an international sales partner and fulfillment provider, 'Global-E', to handle orders outside the united states. For all returns outside the United States, please visit Global-E's Return Portal