Refund policy

WHAT HAPPENS IF I WANT TO MAKE A RETURN?

At Project Thirteen we understand that sometimes purchases are not always perfect. If you are eligible for a return, we will fully refund your order. Returns must be requested within 5 business days of receiving your item and returned to us within 14 days. We are unable to process a return beyond 5 days of receipt. Once we receive your return, please allow 2-3 business days for processing.

We do not offer refunds for a change of mind. We also do not offer refunds to customers who refuse to pay import duties and taxes.

If you require an exchange or replacement size, you will need to place a new order. However, due to the fast turnover of stock, we cannot guarantee that your preferred size/style will be available. 

Please note, that we only issue refunds if the item is deemed faulty. 

For incorrect sizes or change-of-mind returns, you will receive store credit.  

Returns are not accepted on sale or promotional items. 


TERMS AND CONDITIONS 

  • Items must be in original condition, with all tags still attached and in the original packaging. Please be careful when trying on garments, as we do not accept items with makeup marks, stains, or the smell of perfume or body odour.

  • Items must not have been worn, washed, or altered in any way. Project Thirteen reserves the right to deny any items that are not returned in their original condition, without tags, or that have an odour or stains. Items that don't meet such criteria will be returned to the customer at their expense 

  • Return costs are at your expense; we do not offer free returns. If the item does not reach us safely, we will not be able to process your return. We recommend using a postal service with tracking such as AusPost or DHL to avoid any issues.



WHAT HAPPENS IF I WANT TO EXCHANGE AN ITEM FOR A DIFFERENT STYLE OR SIZE?

Exchanges requested online are only processed upon receipt of returned merchandise and are based on stock availability at that time. Due to the fast turnover of stock, we cannot guarantee that your preferred size/style will be available upon the item's return, nor can we reserve or set aside stock. Exchanges are shipped back to you free of charge.



WHAT HAPPENS IF I RECEIVE A FAULTY ITEM? 

If you have received a faulty item, please get in contact with our customer service team using the following email: info@project-thirteen.com.au. Please ensure the necessary supporting images are included so we can determine the next course of action. All items will be assessed upon return and deemed faulty by Project Thirteen. Faulty items do not include those that have already been worn. 

 

 

WHAT HAPPENS IF I REFUSE TO ACCEPT THE SHIPMENT OR DON'T CLAIM MY ORDER?

If your shipment is refused or unclaimed and returned to us, you will be refunded minus the shipping costs and a 20% restocking fee.

 


CAN I CANCEL AN ORDER I’VE PLACED OR CHANGE ITS RELEVANT SHIPPING INFORMATION?

No cancellations or changes can be made once an order has been placed. Unfortunately, once your order has been processed and dispatched, we are unable to change your selected address or change anything about the order. However, if it has not been dispatched, we are able to make select changes to the delivery address and what you have ordered. 



WHAT IS THE COST OF RETURNING AN ITEM?

The return shipping cost is to be covered by the customer. This cost will not be reimbursed by us.



HOW CAN I ORGANISE A RETURN?

If you meet the above requirements, please email info@project-thirteen.com.au within 14 days of receiving your order. We will not be liable for any items returned to a location other than the one provided.



WHAT ARE THE RETURNS AND EXCHANGE TIMELINES?

We strive to process your returns/exchanges as quickly as possible. Please allow 2-3 business days for your returned/exchanged item to be processed, and for us to email you with a credit note. All credit notes will be sent via email, so please double-check your email address.