Shipping policy
Shipping Times
Please note all times below are estimates and are subject to delays.
Australia
- Standard Tracking Shipping: 4–6 Business Days
- Express Tracking Shipping: 2–4 Business Days
International
- Standard Tracking Shipping: 14–21 Business Days
- Express Tracking Shipping: 5–9 Business Days
Terms
We aim to dispatch all orders within 24–48 hours, Monday to Friday, from our warehouse in Melbourne, Australia. Please allow an additional 24 hours for dispatch during new release periods.
If your order is late, or you're having an issue with your tracking, please raise a support ticket on our Contact Us page and we'll open an enquiry with our delivery partner. Please note, delivery times are estimates and may vary.
To ensure safe delivery, customers are responsible for providing a safe and secure address where parcels can be delivered without risk of theft or damage. Once an order is marked as delivered by the carrier, the delivery is considered complete.
If your order was marked as delivered but cannot be located, please follow these steps:
- Check all areas around your property, such as the letterbox, any hidden spots, neighbours, or building management.
- Confirm with household members or neighbours that they didn't collect the parcel on your behalf.
- Contact the courier directly — they can often provide photos of the delivery to help locate the parcel.
- Lodge a report with Australia Post.
- Email us with your order number and investigation details, and we'll assist where possible on a case-by-case basis.
Please note: PROJECT THIRTEEN is not liable for parcels stolen after delivery has been marked as complete to the address provided by the customer.
If your order cannot be delivered due to unforeseen circumstances, it will be returned to us at the courier's discretion. Once your order has been returned, we'll be in touch — customers are responsible for any additional shipping charges for redelivery.
Once your order has been processed and dispatched, we're unable to change your selected address or any part of the order. If it hasn't been dispatched yet, we may be able to make select changes — please get in touch via our Contact Us page as soon as possible.
Duties & Taxes
Any import duties or taxes incurred are the customer's sole responsibility. These charges are enforced by your local government and are in no way connected to or controlled by PROJECT THIRTEEN — we don't receive any of the funds paid towards them. Import taxes vary depending on your location; you can get a quick estimate using this Simply Duty Calculator (just type in "clothing" as the product).
How Can I Track My Order?
An email containing your order details and tracking information will be sent to the email address provided once your order has been processed and dispatched.
