Frequently Asked Questions
Orders & Shipping
How long does it take to receive my order?
Orders are typically processed within 2–5 business days. Once shipped, delivery times vary by location but generally range from 5–10 business days for standard shipping. Expedited options are available at checkout.
Do you ship internationally?
Yes, we ship worldwide. International orders may be subject to customs fees and duties, which are the responsibility of the customer.
How do I track my order?
Once your order ships, you'll receive a confirmation email with a tracking number. You can use it to monitor your delivery status at any time.
Returns & Refunds
What is your return policy for clothing?
At BRAND THIRTEEN, we want you to feel confident about every purchase. If for any reason you are not satisfied with your order, you may request a return within 7 days of purchase for merchandise credit. To be eligible for a return, all items must be unworn, unwashed and in it's original condition, and include all original tags. Please note that Last Chance/ sale items items are final sale and cannot be exchanged or returned for a refund. All returns must include the Return Merchandise Authorization (RMA) number issued by email after your return request has been approved. Returns sent without an approved RMA number may not be accepted. We strongly recommend using a trackable shipping service when returning your items, as BRAND THIRTEEN is not responsible for returns lost in transit.
How do I start a return?
Email us at returns@brandthirteen.com with your order number and reason for return. We'll respond within 1–2 business days with next steps.
When will I receive my refund?
Once your return is received and inspected, refunds are processed within 5–7 business days via a store credit.
E-Books
How do I access my e-book after purchase?
E-books are delivered digitally. After completing your purchase, you'll receive a download link via email. Downloads are available immediately.
Can I get a refund on an e-book?
All e-book purchases are considered final once the download is complete. Due to the digital nature of e-books, we do not offer returns, refunds, or exchanges for e-books that have been downloaded. If you experience issues accessing or downloading your e-book, please contact our customer support team for assistance. We are committed to resolving technical problems to ensure you receive your purchased content.
We recommend that customers carefully review the e-book description, sample pages, and compatibility information before making a purchase to ensure the product meets their needs. Please note that once an e-book has been downloaded to your device, it cannot be returned or exchanged for a different title, regardless of the reason. This policy is in place to protect the integrity of digital content and prevent unauthorized distribution.
If you believe you have purchased an e-book in error and have not downloaded the file, please reach out to our customer support team immediately. In rare cases where technical errors prevent access to the e-book, our support team will work with you to resolve the issue or provide a replacement copy. Your satisfaction is important to us, and we strive to assist with any legitimate concerns regarding your digital purchase.
What format are the e-books available in?
Our e-books are available in PDF format, compatible with all major devices including phones, tablets, and computers.
Sizing & Products
How do I find the right size?
Our pieces are designed to fit true to size. . If you're between sizes, we recommend sizing up for a relaxed fit or sizing down for a more fitted look.
General
How do I contact Brand Thirteen?
You can reach us at info@brandthirteen.com. We respond to all inquiries within 1–2 business days, Monday through Friday.
Do you offer discounts or promotions?
Yes! Sign up for our newsletter to be the first to know about new arrivals, exclusive offers, and limited drops.
