Refund policy
The returns policy shall apply to all of our customers that have made orders through our website, email or social media channels such as Facebook, Instagram or Whatsapp. We have a 14 day return policy for defective or damaged products only, which means you have 14 days after receiving your item to request and make a return.
To be eligible for a return, your item must be:
1. Unused and in the same condition that you received it in the original packaging, or otherwise in a condition enabling us to sell the product as new.
2. Shipped to us within 14 days following the date of receipt of your product.
Damages and issues
Please inspect your order upon receipt and contact us immediately on hello@october13.ae if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right. Please include an image of the product as well as the order number.
Exclusions
We do not accept returns on the following products:
1. Any customised orders, engraved jewellery or customised sizing done at your request
2. Earrings that require a piercing (due to hygiene reasons)
3. Any product personalised for you in any other way
Returns Procedure
To complete your return according to our policy, we require you to send us an email on hello@october13.ae to obtain all applicable instructions and a return label.
Products returned under this policy should be shipped with DHL requiring signature for delivery at the address supplied in the return authorisation email.
We offer complimentary returns for local orders. Kindly note that we can only refund you through the original payment method which you chose when making your order.
Adjustments
For local orders, we offer complimentary sizing adjustments.
Refunds
We will notify you via email once we have received your returned item as detailed in our Returns Policy. A refund will then be processed and credited within 30 days, via your original payment method.
You can always contact us for any other return questions at hello@october13.ae