Shipping & Return policy

CHRISTMAS 2024:

Please see below for updates on our recommended cut off times, shipping dates and return windows. If you have any questions, please contact us at sales@thirteensupply.co

Orders placed between November 15th 2024 and December 24th 2024 have an extended returns window up until Monday 13th January 2025 to allow for gifting.
Please note that delivery timeframes may take longer during December and busy periods (such as Black Friday).
Our recommended cut off for Tracked 24 orders is 12pm Friday 20th December 2024.
Our recommended cut off for Tracked 48 orders is 12pm Wednesday 18th December 2024.
Our recommended cut off for International Christmas orders is 12pm Monday 2nd December 2024 (GMT).
Please note that all of the above dates are recommended/used as a guide and we cannot guarantee Christmas delivery after these times. If any strikes or delays occur, we cannot be held responsible. We will do our very best to ensure very order is received in time.
The last date for order collections from our Middlesbrough studio will be Monday 23rd December between 10am and 2pm.
Orders placed between Monday 23rd December after 12pm and Friday 27th December 12pm, will be dispatched on the afternoon of Friday 27th December. All orders placed after 12pm on Friday 27th December will be dispatched on Friday 3rd January 2025 when normal service will resume.
We will be away from the studio during the following days (excluding the shipping dates mentioned above) - after 3pm on Monday 23rd December 2024 and Thursday 2nd January 2025. Emails, returns and exchanges may have a slightly longer response and/or processing time during these dates but will still be picked up as a priority.
Please still follow all other aspects of our returns policy for refunds and exchanges.
We appreciate all of your continued support throughout 2024 and we wish you a very happy and healthy 2025.

SHIPPING

We tend to process and dispatch all orders before 12pm each business day. However, as a minimum all orders are dispatched within 3-5 working days of purchase, unless stated otherwise.
Shipping times can vary due to the availability of stock.
Orders are not packed or dispatched on weekends or UK holidays. Any other dates impacted will be noted on our website.
Tracked 24 orders will aim to be dispatched the same day if ordered before 12pm that working day. Tracked 24 can take between 1-2 working days once dispatched.
Tracked 48 orders will aim to be dispatched the same day if ordered before 12pm that working day. Tracked 48 can take between 2-5 working days once dispatched.
Please note the above timeframes are as per the Royal Mail website and not a guarantee. They are used as a guide only. Timeframes can vary and may even take longer in busier periods - such as Christmas and Valentines Day.
An email confirmation will be sent to you to confirm your order & also include dispatch details, please ensure this email is entered correctly and check junk folders.
International shipping times may vary and be subject to customs charges.
We cannot be held responsible for packages that are damaged in transit/delivery. If any issues do occur, you must raise this with the courier (Royal Mail).
All pre-ordered items will be shipped on the date shown, if you're placing an order for multiple items and you require the other items before the pre-order shipping date, please place two separate orders.
Any orders that are delayed or missing that are sent via a Standard Service cannot be guaranteed and we are often unable to offer a resolution. Therefore, we always recommend paying for a Tracked service.
We are unable to offer any further details regarding delivery other than the information provided via your Royal Mail shipping/tracking reference.
Any orders that are returned to us as the sender due to an address issue or not collected, will be subject to a re-delivery fee. Please always ensure your address has been entered correctly as we cannot always amend these details.

ONLINE ORDER COLLECTIONS

If you have placed an order for free click and collection, this will be packed the same working day if received before 12pm. Our opening hours for collections are Monday to Friday 9:30am to 4:30pm. Please note we may be closed on UK bank holidays and any other dates impacted for any reason will be detailed at the top of this page (such as time over Christmas or if we have annual leave). We ask for orders to be collected within a 2 week period but we are happy to hold for longer if you need us to.

If you have selected Click & Collect by mistake or need to change to have your order posted, we will require you to pay postage and we will send a secure link for payment via email.

You are welcome to return or exchange your order (following our usual policy) and you can come to the studio to do this, but please contact us prior via email so we know to expect you. Our studio does not have a store to browse, but if you wish to see a particular item in person, or check sizing, you are again welcome to pop by but please let us know prior via email so that we know to expect you and we can check stock.

Email: sales@thirteensupply.co

Collection address: Thirteen Supply Co, Unit 5 Mandale Business Park, Cannon Street, Middlesbrough, TS1 5AJ.

RETURNS

SECONDS SALE

These items are sold as seen with all faults listed, they cannot be returned and we are only able to offer an exchange or credit off future orders.

GENERAL RETURNS

We kindly ask that you contact us at sales@thirteensupply.co before sending an item back. This is so we can ensure we can process it quickly and correctly. You must also include a note within your order with your order reference as a minimum.
Returns must be completed within 30 days of you receiving the item.
Items returned must be returned as sold (not worn, washed, marked or altered).
We reserve the right to refuse a refund or exchange if the item(s) have any signs of wear, damage, alterations or misuse.
The costs incurred to return an item to us is your responsibility and we do not cover these costs.
We are not responsible for any lost or damaged returns/exchanges.
We do not offer refunds for any items that have been damaged in shipping. If any issues occur, you must raise this with the courier (Royal Mail).
We do not refund original P&P costs.
All refunds are issued to the original payment method.
We cannot guarantee to exchange or credit a faulty item. If you believe your item has a fault, please contact us prior to sending any items back at: sales@thirteensupply.co and include all details as well as any photographs of the fault.
We will process returns & exchanges as quickly as possible, but this can take up to 10 working days (you must still contact us prior).
To return your product, you should post your product to: Thirteen Supply Co, Unit 5 Mandale Business Park, Cannon Street, Middlesbrough, TS1 5AJ.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.
If you are shipping an item(s) over £50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

REFUNDS (IF APPLICABLE)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. These funds can usually take around 3-5 business days to appear back into your account, but again may vary over any UK holidays.

LATE OR MISSING REFUNDS (IF APPLICABLE)

If you haven’t received a refund yet;

Check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at: sales@thirteensupply.co

SALE ITEMS (IF APPLICABLE)

Only full-price items may be refunded. Unfortunately, sale items cannot be refunded and we will therefore offer an exchange or credit off future orders if you wish to return any sale items.